Terms and Conditions

 

Agreement to Terms

These Terms and Conditions (“Terms”) are a legally binding agreement between Maderra LLC (“Maderra,” “we,” “us,” or “our”) and you, the customer (“you,” “your”). These Terms govern your use of the Maderra website (the “Site”) and all purchases of products (“Products”) from Maderra or its affiliates.

By placing an order, clicking “I Agree” at checkout, or otherwise accessing or using the Site, you acknowledge that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy (available [here]). If you do not agree, you must not use the Site or purchase Products.

Maderra may update these Terms from time to time. Any updates will be posted on the Site with a new effective date. Continued use of the Site or Products after the effective date constitutes acceptance of the revised Terms.

These Terms contain important provisions, including limitations of liability, disclaimers of warranties, binding arbitration, and a waiver of class actions. Please read carefully.

Shipping, Receiving, Product Inspection, and Reporting Damages

Maderra guarantees that all Products leave our facility in new and undamaged condition, packaged securely in a pallet or crate. All shipments are handled by independent third-party freight carriers. Title and risk of loss pass to you once the Product is delivered to the carrier.

Delivery Location

Standard freight service includes curbside delivery only, when carrier equipment allows.

Due to shipping restrictions, products 96 inches or longer cannot be delivered curbside. These shipments must be picked up by you at the nearest freight terminal.

If you require delivery to your property for oversized items, you are solely responsible for arranging and paying for appropriate equipment (such as forklifts, flatbed trailers, or liftgate services). Maderra may assist in coordinating such services upon request, but these costs are not included in the original shipping charge and must be paid directly by you.

Failure to arrange terminal pickup or special equipment will not entitle you to cancellation, refund, or compensation.

Unloading & Injuries

You are solely responsible for unloading the Product from the truck or trailer. Maderra is not liable for any personal injury, property damage, or product damage that occurs during or after unloading.

Bill of Lading (BOL) Signatures

DELIVERY ACCEPTANCE MAY BE SIGNED BY YOU, A HOUSEHOLD MEMBER, EMPLOYEE, CONTRACTOR, OR ANY PERSON PRESENT AT THE DELIVERY LOCATION OR JOB SITE. ANY SUCH SIGNATURE SHALL BE DEEMED YOUR AUTHORIZED ACCEPTANCE OF THE SHIPMENT ON YOUR BEHALF.

  • Scribbled, abbreviated, or otherwise non-standard signatures will still constitute valid acceptance.
  • You waive any claim or defense that the BOL was “not signed by you personally” once the shipment has been accepted at the designated delivery address or job site.

Inspection at Delivery

Before signing the Bill of Lading (“BOL”), you must:

  • Inspect the shipment for visible damage or defects.
  • Take photos and/or video of the packaging and product condition.
  • Clearly note any damage on the BOL.

If the product is damaged, you must reject delivery and document the issue on the BOL. Shipments returned without written notation of damage on the BOL will not qualify for replacement or claim.

Minor Surface Damage During Transit

Because of the nature of freight transportation, minor cosmetic imperfections such as small scratches, scuffs, or dents may occur during loading, unloading, or transit. These do not affect the structural integrity or performance of the Product and are not considered “damage” for purposes of refund, return, or compensation.

  • Maderra provides touch-up paint or repair kits upon request to address such cosmetic issues.
  • No refunds, credits, or financial compensation will be issued for minor surface damage.

Concealed Damage

Any concealed damage not visible at delivery must be reported to Maderra in writing, with photos/videos, within three (3) calendar days of delivery. Claims made after this period will not be accepted.

Acceptance of Delivery

By signing the BOL without notation of damage, you confirm that the Product was delivered in acceptable condition, waive the right to dispute delivery condition, and agree that any damage discovered later is your responsibility.

Address Errors & Storage

You are responsible for providing an accurate shipping address. Once a Product has shipped, Maderra cannot change delivery addresses. You must work directly with the freight carrier for reconsignment or rescheduling. All fees for reconsignment, storage, redelivery, or special handling are your responsibility.

Carrier Claims

Because shipments are handled by third-party carriers, Maderra is not responsible for delays, missed appointments, or damages caused by carriers. Freight damage claims must be filed against the carrier. Maderra will assist you in pursuing claims, but no replacement Products will be released until the carrier’s claims process is complete.

Sale Terms  

Custom Orders: Each Product manufactured by Maderra is custom-built to your specifications and cannot be resold or repurposed. For this reason, all sales are final once your order enters production.

Cancellation Window: You may cancel your order within twenty-four (24) hours of placing it for a full refund, provided your cancellation request is submitted in writing to customersupport@maderrashop.com.

