EuroPrestige - europrestige.us

Effective date: [August 10, 2026] · Last updated: [August 10, 2026]

This policy applies to all orders placed on europrestige.us and shipped to addresses within the United States. Please read it before you place an order - by completing a purchase you confirm that you have read and accepted the terms below.

1. Policy at a glance

Product category	Return window	Restocking fee	Return shipping	Refund
In-stock products, accessories, hardware and standard-size items	30 calendar days from delivery	15% of the item price	Paid by the customer	Original payment method
Custom-made and made-to-order products (windows, doors, kitchens, pergolas, garage doors produced to your sizes, colors, finishes or configuration)	Not returnable (final sale)	—	—	Cancellation terms in Section 8 apply
Damaged, defective or incorrect items (our error or carrier damage)	Report within 48 hours of delivery (5 business days for concealed damage)	None	Paid by EuroPrestige	Free repair, replacement or full refund

2. Standard 30-day returns

You may return an eligible in-stock product within 30 calendar days of the delivery date. To be accepted, the return must meet all of the following conditions:

• a Return Merchandise Authorization (RMA) number is requested within the 30-day window and issued by EuroPrestige before the item is shipped back;
• the product is unused, uninstalled, unaltered and free of scratches, drilling, cutting, painting or any other modification;
• the product is returned in its original packaging, including protective film, crating, pallets, brackets, hardware, keys, remote controls, manuals and any promotional items supplied with it;
• proof of purchase (order number or invoice) is provided;
• the product is not listed as non-returnable in Section 4.

Items received back after the RMA has expired, without an RMA number, or in a condition that does not meet the criteria above may be refused, returned to you at your expense, or refunded at a reduced amount reflecting the loss in value.

3. Custom and made-to-order products

The majority of EuroPrestige products - including windows, entry and interior doors, sliding and French systems, kitchens, pergolas, garage doors and aluminum systems - are manufactured in Europe specifically for your project: to your measurements, glazing package, color, finish, hardware set and configuration. These products cannot be restocked or resold and are therefore final sale: they are not eligible for return or exchange for reasons of change of mind, incorrect measurements supplied by the customer, project delay, or a change in design preference.

This does not affect your rights if the product arrives damaged, defective, or does not match the specification confirmed in your order — see Section 7.

Measurements. Where sizes, opening directions, glass type or finishes are supplied by you or your contractor, you are responsible for their accuracy. We strongly recommend a professional field measurement before the order is confirmed. EuroPrestige is happy to review your dimensions on request, but final approval of the order specification rests with you and is confirmed in writing before production begins.

Samples and finish colors. Color, wood grain, powder-coat texture and glass tint may vary slightly between production batches and may differ from screen images and printed samples. Such variation is not considered a defect.

4. Non-returnable items

The following are not eligible for return:

• custom-made and made-to-order products, as described in Section 3;
• special-order colors, finishes, glass packages, hardware and accessories ordered specifically for you;
• products that have been installed, modified, cut, drilled, painted, or otherwise altered;
• products damaged after delivery by improper storage, handling, transportation, installation or use;
• items sold as “Clearance”, “Final Sale” or “As-Is”;
• gift cards and design or consultation service fees;
• delivery, freight, lift-gate, inside-delivery and installation charges already performed.

5. How to start a return

1. Contact us within the return window at sales@europrestige.us or (877) 209-5599, Monday–Friday, 9:00 AM – 6:00 PM ET. Include your order number, the item(s) you wish to return, and the reason for the return.
2. Send photos of the item and its packaging. This allows us to confirm eligibility before you incur any shipping cost.
3. Receive your RMA. We respond within 2 business days. If the return is approved, we issue an RMA number together with the correct return address and packing instructions. Return addresses vary by product and warehouse, so please do not ship anything back before you receive them.
4. Pack and ship the item within 14 calendar days of RMA issuance, using the original packaging and, for oversized items, the original pallet or crate. Write the RMA number clearly on the outside of the packaging and on the shipping documents.
5. Send us the tracking number so we can monitor the shipment and process your refund without delay.

Returns shipped without an RMA number cannot be identified at our warehouse and may be refused.

6. Return shipping, restocking fee and refunds

Return shipping. For returns made for reasons other than our error, you are responsible for the cost of return shipping or freight. You may arrange your own carrier, or ask us to book a freight pickup — in that case the actual carrier charge is deducted from your refund. We recommend insuring the shipment for its full value: until the item reaches our warehouse in acceptable condition, the risk of loss or damage in transit remains with you.

