Refund policy

RETURN & REFUND POLICY

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.