Warranty and Return Policy

Door Limited Warranty.   All doors are warranted for 1 year from the date of shipment to be of good material and workmanship, and to be free from defects at the time of shipment that would render them unfit for the purpose for which each door is recommended and to industry standards.

Before leaving our plant, your door has been inspected for any defects in materials and workmanship and is packaged to protect the door in transit. Should the warranted door be found to contain defects as stated above, HansenCraft Custom Woodworking, Inc. will, at its option, either:

(1) repair any door without charge, or reimburse any reasonable costs incurred to repair the damage after a Paid Invoice has been received, or

(2) replace any door without charge in the stage of fitting and/or finishing as it was originally supplied, or

(3) refund the price received for the door after the door has been packaged and placed on a pallet so as to not cause any more damage, and returned to its place of origin for our personal inspection.

In the event of a defect, as stated above, reasonably discovered by inspection of a door upon receipt of shipment from HansenCraft Custom Woodworking, Inc., notice must be given via e-mail or phone, complete with pictures of ALL damage, within 48 hours thereafter and before the door is removed from all of its original packaging, hung or treated in any manner. The complete door order must be stored inside for protection from the elements until arraignments are made to have the door inspected and/or picked up for return.

IF THE DOOR IS DAMAGED IN TRANSIT

If there is noticeable damage to the crating or packaging as you unload the door from the truck, or you find concealed damage after removing the exterior packaging for inspection, please take pictures, make a complete inspection and make notes on the bill of lading before the truck driver leaves. Contact the Freight Company immediately. It is YOUR responsibility to FILE A CLAIM WITH THE FREIGHT COMPANY WITHIN 48 HOURS. ALL DAMAGE CLAIM SETTLEMENTS, RECOVERY AND LOSS ARE THE RESPONSIBILITY OF THE CUSTOMER AND THE FREIGHT COMPANY. Most small scratches and dents, even broken glass, can be repaired and/or replaced at your job site.

If it is absolutely obvious that there is major damage to the door because the crating and/or pallet have had obvious damage, do all of the above, and don't forget the pictures, but leave the door on the truck and refuse acceptance of the door and contact the Freight Company immediately. It is YOUR responsibility to FILE A CLAIM WITH THE FREIGHT COMPANY WITHIN 48 HOURS. ALL DAMAGE CLAIM SETTLEMENTS, RECOVERY AND LOSS ARE THE RESPONSIBILITY OF THE CUSTOMER AND THE FREIGHT COMPANY.

Please contact us, http://www.HansenCraft Custom Woodwork.com within that same 48 hours with the same information you have sent, and/or received from, the freight company.

If the replacement option is used, the door will be reshipped pre-paid to the distributor of origin after the original door order has been returned to the original sender, in protective packaging and on a pallet, for personal inspection. If the original packaging and/or pallet are beyond repair, please contact the Freight Company and HansenCraft Custom Woodwork for further instruction.

Under the terms of this warranty, OUR OBLIGATION IS TO REPLACE THE DEFECTIVE PRODUCT, F.0.B. DEALER'S WAREHOUSE FROM WHICH THE ORIGINAL SALE WAS MADE. NO LABOR, INSTALLATION, FINISHING AND/OR CONSEQUENTIAL DAMAGES WILL BE COVERED. CUSTOMER MUST FURNISH ENOUGH MANPOWER TO LOAD THE DOOR ORDER ON THE FREIGHT TRUCK TO BE RETURNED FOR INSPECTION.

 

COMMON SENSE RULES

Doors must be installed providing protection from exposure, typically with a standard overhang extending outward a distance equal to one-half its height from the bottom of the door up to the overhang to be covered by this warranty. Example: The distance from the bottom of the door to the bottom of the overhang equals 8 feet. Divide 8 by 2 = 4. Four feet is the distance needed for the Protective Overhang to project from the Face of the door.  

Any deterioration caused by failure to protect and seal all exposed surfaces and edges of the door either prior to or immediately after hanging/installing are not covered by this warranty. For continued protection, the finish needs to be maintained yearly.  

 We can require that an inspection be made by one of our employees prior to adjustment or replacement. Variations in color, texture, grain or the general surface appearance of wood naturally occurring are not considered defects. Any condition or problem caused by failure to follow the recommended handling, finishing and installation instructions as outlined are not covered by this warranty, such as installing in full exposure to sun or sprinklers and behind storm doors. The appearance of field-finished doors is not covered by this warranty in any event.

