TERMS & AGREEMENTS
Hide-A-Way Doors, LLC
Last Updated: (add today’s date if you wish)
The following terms are provided for customer reference. The most current and controlling versions of our policies are those presented at checkout and within Shopify’s policy disclosures.
Privacy & Secure Payments
All orders placed through our website are processed through secure, PCI-compliant payment providers. We do not store or share customer payment information.
Hide-A-Way Doors does not sell, trade, or share personal customer data. Information is used solely to process orders, provide support, and communicate regarding your purchase.
Use of Photographs & Media
Hide-A-Way Doors reserves the right to use photographs or videos voluntarily submitted by customers for marketing, social media, or promotional purposes. By submitting media, you grant Hide-A-Way Doors permission to use such content. Personal identifying information (name, address, or location) is not disclosed.
Order Placement & Customer Responsibility
Customers are solely responsible for ensuring the accuracy of all order details, including but not limited to:
- Door swing direction (left-hand / right-hand)
- Dimensions, 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 the customer are not manufacturing defects and are not eligible for free replacement, refund, or warranty coverage.
Installation of any product constitutes acceptance of the order as manufactured.
Production Lead Times
All production lead times are estimates only unless expressly stated in writing. Due to the handcrafted and made-to-order nature of our products, standard (non-rush) lead times are not guaranteed and are not grounds for cancellation or refund.
Cancellations & Change Orders
Order Cancellations
Orders may be canceled within 24 hours of purchase, subject to a 25% cancellation fee.
After 24 hours, orders are considered final and non-refundable, unless expressly approved in writing by Hide-A-Way Doors.
Custom and rush orders may not be canceled after 24 hours.
Change Orders
Requests to modify an order after purchase are subject to approval and may not be possible depending on the stage of production.
- A minimum change order fee of $150.00 applies
- Additional costs may apply for labor, materials, rework, scrapped components, or delays
Changes requiring remanufacturing may cost up to the full value of the original order
Returns & Refunds
Because products are handcrafted and frequently customized:
Returns are subject to approval and must be requested within 30 days of shipment- Approved returns are subject to a 25% restocking fee
- Original outbound shipping is non-refundable
- Customer is responsible for all return shipping costs
- Products must be uninstalled, in like-new condition, and properly packaged
Custom products, rush orders, installed items, sale items, and gift cards are non-returnable.
Shipping & Delivery Overview
Hide-A-Way Doors ships via third-party freight carriers. Carrier services, scheduling, and driver determinations are outside of our control.
All deliveries are curbside delivery only. Customers are responsible for ensuring delivery location accessibility. Prior successful deliveries do not guarantee future accessibility.
Inspection, Damage & Freight Claims
All products are inspected and photographed prior to shipment and leave our facility free from manufacturing defects.
Customers must inspect deliveries immediately upon arrival, including all sides and the underside of the crate.
Minor Packaging Damage
Minor damage to packaging or bracing requires inspection prior to acceptance. Packaging damage alone is not grounds for refusal without product inspection.
All visible packaging damage and any observed product damage must be noted on the Bill of Lading (BOL) or Delivery Receipt (DR).
Internal (Concealed) Damage
Internal damage must be reported within five (5) business days of delivery using the following link:
👉 https://www.hideawaydoors.com/pages/report-shipping-damage-hide-a-way-doors
Failure to report within this timeframe will result in denial of the damage claim.
Major Damage & Refusal of Delivery
If major product damage is confirmed upon inspection, delivery may be refused. Damage must be documented on shipping paperwork and reported within five (5) business days.
Refusal of delivery without inspection where no product damage is found will be considered improper and may result in redelivery, storage, or reconsignment fees, which are the responsibility of the customer.
Customer-Arranged Freight & Local Pickup
Customers may select local pickup or arrange freight through a carrier of their choosing.
For customer-arranged freight:
- Risk transfers upon release from our facility
- Hide-A-Way Doors is not responsible for carrier damage or delays
- Products are considered accepted at pickup
Warranty
Hide-A-Way Doors provides a Limited Lifetime Warranty covering manufacturing defects, hardware, and locking systems.
Warranty does not cover:
- Shipping damage
- Improper installation
- Unauthorized modifications
Warranty approval does not guarantee a refund. We reserve the right to repair or replace the product.
Chargebacks, Fraud & Disputes
Chargebacks initiated for reasons inconsistent with these Terms—such as ordering errors, lead times, or properly delivered products—constitute a violation of this agreement.
Customers may be responsible for costs incurred by Hide-A-Way Doors in resolving improper disputes. Fraudulent activity may be reported and prosecuted under applicable law.
Contact Information
Customer Service: customerservice@hideawaydoors.com
Technical Support: techsupport@hideawaydoors.com
Shipping Damage Claims: shipping.damage@hideawaydoors.com
Final Acknowledgment
By placing an order online, by phone, or in person, you acknowledge that you have read, understand, and agree to these Terms & Agreements.
Failure to comply with inspection, documentation, refusal, or reporting requirements may result in denial of claims, refunds, or warranty coverage.