No Cancellations After 24 Hours: After 24 hours, your order becomes final and non-refundable. By placing an order, you acknowledge and agree that you reviewed and accepted these Terms and Conditions prior to completing payment.

No Satisfaction-Based Returns: Because each Product is custom-built to your specifications, you acknowledge and agree that personal dissatisfaction with color, finish, appearance, or style does not constitute a defect or damage and is not grounds for refund, cancellation, or credit.

Restocking/Material Fee: In the event Maderra makes an exception to cancel an order after the 24-hour window, such cancellation will be subject to a 25% restocking/material fee, plus a 4% credit card processing fee if applicable.

Refund Method: Any refunds granted under special circumstances will be issued only by company check and mailed to the original billing address. Refunds may take 30–60 days to process. Refunds will not be issued to credit cards, PayPal accounts, or other forms of payment.

Chargebacks: You agree that initiating a chargeback with your credit card provider for an order that is outside the cancellation window or delivered in accordance with these Terms constitutes a violation of this agreement. You will be liable for all costs, fees, and legal expenses incurred by Maderra in contesting or recovering such chargebacks.

Binding Agreement: By placing your order, you acknowledge that you have read and agreed to these Sales Terms and understand that all custom orders are final.

Injury Claims, Damages, and Repairs

Installation Responsibility: All Products must be installed by you, the owner, or a licensed general contractor. MADERA IS NOT RESPONSIBLE FOR ANY INCORRECT INSTALLATION, PERSONAL INJURY, PROPERTY DAMAGE, OR OTHER LOSSES THAT OCCUR DURING OR AFTER INSTALLATION.

Improper Modifications: Any Product that is modified, altered, or improperly installed by you or your contractor will not be eligible for repair, replacement, or warranty coverage.

Manufacturing Defects: If a Product is determined by Maderra to have been manufactured incorrectly, Maderra reserves the right, at its sole discretion, to either (a) repair the Product or (b) provide a replacement Product. This shall be your sole and exclusive remedy for any manufacturing defect.

Repair Process: If repair is required, you must obtain an estimate from a licensed general contractor that specializes in door repairs. The estimate must be submitted to customersupport@maderrashop.com for review and pre-approval. No work may begin without written approval from Maderra. If work is performed without approval, (i) Maderra will not reimburse any costs, and (ii) you waive all rights to claim reimbursement or further remedy.

Payment of Repairs: If Maderra authorizes the repair, payment will be made directly to the contractor once work is complete and the Product meets Maderra’s manufacturing standards. Work will be considered complete regardless of your personal satisfaction, provided it conforms to Maderra’s specifications.

Limitation of Liability: Under no circumstances will Maderra be liable for incidental, consequential, or special damages arising from installation, modification, or use of the Products.

Exchanges and Returns

All Sales Final: All sales are final. Maderra does not accept returns or issue refunds once a Product is in production, except as expressly provided in these Terms.

Refusal of Delivery for Damage/Defect: If your order is damaged at delivery, defective, or incorrect, you must refuse the delivery, document the issue on the Bill of Lading (“BOL”), and take photos/videos of the Product before the driver departs. The freight carrier must return the damaged Product to Maderra at the time of delivery.

No Return After Acceptance: If you sign for and accept delivery without noting damage or defect on the BOL, you waive all rights to return, refund, or claim damages.

Replacement Policy: If a returned Product is inspected and determined by Maderra to be defective or damaged in accordance with your documented claim, Maderra will, at its sole discretion, either (a) repair the Product or (b) manufacture and ship a replacement Product at no additional cost to you. This shall be your sole and exclusive remedy. No refunds will be issued.

  • Refund Exceptions: In the rare event Maderra authorizes a refund in writing, the following conditions apply:
  • Refunds will be issued only by company check mailed to the original billing address.
  • Refunds may take 30–60 days to process.
  • Refunds will not include shipping, handling, crating, or delivery fees.

Customer Responsibility for Returns: If Maderra authorizes the return of a Product, you are solely responsible for properly crating and shipping the Product back to Maderra in its original condition at your own expense. If the returned Product is altered, damaged, or not in original condition, no refund or replacement will be issued.

Carrier Claims: If freight damage requires a carrier claim, you acknowledge that the process may take 4–6 weeks or longer. No replacement will be issued until the carrier’s claim is fully resolved. Maderra has no control over carrier claim timelines or outcomes.

Finality of Sale: By completing your purchase, you acknowledge that all sales are final, no refunds will be issued except under the strict conditions above, and your sole remedy is repair or replacement in accordance with this Section.

