Refund policy
Return & Refund Policy
At ROZAN FRAMES, we want customers to feel confident when purchasing doors, windows, and building materials from us. Because many of our products are large, specialized, and may be configured or manufactured specifically for an order, return eligibility depends on the type and condition of the product.
Please review this policy carefully before placing your order, particularly when purchasing custom or made-to-order products.
Standard Product Returns
Eligible standard, non-custom products may be returned within 30 days of delivery, subject to the conditions below.
To qualify for a return, the product must:
- Be unused and uninstalled
- Be in new and resalable condition
- Include all original components, hardware, accessories, and documentation
- Be returned in its original packaging, crate, or equivalent protective packaging
- Have no damage, modifications, drilling, cutting, painting, installation marks, or other alterations
Products that have been installed, partially installed, modified, damaged after delivery, or used are not eligible for return.
All returns require prior authorization from ROZAN FRAMES.
Do not ship a product back without first contacting ROZAN FRAMES and receiving return instructions.
Custom & Made-to-Order Products
Custom and made-to-order products are final sale and are not eligible for return, cancellation, exchange, or refund once the order has entered production or customization.
A product may be considered custom or made-to-order when it is manufactured, modified, ordered, or configured specifically for the customer's project.
This may include, but is not limited to:
- Custom dimensions or non-standard sizes
- Custom panel configurations
- Custom frame colors or finishes
- Custom glass selections
- Custom hardware
- Custom opening or operating configurations
- Products manufactured or modified specifically for a customer's order
- Other special-order products identified as custom or made-to-order before purchase
Customers are responsible for reviewing and confirming all measurements, dimensions, colors, configurations, opening directions, specifications, and other custom selections before approving an order.
Once a custom order has entered production or customization, it cannot be changed or canceled.
This custom-order restriction does not limit claims involving products that arrive damaged, defective, or materially different from the specifications confirmed by ROZAN FRAMES.
Order Cancellations
For standard products, cancellation requests should be submitted as soon as possible.
If an order has not entered processing, preparation, packaging, production, or shipment, ROZAN FRAMES may be able to cancel the order.
Once an order has entered processing or preparation, cancellation may no longer be possible or may be subject to costs already incurred.
Custom and made-to-order products cannot be canceled once production or customization has begun.
Please contact ROZAN FRAMES immediately if you need to request an order cancellation.
Return Authorization
Before returning an eligible product, contact ROZAN FRAMES to request return authorization.
Please provide:
- Your order number
- Customer name and contact information
- Product being returned
- Reason for the return
- Photographs of the product and packaging when requested
If the return is approved, ROZAN FRAMES will provide return instructions.
Products returned without authorization may be refused or may not qualify for a refund.
Return Shipping Costs
For approved returns of non-defective standard products, the customer is responsible for return shipping and freight costs unless otherwise agreed to by ROZAN FRAMES in writing.
Because many ROZAN FRAMES products are oversized and require freight transportation, return shipping costs may be significant.
Original shipping charges are non-refundable unless the return results from an error by ROZAN FRAMES or an eligible damaged or defective product claim.
Customers are responsible for properly packaging and protecting returned products during transportation.
Restocking Fee
Approved returns of standard, non-custom products may be subject to a 20% restocking fee based on the product purchase price.
The restocking fee helps cover inspection, handling, repackaging, and processing associated with large building-material returns.
Any applicable restocking fee will be disclosed as part of the return authorization process.
Custom and made-to-order products are not eligible for return and therefore are not subject to the standard restocking process.
Damaged Shipments
Please inspect your shipment carefully at the time of delivery.
If visible freight damage is present:
- Photograph the shipment, packaging, crate, pallet, product, and damaged areas.
- Clearly note visible damage on the carrier's delivery receipt or proof of delivery.
- Keep the product and all original packaging, crates, pallets, and shipping materials.
- Contact ROZAN FRAMES as soon as possible with your order information and photographs.
Do not discard damaged products or packaging until ROZAN FRAMES provides further instructions.
ROZAN FRAMES will review the claim and determine the appropriate resolution based on the circumstances, which may include repair, replacement, replacement components, or refund where appropriate.
Defective or Incorrect Products
If you believe you received a defective product or a product that materially differs from your confirmed order, please contact ROZAN FRAMES promptly.
Provide your order number, a description of the issue, and clear photographs or videos showing the problem.
ROZAN FRAMES will review the claim and, when the claim is validated, determine the appropriate resolution.
Depending on the circumstances, the resolution may include:
- Replacement parts
- Product repair
- Product replacement
- Exchange
- Refund
ROZAN FRAMES may request additional information or inspection before approving a remedy.
Incorrect Measurements or Customer Selections
Customers are responsible for confirming that all measurements, dimensions, configurations, colors, opening directions, and other selections are correct before placing or approving an order.
ROZAN FRAMES is not responsible for products that do not fit because of incorrect measurements or specifications supplied or approved by the customer.
For custom and made-to-order products, customer-approved specifications are used to manufacture or prepare the product and therefore cannot generally be changed once production has begun.
If you are uncertain about measurements or product configuration, please contact ROZAN FRAMES before placing your order.
Exchanges
Standard products eligible for return may be eligible for exchange with prior approval from ROZAN FRAMES.
Customers are responsible for applicable return freight, new shipping charges, price differences, and restocking fees unless the exchange is required because of an error by ROZAN or an approved damaged or defective product claim.
Custom and made-to-order products are not eligible for exchange.
Refunds
Once an authorized return is received, ROZAN FRAMES will inspect the product.
If the return meets the requirements of this policy, the approved refund will be issued to the original payment method, less any applicable restocking fee, return shipping costs, original non-refundable shipping charges, or other authorized deductions.
Please allow approximately 5–10 business days after ROZAN FRAMES completes the return inspection and approves the refund for the refund to be processed.
Additional time may be required for your bank or payment provider to post the refund to your account.
Non-Returnable Items
The following are not eligible for standard return:
- Custom or made-to-order products
- Installed or partially installed products
- Used products
- Products that have been modified, drilled, cut, painted, altered, or damaged after delivery
- Products missing components or hardware
- Products not in resalable condition
- Products returned without authorization
- Final-sale items clearly identified as such before purchase
These restrictions do not prevent customers from submitting eligible claims for products received damaged, defective, or materially different from the confirmed order.
Promotional Purchases
Products purchased during a promotion or with a discount remain subject to this Return & Refund Policy unless the promotion specifically states different return conditions.
Shipping promotions, including free-shipping promotions, do not make original shipping or freight costs refundable unless specifically stated otherwise.
Contact ROZAN FRAMES
To request a return, report shipping damage, request a cancellation, or report an incorrect or defective product, please contact ROZAN FRAMES using the contact information provided on our website.
Please include your order number and relevant photographs whenever possible so we can review your request efficiently.
Email: sales@rozanframes.com
Phone: (949) 943-3330
Address: 2108 N St Ste N, Sacramento, CA 95816, United States