Restocking fee. A restocking fee of 15% of the item price applies to standard returns. It covers inspection, re-packaging, re-palletizing and return-to-stock handling. No restocking fee is charged on damaged, defective or incorrect items, or on orders cancelled before shipment.

Original shipping charges. Outbound shipping, freight, lift-gate and inside-delivery fees already incurred are non-refundable, except where the return results from our error.

Inspection and refund timing. We inspect returned goods within 5 business days of arrival at our warehouse and notify you of the outcome by email. Approved refunds are issued to the original payment method within 5 business days of approval. Depending on your bank or card issuer, it typically takes a further 3–10 business days for the funds to appear on your statement. Sales tax is refunded in full together with the item price. Refunds are issued in US dollars (USD).

Partial refunds. If an item is returned with missing components, without original packaging, or with signs of use, we may issue a reduced refund reflecting the diminished value. We always contact you with the details before processing a partial refund.

7. Damaged, defective or incorrect items

Large architectural products travel by freight, and inspecting the shipment at delivery is the fastest way to protect your order.

At delivery: examine the pallet, crate and packaging before signing. If you see any damage — torn film, crushed corners, broken crating, cracked glass — note it in detail on the delivery receipt or Bill of Lading before the driver leaves, and take photos.

Visible damage: report it to sales@europrestige.us within 48 hours of delivery.

Concealed damage (found after unpacking): report it within 5 business days of delivery, before installation.

Please include your order number, photos of the damage, the packaging, the shipping label and the crate as delivered. Keep all original packaging until the claim is resolved — carriers may require an inspection.

If a product arrives damaged, has a manufacturing defect, or does not match the specification confirmed in your order, we will — at your choice and at no cost to you — supply replacement parts, replace the item, or issue a full refund including the original shipping charges. No restocking fee applies, and return freight, where required, is arranged and paid by EuroPrestige.

Products that have been installed are considered accepted. Do not install an item you believe to be damaged or defective: installation costs, labor, and consequential losses are not reimbursed. Long-term performance issues are handled under the manufacturer’s warranty, which is provided with your order documents and is separate from this returns policy.

8. Order changes and cancellations

In-stock items. You may cancel or amend an order at any time before it ships, at no charge, for a full refund.

Custom and made-to-order items. Production is scheduled with the factory as soon as your specification is approved, so cancellation terms depend on the stage the order has reached:

When you cancel	Charge	What you receive back
Within 72 hours of written order confirmation, before production is released	None	100% refund, including your deposit
After 72 hours, before materials and glass are ordered and production has started	25% of the order value	Balance refunded
After production has started	50% of the order value	Balance refunded
After production is complete, or after the order has shipped	100% — no refund	The order is completed and delivered to you

Cancellation requests must be submitted in writing to sales@europrestige.us. The applicable stage is determined by the factory production record on the date your written request is received, and we will confirm it to you in writing. Refunds of cancelled orders are issued to the original payment method within 5 business days of confirmation.

9. Exchanges

We exchange in-stock items that meet the conditions in Section 2. Request an RMA in the usual way and tell us which item you would like instead. Once the returned item is received and inspected, we ship the replacement and either invoice or refund the price difference. The 15% restocking fee is waived on exchanges; return shipping remains the customer’s responsibility. Custom and made-to-order products cannot be exchanged.

10. Refunds for orders paid by financing or wire transfer

Orders paid by credit or debit card are refunded to the same card. Orders paid by ACH, wire transfer or check are refunded by bank transfer to the account named on the original payment; we may ask you to confirm the banking details in writing before the transfer is released. Orders paid through a third-party financing provider are refunded to that provider, and your balance is adjusted according to your agreement with them.

11. Questions and contact

EuroPrestige
1164 E Putnam Ave, Suite A, Riverside, CT 06878, USA
Email: sales@europrestige.us
Phone: (877) 209-5599
Customer service hours: Monday–Friday, 9:00 AM – 6:00 PM ET

Return addresses are issued with your RMA and vary by product and warehouse — please do not send items to the address above without authorization.

12. Changes to this policy and your legal rights

We may update this policy from time to time. The version in force at the moment your order is confirmed is the version that applies to that order. The current version, with its effective date, is always published on this page.

Nothing in this policy limits any right you may have under applicable federal or state consumer protection law, including the laws of the state in which you reside.