GateFrames :: Returns

Your satisfaction matters to us. Every GateFrames gate is made to order by skilled artisans and undergoes a thorough quality check before it ships. If something isn't right, email info@GateFrames.com — we're committed to making it right. This page is our complete returns policy; shipping and warranty details are in our Sales Terms.

Return window

Per-listing windows: every listing publishes its own return window on its detail page, and that window applies to the item. When a listing does not specify one, the site-wide default applies: 30 days from delivery. Items must be unused, uninstalled, and in their original condition, and the return must be started by the purchaser within the applicable window.

How to start a return

Email info@GateFrames.com with your order number and the reason for the return within your return window. Our team will confirm the return and send written return instructions — including where to ship and how the item must be packaged and secured for freight. Please wait for that confirmation before shipping anything back; unannounced returns cannot be received or credited.

Return shipping & restocking fee

Gates and fence panels ship by LTL freight. For a change-of-mind return the customer is responsible for the return freight, and — because of the wide range of custom sizes, designs, and materials in our products — a 25% restocking fee applies to the item price. The original outbound shipping and any expedite charges are not refunded. Return freight must be insured for the item's value and the item must arrive undamaged; damage in transit on a return is settled with the return carrier.

Damaged in transit or defective

A defect or freight damage is never a return you pay for. Inspect the shipment carefully before you sign the delivery receipt and note any visible or suspected concealed damage on it — a signed clean receipt is what the freight carrier treats as proof the goods arrived intact. Photograph the damage, then email us within 48 hours of delivery. Every GateFrames shipment moves insured, so we file the freight claim and repair or replace the affected part or panel at no cost to you. Manufacturing defects found later are handled the same way under the warranty in our Sales Terms: we repair or replace, at our option.

Cancellations

Every gate is built to your dimensions, so cancellation depends on where the order is. Before fabrication begins you can cancel for a full refund — just email us as soon as possible. Once your order has entered production the materials have been cut to your spec and the order can no longer be cancelled; it is then covered by the return terms above. If you're unsure of your order's stage, email us with your order number and we'll tell you before you decide.

Exchanges

We accept exchanges. Contact us at info@GateFrames.com within your return window. The item being exchanged must come back unused, uninstalled, and undamaged, and the customer covers the freight both ways; any price difference is charged or refunded when the replacement is scheduled.

Items that can't be returned

Products cannot be returned after an installation attempt. Automation and electrical products cannot be returned once their boxes have been opened. Products affected by custom order requests may not be eligible for a refund. GateFrames is not responsible for any damages that occur during installation.

Refunds

We reserve the right to examine all returned goods for damage before issuing a refund. Refunds are issued to the original payment method within 7 business days of the return being received and inspected. Shipping and expedition costs are not included in the refund amount, and costs tied to custom order requests may also be excluded.

Return & pickup address

23 Las Colinas Ln #110, San Jose, CA 95119

Approved returns come back to our workshop at the address above, and local customers are welcome to arrange will-call pickup of a finished order instead of paying for freight. Email us to schedule — we also welcome customers who'd like to tour the shop and see how their gate is built.

Electrical & automation products

GateFrames is not the manufacturer of the automation and electrical products it resells and is not responsible for any defects in that equipment; such issues must be addressed directly with the equipment's manufacturer. In rare cases, GateFrames reserves the right to cancel or refund an order for any reason.