Returns & Refund Policies

Returns:

A return goods authorization (RGA) must first be requested from ViewrailTM to process a return. Click here to obtain an RGA # or call customer support. Returns without an RGA # will be refused delivery and returned to you.

Wood Returns:

  • All wood parts are custom manufactured. We do not accept returns on wood stair parts.

Cable Rail Returns:

Most cable rail components are returnable, with some excluded items.

  • ViewrailTM does not accept returns on ANY opened spools of cable.
  • Loose fittings are returnable (including loose fittings from non-returnable kits).
  • All standard configuration Brushed Stainless Steel & Powder Coated Black posts are returnable. Custom post configurations & other colors & finishes are non-returnable.
  • All returns are assessed a 15% restocking fee (we must inspect & repackage the product). No credit will be given for freight or handling charges and you are responsible for return shipping costs.
  • Products must be in sellable condition. If an item is damaged no credit will be given.
  • Please be sure to package product in such a way that it will not be damaged in transit back to us. We dispose of any damaged products.
  • No returns will be accepted after 60 days from time of shipment.

Wood Cancellations:

  • No cancellations of wood products will be accepted after your order has been placed.

Metal Rail Cancellations:

  • No cancellations are accepted on posts, components, or component kits after production on the order begins: 6:00 a.m. Eastern Time the next business day.

Hardware Cancellations:

  • Cancellations of stock items are allowed any time prior to shipping.

Payment:

  • Because we are a custom manufacturer, your payment must be processed at the time of order (as opposed to the time of shipping) for production to begin.

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