Return & Refund Policy
Overview
Most of what we make cannot be returned, and we would rather say that at the top than bury it. Vinyl fence panels are cut to your measurements, so once they exist they exist for your property and nobody else’s. Accessories are a different matter, and so is anything we got wrong.
This policy covers all three cases: cancelling before we build, returning the parts that can be returned, and what happens when material arrives damaged or incorrect.
Please read it before you order. Accepting your order means accepting these terms.
Cancelling an Order
Within 72 hours
You may cancel without penalty within 72 hours of purchase, as long as we have not yet bought the material, cut it, or put it on a truck. The refund goes back to whatever you paid with, in full.
After 72 hours
A 20% cancellation fee applies, and the same condition holds: the material must not yet have been procured, produced or shipped. Once fabrication starts, or once the order ships, cancellation is no longer possible.
Once it is on the truck
An order cannot be cancelled after it has been loaded for delivery or once a tracking number has been assigned. At that point the panels are yours.
What Can and Cannot Be Returned
Fence panels, posts and gates: no returns
These are fabricated to your specific measurements and cannot go back on a shelf:
- Vinyl fence panels, all styles and sizes
- Fence posts and post wraps
- Gate kits and custom gates
- Rail stiffeners
- Any custom-cut or made-to-order component
Check your measurements twice before you order. It is the one part of this process that cannot be undone.
Accessories: returnable within 30 days
Anything that comes out of a box the same for every customer can come back within 30 days of delivery:
- Post caps and solar caps
- Gate hardware and hinges
- End caps and decorative elements
- Mounting brackets and clips
- Installation hardware such as screws and bolts
How to Return Something
Step 1: Call us first
Contact us within 30 days of delivery at (844) 744-0707 or quotes@provinylfencing.com during business hours and ask for a Return Materials Authorization number. Nothing comes back without an RMA. Packages that arrive without one are refused at the dock, which helps nobody.
Step 2: Pack it properly
- Items must be unused and in original condition
- Include the original packaging, instructions and any documentation
- Write the RMA number clearly on the outside of every package and on the shipping label
- Anything showing signs of installation or use will not be accepted
Step 3: Ship it back
Return shipping is at your cost. Send it with signature required and full insurance, in packaging sturdy enough to survive the trip. Original packaging inside a second box works best.
Step 4: We inspect and refund
Allow 3 to 5 business days for inspection once the return reaches us. Items have to pass that inspection in original, resellable condition; missing parts or damage reduce the refund. Approved refunds are processed within 7 business days.
Fees
Restocking
A 35% restocking fee applies to every accepted return. It covers the processing, the inspection and putting the item back into inventory.
Shipping
Original shipping charges are not refundable, return shipping is yours to pay, and if we arrange it the cost comes out of the refund.
How the money comes back
Refunds go to the original payment method and nowhere else. Processing takes 7 to 10 business days after approval, and a credit card refund can take another one to three billing cycles to appear on your statement. That last part runs on your bank’s clock, not ours.
If We Got It Wrong
Defective or incorrect material
If we ship the wrong thing, or something defective, none of the above applies to you. Call (844) 744-0707 and we will cover the return shipping, choose the carrier, and either replace the material or refund it in full. No restocking fee, no argument.
Damage in transit
- Inspect everything the moment it arrives
- Report damage within 48 hours of delivery
- Photograph the damaged items and the packaging they came in
- We will help you with the carrier claim, though the claim itself remains the customer’s
- Our driver will usually help unload, but unloading remains the customer’s responsibility
Refused Deliveries
Refusing a delivery is expensive, so it is worth knowing the cost before the truck arrives. A refused delivery carries a 45% restocking fee, you pay the freight in both directions, and the original shipping charge is not refunded. Someone needs to be there at the scheduled time.
One exception. If the shipment is visibly damaged, call us before you refuse it. We can usually sort it out, and refusing without telling us first turns a damage claim into a refusal.
The Fine Print
RMA numbers
- Every return must carry its RMA number on the outside of the package
- Returns without one are refused
- An RMA number is valid for 30 days from the day it is issued
Inspection
- Everything returned is inspected before a refund is processed
- Items must be in original, resellable condition
- Any attempt at installation ends return eligibility
- Missing instructions or hardware reduce the refund
Warranty is a separate matter
- Returns and warranty claims are different processes
- Warranty claims are handled by us directly. See our Warranty Policy
- A defective item may qualify for warranty replacement rather than a return
Contact
Customer service hours:
Monday – Friday: 8:00 am – 8:00 pm
Saturday: 9:00 am – 4:00 pm
Sunday: Closed
Phone: (844) 744-0707
Email: quotes@provinylfencing.com
Return shipping address: Pro Vinyl & Aluminum Fencing
2070 Floyd Street, Burbank, CA 91504
Legal Compliance
This policy complies with California Civil Code Section 1723 and federal consumer protection law. It is conspicuously displayed on our website and available in printed form, as California requires. Custom fence panels qualify as customized goods received as ordered and are exempt from California’s standard return requirements. Where state law gives you greater protection, that law applies. If you have questions about your rights, the California Attorney General’s Office and your local district attorney’s consumer protection division can both answer them.
Policy Updates
We may update this policy at any time, and changes take effect when they are posted here. Continuing to use our services after a change means accepting it.
If You Disagree With a Decision
Tell us. Call customer service first, explain the situation and send whatever documentation supports it. Allow 5 to 7 business days for management to review it, and you will get the final decision in writing.
Questions? Call (844) 744-0707 or email quotes@provinylfencing.com. It is easier to sort out a return before you ship it than after.