At PolyCanopy, we design and manufacture made-to-order canopy systems, sunrooms, and architectural structures tailored to each customer’s specific needs. Due to the customized nature of our products, our return and refund policy differs from standard e-commerce stores. Please review the following terms carefully before placing your order.
1. Custom Product Policy
All of our products are custom-made based on your specifications, including dimensions, material selection, finish, and structure type. As such, we are unable to accept returns or offer refunds for reasons including: • Change of mind after order confirmation • Incorrect measurements or project data provided by the customer • Unexpected fitment issues not related to product defect We strongly recommend reviewing all specifications, drawings, and requirements with our team before finalizing your order.
2. Order Modifications & Cancellations
You may request a modification or cancellation of your order within 48 hours of order confirmation and before production has started. Once fabrication has begun, we cannot modify or cancel the order, and full production fees will apply.
3. Damaged or Defective Goods
If your products arrive damaged during shipping or contain manufacturing defects, please notify us within 48 hours of receipt. To file a claim, send the following to [email protected]: • Order number or invoice • Clear photos of the damage or defect • Description of the issue and affected components Upon confirmation, we will offer a suitable solution such as replacement parts, repair kits, or partial refunds depending on the severity of the issue. In cases where replacement is necessary, PolyCanopy will cover the shipping cost.
4. Return Eligibility
We do not accept returns of completed custom products. However, under certain approved cases (e.g. non-custom accessories shipped in error), returns may be arranged subject to the following conditions: • Return request is made within 7 days of delivery • Products must be unused, undamaged, and returned in original or equivalent packaging • Return shipping costs are the responsibility of the customer
5. Warranty Coverage
PolyCanopy products are backed by a limited structural warranty. Warranty terms vary based on the product type and will be confirmed during quotation. Normal wear and tear, misuse, improper installation, or weather-related damage are not covered. Please retain all technical documents for warranty reference.
6. Force Majeure
PolyCanopy shall not be held responsible for delays or inability to fulfill orders due to events beyond our control, including but not limited to natural disasters, shipping disruptions, or supplier shortages.
7. Contact Information
If you have questions about our return or warranty policy, please contact our support team: PolyCanopy Email: [email protected] Website: www.polycanopy.com