Returns and exchanges.

Whole-order returns

A full unopened order may be returned for credit subject to a 20% restocking feeon the invoice value, deducted from the credit at receipt and inspection. Restocking is waived only where the return is the result of wrong-ship or freight damage confirmed under the sections below — freight remains the customer's responsibility in every case.

Unused parts

Not returnable. Leftover material from an installed or partially-installed kit — including unused rail, posts, cable, brackets, or fasteners — cannot be returned for credit. Plan to spec; we ship to your quote.

Non-returnable under any condition

Rail or cable cut to job length; cable assemblies fitted to spec; custom finish runs outside the two standard finishes (Smooth Onyx Black, Polished Graphite Grey); opened Glass Series 2 frame kits; any component modified, drilled, or altered after shipment.

Return freight

Customer is responsible for return freight on every return, with no exceptions. Norcut does not cover return shipping for any reason — including wrong-ship and freight-damage cases.

Glass

Not applicable. Norcut does not supply tempered glass for Glass Series 2 — customers source their own panels to fit the bay widths in the shipped frame. Glass returns and damage claims route through the customer's glazier.

Wrong-ship

If Norcut ships the wrong part, the wrong finish, or the wrong quantity, corrected parts ship at the original invoiced price and restocking is waived. Return freight on the incorrect parts remains the customer's responsibility — Norcut does not cover return shipping. Flag wrong-ship within 7 days of receipt so the replacement reaches the jobsite without holding up the install.

Damaged in shipment

Not a return — handled as a freight claim. Inspect the shipment at delivery and note any visible damage on the carrier's proof of delivery per the Shipping policy. For hidden damage discovered after unpacking, email accounts@norcut.ca within 5 business days of receipt with photos of the carton, the bundle, and the affected parts. Norcut files the freight claim with the carrier and replaces affected parts at the original invoiced price; restocking does not apply. If the carrier requires the damaged parts to be returned for inspection, the customer is responsible for that return freight.

How to start a return

Email accounts@norcut.ca with the order number and the reason for return. A Return Authorization (RA) number and ship-to instructions are issued within one business day. Customer arranges and pays for return freight to the BC facility; Norcut provides packaging guidance for 19ft rail bundles. Returns shipped without an RA may be refused at the dock. Ship within 14 days of RA issuance. Credit, net of restocking, posts to the trade account or original payment method within 10 business days of receipt and inspection.

This is a summary. Full returns terms ship with each order acknowledgment and supersede this page in the event of a conflict.