IMPORTANT INFORMATION ABOUT WARRANTY  

Do NOT cut, trim, install or finish a door, side lite or transom sash, before it has been fully inspected. Once the product has been cut and/or installed and/or finished, it cannot be returned to HansenCraft Custom Woodworking, Inc. for replacement unless it is defective in a way that is covered by the Warranty. Please comply with all of the handling and finishing instructions completely to validate the Warranty. The product must be hand sanded before finishing. 

 Insulated Glass Limited Warranty

Similar to our Door Warranty, HansenCraft Custom Woodworking, Inc. warrants our insulated glass for a period of 1 year from the date of manufacture of the insulated glass panel, against permanent failure of the hermetic seal, directly attributed to defective manufacturing, when such failure results in permanent obstruction of vision through the panel.

Glass breakage isn't warrantable, including decorative pieces between/inside the glass panel. 

This warranty does not apply if the failure of the seal is caused by an Act of God, damage as a result of exposure to corrosive fumes or condensates, damage resulting from excessive stress from movement of the structure, glass distortion or breakage, mishandling or improper installation or by any other cause whatsoever not within our exclusive control, and shall not apply unless the failure occurs and claim is delivered to us within 1 year after the date of manufacture of the insulated glass panel.

Under the terms of this warranty, OUR OBLIGATION IS TO REPLACE THE DEFECTIVE GLASS, F.0.B. DEALER'S WAREHOUSE FROM WHICH THE ORIGINAL SALE WAS MADE. NO LABOR, INSTALLATION AND/OR CONSEQUENTIAL DAMAGES WILL BE COVERED.  For a period of 1 year after manufacturing, a replacement insulated glass panel shall be furnished, for excessive fogging problems only. The company may, at its option, refund the purchase price of defective panels in lieu of furnishing a replacement.   

No other express warranty is made by HansenCraft Custom Woodworking, Inc. We can require that an inspection be made by one of our employees prior to adjustment or replacement. 

 Handling, Finishing, and Installation Instructions.     

Most finishes on exterior doors deteriorate relatively quickly. To insure exterior doors receive the protection required, inspect the condition of exterior finish at least once a year and refinish as often as needed to maintain the protective stability of the finish.

Entrance doors shall always be stored on edge, supported vertically (not leaning). Interior doors must be stored flat, in a clean, dry area. Doors shall not be exposed to excessive heat, dryness, humidity or direct sunlight prior to finishing. Handle door with clean gloves and do not drag doors across each other or other surfaces. If doors are stored on the jobsite for more than one week, all surfaces and edges must be sealed even if stored out of the elements. All hardware locations, preparations and methods of installation must be appropriate for the specific door. Prior to finishing, remove all handling marks with 150 grit or finer sandpaper and remove all sanding dust. Apply sealer, primer or first coat of required finish immediately after fitting, cutting for hardware, weather-stripping, etc. and before the installation of hardware or hanging the door. ALL EXPOSED SURFACES OF THE DOOR MUST BE SEALED, INCLUDING THE TOP, BOTTOM, SIDE EDGES AND THE HARDWARE CUTOUTS.  NOTE: An Interior grade Lacquer is NOT a satisfactory product for Exterior Use. All exterior surfaces, including the top, bottom and sides of the door must be finish coated with a good quality exterior grade paint or top coat. (AT LEAST 3 (THREE) COATS OF EXTERIOR GRADE TOP COAT WITH A UV INHIBITOR MUST BE APPLIED.) In order not to induce warpage or excessive deterioration of your door, avoid using dark stains or paints on the door surfaces exposed to direct sunlight.

There are no warranties that extend beyond the preceding. HansenCraft Custom Woodworking, Inc. shall not be liable for consequential, indirect or incidental damages or for any amount in excess of the manufacturer's price for the shipment involved, whether the claim is for breach of warranty or negligence. Since these doors are shipped to you unsealed and unfinished, we cannot warranty against the natural characteristics of the wood which may occur in the various conditions encountered from our plant to your finished opening. Because the wood can respond in different ways to the variety of atmospheric and environmental conditions, it is imperative that special attention is given to the door and the necessary care and effort taken to protect the door in the unfinished state to minimize the potential for problems. 

Warranty Claims and Returns

Insulated Glass Limited Warranty Claims and Returns 

 In an effort to better serve our customers, HansenCraft Custom Woodworking, Inc. has established a new warranty claims policy and procedures to track all warranty claims.

