Returns & Cancellations

Before production begins

An order may generally be canceled for a full refund before it has been released into production.

If you need to cancel or change an order, contact Clark as soon as possible.

Submitting a cancellation request does not by itself stop production. Clark must confirm that the cancellation was received and accepted before the order is considered canceled.

Specification review period

After checkout, Clark may review the order before releasing it for manufacturing.

During this period, we may contact the customer about measurements, configuration, delivery, or other project details.

If Clark determines that the ordered configuration cannot reasonably be manufactured or fulfilled as submitted, we will work with the customer to modify the order or provide a refund for the affected portion before production.

After production begins

Once production has begun, the order cannot be canceled.

At that point, materials may have been cut, fabricated, finished, assembled, or otherwise committed specifically to the customer's project. The order cannot be returned or refunded simply because the customer changes their mind.

If a change is requested after production begins, Clark will determine whether the change is still technically possible and whether additional costs apply. That does not restore a right to cancel.

Custom products

Products manufactured correctly according to the measurements and selections approved by the customer are generally non-returnable.

This includes returns requested because of:

• Incorrect customer-provided measurements
• Incorrect customer-selected options
• Color or fabric preference changes
• Project changes after ordering
• Installation difficulties unrelated to a product defect
• Customer preference after receiving the product

See the Custom Product & Measurement Policy for additional information.

Incorrect or defective products

If a product materially differs from the accepted order specifications or appears to have a manufacturing defect, contact Clark promptly.

Please provide:

• Order number
• Description of the issue
• Photographs or video
• Relevant measurements
• Photographs of packaging when applicable

Clark may request additional information before determining the appropriate remedy.

Depending on the issue, an appropriate remedy may include repair guidance, replacement parts, replacement components, remake, or another reasonable resolution.

Freight damage

Because many Clark screen systems are large custom products shipped by freight, customers should inspect deliveries carefully.

If damage is visible at delivery, note it on the carrier's paperwork before signing when reasonably possible.

Photograph:

• The outside of the shipment
• Packaging and pallet
• Visible damage
• Shipping labels
• Damaged product areas

Keep all packaging until Clark advises otherwise.

Report freight damage to Clark promptly so we can evaluate the issue and work with the appropriate shipping parties.

Refusing a delivery

Do not refuse a freight shipment solely because the exterior packaging shows minor damage unless instructed to do so or the shipment is clearly severely damaged.

Improper refusal of an otherwise deliverable shipment may result in additional freight, storage, redelivery, or return-shipping charges.

When possible, document the condition, accept the shipment subject to the carrier's damage notation, and contact Clark promptly.

Customer measurement errors

If a screen is manufactured correctly according to the approved order but does not fit because of an incorrect customer measurement, that does not constitute a defective product.

Clark will help determine whether modification, replacement components, or a remake is possible.

The customer is generally responsible for costs resulting from customer measurement errors, including replacement product and applicable freight.

Color and appearance

Fabric and finish appearance can vary based on lighting conditions, surrounding materials, photographs, and device displays.

Reasonable differences between a digital image and the physical product are not automatically grounds for return.

Customers should review available fabric and finish information carefully before ordering.

Refund timing

When Clark approves a refund, it will generally be returned through the original payment method where reasonably possible.

Banks and payment processors may require additional time to post the credit after Clark issues it.

Shipping charges

Original freight charges are generally non-refundable after transportation services have been performed, except where required by law or where the refund results from a Clark fulfillment error.

Return freight, redelivery, storage, or other transportation expenses may also be deducted or charged when they result from customer-requested changes, an incorrect address, unavailable delivery arrangements, or other circumstances for which the customer is responsible.

Warranty claims

Returns and cancellations are separate from warranty coverage.

A product that develops a covered issue after installation should be handled under the applicable Warranty Policy, rather than as a standard return.

Legal rights

Nothing in this policy is intended to eliminate or restrict any consumer rights or remedies that cannot legally be waived.

Requesting a cancellation or reporting a problem

Contact Clark Outdoor Living through the Support page or email support@clarkpremiumshades.com.

Include your order number and a brief description of the request.

For cancellations, contact us as quickly as possible. Once production has begun, the order cannot be canceled.