Return/Refunds

Return / Refund / Replacement Policy


All materials and products sold by Lead Glass Pro are custom fabricated according to the customer’s written descriptions, specifications, dimensions, and lead equivalency as stated on the Lead Glass Pro sales order or invoice.


Due to the custom nature, specialized application, and regulatory use of these products, all sales are final once payment is received, except as expressly stated in this policy.


Payment of a sales order or invoice constitutes full review, understanding, and acceptance of this policy without exception.


General Return Policy


  • Any approved return is subject to a minimum 35% restocking fee.
  • If a return is requested for any reason other than a verified manufacturing defect, the customer is responsible for all return freight, crating, and insurance costs.
  • Glass products are non-returnable.
  • All returns are subject to written approval at the sole discretion of Lead Glass Pro.


All return requests must:


  • Be submitted in writing to sales@leadglasspro.com.
  • Be made within 30 days of delivery.
  • Include the order number and reason for return.
  • Receive a Return Merchandise Authorization (RMA) before any product is shipped back.


Returns sent without an RMA number clearly marked on the outside of the packaging will not be credited, refunded, or processed and will be returned to the shipper at the customer’s expense.


Non-Returnable Items (No Exceptions)


The following items are not eligible for return under any circumstances:


  • Glass products of any kind
  • Installed products
  • Damaged products
  • Products altered or modified after delivery
  • Custom-size window frames
  • Custom-size doors and door frames
  • Door accessories and hardware
  • Lead-backed drywall
  • Custom-cut sheet lead
  • Lead backing for electrical boxes
  • Infection control products (gloves, aprons, prescription eyewear)
  • Any damage claim more than two (2) days past delivery date
  • Any warranty claim submitted without completed warranty activation
  • Used products or products outside the return window


Receiving & Inspection Requirements (Strictly Enforced)


The customer assumes full responsibility to inspect all products immediately upon delivery, in the presence of the delivery driver, before signing the bill of lading or delivery receipt.


Freight / Transit Damage


  • All visible or concealed damage must be noted on the delivery receipt.
  • Damage must be reported to sales@leadglasspro.com within two (2) business days.
  • No damage claims will be accepted after installation.
  • Failure to properly document damage at delivery voids any freight claim.


Lead Glass Pro does not accept liability for freight damage caused by the carrier.
If damage is properly documented, we will assist with the freight claim process.


Do not refuse shipments without inspection.
Shipments refused without inspection will result in the customer being responsible for:


  • Return freight
  • Crating costs
  • Re-shipment charges


Manufacturing Errors (Limited Remedy)


If a product is confirmed to have been fabricated incorrectly and does not match the Lead Glass Pro sales order or invoice:


  • The customer must notify Lead Glass Pro in writing within two (2) days of receipt.
  • Reasonable documentation must be provided.
  • Lead Glass Pro will, at its sole discretion, repair, replace, or refund the affected product.
  • Return of the original product in good condition may be required.


Manufacturing Errors vs. Manufacturing Defects (Important Distinction)


A manufacturing error refers to a product that does not match the Lead Glass Pro sales order or invoice, including but not limited to incorrect dimensions, quantities, configurations, or lead equivalency specified on the order.


Manufacturing errors must be reported in writing within two (2) business days of receipt, along with reasonable documentation.


A manufacturing defect, by contrast, refers to a defect in materials or workmanship that may not be visible at delivery and may be discovered after installation. Manufacturing defects are covered under Lead Glass Pro’s 1-Year Manufacturing Defect Warranty, subject to warranty activation and applicable terms and conditions.


The two-day reporting requirement applies only to order or specification mismatches, not to valid manufacturing defect claims covered under the warranty.


Installation = Acceptance

Installation of any product constitutes full acceptance of the product “as is.”


  • No claims for damage, discrepancies, or defects of any kind will be accepted after installation, except for verified manufacturing defects covered under an activated warranty.
  • Damage claims will never be accepted after installation.



Return Criteria (If Approved)


If a return is approved:


  • An RMA number must be obtained prior to shipping.
  • The RMA must be clearly marked on the package.
  • Return shipments must require signature confirmation.
  • Only unopened, unused, stock (non-custom) products may qualify.
  • Opened items may incur restocking fees exceeding 35%.
  • Missing parts, packaging, or accessories will be billed to the customer.


Refunds


Refunds or credits will be issued only after inspection and approval of the returned product.
Please allow up to 10 business days for processing after receipt.


Order Cancellations


To request cancellation, the customer must email sales@leadglasspro.com before 1:00 PM Pacific Time on the same business day the order was placed.

The email must include:


  • Order number
  • Company name
  • Reason for cancellation

Orders that have entered fabrication or shipped are not eligible for cancellation and are subject to this return policy.


Theft / Loss


Lead Glass Pro is not responsible for theft, loss, or disappearance of any shipment after the carrier marks it as delivered.
Signature-required delivery must be requested by the customer at the time of order.


Re-Work / Re-Fabrication


Any re-work or re-fabrication requested due to:


  • Site conditions
  • Measurement errors
  • Field changes
  • Customer-requested modifications


is performed only as a courtesy and requires a signed Release of Liability.


Failure to sign the release immediately voids all warranties for the affected product.


Liability Limitation


Lead Glass Pro’s liability is strictly limited to the monetary value of the merchandise sold.


We are not responsible for:

  • Incidental or consequential damages
  • Construction delays or scheduling impacts
  • Liquidated damages
  • Labor, installation, or re-installation costs
  • Lost revenue or penalties of any kind


Governing Terms


Lead Glass Pro does not accept:

  • Outside purchase order terms
  • Verbal modifications
  • Conflicting customer terms or conditions


Only the terms stated on Lead Glass Pro documentation apply.
Any changes require a new revised order.


Questions or documentation requests must be submitted in writing:
📧 sales@leadglasspro.com
📞 1-800-506-9972