We stand behind every RollerGlide system we ship. If you ordered the wrong variant or you changed your mind, here is how returns and refunds work.
30-Day Return Window
You may return an unused RollerGlide system within 30 days of the delivery date. After 30 days we are unable to accept returns. Note that this return window is separate from your Lifetime Warranty, which covers defects in materials and workmanship for the life of the product.
Conditions for Return
To qualify for a refund, the product must be:
- Unused and uninstalled. Mounting marks, scratches, or signs of installation void return eligibility.
- In original packaging with all hardware, wear plates, and documentation included.
- Free of damage not caused by shipping.
If a returned product arrives damaged, used, or with missing parts, we will reach out before issuing a refund and may reduce the refund amount or decline the return based on the condition.
How to Start a Return
- Email orders@truepointag.com with your order number, the reason for the return, and (if applicable) a photo of any issue.
- We will reply within one business day with return authorization and a shipping address.
- Pack the product securely in its original packaging. Ship it to the address we provide using a carrier of your choice. We strongly recommend tracked shipping and insuring the package for its full value — if a return is lost in transit and uninsured, we cannot refund it.
- Once we receive and inspect the return, we will email you a confirmation and issue your refund within 5 business days to your original payment method.
Who Pays Return Shipping?
- If you ordered the wrong variant or changed your mind: you pay return shipping.
- If we shipped the wrong product or the product is defective: we cover return shipping and send a replacement at no charge.
- If the package was damaged in transit: contact us immediately. We will work with the carrier on a claim and send a replacement.
Refund Amount
Approved refunds are issued for the full product price. Original outbound shipping charges are non-refundable except in cases where we shipped the wrong product or the product was defective on arrival.
Refunds are issued through Stripe to the original payment method. Depending on your bank, the credit may take 2 to 10 business days to appear on your statement after we process the refund.
Non-Returnable Items
The following are not eligible for return:
- Custom or special-order products specifically built outside our standard M1 and M2 catalog.
- Products returned beyond the 30-day window.
- Products that show signs of installation, modification, or use.
- Products purchased through dealers (returns must be processed through the original dealer).
Order Cancellation
If you need to cancel an order before it ships, email orders@truepointag.com immediately. If the order has not yet entered production, we can cancel and refund in full. Once we have begun fabrication on a built-to-order unit, cancellation may not be possible.
Defective Products
If a product is defective on arrival, contact us within 7 days of delivery. We will send a replacement and cover all shipping. If you discover a defect after installing the product, our Lifetime Warranty covers it.
Contact
True Point AG
A brand of Arcwest Fabrication LLC
Email: orders@truepointag.com
Website: truepointag.com