Refund policy

Return & Refund Policy
Custom Dream Stairs
Last updated: [Feb-2026]
1. General
Most of our products are custom-made. Because they are built specifically for each project, returns are limited.
By placing an order, the customer accepts that custom fabrication cannot be resold and may not be eligible for return.
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2. Deposits
All deposits are non-refundable.
Deposits reserve production time, materials, and labor. Cancellation after confirmation does not qualify for refund.
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3. Final Sale Items (Non-Returnable)
The following are final sale:
• Glass panels
• Custom stair parts (treads, risers, stringers, posts, handrails)
• Custom railings (wood, metal, glass)
• Cut or modified materials
• Stained or finished items
• Special order products
• Installed products and labor
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4. Eligible Returns (Stock Items Only)
Stock items may be returned within 30 days from invoice date if:
• Unused and not installed
• In original packaging and condition
• Approved by our office in advance
A 25% restocking fee applies.
Delivery and shipping charges are non-refundable.
Customer pays return transportation.
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5. Inspection & Claims
Orders must be inspected immediately at pickup or delivery.
We must be notified within 3 business days for:
• Damage
• Missing items
• Incorrect items
• Manufacturing defects
After 3 days the order is considered accepted.
We may repair, replace, or issue credit at our discretion.
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6. Pickup & Delivery
Customer must confirm pickup in advance and verify quantity and design at pickup.
Custom orders must be picked up within 3 days of notification or delivery/storage fees may apply.
Responsibility transfers to customer after pickup or accepted delivery.
We are not responsible for damage caused after delivery, handling, storage, or other trades.
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7. Installation Work
Completed installation and labor are non-refundable.
Concerns are handled under warranty, not return policy.
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8. Cancellations
Before production: materials already ordered may be charged.
After production starts: order cannot be canceled or refunded.
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9. Quotes
Quotes are valid for 30 days and may change afterward.
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10. Agreement
Placing an order, paying a deposit, or accepting delivery means you agree to this policy.