Proudly Built in Canada. Perfect for Every Home

Refund policy

We take great pride in the quality of our windows and doors. To ensure complete transparency and customer satisfaction, we have created a clear return policy that distinguishes between stock products and custom-made orders.

1. Stock Windows and Doors

Eligibility for Return:

  • Stock products may be returned within 30 days of delivery.

  • Items must be in new, unused, and resaleable condition, with all original packaging and documentation intact.

Non-Returnable Stock Items:

  • Items that have been installed, altered, or damaged after delivery.

  • Items that are clearance, final sale, or discontinued.

Return Process:

  • To initiate a return, please contact us at info@iriswindows.com with your order number and reason for return.

  • Returns must be authorized before shipping. Unauthorized returns will not be accepted.

  • Customers are responsible for return shipping costs.

  • A 15% restocking fee applies to all returned stock products.

Refunds:

  • Once the returned item is inspected and approved, a refund will be issued to the original payment method within 7–10 business days, minus shipping and restocking fees.

2. Custom Windows and Doors

Custom windows and doors are made-to-order based on the specifications you provide. As such, these items are non-returnable and non-refundable.

Order Accuracy:

  • Please review all order details carefully before submitting. This includes dimensions, style, color, configuration, and hardware options.

  • We are not responsible for incorrect specifications provided by the customer.

  • Customers are responsible for ensuring the product will fit in the intended opening and that the opening is prepared according to installation requirements.

Damaged or Defective Custom Orders:

  • If your custom product arrives damaged or defective, please notify us within 48 hours of delivery.

  • We will require photos and a description of the issue to determine appropriate next steps.

  • If the issue is validated as a manufacturing defect or shipping damage, we will repair or remake the window component at no cost to you.

3. Order Cancellations

  • Stock Orders: May be cancelled before shipment with no penalty. Once shipped, the return policy above applies.

  • Custom Orders: Cannot be cancelled once production has begun.

4. Shipping Damage

Please inspect all deliveries upon arrival. If your product is damaged in transit:

  • Mark the delivery as “Damaged” with the carrier if possible.

  • Take photos of the packaging and product.

  • Report the issue to us at info@iriswindows.com within 48 hours of delivery.

  • Claims submitted beyond this period may not be eligible for compensation.

5. How to Start a Return or Report an Issue

Email: info@iriswindows.com
Include:

  • Order number

  • Photos (if applicable)

  • Description of issue

  • Contact information

6. Disclaimers 

  • Installation Materials Disclaimer: Iris Windows products do not include installation materials such as screws, fasteners, shims, insulation foam, sealant, or caulking. These items must be supplied separately by the installer or customer.

  • Glass Disclaimer: Variations in tint, reflection, and light transmission are natural due to glass manufacturing processes and do not constitute defects.

  • Website Imagery: Colours and finishes shown online may differ from actual products due to monitor settings. Customers are encouraged to order samples before placing an order.

  • Product Changes: Iris Windows may update product designs, hardware, or specifications without notice. If a component becomes unavailable, we will provide a comparable alternative.

Need Help?

Our team is here to support you throughout your buying process. For assistance, contact us at:
📞 1-800-987-1898
📧 info@iriswindows.com