All warranty returns must have HansenCraft Custom Woodworking, Inc. authorization before the product(s) are shipped back. HansenCraft Custom Woodworking, Inc. requires that any return be given prior authorization by your HansenCraft Custom Woodworking, Inc. sales representative or by the HansenCraft Custom Woodworking, Inc. home office before returning items for claim or credit. All returns should be accompanied by a completed "Returned Goods Agreement" so that the return can be speedily identified, traced as to customer and circumstance, and processed efficiently. 

As stated by the HansenCraft Custom Woodworking, Inc. Limited Warranty, our products are warranted to be free from defect in material and workmanship for 1 year from shipment. All items are inspected for quality immediately before shipment. It is understood that many warrantable circumstances do not develop and fully become apparent until well after the product is installed, but some defects or flaws may be detected as soon as the door or side lite is unpackaged. Since many minor flaws can be repaired or corrected, all items should be inspected thoroughly for such defects upon receipt and before machining and/or installation.

Please be aware that the machining of a door or side lite constitutes acceptance of the product as it was received by our customer. Any minor flaws or defects that may exist at the time of machining will not be considered as defective product or claimable once machining and/or installation has been started. So, please inspect all items thoroughly before the machining and/or installation process takes place.

The HansenCraft Custom Woodworking, Inc. Limited Warranty does not cover a product that has been rendered unusable due to damage or mishandling. A significant percentage of the items returned to HansenCraft Custom Woodworking, Inc. for warranty claim are products that have been damaged or mishandled after shipment. HansenCraft Custom Woodworking, Inc. will not recognize such situations as legitimate claims covered under warranty. 

Please be aware that any credit due for a defective product is not processed and issued until the defective item has been returned to HansenCraft Custom Woodworking, Inc. Any required replacement product is invoiced at the regular unit price as it is shipped.

All items returned must be packaged properly in order to insure that credit due is processed efficiently, and to protect against any further unnecessary damage to the product. Proper packaging includes an adequate pallet, proper top and edge protective covering, and items preferably stood on edge. Items not given adequate packaging protection during return shipment may void the warranty.

HansenCraft Custom Woodworking, Inc. supports our customers with a warranty that covers defective conditions based on industry standards of acceptability. We take a fair and objective view of any warranty situation, but it is important to understand that a warranty does not cover any and all problems that may occur.

We urge you to call if you have questions or need further clarification on our warranty conditions or relating to any specific situation that you may encounter. 

Conditions Not Covered or Allowed for Warranty Claims

In supplement to the HansenCraft Custom Woodworking, Inc. Limited Warranty, the following material or physical situations will not be covered by the warranty.

Warpage not exceeding one-fourth inch (1/4") in the plane of the door.

ALL Doors Over 80" tall and/or 36" wide are NOT warranted for warpage.

True Planked Doors for bow or warpage.

Any special custom product manufactured according to the customer’s specifications. 

Warranty is null and void if deterioration occurs due to the failure to protect and seal all exposed surfaces and edges of the door either prior to or immediately after hanging.

Damages caused by failure of Homeowner to annually (or sooner) re-finish all doors, side lites and frames, if necessary, by lightly sanding and re-coating with clear exterior grade top coat that contains a UV protection.

Bow or nonalignment in the frame or jamb in which the door is hung.

Variations or unsatisfactory results in gloss levels, texture or appearance resulting from a field or factory application of paint or other finishing material.

Natural variations in color, texture of surface and checking of wood, including knots and surface check less than 1/32”, are not considered defects. 

Damage resulting from any cause beyond the control of HansenCraft Custom Woodworking, Inc. including, but not limited to; damage caused by freight, misuse, abuse, accident, sprinkler systems, mishandling, fire, flood, earthquake, storm, tornado or any other act of nature.

Excessive trimming of a door: more than 1” from the top or more than 1” from the bottom or more than ¼” from either edge.

Product failure due to improper installation.

Attempts to repair doors or other products without prior written authorization.

Panel shrinkage and misalignment, which leaves an unstained line along the edge of the panel. This is caused by differences in temperature and humidity, and is not a defect.

Slight expansion and contraction of the door due to changes in temperature and humidity are not defects.

Water infiltration.

Wood sills.

Insulated glass is only warranted against fogging. 

Due to the excessive heat build-up, any exterior door used with an unvented glass storm door will not be warranted.

Doors painted Black (or any Dark Color) with any sun exposure will not be warranted.