TERMS OF SERVICE
Hide-A-Way Doors, LLC
These Terms of Service (“Terms”) govern all purchases, orders, transactions, and interactions with Hide-A-Way Doors, LLC (“Hide-A-Way Doors,” “Company,” “we,” “us,” or “our”).
By accessing this website, placing an order, or purchasing any product, you (“Customer”) acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, do not place an order.
These Terms constitute the entire agreement between the parties and supersede all prior oral or written communications, representations, or agreements.
1. Customer Responsibility & Order Accuracy
Customer is solely responsible for verifying all order details, including but not limited to:
- Door swing direction (left-hand / right-hand)
- Dimensions and rough opening measurements
- Clearances and site conditions
- Configuration, orientation, and selected options
Hide-A-Way Doors manufactures products exactly as ordered.
Errors resulting from incorrect information provided by Customer are not manufacturing defects and are not eligible for refund, replacement, or warranty coverage. Installation of any product constitutes acceptance of the product as manufactured and delivered. Advice or guidance provided by employees or representatives is for informational purposes only and does not constitute a warranty of fitness or merchantability.
2. Production Lead Times
All production lead times are estimates unless expressly guaranteed in writing.
Due to the handcrafted and made-to-order nature of our products:
- Lead times are not guaranteed.
- Delays do not constitute breach of contract.
- Lead times are not grounds for cancellation, refund, or chargeback.
3. Cancellations
Orders may be canceled within twenty-four (24) hours of purchase, subject to a twenty-five percent (25%) cancellation fee. The 24-hour cancellation window applies only to standard, non-custom orders. It does not apply to custom orders, modified configurations, design deposits, or rush orders. Custom orders, design deposits, modified configurations, and rush orders are non-refundable and may not be canceled once placed, except at the sole written discretion of Hide-A-Way Doors, LLC. After twenty-four (24) hours, all eligible orders are final and non-refundable unless expressly approved in writing at the sole discretion of Hide-A-Way Doors, LLC. Cancellation is not effective unless confirmed in writing by Hide-A-Way Doors, LLC.
4. Change Orders
Change requests are subject to approval.
If approved:
- A minimum $150 change order fee applies.
- Additional charges may apply for labor, materials, rework, scrapped components, or scheduling disruption.
- If remanufacturing is required, costs may equal up to the full value of the original order.
If changes cannot be accommodated due to production stage, the order will proceed as originally placed. Lead times may restart upon approval of change orders.
5. Returns & Refunds
Because products are handcrafted and frequently customized, returns are limited. Return requests must be submitted in writing within thirty (30) days of shipment and require prior written authorization.
If approved:
- Refunds are subject to a 25% restocking fee.
- Original outbound shipping is non-refundable.
- Customer is responsible for all return freight, insurance, and accessorial charges.
To qualify:
- Product must not be installed or modified.
- Product must be returned in like-new condition.
- Product must be repackaged in its original crate or pallet.
Unauthorized returns will be refused.
Non-returnable items include:
- Custom or modified products
- Rush orders
- Installed products
- Sale items
- Gift cards
Installation constitutes acceptance and waiver of rejection rights except for valid warranty claims.
6. Shipping & Risk of Loss
All products are inspected and photographed prior to shipment.
Shipments are transported via independent third-party freight carriers. Risk of loss and responsibility for transit-related damage transfer upon pickup from our facility, except where otherwise required by law. Freight carriers are independent third parties. Hide-A-Way Doors, LLC does not control and does not guarantee delivery timing, handling, scheduling, accessibility determinations, or driver decisions.
-All deliveries are curbside delivery only.
Customer is solely responsible for:
- Ensuring delivery site accessibility
- Inspecting product upon delivery
- Properly documenting visible damage on the Bill of Lading (BOL) or Delivery Receipt
Failure to inspect, properly document damage, or comply with freight reporting procedures may result in denial of a freight claim by the carrier. Denial of a freight claim due to failure to follow inspection or documentation requirements does not transfer liability to Hide-A-Way Doors, LLC and does not create grounds for cancellation, refund, or chargeback.
7. Inspection & Freight Damage
Customer must inspect shipment immediately upon delivery. Visible damage must be noted on the Bill of Lading (BOL) or Delivery Receipt (DR).
Failure to note visible damage constitutes acceptance in apparent good condition. Concealed damage must be reported within five (5) business days of delivery via our website damage report form. Failure to comply with inspection or reporting requirements may result in denial of freight claim. Freight damage is not a manufacturing defect and is not covered under warranty. Installation waives any claim for visible freight damage not properly documented at delivery.
8. Customer-Arranged Freight & Local Pickup
For local pickup or customer-arranged freight:
- Risk transfers upon release from our facility.
- Products are deemed accepted at pickup.
- Hide-A-Way Doors, LLC is not responsible for third-party carrier damage or delay.
9. Limited Lifetime Warranty
This warranty covers manufacturing defects in workmanship, hardware, and locking systems under normal residential use.
This warranty does NOT cover:
- Freight or shipping damage
- Improper installation
- Unauthorized modifications
- Cosmetic issues not affecting functionality
- Normal wear and tear
Shipping damage is expressly excluded from warranty coverage.
Hide-A-Way Doors, LLC reserves the sole right to inspect, repair, or replace defective components.
Warranty approval does not guarantee a refund.
10. Right to Cure & Exclusive Remedy
Customer agrees to provide Hide-A-Way Doors, LLC reasonable opportunity to inspect, repair, or replace any alleged defect before pursuing refund, chargeback, dispute, or legal action.
Customer’s sole and exclusive remedy shall be repair or replacement of the affected component.
Failure to provide opportunity to cure constitutes acceptance and waiver of rejection rights.
11. Limitation of Liability
To the fullest extent permitted by law, Hide-A-Way Doors, LLC shall not be liable for indirect, incidental, consequential, special, or punitive damages, including labor, installation, removal, delay, property damage, or loss of use.
Total liability shall not exceed the purchase price of the product at issue.
12. Chargebacks & Collection
Initiating a chargeback inconsistent with these Terms constitutes breach of contract.
Hide-A-Way Doors, LLC reserves the right to pursue recovery through legal action, collection agencies, and any lawful remedies.
If Hide-A-Way Doors, LLC prevails in any dispute, Customer agrees to reimburse reasonable attorney’s fees, court costs, and collection costs to the fullest extent permitted by law.
13. Governing Law & Exclusive Venue
These Terms and any transaction with Hide-A-Way Doors, LLC shall be governed by the laws of the State of Tennessee.
Customer expressly agrees that exclusive jurisdiction and venue for any dispute shall lie solely in the state courts located in Hamblen County, Tennessee.
Customer consents to personal jurisdiction in Tennessee and waives any objection based on improper venue, lack of jurisdiction, or inconvenient forum.
14. Waiver of Jury Trial
Customer knowingly and voluntarily waives any right to trial by jury in any dispute arising from this transaction.
15. Severability
If any provision of these Terms is found unenforceable, the remaining provisions shall remain in full force and effect.
16. Contact Information
Customer Service: customerservice@hideawaydoors.com
Technical Support: techsupport@hideawaydoors.com
Shipping Damage Claims: shipping.damage@hideawaydoors.com
17. Final Acknowledgment
By placing an order online, by phone, or in person, Customer acknowledges and agrees to these Terms of Service.
Failure to comply with inspection, reporting, delivery, or cure procedures may result in denial of claims, refunds, or warranty coverage.
