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 to these Terms, 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 or 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 a breach of contract.
Lead-time delays 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.
After twenty-four (24) hours, orders are final and non-refundable unless expressly approved in writing at the sole discretion of Hide-A-Way Doors, LLC.
Custom, modified, and rush orders may not be canceled after twenty-four (24) hours under any circumstances.
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.
Lead times may restart upon approval of a change order.
If changes cannot be accommodated due to the stage of production, the order will proceed as originally placed.
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 a return is approved:
Refunds are subject to a twenty-five percent (25%) restocking fee.
Original outbound shipping charges are non-refundable.
Customer is responsible for all return freight, insurance, and accessorial charges.
To qualify for a return:
The product must not have been installed or modified.
The product must be returned in like-new condition.
The product must be repackaged in its original crate or on its original 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 of the product 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 by independent third-party freight carriers.
Risk of loss transfers 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 or guarantee delivery timing, handling, scheduling, or accessibility determinations.
All deliveries are curbside delivery only.
Customer is responsible for ensuring delivery-site accessibility and inspecting the product upon delivery.
7. Inspection & Freight Damage
Customer must inspect the 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 of the shipment in apparent good condition.
Concealed damage must be reported within five (5) business days of delivery using the damage-report form available on our website.
Failure to comply with inspection or reporting requirements may result in denial of a freight claim.
Freight damage is not a manufacturing defect and is not covered under warranty.
Installation waives any claim for visible freight damage that was not properly documented at the time of delivery.
8. Missing Parts or Components
Customer must promptly inspect the shipment and verify that all parts, hardware, accessories, and components have been received.
Any missing part or component must be reported in writing to Hide-A-Way Doors, LLC within ten (10) business days of delivery.
The report must include:
Customer’s name and order number
Identification of each allegedly missing item
Photographs of the delivered product
Photographs of the packaging, crate, hardware boxes, and shipment contents, when reasonably requested
Failure to report a missing part or component within ten (10) business days constitutes acceptance of the shipment as complete and may result in denial of the claim.
Hide-A-Way Doors, LLC reserves the right to review production records, inspection photographs, packing documentation, shipment weight, and any other available evidence when evaluating a missing-parts claim.
If Hide-A-Way Doors, LLC determines that a required part was omitted from the shipment, the Company’s sole obligation will be to provide the missing part.
Claims involving parts documented as included with the original shipment may be denied. Customer may be required to purchase replacement parts and pay applicable shipping charges.
9. Customer-Arranged Freight & Local Pickup
For local pickup or customer-arranged freight:
Risk of loss transfers upon release of the product from our facility.
Products are deemed inspected and accepted at pickup.
Hide-A-Way Doors, LLC is not responsible for damage or delays caused by third-party carriers.
10. Limited Lifetime Warranty
This limited 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 that do not affect 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 or entitle Customer to a refund.
11. Right to Cure & Exclusive Remedy
Customer agrees to provide Hide-A-Way Doors, LLC with a reasonable opportunity to inspect, repair, or replace any allegedly defective product or component before pursuing a refund, chargeback, dispute, or legal action.
Customer’s sole and exclusive remedy shall be the repair or replacement of the affected product or component, as determined by Hide-A-Way Doors, LLC.
Failure to provide Hide-A-Way Doors, LLC with a reasonable opportunity to cure constitutes acceptance of the product and waiver of rejection rights.
12. Limitation of Liability
To the fullest extent permitted by law, Hide-A-Way Doors, LLC shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to:
Labor or installation expenses
Removal or reinstallation expenses
Delivery or project delays
Property damage
Loss of use
The total liability of Hide-A-Way Doors, LLC shall not exceed the purchase price of the product at issue.
13. Chargebacks & Collection
Initiating a chargeback that is inconsistent with these Terms constitutes a breach of contract.
Hide-A-Way Doors, LLC reserves the right to pursue recovery through legal action, collection agencies, and any other 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.
14. 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.
15. Waiver of Jury Trial
Customer knowingly and voluntarily waives any right to a trial by jury in any dispute arising from or relating to an order, purchase, product, transaction, or interaction with Hide-A-Way Doors, LLC.
16. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17. Contact Information
Customer Service: customerservice@hideawaydoors.com
Technical Support: techsupport@hideawaydoors.com
Shipping Damage Claims: shipping.damage@hideawaydoors.com
18. 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 right-to-cure procedures may result in denial of claims, refunds, replacements, or warranty coverage.
