Viewrail Shop Return Policy
Returns on orders from the Viewrail shop depend on the product. Black surface-mount Express posts, Express handrail, stock hardware and iron balusters can be returned within 180 days of shipment; wood, glass and most metal products are made to order and are final sale. Find your item below. Questions? Email customerservice@viewrail.com.
Which products can I return?
These stock items can be returned within 180 days of shipment, as long as they are undamaged and in resellable condition.
- Black Surface Mounted Express cable posts
- Black Express handrails
- Stock hardware and tension fittings
- Iron balusters
- Unopened cable spools
- Return window
- 180 days from shipment
- Condition
- Undamaged and resellable
- Restocking fee
- 25%
- Original shipping
- Non-refundable
Made-to-order products are final sale
These products are built for your project and cannot be returned. If something arrives damaged or wrong, see damage and manufacturing errors.
- WoodStair treads, handrail, flooring and other wood products are cut and finished to your order.
- GlassGlass panels are cut and tempered to your layout.
- Most metal productsPosts, stringers and fabrications are built to order, apart from the stock items listed as returnable.
Order cancellation policy
Orders can be cancelled until they are released to production. The fee depends on the order type and how long after the order was placed you cancel. Once an order is released to production it cannot be cancelled.
| Order type | Within 90 days | 91–180 days | After 180 days |
|---|---|---|---|
| Engineered-to-orderDesign work has started | Up to 10% | Up to 25% | Up to 50% |
| Pre-engineered and flooringNo design work has started | No fee | Up to 10% | Up to 25% |
Damaged or missing items
Report damage or missing items within 5 business days of receiving your order.
Freight (LTL) deliveries with no appointment: if you choose the no-appointment-necessary delivery option, you have 24 hours to report damage or shortages.
- Inspect the shipment before you sign, and note any damage or shortage on the Bill of Lading.
- Photograph the damage and send the photos to your project manager or customerservice@viewrail.com.
Reports made after 5 business days may incur additional charges.
Manufacturing errors and replacements
Report a manufacturing error within 90 days to your project manager or customer service, with pictures that clearly show the error in the project space. Viewrail reserves the right to remake eligible items at no additional cost.
If job site measurements changed without notice to Viewrail, or the damage happened after delivery, you may be charged for the additional material and shipping.
- Viewrail doesn't issue refunds for manufacturing errors, shipping damage or delays.
- Installation and rescheduling costs are not covered unless you purchased Viewrail installation.
How to start a return
Every return needs a Return Goods Authorization (RGA) before it ships back. Returns sent without one can't be processed.
Request a Return AuthorizationThis page summarises our policies. The full terms, including wood storage and warranty requirements, are in our Terms of Service, which govern if anything here differs.