Returns & Refunds Policy

Cthru

At Cthru, we strive to ensure your architectural products arrive safely and meet your expectations. Please review our policies regarding returns, damages, and cancellations below.

1. Return Eligibility & Timeframe

Window: Return requests must be submitted in writing within 7 calendar days of delivery.
Authorization: A written Return Authorization (RA) is required before any merchandise is shipped back.
Unauthorized Returns: Returns sent without an RA will be refused and returned at the customer's expense.

2. Condition of Merchandise

To qualify for a return, products must be:

Uninstalled, unused, and in the original packaging.
In original, undamaged condition.
Note: Products that have been installed, altered, cut, drilled, or field-adjusted are strictly non-returnable.

3. Custom & Made-To-Order Products

Most of our windows and doors are manufactured to your specific dimensions.

Cancellations: Orders cannot be canceled once production has begun.
Responsibility: The customer is responsible for verifying measurements, rough openings, swing direction, and finishes.

4. Fees & Non-Refundable Charges

If a non-defective return or cancellation is approved, the following costs will be deducted from your total refund:

Restocking Fee: 20% of the purchase price.
Shipping Costs: All return freight charges and original outbound shipping costs are the responsibility of the customer.

5. Defective, Damaged, or Incorrect Products

Reporting Window: Damage or defects must be reported within 48 hours of delivery.
Required Documentation: Please provide full-unit photos, close-ups of the defect, and packaging photos.
Resolution: We reserve the right to repair or replace the defective component. Refunds are only issued if a repair or replacement is not commercially feasible.

6. Freight & Shipping Damage

Inspection: You must inspect all items at the time of delivery.
Documentation: Visible damage must be noted on the delivery receipt before signing. Failure to document damage at the time of delivery may void your freight claim.

7. Refund Processing

Timeline: Approved refunds are processed within 7 to 14 business days after inspection.
Method: Refunds are issued to the original payment method, minus the 20% restocking fee and non-refundable credit card fees.

8. Limitation of Liability

Cthru is not liable for labor costs, contractor delays, or framing modifications. Maximum liability is limited strictly to the original product purchase price.