Whether you can return building materials depends on the product and how it was ordered. At Highline, stock items can generally be returned within 7 business days, while custom orders are non-refundable, trim sales are final, and in-stock flooring cannot be returned. Always inspect your order when it arrives and report any damage right away.
Can You Return Building Materials?
Often yes, but with limits. Building materials are heavy, easy to damage, and sometimes made to order, so suppliers usually treat returns differently from regular retail. Before you buy, read the return policy and check whether your item is a stock product or a custom one.
What Can and Cannot Be Returned?
| Item | Returnable? |
| Stock items (such as in-stock doors and windows) | Yes, within 7 business days |
| Trim and molding | No, sales are final |
| In-stock flooring | No, sales are final |
| Custom or special orders | No, sales are final |
| Items damaged in delivery | Report immediately, see below |
Why Are Custom Orders Non-Refundable?
A custom order is built or sourced specifically for you. Once ordered, it cannot be sold to someone else, so suppliers generally cannot take it back. That is why checking every detail, including size, swing, finish, and options, matters before you click order. See our guide on avoiding ordering mistakes.
What Should You Do When Your Order Arrives?
- Inspect it while the delivery is still there.
- Compare it to your order for size, finish, and quantity.
- Look for damage to packaging, frames, glass, and edges.
- Take clear photos of any problem.
- Report issues right away rather than days later.
How Do You Start a Return or Exchange?
Contact our team and have your order number and details ready. Describe the issue and include photos for damage. Keep the item in its original condition and packaging whenever possible, since that is usually required.
What About Warranty Issues?
A warranty is different from a return. Warranties are provided by each manufacturer and cover defects according to their own terms. See our Manufacturers Warranties page for details.
How Can You Avoid Needing a Return?
- Measure the rough opening, not the old door or window.
- Confirm swing, handing, and finish before ordering.
- Add extra flooring for cuts and waste.
- Check the stock label so the timing works for your project.
Frequently Asked Questions
Q. Can I return a door or window?
A. Stock items can generally be returned within 7 business days, but custom orders cannot. Check whether your item is stock or custom before you order.
Q. Can I return flooring?
A. In-stock flooring cannot be returned, so measure carefully and order enough, including extra for waste.
Q. Can I return trim and molding?
A. No. Trim sales are final.
Q. What if my order arrives damaged?
A. Inspect it at delivery, take photos, and report the damage right away so it can be resolved.
Q. Are custom orders refundable?
A. No. Custom orders are made or sourced to your specifications, so they are non-refundable.
Q. Is a manufacturer warranty the same as a return?
A. No. Warranties cover defects under the manufacturer's terms. See the Manufacturers Warranties page.
-Questions about an order or a return? Contact our team, or browse the shop and check stock status before you buy.