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Cancellation & Return Policy

Cancellations:

  1. 1. Custom Orders

    a. "Custom" manufactured orders can be canceled for up to 24 hours after the order is placed. After 24 hours, the order cannot be canceled.
    b. Customers will be charged the full product price for "custom" manufactured orders that are canceled after 24 hours.
  2. 2. Stock Items

    a. Orders placed for standard catalog products or "stocked items" can be canceled or adjusted within 24 hours after receipt of order.
    b. An order that is canceled and/or refused after the order has shipped will be charged a 20% restocking charge along with all applicable "to and from" freight costs and charges associated with the canceled order.

Returns:

  1. 1. All requests for product returns must be approved and receive a designated RGA (Return Goods Authorization) number associated with the order by an authorized Ekena Millwork Customer Service Representative.
  2. 2. RGA numbers are only good for 21 days after date of issue. No returns will be accepted or received after the 21 days after the RGA number has been issued.
  3. 3. Orders must be approved for return within 60 days of original shipment.
  4. 4. All returns that are approved with a designated RGA number are subject to a minimum 20% re-stocking fee. Customer is responsible for all freight charges associated with returning an approved order.
  5. 5. Customer "credit" will be issued only after the product has been received back into inventory, all items are accounted for as specified on the RGA, and the items are in re-sellable condition. Any damaged product received back will not be credited and all associated re-stocking charges may apply. Payment deductions against RGA's are not allowed without an authorized "credit memo" from Ekena® Millwork.
  6. 6. Customer "credit" will be issued within 1 week of receiving the returned goods in acceptable condition, less:
    a. Re-stocking charge
    b. Freight charges (if applicable)
    c. Damages, concealed shortages or discrepancies

Damaged, Wrong Item(s), and Defective Merchandise Policy
It is very important that you confirm the product is received undamaged, from shipment, and is the correct item. To do so, please examine the shipping box and all contents immediately upon receipt for any signs of damage, wrong item(s) or defective product(s). All claims must be initiated within 72 hours of delivery. Please contact our customer service department so that we can initiate the process.

Defective/damaged merchandise can ONLY be replaced. We cannot issue full refund for merchandise that arrives damaged, wrong item(s), or defective and you don't want the merchandise any longer. If merchandise arrives that is incorrect, defective, or damaged we will gladly replace it at NO charge to you (including return shipping charges) by issuing you a UPS Pre-Paid Label. The Pre-Paid label must be used for replacement of the same item that was damaged, incorrectly sent, or defective NOT for refund or replacement of a different item. If you want a refund for a received item regardless if it was received damaged, incorrectly, or defective you will have to follow our return policy stated below.

Custom Manufactured Merchandise Policy
We are pleased to offer architectural products that are custom-manufactured to your specifications, and we encourage you to review your order carefully. Since the product is built to your specifications, the order cannot be changed, modified, or canceled once your order is in production.

Custom products include, but are not limited to: Custom vinyl shutters, custom wood shutters, custom crossheads, custom pediments, and other custom products. If you have a question of whether or not the item you would like to order is custom, please contact us prior to ordering.

WE CANNOT ACCEPT RETURNS FOR CUSTOM PRODUCTS

Return Policy for Refund
Notify us by e-mail of your desire to return for REFUND your purchase. We will issue you a return authorization number and email you our return address, (please do not return the item to the original address that it was shipped from). You can return items in only new condition within 30 days and we will refund your money or exchange the item subject to return policy below. No refunds or exchanges on items that packaging has been opened and cannot be resold as new. We will issue refunds for the product only. Items purchased originally with Free Shipping will have actual shipping charges deducted from the refund in addition to a 20% restocking fee, on all merchandise returned. Furthermore, if any order is refused by the customer, return shipping charges will be charged to the customer.

Why Do We Charge A Restocking Fee?
The Restocking Fee helps reduce the "lending library" effect where some people "buy" things just to try them with no intention of keeping the item. If we send the wrong item, as compared to our website listing, we will waive the restocking fee.

Customers will incur the expense for returning the item. We do not reimburse shipping charges. We do not issue Pre-Paid Shipping Labels to return merchandise that is being sent back to us for a refund.