Discounts and Quotes

Discounts: Promotional discounts are valid only during the published promotional period. Discounts cannot be applied retroactively to prior purchases or to orders placed after the promotional period has ended. Any order canceled that included a discount will be refunded, if applicable, at the discounted price only, not at the original price.

Quotes: Written quotes provided by Maderra are valid for thirty (30) days from the date of issuance, unless otherwise stated in writing. After the expiration date, quotes are void, and new pricing may apply. Quotes are subject to change based on fluctuations in raw material, labor, and shipping costs.

Oral Agreements: No oral statement, promise, or representation made by any Maderra employee, representative, or affiliate shall constitute a binding agreement. Only written agreements signed by an authorized officer of Maderra are legally enforceable.

Product Dimensions and Door Fitting

Customer Measurements: All Products are manufactured according to the measurements provided by you at the time of order. Maderra is not responsible for verifying or confirming the accuracy of your measurements.

Modification Requests: You must notify Maderra of any measurement changes within twenty-four (24) hours of order submission in writing to customersupport@maderrashop.com. This is the standard cancellation/modification window.

Courtesy Exceptions: Requests for modifications made after the twenty-four (24) hour window will be considered only as a courtesy and at Maderra’s sole discretion. Approval of such requests is not guaranteed and may be subject to additional costs or delays. If Maderra determines the requested modification cannot be made, the order will proceed as originally placed.

Fitting and Modifications: Maderra does not guarantee that any Product will fit into your intended opening, location, or structure. If modifications to your property are required for installation, such modifications are your sole responsibility and at your expense.

Damage from Modifications: Maderra is not responsible for any damage to the Product or property caused by modifications made by you, your contractor, or third parties in an attempt to make the Product fit. Any such modifications void all warranties and claims.

Waiver After Installation: ONCE A PRODUCT HAS BEEN INSTALLED, YOU WAIVE ALL RIGHTS TO RETURN, REFUND, OR CLAIM ANY FORM OF COMPENSATION, REGARDLESS OF SATISFACTION OR FIT.

Manual Locks, Electronic Locks, and Door Latches

Installation: All electronic locks must be installed by a licensed electrician. MADERA IS NOT RESPONSIBLE FOR ANY MALFUNCTION, PERSONAL INJURY, PROPERTY DAMAGE, OR OTHER LOSSES RESULTING FROM IMPROPER INSTALLATION OR USE OF ELECTRICAL OR MECHANICAL COMPONENTS.

Warranty Limitations: This limited coverage does not apply to defects or malfunctions caused by improper installation, misuse, tampering, modification, or unauthorized repairs.

Defective Components: If you believe a lock or latch system is defective, it must be returned to Maderra for inspection. Unless otherwise agreed, you are responsible for the cost of return shipping. If inspection confirms a defect in materials or workmanship, Maderra will, at its sole discretion, repair or replace the defective component at no additional cost.

Exclusive Remedy: Repair or replacement of defective components is your sole and exclusive remedy. No refunds, credits, or consequential damages will be provided under any circumstances.

Expected Production Time Frame

Estimated Time Only: Maderra strives to complete Products within approximately six to eight (6–8) weeks from order confirmation. However, all time frames are estimates only and are not binding guarantees.

Causes of Delay: Production times may be extended due to factors including, but not limited to:

  • Order volume (all orders are fulfilled in the sequence they are received).
  • Raw material shortages or supply chain disruptions.
  • Labor shortages.
  • Customization requests (special finishes, locks, sound barriers, finished backs, etc.).
  • Force majeure events beyond Maderra’s control.

Customer Communication: Maderra communicates with customers via email throughout the production process. When an order is nearing shipment, Maderra will email images or video of the finished Product for customer verification. If the email provided at the time of order is incorrect, or if messages are filtered to spam/junk folders, Maderra is not responsible for delays caused by missed communications or delayed approvals.

Production vs. Delivery: Estimated production times do not include shipping or delivery transit times. Delivery schedules are determined by independent freight carriers and are outside Maderra’s control.

No Compensation for Delays: You acknowledge that production or delivery delays may affect personal schedules, remodeling projects, or construction deadlines. MADERA IS NOT RESPONSIBLE FOR ANY MONETARY LOSS, PROJECT DELAY, GUEST ACCOMMODATION ISSUES, OR OTHER CONSEQUENTIAL DAMAGES ARISING FROM SUCH DELAYS. NO REFUNDS, CREDITS, OR COMPENSATION WILL BE ISSUED. Your sole remedy in the event of extended delays is continued performance of the contract by Maderra.

Hardware All Knobs and door hardware will be provided as indicated by your order. The hardware must be installed by the customer.  Orders that have no hardware, will not have pre-drill holes, unless indicated by the customer. Maderra takes no responsibility if pre-drill holes do not align with the hardware. Drawers pre-drill holes will not be drill entirely through the drawers; customer will be responsible for drilling holes.

