Our Company Policies

Shipping and Return Policy

Inspection and Damage Policy

Given the size and fragility of egress windows and related products, thorough inspection upon delivery is mandatory. Your acceptance of the shipment confirms the order was received in good condition.

• Refusal of Damaged Goods: If the product arrives with visible freight damage (e.g., broken glass, bent frames, signs of mishandling), you must refuse the shipment. Note the specific damage on the carrier's Bill of Lading (BOL).
• Concealed Damage: Claims for damage not visible upon delivery must be reported to TrueFrame™ within 48 hours of receipt. We require photos of the packaging and the damaged item.
• Shipping Costs: All shipping costs are the responsibility of the customer unless the product is being returned due to verifiable warranty issues or our error.

General Return Conditions

• Custom and Special Orders: Products customized to specific dimensions or colors are non-refundable and cannot be returned once production has begun.
• Standard Stock Returns: Uninstalled and undamaged stock items may be returned within 30 days of purchase. All returns require a Return Merchandise Authorization (RMA) number issued by TrueFrame™.
• Restocking Fee: A 25% restocking fee will be applied to all authorized returns of non-damaged stock items. The customer is responsible for arranging and paying for return shipping.
• Used/Installed Items: Once a product has been installed or modified, it is considered accepted by the customer and cannot be returned for a refund.

Terms of Use

Acceptance of Terms

By accessing and using the TrueFrame™ Egress Windows website (the "Site") and purchasing products, you agree to be bound by these Terms of Use and all applicable laws and regulations.

Intellectual Property

All content, including the TrueFrame™ trademark, logos, designs, product images, and documentation, are the exclusive property of TrueFrame™ Egress Windows or its licensors and are protected by copyright and intellectual property laws. Unauthorized use is strictly prohibited.

Product Use and Liability

Installation Responsibility: TrueFrame™ is primarily a wholesale supplier and assumes no liability for the installation or ongoing maintenance of purchased products. It is the customer’s responsibility to ensure that installation meets all local and national building codes, including the International Residential Code (IRC).

Warranties: Product warranties are provided by the manufacturer. TrueFrame™ will facilitate warranty claims but does not provide direct product warranties beyond what the manufacturer offers.

Limitation of Liability

TrueFrame™ and its affiliates shall not be liable for any indirect, incidental, or consequential damages resulting from the use or inability to use the products or services offered on this Site.