Returns and Refunds

Satisfaction Promise

At Faux Iron Direct, we are dedicated to your satisfaction. We understand that sometimes things do not live up to your expectations, and for that, we offer a 100% satisfaction guarantee on the materials and workmanship of the products we sell. Please look over this page for information about our remake and refund policies.

Receiving Shipment

Please inspect the box thoroughly before accepting the shipment. If product is discovered to be broken or damaged in transit before shipper has left, do not accept shipment. Contact us by phone (800) 281-9963 or email info@fauxirondirect.com immediately, and we will investigate the situation.

Broken, damaged, or flawed pieces

If you discover that your grille is broken after the shipper has left, or there is a flaw with the manufacturing, please follow the steps below:

1. Report the problem by phone (800) 281-9963 or email info@fauxirondirect.com within 48 hours of receipt.
2. Take clear photos of broken or unsatisfactory items and packaging and email them to info@fauxirondirect.com to begin the claims process.
3. Keep ordered items and all original packaging material for inspection by carrier.

If we determine that the flaws you discover are the result of manufacturing or shipping mistakes, then we will arrange to have a replacement made for you and delivered at no cost to you. The manufacturer will require Proof of Destruction photos before they process a remake.

If we determine that the flaws you discover integral to the nature of the material and product, then we will proceed as if the piece is an unsatisfactory piece.

Unsatisfactory pieces

If your order arrives, and it simply does not meet your expectations, please follow the steps below:

1. Report the problem by phone (800) 281-9963 or email info@fauxirondirect.com within 48 hours of receipt. Please explain in detail why you are rejecting your purchase.
2. Keep ordered items and all original packaging material and receipts.
3. The manufacturer will either arrange to have your order picked up from you and returned to them, or they will require proof of destruction photos before your refund is processes. Please wait to be advised which route to take.
4. Once we receive confirmation from the manufacturer, we will process your refund.

PLEASE NOTE: We can not refund expediting fees, special shipping charges, custom paint fees, or other special service charges. These fees and charges will be listed on your quote.

Mistakes in ordering

The best of us make mistakes from time to time. We urge you to double and triple-check your measurements, and provide paper templates for any irregularly-shaped windows. Please carefully examine your approval forms, and make sure that all of the order details and measurements listed thereon are correct. Our manufacturer depends on the accuracy of these forms and diagrams to create their grills for us.

If an error does slip through, and your piece needs to be remade with changes, the manufacturer will remake it with the required corrections, for a 50% remake fee. Shipping and expediting charges will be added to this fee.

Return Exceptions

Merchandise that has been altered by the customer will not be accepted for refund, and claims filed more than 72 hours after delivery may be rejected.