Return & Refund Policy
At IronEntryStudio, most of our iron doors are custom-made to order based on the measurements, configurations, finishes, glass options, hardware selections, and other specifications confirmed for each project.
Because custom products are produced specifically for an individual order, our return and refund policy differs from that of standard retail products.
Please review this policy carefully before placing your order.
Custom and Made-to-Order Products
Custom and made-to-order iron doors are generally not eligible for return or refund due to buyer’s remorse, change of mind, personal preference, or customer-selected specifications.
This includes, but is not limited to:
- Change of mind after production begins
- Incorrect measurements provided or approved by the customer
- Incorrect door swing selected by the customer
- Incorrect jamb depth selected or approved by the customer
- Incorrect finish, color, glass, hardware, or configuration selected by the customer
- Changes to the project after the order has entered production
- Products that no longer fit because of changes to the building, opening, or installation conditions
- Personal preference regarding appearance after receiving a product that substantially matches the confirmed order specifications
Customers are responsible for carefully reviewing all measurements, drawings, specifications, finishes, and selected options before final approval.
Eligible Return or Refund Issues
We will review return, repair, replacement, or refund requests involving:
- Confirmed shipping or freight damage
- Manufacturing defects
- Incorrect products
- Missing essential components
- Products that materially differ from the confirmed order specifications
The appropriate resolution depends on the nature and severity of the issue.
Visible Freight Damage
Visible freight damage should be reported as soon as possible.
Customers should:
- Inspect the shipment before signing the carrier’s delivery receipt or Proof of Delivery.
- Note any visible damage directly on the delivery receipt.
- Take clear photographs of the packaging, crate, shipping labels, and damaged areas.
- Contact IronEntryStudio within 3 calendar days after delivery.
Whenever possible, do not discard the original packaging until the claim has been reviewed.
Concealed Damage, Incorrect Products, Missing Essential Components, and Manufacturing Defects
Please inspect your order carefully as soon as possible after delivery.
Any concealed shipping damage, incorrect products, missing essential components, or other delivery-related issues that were not reasonably visible at the time of delivery must be reported to IronEntryStudio within 7 calendar days after delivery. Please include your order number, a description of the issue, and clear photos or videos showing the affected product, packaging, and shipping materials when applicable.
The 7-day reporting period applies only to delivery inspection and delivery-related issues. It does not shorten, replace, or limit the applicable warranty period for manufacturing defects.
Claims involving a manufacturing defect may be submitted during the applicable warranty period described in our Warranty Policy, subject to the terms, exclusions, and claim requirements of that policy.
Customers should retain all original packaging and shipping materials until the product has been fully inspected and any delivery-related issue has been resolved. IronEntryStudio may request additional photos, videos, measurements, documentation, or other information reasonably necessary to evaluate a claim.
Required Claim Information
To help us review your claim, please provide:
- Order number
- Customer name
- Description of the issue
- Clear photos of the full product
- Close-up photos of the affected area
- Photos of the packaging or crate
- Photos of shipping labels
- Video, if helpful
- Any other information reasonably requested during the claim review
Incomplete documentation may delay our ability to investigate or resolve a claim.
Do Not Install or Modify a Product With a Reported Issue
If you discover damage, a defect, an incorrect product, or missing components, please contact IronEntryStudio before installation.
Do not:
- Install
- Cut
- Drill
- Weld
- Paint
- Refinish
- Modify
- Alter
the affected product before contacting us.
Installation or modification after discovering an issue may affect the available remedy if the alteration makes it difficult to determine the original condition of the product.
Return Authorization Required
Do not return oversized iron doors or freight shipments without prior written authorization from IronEntryStudio.
All physical returns must receive approval before shipment.
Unauthorized returns may be refused.
Because iron doors are oversized freight items, return transportation must be coordinated carefully.
Return Shipping Costs
If a return is approved because of:
- Confirmed freight damage
- Manufacturing defect
- Incorrect product
- Missing essential component
- Another confirmed error attributable to IronEntryStudio
IronEntryStudio will arrange or cover reasonable approved return shipping costs.
Customers should not independently arrange freight return shipping unless authorized by IronEntryStudio.
Restocking Fees
There is no restocking fee for approved returns resulting from confirmed shipping damage, manufacturing defects, incorrect products, missing components, or other seller-attributable errors.
Custom products are not accepted for ordinary buyer’s-remorse returns.
Available Remedies
Depending on the issue, IronEntryStudio may offer one or more of the following remedies:
- Replacement parts
- Repair assistance
- Local repair support
- Product replacement
- Partial refund
- Full refund
- Authorized return
- Other appropriate resolution
The remedy will be determined based on the circumstances, product condition, severity of the issue, and feasibility of repair or replacement.
Exchanges
We do not offer standard exchanges for custom or made-to-order iron doors.
If an eligible issue is confirmed, we will provide an appropriate remedy under this policy rather than process the matter as a standard exchange.
Order Cancellation
Because custom iron doors require design work, drawings, material preparation, production scheduling, manufacturing labor, custom fabrication, and other resources, cancellation eligibility depends on the stage of the order.
Before Final Drawing Approval and Before Production Begins
If you request cancellation before final drawing approval and before production begins, you are eligible for a full refund of amounts paid toward the canceled order.
