Return Policy

Last Updated: May 15, 2023

Introduction

At Winco, we stand behind the quality of our window products and are committed to your satisfaction. This Return Policy outlines the procedures and guidelines for returning products, requesting exchanges, and making warranty claims. As a homeowner, we want to ensure you have a clear understanding of your options if you're not completely satisfied with your purchase.

Return Eligibility

Due to the custom nature of window products, return eligibility is limited to specific circumstances. Please review the following guidelines to determine if your purchase qualifies for a return:

Eligible for Return

Damaged products (reported within 48 hours of delivery)
Incorrect products (different from what was ordered)
Defective products (manufacturing defects)

Not Eligible for Return

Custom-sized products (unless defective)
Products that have been installed
Products reported damaged after 48 hours of delivery

Return Process

To initiate a return, please follow these steps:

Step-by-Step Return Process

1
Contact Your Dealer
Contact the dealer from whom you purchased the product within 48 hours of delivery to report any damage, defects, or discrepancies.
2
Document the Issue
Take clear photographs of the product and any damage or defects. Provide your order number and purchase date.
3
Receive Return Authorization
Your dealer will provide a Return Merchandise Authorization (RMA) number if your return is approved.
4
Prepare the Product
Repackage the product in its original packaging if possible. Clearly mark the RMA number on the outside of the package.
5
Return Shipping
For eligible returns, your dealer will arrange for pickup or provide instructions for return shipping.

Refund Policy

Once your return is received and inspected, we will process your refund according to the following guidelines:

Refund Timeline and Methods

Processing Time:
Refunds are typically processed within 10-14 business days after the returned product is received and inspected.
Refund Method:
Refunds will be issued to the original payment method used for the purchase.
Shipping Costs:
For returns due to damage, defects, or incorrect products, shipping costs will be covered by Winco or the dealer. For other returns, shipping costs may be deducted from your refund.

Restocking Fees

Standard Products:
Returns of standard, non-custom products may be subject to a 20% restocking fee.
Defective Products:
No restocking fee applies for returns due to damage, defects, or incorrect products.

Exchanges

If you need to exchange a product for a different size, style, or color, please follow these guidelines:

Exchange Process

Time Frame:
Exchange requests must be made within 14 days of delivery.
Process:
Contact your dealer to initiate an exchange. You will need to return the original product following the return process outlined above.
Price Differences:
If the replacement product costs more than the original, you will be charged the difference. If it costs less, you will receive a refund for the difference.

Custom Product Exchanges

Please note that custom-sized window products cannot be exchanged unless they are defective or damaged. If you need a different size, you will need to place a new order.

Important: Always verify measurements before placing an order for custom window products. Winco and our dealers are not responsible for incorrect measurements provided by homeowners.

Warranty Claims

Winco window products come with manufacturer warranties that cover defects in materials and workmanship. To file a warranty claim:

Warranty Coverage

Standard Coverage

Window Frames: Limited lifetime warranty
Glass Units: 20-year warranty against seal failure
Hardware: 10-year warranty

What's Not Covered

Normal wear and tear
Improper installation not performed by authorized dealers
Damage from accidents, misuse, or natural disasters

Filing a Warranty Claim

1
Contact your dealer with your order information and proof of purchase.
2
Provide a detailed description and photographs of the issue.
3
A representative may schedule an inspection to assess the issue.
4
If approved, the dealer will arrange for repair or replacement of the defective product.

Cancellation Policy

If you need to cancel an order, please be aware of the following policies:

Order Cancellation Timeline

Before Production

Orders cancelled before production begins are eligible for a full refund.

During Production

Orders cancelled after production has begun may be subject to a cancellation fee of up to 50% of the order value.

After Production

Custom orders cannot be cancelled once production is complete. Full payment is required.

Note: Standard production time for custom window products is typically 4-8 weeks. Please contact your dealer immediately if you need to cancel an order.

Special Circumstances

Exceptions and Special Considerations

We understand that special circumstances may arise. In the following situations, please contact your dealer directly to discuss options:

Delayed construction or renovation projects
Product issues discovered after the standard return period
Extended warranty considerations for unique installations

While we cannot guarantee exceptions to our standard policies, we will work with you to find reasonable solutions when possible.

Policy Updates

Winco reserves the right to update or modify this Return Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website.

Stay Informed: We recommend reviewing our Return Policy periodically to stay informed about any changes. The "Last Updated" date at the top of this page indicates when the policy was last revised.

Winco Return Policy