Returns & Refunds Policy
All shipping dates are estimates, and we strive to meet all dates. If unexpected delays occur due to large volume of orders, product delays, transit delays etc. WGW cannot be responsible for charges incurred on your end due to things such as contractor rescheduling etc.
All orders are custom built to your specs and cannot be returned. All canceled orders are subject to a 5% fee if canceled before production begins. No cancellations are accepted after your order is in production. Returns are accepted only for manufacturing defects.
No returns will be accepted due to inherent wood conditions. These conditions include but are not are not limited to, knot holes, cracking along the grain of the wood, splitting or checking at the board ends, cupping or warping, and color variations. All of these conditions will be greatly reduced by keeping your gate thoroughly sealed at least once a year. Pay special attention to the end grain of the wood as this is where most of these inherent conditions occur. The end grain of the wood should be thoroughly saturated with sealer. Your gate should be resealed the moment it appears to be dry.
Please note that all the wood used in the fabrication of our gates is hand selected. Only the finest, highest grade materials are used. We select wood with a very specific grain pattern that makes for the most stable material. We sticker stack all our wood and let it slowly air dry to achieve the most dimensional stability. Do not be fooled, kiln dried material is not the best choice for your gate, it begins to rapidly absorb moisture once it is left outside.
All orders require a "design approval" from the customer as well as payment in full before we begin fabrication of your order. This "approval" has all the details of your order, and your order will be filled specifically to these specs. At WGW we reserve the right to install our logo on your gate. It will be installed on the front of your gate down low on the hinge side. The logo is a round brass medallion that is 2" in diameter. It is a very stylish addition that although it is very small and inconspicuous, it will blend artistically into your gate.
Upon receiving your gate thoroughly inspect the exterior of the package for damage. All damage must be noted on your "bill of lading" with the delivery driver at the time of delivery. You must then check the contents of your order, making sure your order is complete according to your order form. If damage to your gate has occurred you must notify Williams Gate Works (WGW) within 3 days of delivery date. If you fail to notify us in the allotted time frame WGW will not be responsible for replacement or reimbursement of your gate.
WGW must be notified within 5 days of your arrival date of any discrepancies to your order in the areas of incorrect dimensions or designs features that are different from your approved order form. If you fail to notify us with in the specified time frame WGW cannot be responsible for replacement or reimbursement.
We will not accept returns to orders that have been altered from the original product, this includes but is not limited to the application of paints, stains and sealers.