DESLANO REFUND, CANCELLATION AND RETURN POLICY
At Deslano, most of our aluminum windows, doors, sunrooms, curtain wall systems, and related architectural products are manufactured according to each customer's approved dimensions, configurations, glass specifications, colors, hardware selections, and project requirements.
Because these products are made specifically for individual projects and generally cannot be resold, customized orders are subject to different cancellation and return conditions from ordinary retail products.
This Refund, Cancellation and Return Policy explains how Deslano handles order changes, cancellations, shipping damage, manufacturing defects, incorrect products, returns, replacements, and refunds.
1. Scope of This Policy
This policy applies to products manufactured or supplied by Guangdong Deslano Doors and Windows Co., Ltd., including:
Aluminum windows;
Aluminum doors;
Sliding, folding, hinged, pocket, lift-and-slide, and automatic door systems;
Sunrooms and enclosure systems;
Curtain wall systems;
Glass and glazing products;
Custom hardware and accessories;
OEM and ODM products;
Customized samples and project mock-ups;
Replacement parts supplied by Deslano.
Where a quotation, pro forma invoice, sales contract, purchase agreement, technical agreement, or project-specific document contains different cancellation or refund terms, the project-specific written agreement shall prevail.
2. Order Confirmation
An order is considered confirmed when Deslano has received one or more of the following:
The required deposit or full payment;
Written acceptance of the quotation or pro forma invoice;
A signed sales contract or purchase order;
Approval of shop drawings, production drawings, samples, colors, glass specifications, or other technical documents;
Written authorization to purchase materials or begin production.
Before confirming an order, the customer is responsible for checking all information, including:
Product dimensions;
Quantity;
Opening direction;
Interior and exterior orientation;
Frame and sash configuration;
Glass type and thickness;
Color and surface finish;
Hardware brand and configuration;
Electrical voltage and control requirements;
Structural and performance requirements;
Packaging requirements;
Delivery address;
Applicable standards and local building requirements.
Deslano strongly recommends that all dimensions and project conditions be verified by a qualified installer, contractor, architect, engineer, or surveyor before production approval.
3. Order Changes
Requests to change an order must be submitted to Deslano in writing.
A requested change is not effective until Deslano confirms the change in writing.
Changes may affect:
Product price;
Material cost;
Engineering cost;
Production schedule;
Packaging;
Product performance;
Shipping cost;
Delivery date.
If design work, material procurement, glass ordering, profile cutting, surface treatment, fabrication, or assembly has already started, the customer will be responsible for all additional costs resulting from the requested change.
Deslano may reject a change request when the requested change is technically impractical or when production has progressed beyond the stage at which the change can reasonably be made.
An approved change may restart or extend the estimated production lead time.
4. Order Cancellation
Because Deslano products are primarily made to order, cancellation eligibility depends on the production stage at the time the written cancellation request is received.
4.1 Before Design or Engineering Work Begins
If the customer cancels the order before Deslano begins detailed design, shop drawings, engineering, material preparation, or procurement, Deslano may approve a full refund.
Third-party payment-processing fees, bank charges, currency-conversion charges, and other non-recoverable transaction costs may be deducted from the refund.
4.2 After Design Work Begins but Before Production Approval
If detailed drawings, engineering, technical calculations, product configuration, color matching, or sample preparation has started, but the customer has not yet approved production and Deslano has not purchased custom materials, the order may be canceled subject to a cancellation fee of up to 10% of the total order value.
The cancellation fee covers design, engineering, sales administration, technical review, and related work already completed.
If the actual documented cost incurred by Deslano exceeds 10%, Deslano may deduct the actual cost instead.
4.3 After Drawing Approval or Material Procurement
If the customer has approved the production drawings, samples, specifications, or production authorization, or Deslano has ordered or prepared custom materials, cancellation may be accepted only at Deslano's discretion.
A cancellation fee of up to 20% of the total order value, or the actual non-recoverable cost incurred by Deslano, whichever is greater, may apply.
Non-recoverable costs may include:
Customized aluminum profiles;
Powder coating or anodizing;
Custom glass;
Special hardware;
Motors and control systems;
Molds, tooling, and samples;
Engineering services;
Packaging materials;
Supplier cancellation charges;
Administrative and transaction expenses.
4.4 After Production Begins
Once any of the following activities has started, the order is considered to be in production:
Aluminum profile cutting;
Profile machining or milling;
Surface treatment;
Glass cutting, tempering, laminating, or insulating;
Frame or sash assembly;
Hardware installation;
Electrical system preparation;
Sunroom or curtain wall fabrication;
Product packaging.
