Effective Date: 2.15.2024

At Shenzhen Xpert Building Material Co., Ltd, we take great pride in the quality and craftsmanship of our products. We understand that, in our industry, the decision to purchase custom-designed glass, aluminum doors, windows, and other specialty items can involve careful planning and consideration. We are committed to ensuring your satisfaction with your purchase. Below is our Refund and Returns Policy, which outlines the terms and conditions for any returns, exchanges, or refunds.

1. Eligibility for Returns and Refunds

We accept returns and issue refunds under the following conditions:

  • Defective or Damaged Products: If the product is defective, damaged during delivery, or does not match the specifications stated in your order, you are eligible for a return or refund. Please contact us within 7 days of receiving the product to report any issues.
  • Wrong Order: If you received an incorrect item due to our error, we will issue a full refund or exchange at no extra cost to you.
  • Custom Orders: Due to the custom nature of many of our products, such as glass facades, glass balustrades, or glass pergolas, returns and refunds for these items are not accepted unless the product is defective or damaged during delivery, or it deviates significantly from the approved specifications.

2. Non-Returnable and Non-Refundable Items

Certain items cannot be returned or refunded due to their customized or specialized nature. These include:

  • Made-to-Order Products: Custom-built glass and aluminum doors, windows, balustrades, canopies, roofs, facades, curtain walls, and shower enclosures that are manufactured based on your specific measurements or designs.
  • Products Installed: Products that have been installed or modified after delivery are not eligible for a return, as they are considered to have been accepted in full.
  • Products Not Reported in Time: If an issue with the product is not reported within 7 days of delivery, we will not be able to accept returns or issue a refund.

3. Return Process

If your return is eligible, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@xpertglazing.com to report the issue and request a return authorization. Be sure to provide your order number, photos of the product (if applicable), and a description of the issue.
  2. Return Authorization: We will provide you with a Return Authorization Number and instructions on how to proceed with the return. Do not return the product without this authorization.
  3. Return Shipping: For eligible returns, you may be required to return the item to us at your own expense unless the product was damaged or defective upon arrival. Please pack the item securely to prevent any further damage during transit.
  4. Inspection: Once we receive the returned product, our team will inspect it. If it is confirmed to be defective, damaged, or incorrect, we will issue a refund or arrange for a replacement as per your preference.

4. Refunds

  • Processing Time: Once your return is processed and approved, refunds will be issued to the original payment method. Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution.
  • Restocking Fees: In some cases, a restocking fee may apply for returns of standard products, especially if they are returned due to customer change of mind. Custom orders are generally non-refundable, unless defective or damaged.

5. Exchanges

If you wish to exchange an item, please contact us directly for guidance. Exchanges for customized items are subject to approval and will depend on the specifics of your request. If an item is exchanged for another custom-made product, the original order will be voided and a new order will be created.

6. Warranty

Our products come with a warranty against manufacturing defects. Please refer to our Warranty Policy for detailed information regarding the scope and duration of the warranty for specific products.

7. Shipping and Delivery

We strive to ensure that all orders are delivered on time and in perfect condition. However, if there are issues related to shipping delays, damage during transit, or other logistical concerns, please notify us immediately. We will work to resolve any delivery-related issues in accordance with our Shipping and Delivery Terms.

8. Contact Information

If you have any questions or need further assistance regarding returns, refunds, or exchanges, please don’t hesitate to contact our customer support team:

  • Phone: 008615711964309
  • Email: info@xpertglazing.com
  • Business Hours: 9:00 AM-5:00 PM

We are committed to ensuring that your experience with us is a positive one and that you receive high-quality products that meet your needs.

Thank you for choosing Xpert Building Material. We look forward to serving you!