Return Policy

We want you to be satisfied with your window well or cover. If something isn't right, here is how returns work.

Return window

We accept returns within 15 days of the date you receive your order. Requests made more than 15 days after delivery cannot be accepted.

Condition requirements

To be eligible for a return, the item must be:

Unused and uninstalled;
In the same condition you received it — free of dents, bends, scratches, drilled holes, cut edges or any other modification;
In its original packaging, where applicable.

Items that have been installed, backfilled against, cut or otherwise altered cannot be returned.

Return costs

On an approved return, the customer is responsible for:

Return shipping. You arrange and pay the freight to return the item to our plant in Calgary. Window wells and covers are oversized freight, so this cost can be substantial — contact us before booking and we can point you to a carrier.
A restocking fee of 15% of the product price.
Original shipping charges are not refunded.

For example, on a $200.00 well that shipped for $224.00: the refund would be $200.00 less the 15% restocking fee ($30.00), for a refund of $170.00. The original $224.00 shipping charge is not refunded, and you pay the cost of returning the item to us.

How to start a return

Email info@shopwindowwells.com or call (403) 972-0988 with your order number and photographs of the item. We will confirm whether the return is approved and give you a return authorization.

Please do not ship anything back before you receive a return authorization. Unauthorized returns arriving at our plant cannot be processed or refunded.

Damaged or defective items — inspect before you sign

Freight damage must be recorded at the moment of delivery. Before you sign the delivery receipt or bill of lading:

Inspect the item for dents, crushing or bent flanges;
Write any damage on the delivery receipt before signing it;
Photograph the item and the packaging;
Contact us within 48 hours of delivery.

Carriers routinely deny claims for damage that was not noted on the delivery receipt, so this step protects you. If an item arrives damaged or is defective, we will repair, replace or refund it — with no restocking fee and no return shipping cost to you.

Made-to-order items

Gloss black powder coated finishes and custom sizes are manufactured to your order and are not eligible for return unless they are damaged or defective.

Refunds

Once your return arrives and has been inspected, we will let you know whether it is approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

Exchanges

The fastest way to get a different size or finish is to return the original item under this policy and place a new order.

Order cancellations

If your order has not yet shipped, contact us and we will cancel it and refund you in full with no restocking fee. Once an order has shipped, it falls under the return terms above.

Your statutory rights

Nothing in this policy limits any rights you may have under applicable Canadian consumer protection legislation, including remedies for goods that are defective or not as described.