After production begins, customized orders cannot normally be canceled, returned, exchanged, or refunded.
Any exception must be expressly approved in writing by an authorized Deslano representative. If an exception is approved, the customer remains responsible for all costs already incurred.
4.5 After Completion or Shipment
Completed, packed, dispatched, or shipped customized products cannot be canceled or refunded because the customer:
Changes their mind;
No longer needs the products;
Changes the project design;
Delays or cancels the construction project;
Finds another supplier;
Experiences budget changes;
Cannot obtain installation services;
Provided incorrect dimensions or specifications.
Storage, demurrage, port charges, return freight, customs charges, or other expenses resulting from the customer's failure to receive the goods will be the customer's responsibility.
5. Customized Products Are Generally Non-Returnable
Products manufactured according to customer-approved requirements are considered customized products.
Customized requirements include, but are not limited to:
Non-standard dimensions;
Custom colors or finishes;
Custom glass;
Custom opening directions;
Custom frame configurations;
Custom hardware;
Project-specific structural requirements;
Electrical components;
Logos or private-label packaging;
Modified profiles;
Special drainage or installation details.
Customized products are generally non-returnable and non-refundable after production begins unless Deslano confirms that the product:
Has a material manufacturing defect;
Was manufactured significantly differently from the approved production documents;
Was supplied in the wrong quantity or configuration due to Deslano's error;
Was damaged before the transfer of shipping risk to the customer.
6. Customer Measurement or Specification Errors
Deslano manufactures products based on the dimensions, drawings, specifications, and approvals supplied or confirmed by the customer.
Deslano is not responsible for errors arising from:
Incorrect site measurements;
Incorrect wall-opening dimensions;
Failure to allow for installation gaps;
Incorrect floor or finished-floor levels;
Reversed opening directions;
Incorrect interior or exterior orientation;
Incorrect glass, color, or hardware selection;
Incomplete structural information;
Undisclosed wind, snow, coastal, or environmental conditions;
Failure to comply with local building requirements.
Products manufactured correctly according to approved drawings or specifications are not defective and are not eligible for return or refund because they do not fit the site or no longer meet the customer's preferences.
If technically possible, Deslano may offer modification, replacement, or remanufacturing at the customer's expense.
7. Drawing and Sample Approval
The latest production drawing, order confirmation, approved sample, color reference, or written specification approved by the customer shall be the primary reference when determining whether the delivered product is correct.
Renderings, website photographs, catalog images, computer screens, and marketing materials are for general reference. Minor differences may occur because of:
Screen settings;
Lighting conditions;
Photography;
Material batches;
Glass reflection;
Surface texture;
Manufacturing tolerances.
When accurate color matching is critical, the customer should approve a physical color sample before production.
Minor differences that remain within the approved specification or normal industry tolerances are not considered grounds for rejection, return, or refund.
8. Standard or Non-Customized Products
Standard replacement parts, accessories, or non-customized products may be eligible for return only when Deslano approves the return in writing.
To qualify, the product must generally be:
Unused;
Uninstalled;
Unmodified;
Undamaged;
Complete with all components;
In its original packaging;
In a resalable condition;
Accompanied by valid proof of purchase.
Approved discretionary returns may be subject to:
A restocking fee of up to 20%;
Return freight;
Inspection fees;
Repackaging fees;
Bank or payment-processing charges.
Original shipping costs, customs duties, taxes, and clearance fees are not refundable unless the return results directly from a confirmed Deslano error.
9. Shipping Damage
The customer or consignee must inspect all crates, cartons, glass, frames, and packaging immediately upon delivery.
9.1 Visible Shipping Damage
Visible damage must be:
Recorded on the carrier's delivery receipt before signing;
Photographed or filmed before the packaging is opened;
Reported to Deslano in writing within 48 hours of delivery;
Supported by photographs of the crate, packaging, shipping labels, damaged area, and delivery documentation.
The customer should write a clear damage note on the carrier's receipt, such as:
"Goods received with visible packaging and product damage."
Signing a delivery receipt without noting visible damage may limit the ability to recover compensation from the carrier or cargo insurer.
9.2 Concealed Shipping Damage
Damage discovered only after unpacking must be reported within seven calendar days after delivery.
The customer must preserve:
The original packaging;
Crates and protective materials;
Shipping labels;
Damaged products and components;
Photographs and videos of the unpacking process.
The customer must not dispose of packaging or damaged components until the claim has been resolved or Deslano gives written permission.
