If it is determined that the cause is weather or installation related, you will need to purchase replacement parts and pay for shipping regardless of when you report it. We will request photos and video and measurements to try to determine the cause of the problem (for example, failed welds, holes in fabric, cables pulling out, shades rolling crookedly, shades jamming in tracks.) Most of these problems are caused by shades being left down in more wind or colder temperatures than they rated for, issues with the installation causing the shade not to track or roll correctly, parts of the structure it is installed on interfering with the fabric and damaging it.For wrong size you must send photos showing the product being measured. There is a +/- 1/8” production tolerance.Because we are not on site, it is your responsibility to carefully read them to verify that they are correct when you OK the order. Our confirmations detail shade dimensions, fabric dimensions and colors, and all the specifics about the construction of the shades you are ordering.We may request photos of what you received. Not as ordered means wrong size, color, fabric, lift system, cable anchor hardware, etc.Defective means fabric mis-weave, bad powder coat finish, lumpy seams, non- working motors or remotes, or non-working crank gears at installation time.If reported 61 days or more after receipt of original order, replacement parts are free BUT YOU PAY SHIPPING. If reported within 60 days of receipt of the original order, replacement parts/shipping are free of charge.

NOT AS ORDERED OR DEFECTIVE (when installing) Photographs showing damaged packaging and parts are required. If shipping damage exception number is not obtained from carrier, all damaged/missing parts are replaced free of charge if reported within 4 business days of delivery.If shipping damage exception number is obtained from carrier, all damaged/missing parts are replaced free of charge if reported within 30 business days of delivery.Therefore rips, tears, or cuts in the fabric were either caused by the shipping company, opening the boxes with knives or scissors, or happened during installation. All shades are thoroughly inspected before they are carefully packaged to ensure they are pristine. Fabrics are cut with state-of-the-art lasers, seams are sonically welded, and our tables are rounded and smooth. Please see our slide show on the Products Page that shows how carefully and meticulously our shades are manufactured and shipped.Defective or incorrect parts will be replaced. All shade orders are custom and as such cannot be returned or refunded.Contractors: Make sure your END USER signs the Use & Care Contract or the warranty will be void. Not following the Use & Care Guide on the Citadel High Wind Zipper Track shades will void the warranty.If expedited shipping is desired, you may pay the difference between Ground and expedited shipping. Under no circumstances are installer fees covered, regardless of whether it is a warranty issue or not.Good for original owner of shades only.We may check historic wind speed data in your area. To stay within warranty, shades must NOT be left down in winds greater than the product is rated for.We will request photos and videos of your installation. Shades must be installed correctly per instructions.Suntex 90, 95 and 97 fabrics and Insect fabrics for 10 years, Clear Vinyl with Solid Borders and Soltis Blackout for 5 years.Fabric and motor warranties are unchanged. IF INSTALLED WITHIN 3 MILES OF SALTWATER, cranks, housings, side rails, cables, and cable hardware have a reduced warranty of ONE year.Cranks, housings, side rails, cables, cable hardware, fabric seams, for 10 years.Motors, remotes, sensors, controls, for 5 years.

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