Warranty & Policy

Scope of Work

Any product, accessory, option, or service not explicitly listed in the final approved invoice is not included in this order.

Changes & Cancellations

Once an order is placed, it moves quickly into our custom manufacturing queue. You may change or cancel your order within 48 hours of signing.

Deposit Forfeiture

If a cancellation is requested after the 48-hour window or after materials have been ordered/production has begun, the initial deposit is non-refundable to cover costs incurred.

What is Covered:

• Manufacturer Defects: Defects in the aluminum extrusion, frame construction, and screen mesh retention systems found upon installation.
• Hardware & Mechanisms: Failure of operating components such as rollers, tracks, top-hung systems, bottom guides, hinges, handles, and locking mechanisms under normal use.
• Glass & Glazing (Folding Doors):
  • Failure of the insulated glass seal (fogging or moisture between panes) due to manufacturing defects for a period of 10 years.
  • Spontaneous glass breakage due to manufacturing impurities (must be reported within 30 days of installation).
• Motorization: Defective motors (for motorized screens/pergolas) are covered for 5 Years from the date of installation.
• Shipping & Transport Damage: Any damage noted upon initial delivery or installation by our team.

What is Not Covered:

• Normal Wear & Tear: Gradual fading, chalking of powder coat finishes, weather-stripping compression, or minor loosening of screens due to normal aging and use.
• Environmental & Weather Damage: Damage caused by "Acts of God" or extreme weather events (e.g., hurricanes, tornadoes, hail, lightning, floods, or wind speeds exceeding the product's rated capacity).
• Folding Door Specific Exclusions:
  • Thermal Stress Cracks: Glass breakage caused by heat buildup (e.g., placing blinds too close to the glass, partial shading of the glass, or applying after-market tints/films).
  • Condensation: Condensation on the exposed surfaces of the glass (room side or exterior side) caused by high humidity levels in the home or temperature differences is a natural phenomenon and not a defect.
  • Track Obstructions: Damage to rollers or tracks caused by failure to keep the bottom track free of debris, dirt, stones, or pet hair.
  • Water Intrusion: While our doors are weather-rated, we do not cover water ingress resulting from power washing the unit directly or extreme weather conditions exceeding the door’s performance rating (e.g., hurricane-force driving rain on a standard threshold).
• Misuse & Accidents: Damage caused by improper operation (e.g., forcing doors without unlocking all panels, slamming panels), lack of maintenance (cleaning tracks/lubrication), alterations, abuse, or impact damage from accidents, pets, children, or projectiles.
• Screen Mesh: Cuts, tears, or stretching of screen mesh caused by pets, sharp objects, or external force after the installation is complete.

Natural Variations:

• Installation Gaps: Minor gaps may exist due to the natural settling of the home, uneven concrete/pavers, or out-of-square existing structures. We shim and seal to industry standards, but cannot control structural movement.
• Fabric/Finish Appearance: Slight color variations in powder coating or screen density that may appear different depending on lighting conditions.

Repair or Replace

MATTEH reserves the right to determine, at our sole discretion, whether a defective component will be repaired or replaced.

Labor & Service Charges

• First 12 Months: Warranty service, including labor and parts, is provided free of charge for covered defects.
• After 1 Year: For warranty claims made after the first year, the customer is responsible for a standard service call fee and labor charges. The replacement parts themselves may be covered depending on the manufacturer’s specific warranty terms.

Product Discontinuation

If a valid warranty claim requires a replacement part that is no longer manufactured, we will provide a substitute part of equal quality and function that matches the original as closely as possible. We are not responsible for matching the exact color or design if the original is discontinued.