9.3 Shipping Risk and Incoterms
Responsibility for shipping loss or damage will be determined according to the Incoterm, shipping agreement, insurance arrangement, and risk-transfer point stated in the quotation, pro forma invoice, sales contract, or transport document.
A shipping-damage claim does not automatically create a right to a full product refund.
Depending on the applicable shipping terms, the claim may be handled through:
The freight carrier;
The cargo insurer;
The freight forwarder;
Deslano;
The customer or consignee.
Deslano will reasonably assist with the documents required for an eligible carrier or insurance claim.
10. Damaged, Defective, or Incorrect Products
The customer must inspect the products before installation.
An initial claim involving a visible manufacturing defect, incorrect product, incorrect quantity, or missing component should be submitted within 30 calendar days after delivery.
The 30-day inspection period does not replace or shorten any applicable written product warranty for latent manufacturing defects discovered later.
The claim must include:
Customer name and contact information;
Deslano quotation, invoice, order, or contract number;
Product identification;
Product quantity and dimensions;
A detailed description of the problem;
Clear photographs of the complete product;
Close-up photographs of the alleged defect;
Videos showing any operational problem;
Photographs of product and packaging labels;
Delivery documents;
Installation photographs, when relevant;
Any measurements or test information reasonably requested by Deslano.
The customer must not install a product with an obvious defect or visible shipping damage without first obtaining written instructions from Deslano.
Installation, modification, cutting, drilling, reglazing, painting, or disposal of a visibly affected product without authorization may reduce or eliminate the available remedy.
11. Assessment and Available Remedies
After reviewing the claim, Deslano may request:
Additional photographs or videos;
A remote video inspection;
Product measurements;
Installation information;
Testing by a qualified professional;
Inspection of the product or site;
Return of a component or sample.
If Deslano confirms that the issue was caused by a manufacturing error or that the supplied product materially differs from the approved order, Deslano may select one or more of the following remedies:
Technical guidance;
Adjustment instructions;
A repair kit;
Replacement hardware or components;
Local repair with prior written approval;
Remanufacture of the affected component;
Replacement of the affected product;
Partial refund;
Full refund of the confirmed defective product.
The remedy selected by Deslano will take into account:
The nature and severity of the issue;
Whether the product remains safe and usable;
Whether the issue can be repaired;
Replacement and shipping costs;
The value of the affected component;
The applicable warranty and sales terms.
A full refund is normally considered only when repair, component replacement, product replacement, or another reasonable corrective solution is not practical.
Deslano is not required to refund an entire order because one separable product or component is defective.
12. Installation-Related Issues
Refunds and free replacements are not available for problems caused by:
Improper installation;
Incorrect anchoring;
Incorrect glazing;
Inadequate sealing or waterproofing;
Blocked drainage holes;
Unsuitable supporting structures;
Building movement or settlement;
Incorrect adjustment;
Damage caused during installation;
Failure to follow installation drawings or instructions;
Installation by an unqualified party.
Unless Deslano has entered into a separate written installation contract, Deslano supplies manufactured products and does not assume responsibility for third-party installation work.
Technical assistance provided by Deslano does not transfer responsibility for local installation, building design, structural engineering, or legal compliance to Deslano.
13. Return Authorization
Products must not be returned without prior written authorization from Deslano.
If a return is required, Deslano will provide:
A return authorization;
The applicable return address;
Packaging instructions;
Shipping instructions;
Any required reference number.
Products returned without prior written authorization may be rejected, stored at the sender's expense, or returned to the sender.
The address shown on the Deslano website is not automatically an authorized return address.
International products must not be shipped back to China without Deslano's written confirmation because customs, import, tax, and freight requirements must be arranged in advance.
14. Return Shipping Costs
If a return is required because of a confirmed Deslano manufacturing or supply error, Deslano will determine whether to:
Arrange the return shipment;
Reimburse reasonable pre-approved return freight;
Waive physical return and provide another remedy.
The customer must not arrange return freight or local repair at Deslano's expense without prior written authorization.
If Deslano approves a discretionary return of a non-defective product, the customer is responsible for:
Return freight;
Export and import documentation;
Customs duties and taxes;
Insurance;
Packaging;
Handling;
Storage;
Any damage occurring during return transportation.
The customer remains responsible for the returned goods until they are received and inspected at the authorized destination.
15. Refund Amount
An approved refund may be reduced by applicable costs, including:
Completed design or engineering work;
Custom materials already purchased;
Manufacturing work already completed;
Supplier cancellation fees;
Restocking or inspection charges;
Bank charges;
Payment-processing fees;
Currency-conversion costs;
Original shipping expenses;
Return freight;
Customs duties and taxes;
Storage or handling charges;
Other non-recoverable third-party expenses.
