Overview

At ProVinylFencing™, we stand behind the quality of our vinyl fence products and want you to be completely satisfied with your purchase. This policy outlines our return, refund, and exchange procedures to ensure a clear understanding of your rights and our commitments.

Please read this policy carefully before making your purchase, as acceptance of your order constitutes agreement to these terms.

Order Cancellation Policy

Within 72 Hours

• Orders may be cancelled without penalty within 72 hours of purchase
• Cancellation is only possible if materials have not been procured, produced, or shipped
• Full refund will be issued to original payment method

After 72 Hours

• Orders may be cancelled with a 20% cancellation fee
• Cancellation is only possible if materials have not been procured, produced, or shipped
• Once production begins or shipping commences, orders cannot be cancelled

No Cancellation After Shipping

• Orders cannot be cancelled once loaded on delivery truck
• Orders cannot be cancelled once tracking number is assigned

Return Policy by Product Type

Custom Fence Panels and Posts

NO RETURNS ACCEPTED

The following items are manufactured to your specific measurements and cannot be returned:

• 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 components

Please carefully review all measurements, specifications, and product details before ordering.

Fence Accessories

Returns Accepted with Conditions

The following accessories may be returned 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 (screws, bolts, etc.)

Return Requirements and Process

Step 1: Contact for Authorization

• Contact us within 30 days of delivery for accessories
• Call 844-744-0707 or email sales@provinylfencing.com during business hours
• Obtain Return Materials Authorization (RMA) number
• No returns accepted without prior RMA approval

Step 2: Return Preparation

• Items must be in original, unused condition
• Include all original packaging, instruction manuals, and documentation
• Mark RMA number clearly on all packages and shipping labels
• Items showing signs of installation or use will not be accepted

Step 3: Shipping

• Customer responsible for all return shipping costs
• Ship with signature required and full insurance
• Use sturdy packaging to prevent damage during transit
• We recommend using original packaging inside a secondary box

Step 4: Processing

• Allow 3-5 business days for inspection after receipt
• Items must pass inspection for original condition
• Missing components or damaged items will reduce refund amount
• Approved refunds processed within 7 business days

Fees and Charges

Restocking Fee

• 35% restocking fee applies to all accepted returns
• Fee covers processing, inspection, and re-inventory costs

Shipping Costs

• Original shipping charges are non-refundable
• Customer pays return shipping costs
• Return shipping costs may be deducted from refund

Refund Method

• Refunds issued to original payment method only
• Processing time: 7-10 business days after approval
• Credit card refunds may take additional 1-3 billing cycles to appear

Defective or Incorrect Orders

Our Error – Full Support

If we ship defective or incorrect materials:

• Contact us immediately at 844-744-0707
• We pay all return shipping costs
• Full refund or replacement at no charge
• We choose the return shipping method and carrier

Damage During Shipping

• Inspect all items immediately upon delivery
• Report damage within 48 hours of delivery
• Take photos of damaged items and packaging
• We’ll assist with carrier claims but customer is ultimately responsible
• Driver is only responsible for delivery to truck – unloading is customer responsibility

Refused Deliveries

Refusal at Delivery

• Refused deliveries incur 45% restocking fee
• Customer responsible for all freight charges (both ways)
• No refund of original shipping charges
• Customer must be available for scheduled delivery

Damage Exceptions

• If shipment is visibly damaged, contact us immediately
• Do not refuse delivery without contacting us first
• We’ll assist with damage claims if reported properly

Important Conditions

RMA Requirements

• All returns must include RMA number on exterior packaging
• Returns without RMA numbers will be refused
• RMA numbers valid for 30 days from issue date

Inspection Standards

• We inspect all returned items before processing refunds
• Items must be in original, resellable condition
• Any installation attempts void return eligibility
• Missing instruction manuals or hardware reduce refund

Warranty Considerations

• Returns are separate from manufacturer warranty claims
• Warranty issues should be directed to manufacturer first
• Defective items may qualify for warranty replacement instead of return

Contact Information

Customer Service Hours:

• Monday-Friday: 8:00 AM – 4:00 PM (Pacific Time)
• Saturday: 10:00 AM – 2:00 PM (Pacific Time)
• Sunday: Closed

Phone: 844-744-0707
Email: sales@provinylfencing.com
Return Shipping Address: ProVinylFencing™
2070 Floyd St.
Burbank, CA 91504

Legal Compliance

This policy complies with California Civil Code Section 1723 and federal consumer protection laws. This policy is conspicuously displayed on our website and available in printed form as required by California law. Custom fence panels qualify as “customized goods received as ordered” and are exempt from California’s standard return requirements. In cases where state law provides greater consumer protection, those provisions will apply. For questions about your legal rights, contact the California Attorney General’s Office or your local district attorney’s consumer protection division.

Policy Updates

We reserve the right to update this policy at any time. Changes become effective immediately upon posting to our website. Continued use of our services after policy changes constitutes acceptance of the new terms.

Dispute Resolution

If you have concerns about a return or refund decision:

1. Contact our customer service team first
2. Provide detailed explanation and supporting documentation
3. Allow 5-7 business days for management review
4. Final decisions will be communicated in writing

Questions? Contact our customer service team at 844-744-0707 or sales@provinylfencing.com. We’re here to help ensure your complete satisfaction with our products and services.