Refund policy

RETURN & REFUND POLICY

Sections 1–5 below apply to Glass & Aluminum Railing. For in-lite Outdoor Lighting returns, see the Outdoor Lighting section at the bottom of this page.

1. “Measure Twice” Guarantee. Due to the heavy and fragile nature of tempered glass, return shipping is extremely costly. We strongly encourage all customers to double-check their railing measurements before ordering.

  • Regal Ideas systems require: 35 ⅞" height
  • Vista Railing systems require: 36" height. If you are unsure about fitment, please contact our support team at mountwestbuildingsupplies.com or 604-365-3252 before placing your order.

2. Damages upon Arrival (CRITICAL). Glass shipments are insured, but you must inspect the crate while the driver is present.

  • Visible Damage: If the crate arrives crushed or you hear broken glass, you must note “DAMAGED” on the driver’s Waybill (Proof of Delivery) and take photos immediately.
  • Refusal: You have the right to refuse a shipment if it is obviously destroyed.
  • Reporting Window: Damages must be reported to Mount West within 24 hours of delivery. Claims made after this window or without notes on the Waybill cannot be processed.

3. Returns for Remorse or Wrong Size. If you ordered the wrong size or changed your mind, we accept returns under the following conditions:

  • Timeframe: Returns must be initiated within 30 days of delivery.
  • Condition: Glass must be uninstalled, clean, and in its original crating/packaging.
  • Return Shipping: The customer is responsible for the cost of return LTL freight to our warehouse in Surrey, BC.
  • Restocking Fee: A 25% restocking fee will be deducted from the refund amount to cover handling and warehouse processing.
  • Original Shipping Costs: The original shipping fee paid to send the order to you is non-refundable.

4. How to Initiate a Return. Do not attempt to ship glass back via standard courier (FedEx/UPS/Canada Post); it will break.

  1. Email us at mountwestbuildingsupplies@gmail.com with your Order #.
  2. We can help arrange an LTL carrier to pick up the crate, but the freight cost will be deducted from your final refund.

5. The Refusal Clause. If a shipment is refused without valid cause (damage), the customer will be charged for both the outbound and return shipping costs, plus the 25% restocking fee.

 

OUTDOOR LIGHTING (in-lite) — RETURNS & WARRANTY

in-lite 12V outdoor lighting is a special-order product brought in for your order, so the terms below apply to it instead of the glass & aluminum railing terms above.

1. Change of Mind or Wrong Item

  • Timeframe: Returns must be initiated within 30 days of delivery.
  • Condition: Items must be unused and in their original, unopened manufacturer packaging with all seals intact. We cannot accept any fixture that has been installed, wired, had connectors attached, or placed in the ground.
  • Refund: Qualifying unopened items receive a full refund of the product price — no restocking fee.
  • Shipping: The customer is responsible for return shipping, and original shipping charges are non-refundable.

2. Kits & Special-Order Items

  • in-lite lighting kits and bundles, and any item brought in specifically for your order, are final sale and cannot be returned for change of mind. Opened or installed items are likewise non-returnable.

3. Damaged or Defective Items

  • Shipping damage: Inspect your order on arrival. Note any visible damage at delivery and report it with photos within 48 hours to mountwestbuildingsupplies@gmail.com.
  • Defects & warranty: A fixture that fails in normal use is covered by in-lite’s manufacturer warranty. Contact us at any time and we will facilitate a replacement or warranty claim at no charge — this is separate from the change-of-mind terms above and is not subject to any fee.

4. How to Start a Lighting Return

  1. Email us at mountwestbuildingsupplies@gmail.com with your Order # and the item(s) you wish to return before shipping anything back.
  2. We will confirm the item qualifies and provide return instructions. Returns sent without prior authorization may be refused.