Refund policy

Refund & Cancellation Policy

At Windows & Doors Online (WRS Windows & Doors), we strive to provide high-quality, precision-engineered products. Because the majority of our range is custom-manufactured to your specific requirements, please read the following policy carefully before placing your order.

In-Stock Windows & Doors, Hardware, Silicones, Tools and Accessories 

Items sold via our "In-Stock Items" page are the only products eligible for "Change of Mind" considerations.

  • Change of Mind: We are not legally required to provide a refund or replacement if you simply change your mind. However, at our discretion, we may offer an exchange or credit note for In-Stock Items, provided they are returned in their original, uninstalled, and resaleable condition within 14 days.

  • Restocking Fee: Returns on In-Stock Items may incur a $45.00 restocking fee to cover handling and administration.

To start a return, you can contact us at admin@wrswindowsdoors.com.au. Please note that returns will need to be sent to the following address:  [49/9 Salisbury Road, Castle Hill, NSW] 

If your return is accepted, you will be required to organise the return of the product to 49/9 Salisbury Road, Castle Hill, NSW and any associated cost. Items sent back to us without first requesting a return will not be accepted. 

Custom-Manufactured Orders (Made-to-Order)

Unless an item is explicitly purchased from our In-Stock Items page, all window and door orders are classified as Manufactured to Order.

  • No Cancellations or Refunds: Once an order for a custom-manufactured product is placed and payment is processed, the order cannot be cancelled, amended, or refunded.

  • Why? Upon receiving your order, we immediately procure custom-cut materials (such as glass, aluminium extrusions, and timber) from our suppliers. These materials are cut to your specific dimensions and cannot be returned to our suppliers or repurposed for other customers.

  • Customer Responsibility: It is the customer's responsibility to ensure all measurements, configurations, and colour selections are correct at the time of ordering.

You can always contact us for any return question at admin@wrswindowsdoors.com.au. 

Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Damages and issues must be reported to us within a maximum 24 hours after delivery. 

In the circumstance where a product cannot be repaired or returned to us damages and issues may be compensated in the form of a store credit or replacement item.

Please note that if scratches, blurs, dints and imperfections in powder coat cannot be identified as a defect if they cannot be seen in natural light from a distance of 3 meters as per Australian Standards.

In the case that the defect is within the acceptable clarification and replacement piece of aluminium section will be provided. 

Dispatch and Manufacture lead times
Please note that lead times noted in the shipping section “meaning dispatch” upon purchase are an estimate only and can occasionally be delayed due to supplier and manufacturer delays. 

If lead times “meaning dispatch” are extended beyond the lead time provided in the shipping section a refund requests and order cancellation cannot be excepted. 

Please get in touch if you have questions or concerns about your specific item.

Limitations

THIS WARRANTY DOES NOT APPLY TO: 

a) Moving parts such as lock cylinders; door rollers; lever handles; hinges; activators; springs

b) Parts supplied by other manufacturers as separate components and where such components are warranted or guaranteed by its manufacturer or supplier those guarantees or warranties whether express or implied are assigned to whom the goods are supplied;

c) Cosmetic damage;

d) Damage caused by accident, misuse, transport, installation or any external cause:

e) Failure to install, use and operate the product in a way that is not in accordance with the manufacturer’s instructions, good building practice, relevant building standards or a use for which the product has not been designed or recommended by the manufacturer.

f) Service work that is carried out by other than WRS WINDOWS & DOORS - WINDOWS DOORS ONLINE or authorised agents.

g) Installation: the Window or Door Product was installed, fitted, or operated on by an unqualified installer in trade; or was otherwise installed, fitted or operated on contrary to the applicable industry guide or standards, including the AWA Industry Guide to the

Correct Installation of Windows and Doors and the AWA Industry Guide to the Correct Fixing of Windows and Doors;

THIS WARRANTY DOES NOT APPLY IF THE FOLLOWING OCCURS:

h) Improper Use: the Window or Door Product was used in a manner not in accordance with the instructions, or for a purpose not specified in the published literature

i) Alterations: the Window or Door Product has been altered or retro-fitted with parts not supplied by Windows & Doors Online (WRS Windows & Doors)

j) Normal wear and tear: the defect in, or damage to a Window or Door Product was the result of normal wear and tear on the Window or Door Product such as wear of finishes on running guides and tracks

k) Non-Payment: Windows & Doors Online (WRS Windows & Doors) has not been paid in full for the corresponding Window or Door Product supplied

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Manufactured to order aluminium windows and doors cannot be exchanged. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you will be refunded in way of a store credit equal to the value of the original purchase. Store credits can be used by yourself or anyone you choose to provide the credit to.

Order Cancellations Prior to Dispatch

In the event that you request to cancel an order before the manufacturing process has commenced, a cancellation fee of $192.00 will apply. This fee is non-refundable and covers the administrative, merchant processing, and production scheduling costs incurred by WRS Windows & Doors up to the point of cancellation.

Note: As per our Custom-Manufactured policy, once production or material procurement has begun, orders cannot be cancelled, amended, or refunded.

Order Amendments and Changes

If you request any changes to your order (including, but not limited to, modifications to measurements, configurations, colours, or glass types) before the manufacturing process or material procurement has commenced, an Order Amendment Fee of $192.00 will apply. This fee covers the administrative costs, drawing revisions, and production rescheduling required to re-process your order.

Note: Once production or material procurement has begun for Custom-Manufactured Orders, no amendments, changes, or variations can be accepted under any circumstances.