Warranty and Guarantee

Return / Refund / Replacement Policy

All materials and products are custom fabricated according to the customer's written specifications and sizes listed on the sales order or invoice. Due to the custom nature of these products, once an order is paid, any cancellation or return is subject to a 35% restocking fee, except for non-returnable items (listed below). For any return that is not due to a verified manufacturing defect, the purchaser is responsible for return shipping costs.

All return requests must be initiated in writing to sales@leadglasspro.com within 30 days of delivery, and a Return Authorization (RMA) number is required for all approved returns.

Important: Glass products are generally non-returnable. Other products that are undamaged and uninstalled may be eligible for return at Lead Glass Pro’s discretion.

What You’re Getting with Lead Glass Pro

  • Custom U.S.-based fabrication

  • Fast lead times and proactive communication

  • Pre-shipment packaging photos and protected freight handling

  • Access to technical support through installation

  • Return policy for eligible products

  • Product warranties (activation required, see below)

  • Compliance resources and installation documentation

Non-Returnable Items

The following items cannot be returned under any circumstance:

  • Installed or damaged products

  • Glass of any type

  • Custom-size window frames

  • Custom-size doors and door frames

  • Door accessories and hardware

  • Lead-backed drywall

  • Custom-cut sheet lead

  • Lead lining for electrical boxes

  • Products used in infection control (gloves, aprons, prescription lenses)

  • Items damaged after delivery or altered in any way

  • Any item beyond two days of delivery

  • Any product with incomplete warranty activation

Receiving Inspection Requirements

Upon delivery, the customer must immediately inspect all materials in the presence of the delivery driver.

  • Damage Claims: All claims for damage (e.g., dings, cracks, breakage) sustained during transit must be noted on the delivery receipt or bill of lading at the time of delivery, and reported within 2 business days via email to sales@leadglasspro.com. Claims made after installation will not be honored.

  • Manufacturing Defect Claims: If a manufacturing defect is identified after installation (e.g., incorrect lead shielding, hidden defects that are not visible at delivery), the customer may still file a written claim—as long as all warranty activation steps were completed (see Warranty Activation).

If Lead Glass Pro confirms a manufacturing error, we will offer to replace or refund the affected product. At our discretion, we may require return of the original product in good condition.

Do not refuse shipment without inspection. If a shipment is refused without inspection, the customer is liable for all return freight and re-shipping charges.

Return Criteria

  1. All returns require an RMA number issued by Lead Glass Pro.

  2. The RMA must be clearly marked on the return packaging.

  3. Returns without an RMA will not be accepted or honored.

  4. Return shipments must require a signature upon delivery.

  5. Only unopened, stock (non-custom) items in unused condition may be returned within 30 days.

  6. Opened or used items may incur a 35% restocking fee or more depending on condition.

  7. Items outside the 30-day window or damaged after delivery are not eligible for return.

  8. Customer is responsible for all return shipping and recommended to insure their shipment.

Refunds

Once returned items have been received and inspected, a credit or refund will be issued per policy. Allow 10 business days for processing.

Order Cancellation

To cancel an order, email sales@leadglasspro.com before 1 PM Pacific Time on the same business day of placing the order. Include the order number, company name, and reason for cancellation. Orders canceled after fabrication or shipping will be processed under the return policy above.

Warranty Activation (Required)

To activate your warranty, you must:

  1. Install the product in its final location.

  2. Email sales@leadglasspro.com with:

    • At least one clear photo (preferably two) of the installed product

    • Your order or invoice number

    • Project name

Failure to activate the warranty cancels all warranty protections, including lead equivalency and manufacturing defect coverage.

Warranty Voiding Conditions

All warranties, guarantees, and claims—including lead equivalency, manufacturing defect, and compliance protection—are immediately and fully voided if any of the following occur:

  • Damage, mishandling, or modification after delivery

  • Improper installation or deviations from guidance

  • Failure to activate warranty

  • Re-work or remediation requested without signing a required Release of Liability

  • Failure to follow freight inspection procedures

  • Any alteration or exposure that compromises structural or shielding performance

Important: The lead equivalency warranty remains valid unless post-delivery damage or modification compromises shielding functionality.

Re-Work / Re-Fabrication Policy

In certain cases where a product must be reworked, resized, or re-fabricated due to site conditions or customer errors, Lead Glass Pro may provide corrective services as a courtesy. However, the customer must sign a Release of Liability, acknowledging that Lead Glass Pro is not responsible for existing or resulting conditions outside our control. If the customer refuses to sign this release, all warranties are voided for that product.

Liabilities

Lead Glass Pro is solely liable for the monetary value of products sold. We are not responsible for incidental, consequential, or indirect damages resulting from product failure, misuse, or installation.

By paying for a sales order or invoice, the customer agrees to all terms described herein.

Have questions on compliance or installation documentation?
📧 Email: sales@leadglasspro.com
📞 Call: 1-800-506-9972