No deduction will be made for costs that should reasonably be borne by Deslano due solely to a confirmed Deslano manufacturing or supply error.
Refunds do not normally include:
Installation or removal labor;
Scaffolding or lifting equipment;
Contractor charges;
Project delay costs;
Accommodation;
Loss of use;
Lost profit;
Business interruption;
Damage to surrounding construction;
Consequential or indirect losses.
16. Refund Processing
Once a refund has been approved in writing and all applicable return or inspection requirements have been completed, Deslano will normally initiate the refund within 10 business days.
Refunds will generally be issued:
To the original payer;
Through the original payment method where reasonably possible;
In the original transaction currency unless otherwise agreed;
To the bank account stated in the original payment records.
Bank processing time, international transfer time, intermediary bank charges, and currency conversion are outside Deslano's direct control.
For refunds made by international bank transfer, applicable bank charges may be deducted unless the refund results entirely from a confirmed Deslano error.
Letter-of-credit transactions, trade-finance arrangements, or payments made through third-party platforms will be processed according to the applicable financial instrument or platform rules.
17. Production and Shipping Delays
Production and delivery dates are estimates unless Deslano expressly guarantees a specific date in a signed written agreement.
A delay does not automatically entitle the customer to cancel the order or receive a refund when the delay is caused by:
Late customer approval;
Late or incomplete payment;
Customer-requested changes;
Missing technical information;
Material shortages;
Supplier delays;
Testing or inspection requirements;
Customs inspection;
Port congestion;
Freight carrier delays;
Weather;
Strikes;
Government action;
Natural disasters;
War, civil disturbance, epidemic, or force majeure;
Events outside Deslano's reasonable control.
If a substantial delay is caused solely by Deslano, both parties should first attempt to agree on a revised production or delivery schedule and a commercially reasonable solution.
18. Product Acceptance
Where Deslano provides production photographs, videos, inspection reports, samples, or pre-shipment inspection access, the customer should review them promptly.
Customer approval of a pre-shipment inspection does not waive claims for latent manufacturing defects that could not reasonably have been discovered during that inspection.
However, claims relating to visible appearance, quantity, configuration, or specifications that were clearly shown and approved during inspection may be rejected unless the supplied goods differ from the approved inspection record.
19. Chargebacks and Payment Disputes
Customers should contact Deslano before initiating a payment dispute or chargeback.
Most product, shipping, documentation, or technical concerns can be investigated and resolved through direct communication.
Submitting a chargeback does not change the customized nature of the products or automatically create a right to cancel, return, or refund an order.
Deslano may provide payment providers, banks, insurers, and other relevant institutions with:
Order confirmations;
Approved drawings;
Customer communications;
Production records;
Inspection evidence;
Shipping documents;
Delivery confirmation;
Applicable policies and contracts.
Deslano will cooperate with the final decision of the applicable bank or payment provider, subject to applicable law and contractual rights.
20. Relationship With the Product Warranty
This Refund, Cancellation and Return Policy applies primarily to order cancellation, initial product inspection, returns, and refunds.
Manufacturing defects discovered after the initial inspection period may be handled under the applicable Deslano Limited Product Warranty.
A valid warranty claim does not automatically require a cash refund. The available warranty remedy may include repair, technical support, replacement parts, component replacement, or product replacement.
21. Statutory Rights
Nothing in this policy excludes or limits rights or remedies that cannot legally be excluded or limited under applicable law.
Consumer rights may vary according to the customer's country, region, purchase method, and whether the purchase was made for personal or commercial purposes.
For commercial, wholesale, distributor, contractor, developer, or project orders, the signed sales contract, pro forma invoice, purchase agreement, and applicable trade terms may contain additional conditions.
22. Contact Us
To request an order change, cancellation, return authorization, shipping-damage assessment, or refund review, please contact:
Guangdong Deslano Doors and Windows Co., Ltd.
Email: shirley@dslnwindoors.com
Telephone / WhatsApp: +86 153 6017 0418
Website: www.dslnwindoors.com
Address: NIVS Industrial Park, Huanzhen Road, Huicheng District, Huizhou City, Guangdong Province, China
Please include your Deslano quotation, invoice, contract, or order number in all communications.
Our Commitment
Deslano is committed to transparent communication, precision manufacturing, and fair resolution of verified product and delivery issues.
Because every customized window, door, or architectural system is manufactured for a specific project, customers are encouraged to carefully check all drawings, dimensions, colors, glass specifications, opening directions, hardware, and project requirements before authorizing production.