Return & Refund Policy
Last updated: August 2026
Thank you for choosing Elite Custom Door. Many of our doors are made to order according to the specifications and drawings approved by each customer. Because these products are manufactured specifically for each order, different return and cancellation conditions apply compared with standard ready-to-ship products.
Please review the policy below before placing your order.
| Scenario | Returns / Refunds | Time Window | Return Shipping Cost |
|---|---|---|---|
| Defective, incorrect, missing, or freight-damaged items | Yes, subject to review and approval | Visible freight damage must be reported within 3 calendar days of delivery. Defective, incorrect, or missing item claims must be reported before installation and within 7 calendar days of delivery. | Covered by Elite Custom Door if the claim is approved |
| Non-defective custom-made products | No | Not applicable | Not applicable |
| Change of mind | No | Not applicable | Not applicable |
| Incorrect measurements provided by the customer | No | Not applicable | Not applicable |
| Incorrect options selected by the customer | No | Not applicable | Not applicable |
| Customer-requested design changes after production begins | No | Not applicable | Not applicable |
| Cancellation before drawing approval and before production begins | Yes, full refund | Before production begins | Not applicable |
| Cancellation after drawing approval and production begins | Partial refund; a 50% production fee applies | After drawing approval and production begins | Not applicable |
| Cancellation after shipment has been arranged | No | Once shipment has been arranged | Not applicable |
Return Eligibility
Most Elite Custom Door products are custom-made based on customer-approved specifications and drawings. Custom-made products cannot be returned or refunded because of a change of mind, incorrect measurements provided by the customer, incorrect options selected by the customer, or design changes requested after production begins.
Claims for defective, incorrect, missing, or freight-damaged products will be reviewed when reported within the applicable time period.
Visible freight damage must be reported within 3 calendar days of delivery. Defective, incorrect, or missing item claims must be reported before installation and within 7 calendar days of delivery.
1. Order Cancellations
Before Production
If the drawing has not been approved and production has not started, the order may be canceled for a 100% refund.
After Drawing Approval
Once the drawing has been approved and production has started, a 50% production fee will apply to cancellations. This covers materials, labor, and production costs already committed to the custom order.
After Shipment
Orders cannot be canceled once they have shipped or shipment has already been arranged.
2. Custom-Made Products
Due to the made-to-order nature of our products, we do not accept returns or refunds for:
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Change of mind
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Incorrect measurements provided by the customer
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Incorrect product options selected by the customer
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Design changes requested after production begins
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Color or finish differences caused by lighting, screen settings, or normal handcrafted variation
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Minor handcrafted variations that do not affect the normal use or function of the product
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Products that have been installed, modified, altered, or used
Before approving an order for production, customers are responsible for reviewing the confirmed specifications, including applicable details such as door dimensions, swing direction, jamb size, glass, finish, hardware, handle style, lock preparation, sidelights, transoms, and other selected options.
Product photos displayed on our website are for reference. Custom orders are manufactured according to the final approved drawing and confirmed order specifications.
3. Defective, Incorrect, Missing, or Freight-Damaged Items
If your order arrives damaged, defective, incorrect, or with missing parts, please contact info@elitecustomdoor.com.
Freight Damage
Visible freight damage must be reported within 3 calendar days of delivery.
Defective, Incorrect, or Missing Items
Claims for defective, incorrect, or missing items must be submitted before installation and within 7 calendar days of delivery.
Documentation Required
Please provide:
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Your order number
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At least 3 clear photos showing the issue
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Photos of the original packaging or crate
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A brief description of the issue
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Photos or video showing the product before installation, when applicable
For visible freight damage, please note the damage on the delivery receipt or Bill of Lading before signing whenever possible.
Inspection Before Installation
Please inspect the product before installation.
Installation, modification, or use of a product may affect our ability to verify a damage, defect, or incorrect-item claim. Issues discovered before installation should be reported within the applicable reporting period above.
4. Return Approval and Process
Please contact Elite Custom Door before returning any product.
All returns require prior approval. If a return is approved, we will provide return instructions and information regarding the applicable shipping arrangements.
Iron doors are oversized and heavy products and normally require freight transportation. Returns should not be shipped without prior authorization and return instructions from Elite Custom Door.
Depending on the nature of an approved claim, the available resolution may include:
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Replacement parts
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Repair assistance
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Touch-up materials
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Partial refund
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Replacement product
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Approved return and refund
5. Return Shipping Costs and Fees
Defective, Incorrect, or Freight-Damaged Orders
If an approved claim is confirmed to result from an error by Elite Custom Door or freight damage during delivery, Elite Custom Door will cover the approved return shipping cost or provide an appropriate replacement, repair, or refund solution.
Non-Returnable Custom Orders
Custom-made products are not eligible for return because of a change of mind, customer-provided measurement errors, incorrectly selected options, or customer-requested changes after production begins.
Restocking Fee
There is no restocking fee for approved returns involving defective, incorrect, or freight-damaged products.
The 50% production fee described under the cancellation policy applies only when an eligible custom order is canceled after drawing approval and production has started.
6. Refunds
Approved refunds are issued to the original payment method.
Elite Custom Door will process an approved refund within 5–7 calendar days. Your bank, credit card issuer, or payment provider may require additional time before the refund appears in your account.
7. Contact Us
For questions regarding returns, refunds, cancellations, or order issues, please contact:
Elite Custom Door
Email: info@elitecustomdoor.com