Refund policy

Return & Refund Policy – Fenestras24 USA

At Fenestras24, operated by Fenestration, LLC, we strive for complete customer satisfaction. Below you will find our return policy applicable to all orders within the United States:

1. Custom-Made Architectural Products
All windows, entry doors, residential garage doors, commercial overhead doors, screens, and pergolas that are custom-manufactured to your individual specifications can not be returned, cancelled, or exchanged once production has commenced. This policy applies because these systems are uniquely tailored to your project's dimensions, profile requirements, and architectural layouts. We strongly recommend that you carefully review your configuration, blueprints, and order confirmation before finalizing your purchase.

2. Standard In-Stock Products & Accessories
Standard components that are not custom-manufactured (such as Hörmann remote control transmitters, code switches, hardware accessories, and universal parts) can be returned within 14 days of receipt. To qualify for a return, items must be completely unused, in their original condition, and in their original intact packaging. Return shipping costs are at the customer's expense, unless the product arrived defective or was delivered incorrectly by our logistics desk.

3. Defective, Damaged, or Incorrectly Delivered Items
If a shipment arrives defective, damaged during sea-freight/domestic transit, or does not match your approved order specifications, please contact our support desk immediately upon delivery. Fenestration, LLC will coordinate the fast logistics to replace the affected product free of charge or issue a full refund of the purchase price.

4. Return Process

• Please contact our customer service department at info@fenestras24.com or call +1 302-313-2252 to formally register your return or report transit damage.
• Please state your order reference number, provide clear photos of any structural damage or labels, and specify the reason for the return.
• Follow the formal routing and warehousing instructions provided by our support team for shipping the items back to our corporate distribution point.

5. Refunds
Once we have received, inspected, and validated your returned product at our logistics desk, the purchase price will be refunded within 14 business days. The refund will be credited back via the same payment method (such as your verified Stripe/US banking channel) used during the initial transaction.