Refund policy

Returns

If you ordered the wrong size, the wrong gauge or simply too much, we will take it back. Tell us within 30 days of delivery.

To be accepted, material must be:

• unused and uninstalled;
• in the original unopened manufacturer packaging, with labels intact;
• a full case, box or carton. We cannot take back a part case of sealant or a partly used box of shims.

Email alisa@alexglasscorp.com with your order number and what you want to return, and we will confirm before you send anything back. Material returned without that confirmation cannot be credited, because we will not know whose it is.

What it costs you

• Return transport is at your expense unless the return is our error.
• A restocking fee of up to 20% may apply to a large return, and we will tell you the figure before you ship it.
• Original delivery and freight charges are not refunded.

What cannot be returned

• Made-to-order colours. Anything produced to match your sample is made for you alone and cannot be resold.
• Sealant past the date printed on the sausage, or stored above 80°F.
• Opened cases and part boxes.

Damaged or wrong material

If we picked the wrong item, or packed it badly, that is our error. We replace it or credit it in full, transport both ways included. Tell us within three business days of delivery.

Freight damage works differently. Once we hand a pallet to the carrier, title and risk of loss pass to you and the claim lies against the carrier. We file and pursue that claim for you, and we replace the material or credit you once the carrier settles it.

Inspect the pallet before you sign. If anything is crushed, torn, short or wet, write it on the delivery receipt with the driver present, keep your copy, photograph it, and tell us within three business days. A receipt signed clean does not end your rights — damage found after unwrapping can still be reported — but it becomes the carrier's evidence that the goods arrived in good order, and most carrier tariffs allow only about fifteen days to raise concealed damage. So if you signed first and found the damage later, tell us at once and in any case within five business days.

Refunds

Once we have the material back and have checked it, the refund goes to the original payment method within five business days. Your bank may take a few days more to show it.

Questions before you order

If you are unsure which gauge, diameter or grade you need, ask us first. We would rather spend five minutes on the phone than have you pay to ship a pallet back. Email alisa@alexglasscorp.com.