Refund policy

Because every MERUZY architectural window, door, stair, and railing system is 100% custom-engineered and fabricated to customer-approved specifications, our cancellation, return, and damage claim terms differ significantly from standard retail e-commerce products. Please review these binding terms prior to confirming your order.

1. Custom Order & Cancellation Fee Hierarchy

All Custom Sales Are Final: Because CAD shop drawings and formal itemized invoices are reviewed and signed prior to deposit collection, custom manufacturing orders cannot be returned, exchanged, or refunded once production commences.

Order cancellations are strictly governed by the following operational stages:

  • Stage 1: Pre-Cutting Cancellation (Within 24 Hours of Deposit)

    Because technical shop drawings and engineering reviews are completed prior to deposit payment, if a buyer requests cancellation within 24 hours of placing the deposit (and before raw materials are cut), a 20% engineering and administrative fee will be retained, and the remaining 80% of the deposit will be refunded.

  • Stage 2: Active Fabrication Stage (Raw Materials Cut)

    Once raw aluminum extrusions are cut or architectural glass units enter the tempering process (typically within 24–48 hours of deposit confirmation), the 50% deposit becomes 100% non-refundable to cover unrecoverable custom material and labor costs.

  • Stage 3: Fabrication Completed or Cargo In Transit

    Orders cannot be canceled, altered, or refunded under any circumstances once custom systems are fully fabricated, crated, or dispatched from our facility.

Dimensional Accuracy Disclaimer: MERUZY fabricates precisely to customer-approved CAD shop drawings and itemized invoices. MERUZY is not liable for incorrect field measurements, out-of-square rough openings (R.O.), or site structural changes executed by local contractors after drawing sign-off.

2. Transit Damage Claim Policy (Free Replacement Guarantee)

While all products are packaged inside heavy-duty plywood crates, transit damage can occasionally occur. MERUZY guarantees free expedited replacement of any glass, frame, or hardware component damaged during transit, provided the buyer adheres strictly to the following 3-step reporting procedure required for maritime insurance claims:

STEP 1: Inspect Crates & Note Damage on the Bill of Lading (BOL)

Thoroughly inspect the exterior of all wooden crates BEFORE signing the delivery receipt (Bill of Lading / BOL) presented by the freight driver.

  • If a crate exhibits visible damage (cracked plywood, puncture holes, broken steel bands, crushed corners), you MUST write "Crate Damaged - Subject to Internal Inspection" directly on the driver’s physical or electronic BOL prior to signing.
  • CRITICAL LEGAL WARNING: Signing a BOL as "Received in Good Condition" without noting damage releases the freight carrier from legal liability and voids cargo insurance claim eligibility.

STEP 2: Photographic & Video Documentation Within 48 Hours

Uncrate the damaged section carefully and capture clear, high-resolution photos and video footage showing:

  1. The damaged exterior crate showing shipping labels and crate numbers.
  2. The damaged glass, aluminum profile, or hardware component in detail.

STEP 3: Submit Claim to MERUZY

Send your signed BOL copy, photos, videos, and order details to info@meruzy.com within 48 hours of delivery.

MERUZY Claim Resolution:

Upon verification, MERUZY will immediately place your replacement components at the top of our production queue for priority manufacturing and expedited ocean/air freight shipping at zero cost to the buyer.

3. Absolute Exclusion of Consequential & Incidental Delay Damages

MERUZY’s sole legal obligation for transit damage or manufacturing defects is strictly limited to fabricating and delivering replacement components. Under no circumstances shall MERUZY be held liable for:

  • Local contractor or installer downtime labor costs.
  • Project delay penalties or liquidated damages assessed by property owners or developers.
  • Equipment rental charges (e.g., crane, scaffolding, or forklift re-booking fees).
  • Loss of rental income, commercial revenue, or temporary housing expenses.
  • Any indirect, special, incidental, or consequential damages resulting from shipping delays or replacement fabrication timelines.

4. Manufacturing Discrepancies & Dimensional Tolerances

  • Discrepancy Reporting Window: If a manufacturing defect or dimensional error is discovered during field installation, notify MERUZY within 7 business days of job-site delivery with photo/video evidence comparing the delivered product against the signed shop drawings.
  • Industry Tolerances: Structural aluminum profiles and glass units manufactured by MERUZY comply with international fabrication tolerances of ±2mm (1/16 inch). Dimensional variations within this industry tolerance do not constitute defects. Verified factory errors exceeding tolerance will be remanufactured and shipped at MERUZY’s expense.

5. Claims Department Contact

To file a transit damage claim or report a manufacturing discrepancy:

  • Department: MERUZY Quality & Claims
  • Email: info@meruzy.com
  • Official Website: https://meruzy.com