A cancellation is not considered complete until confirmed by IronEntryStudio in writing.
After Final Drawing Approval but Before Production Begins
If the final drawing has been approved but production has not yet begun, you may request cancellation by contacting IronEntryStudio as soon as possible.
If IronEntryStudio receives your cancellation request before production begins, you are eligible for a full refund of amounts paid toward the canceled order.
The 50% production cancellation fee does not apply if the cancellation request is received before the order has entered production.
Cancellation eligibility and any applicable cancellation fee are determined based on the stage of the order at the time IronEntryStudio receives your cancellation request.
A cancellation is not considered complete until confirmed by IronEntryStudio in writing. The timing of that written confirmation does not change your cancellation eligibility or any applicable cancellation fee.
After Final Drawing Approval and Production Has Begun
Once the final drawing has been approved and the order has entered production, cancellation may be subject to a production cancellation fee equal to 50% of the total product purchase price of the canceled order, after applicable discounts and before sales tax.
For purposes of this policy, the total product purchase price means the price of the products included in the canceled order after applicable discounts, excluding sales tax and separately stated shipping or delivery charges.
The cancellation fee is calculated based on the total product purchase price of the order, not the amount already paid by the customer.
Any eligible amount already paid by the customer in excess of the applicable cancellation fee will be refunded to the original payment method.
If the amount already paid is less than the applicable cancellation fee, any remaining amount due may remain payable to the extent permitted by applicable law.
The cancellation fee reflects costs already committed to the custom order, which may include design and engineering work, drawings and order preparation, materials, labor, production scheduling, custom fabrication, customer-specific components, and other production-related expenses.
Because each custom iron door is manufactured specifically for the confirmed order, these costs may no longer be recoverable after production begins.
After Shipping Has Been Arranged or the Order Has Been Dispatched
Once freight transportation has been arranged or the order has been dispatched, the order cannot be canceled.
Refusing delivery does not constitute an approved cancellation and does not automatically make the order eligible for a refund.
Storage, redelivery, reconsignment, rerouting, return freight, or other carrier charges resulting from an unauthorized refusal may be the customer’s responsibility.
Refund Processing
Approved refunds will be issued to the original payment method.
Refunds are generally processed within:
5–8 business days after approval
If a physical return is required, refund processing may begin after the returned product has been received and inspected.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Natural and Handcrafted Variations
IronEntryStudio products may include handcrafted finishes, hand-applied patinas, glass, welded components, forged details, and other materials that may show natural or production-related variation.
Minor differences in:
- Finish tone
- Texture
- Patina appearance
- Hand-forged details
- Weld appearance
- Glass characteristics
- Color under different lighting
- Hand-applied finishing
may occur and are not automatically considered defects.
A product may be considered materially different only when it substantially fails to match the confirmed order specifications or intended function.
Customer Measurement Responsibility
Customers are responsible for ensuring that all measurements provided or approved for a custom order are accurate.
This includes, where applicable:
- Rough opening dimensions
- Door size
- Jamb depth
- Swing direction
- Threshold requirements
- Sidelight or transom dimensions
- Wall thickness
- Installation clearances
- Other site-specific measurements
Products manufactured according to customer-confirmed measurements are not eligible for return solely because the measurements later prove unsuitable for the installation location.
If you are unsure about measurements, please contact us before final approval.
Customer-Selected Options
Customers are responsible for reviewing and confirming selected options before production, including:
- Door configuration
- Finish
- Color
- Glass
- Handles
- Hardware
- Swing direction
- Jamb depth
- Sidelights
- Transoms
- Other custom details
A product manufactured according to confirmed customer selections is not considered incorrect solely because the customer later prefers a different option.
Installation-Related Issues
Damage or problems caused by:
- Improper installation
- Incorrect site preparation
- Unauthorized modification
- Improper handling after delivery
- Use of unsuitable hardware
- Structural conditions at the installation site
are not considered manufacturing defects.
We recommend using qualified installers familiar with oversized iron entry doors.
Refused Deliveries
Customers should not refuse delivery solely because of minor packaging damage.
If visible damage is present, note it on the delivery receipt, take photographs, accept the shipment when reasonably appropriate, and contact IronEntryStudio.
Unauthorized refusal of delivery may result in storage, redelivery, reconsignment, or return freight charges.
Chargebacks and Payment Disputes
If you believe there is a problem with your order, please contact IronEntryStudio first so we have an opportunity to review and resolve the issue.
Submitting a payment dispute does not change the terms of this policy or automatically make a custom order eligible for return or refund.
Policy Abuse or Fraudulent Claims
IronEntryStudio reserves the right to deny claims involving:
- Fraud
- False statements
- Altered documentation
- Intentional damage
- Unauthorized product modification
- Claims inconsistent with available shipping, production, or photographic records
Nothing in this section limits rights available to consumers under applicable law.
Consumer Rights
Nothing in this policy is intended to limit any non-waivable consumer rights available under applicable federal, state, provincial, or local law.
Where applicable law provides greater rights than this policy, applicable law will control.
Contact Us
If you have questions about a return, refund, cancellation, freight damage, or product issue, please contact us:
IronEntryStudio
15427 E Nelson Ave
La Puente, CA 91744
support@ironentrystudio.com
+1 562-323-9362
