Return, Refund & Warranty Policy

Who we are:

We are a product manufacturer that turns raw materials into windows. We are not a distributer or reseller.  You are buying directly from the factory.

All of our products are "Made in USA" in our factory outside Raleigh, NC.  

About our reviews:

The best source of objective information about us is our reviews. Contrary to the practice of most companies, we do not suppress negative reviews. Good or bad, we post them all. All reviews are from actual customers, and we do not offer any type of incentive or reward for posting a review.

Yes, we have policies, but we believe that through the transparency of our reviews you will best learn how we treat our customers. Our reviews speak for themselves.

How to contact us:

Transoms Direct, LLC
225 Technology Park Lane
Fuquay Varina, NC 27526 

(919) 557-4446
sales (at) transomsdirect.com. 

What We Expect of You

First, follow the planning process for correct measurements. 

We have worked hard to provide comprehensive measurement, planning instructions and videos in the "Plan" and “Install” sections of our website. Ultimately, you are purchasing a built-to-order product based on measurements that are specific to your installation.

Second, please check for shipping damage immediately upon receipt.

If the packaging is damaged (or you hear broken glass in the package), please do refuse delivery and have the package returned to us at our expense. Call us to receive a free replacement. 

Otherwise, open the box right after delivery and inspect your transoms.  If you find that a product is broken or defective, call us right away.  We want to send you a replacement immediately so that your project is not delayed.

What You Can Expect From Us

You should expect to receive the finest quality transom(s) in excellent, new condition, sanded and ready for paint. We do not provide painting, priming or staining services as we do not have a paint booth.

You should expect that the transoms will come expertly packed. We unconditionally guarantee that your order will arrive undamaged and free of defects. 

Our overall breakage rate (from shipping) is less than 2%.

Specific Return & Refund Policies

Every transom we ship is built-to-order based on our customer’s specifications. We do not stock any products, therefore we generally DO NOT TAKE PRODUCTS BACK INTO INVENTORY. So read our return and replacement policies below carefully.

Note: in cases below where a refund is allowed, expect the refund to be made in a method matching the original payment within 3 business days of the grant of refund.

Situation: You place an order but never receive your transom

Within 45 days of the order date, call us to to confirm shipment and correct delivery address.  If the item was shipped, you provided a valid address for delivery, and the item was never confirmed as delivered by our carrier within a reasonable period of time, you will be eligible for an immediate refund or replacement at no cost to you for the product or shipping.

Situation: You received your transom, but it was broken

Please open transom box(es) immediately upon receipt. If you discover that a window has arrived damaged or defective in any way, call us as soon as possible but no later than 3 days of receipt. 

We will immediately ship you a replacement transom at no cost for the product or shipping.  We simply ask you to cooperate with us if we would like to have the broken transom returned to us at our cost.

Situation: You received your transom, but it DOES NOT match your order (We made a mistake)

Within 14 days of receipt, call us and we will immediately ship you a replacement transom at no cost to you for the product or shipping.  We simply ask you to cooperate with us if we would like the non-conforming transom returned to us at our cost.

Situation: You received your transom, and it DOES match what you ordered (you made a mistake or changed your mind)

We DO NOT OFFER REFUNDS OR RETURNS on transoms that were built correctly to (the customer’s) specifications on the original order. There is no return window (as far as time) because no returns are accepted. 

However, if you find that you have ordered the wrong size or if you have an unforeseen installation issue, please call us. If an honest mistake was made, we do occasionally offer a significant discount on a replacement transom. All discounts or other remedies are strictly subject to our discretion.

Situation: You received your transom, it matched what you ordered, but the transom was damaged during installation

Damage or failure that occurs as a result of improper or negligent installation is not covered by any warranty, and we DO NOT OFFER REFUNDS OR RETURNS on transoms that were damaged during installation.  If the transom is damaged during installation, the customer is responsible for purchasing a replacement. There is no return window (as far as time) because no returns are accepted. 

However, please do call us.  If an honest mistake was made, we do occasionally offer a significant discount on a replacement transom. All discounts or other remedies are strictly subject to our discretion.

Situation: Any situation not covered above

We DO NOT OFFER REFUNDS OR RETURNS on transoms that were delivered and match the order specifications. There is no return window (as far as time) because no returns are accepted. 

Warranty / No Warranty Information

For exterior transoms with insulated glass panels, our glass manufacturer provides a limited one year warranty directly to the customer for the glass seal.  Please contact us for details.

EXCEPT AS EXPRESSLY SET FORTH ABOVE, TRANSOMS DIRECT MAKES NO OTHER WARRANTIES, EXPRESS, STATUTORY OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, INTEGRATION, PERFORMANCE AND ACCURACY, AND ANY IMPLIED WARRANTIES ARISING FROM STATUTE, COURSE OF DEALING, COURSE OF PERFORMANCE, OR USAGE OF TRADE.