Returns Policy

Returns Policy

At True Arch, we take pride in the quality of our bespoke windows and strive to ensure customer satisfaction. Each product goes through strict quality control to ensure it is exactly as ordered and produced far above industry quality standards. Please review our returns policy carefully to understand your rights and our obligations.

Notification of Issues

  • Incorrect Products: Customers must notify us within 30 days of delivery if the product is incorrect (e.g., wrong size, style, or specification).
  • Damaged Products: Customers must notify us within 7 days of delivery if the product arrives damaged. Notification must be made before installation is attempted

Eligibility for Returns

As our products are custom-made to order, we do not offer returns or cancellations once production begins. However, if you notify us promptly, we will make every effort to cancel your order if materials have not yet been ordered or production has not started.

Our Commitment

We will repair or replace any product that:

  • Is damaged upon delivery (and reported within the specified timeframe);
  • Is not as ordered;
  • Does not meet industry-standard quality.

We cover all shipping costs for returns, repairs, or replacements in these cases.

Evidence Requirement

To process a claim, we require:

  • Photo evidence of the damage or issue, emailed to sales@truearch.co.uk or provided during phone contact.

Contacting Us

Before returning any item, customers must contact us in advance to discuss the issue and arrange the return. You can reach us by:

  • Email: sales@truearch.co.uk
  • Phone: 0161 762 0036

Warranty

We stand by the durability and quality of our products. Our warranty covers future issues that meet the conditions of the warranty. If your product is eligible under the warranty terms, we will send a replacement product free of charge.

Exclusions

This returns policy applies only to customers in the UK and Ireland. We do not accept returns for products that:

  • Have been installed or altered in any way;
  • Were damaged by the customer or through improper handling.

Refunds and Replacements

In the event of a successful claim:

  • Customers will receive a replacement product, repair, or refund, depending on the circumstances and at our discretion.
  • Refunds will be issued within 14 days of approving the claim.

If you have any further questions about our returns policy, please don’t hesitate to contact us.