Assembly instructions and installation. Maderra does not guarantee to have assembly instructions for all products on its website. Assembly instructions that are provided for our standard products may not be directly applicable to your custom-built product. Due to the personalized nature of modifications as requested by customer, the final assembly instructions process may differ. Our instructions serve as a general guide, and some steps may not be relevant to your specific product. If such is the case, customer may schedule a call with our customer support for a video remote assistance to help with the assembly process. Customer acknowledges and is aware that successful assembly of customized products does requires qualified carpentry and building skills. Assembly tools are not included. Improper, installation may lead to personal  injury and product damage.

Store Credits and Refunds. Maderra has a no-return policy. However, Maderra does reserve the right, in its sole discretion, to issue store credits and refunds under special circumstances that are reviewed by Maderra. Any store credits will be issued via discount codes for future purchases; store credits can not be restored as cash payouts. Refunds will be issued via check and may take up to 30 days to process. All checks will be mailed to the order billing address as stated in the purchase order. 

Installations 

Maderra is a manufacturer of high-quality custom products and does not provide installation services as part of the product purchase. All products purchased online are sold as unassembled units, and it is the customer’s sole responsibility to assemble the unit at their own cost. We strongly recommend hiring licensed contractors to perform installations to ensure proper assembly and safety.

Optional Installation Services At times, and with exceptions, Maderra may offer installation services as a separate service. If installation is offered, it is not included in the purchase of the product and must be arranged and paid for separately. All installation services must be paid in full prior to installation. Maderra will not proceed with installation if payment has not been made in advance.

Customers opting for installation services must adhere to the following terms:

  • It is the customer’s responsibility to inspect the product upon delivery and ensure its accuracy before installation begins.
  • Once the installation is completed, the customer must inspect the product and confirm their satisfaction.
  • By signing the delivery and installation agreement, the customer waives all rights to file damage claims or disputes with their credit card provider related to the product or installation.

Responsibility After Installation
Once the installation has been completed and signed the installation agreement by the customer, Maderra is not responsible for any adjustments or modifications to the product’s functionality.

  • It is the customer’s responsibility to ensure the product has been properly installed and meets their satisfaction before signing the delivery and installation agreement.
  • Maderra will not return to the property to make adjustments, modifications, or repairs once the installation agreement has been signed by the customer.
  • If adjustments or modifications are required after installation has been approved, it is the customer’s responsibility to address these at their own expense.

Liability for Structural Defects
Maderra is not liable for issues arising from structural defects in the customer’s property, such as uneven walls or floors. These issues may impact the functionality or appearance of the product and are not considered product defects. Any concerns related to site conditions must be addressed independently by the customer.

Photography and Filming 
Maderra reserves the right to film and photograph the installation process, including images and videos taken at the customer’s home or property.

  • These recordings serve as proof of proper installation and may be retained for internal use.
  • Maderra also reserves the right to use the content captured during installation for marketing purposes, including but not limited to the company’s website, social media platforms, and promotional materials.
  • By agreeing to the installation, the customer consents to the use of such images and videos for these purposes.

Missing Parts
If a unit is delivered with missing parts, Maderra will arrange to send the missing components within a reasonable timeframe after being notified by the customer via the proper communication channels.

Reporting Issues
If there are any missing parts or the customer is not satisfied with the product, all inquiries must be submitted via email to customersupport@maderrashop.com. Communication through text messages, phone calls, or emails sent to addresses other than customersupport@maderrashop.com will not be monitored and will not be considered the proper form of reporting issues.

Communication 

As part of the purchase agreement, Maderra outlines the following communication terms to ensure transparency, effective communication, and proper handling of all customer interactions:

  1. Phone Calls
    Phone calls may be used for:

    • Sales inquiries.
    • Questions regarding product specifications.
    • Information about purchasing options.
    • Inquiries regarding product status and updates.

    Important Note:
    Any conversations conducted over the phone are not considered contractual agreements. Maderra provides approximate timelines for production and delivery during phone calls; however, these timelines are not binding and are subject to change.

  2. Text Messages
    Text messages are treated with the same importance as phone calls and may be used for:

    • Communicating sales-related inquiries.
    • Answering questions regarding product specifications, specials, and promotions.
    • Providing updates on product status or timelines.

    Important Note:
    Text message communication is not considered a contractual agreement. Any timelines or updates provided via text are approximate and subject to change.

  3. Video Calls
    Video calls may be used for:

    • Offering technical support for installation.
    • Answering questions related to ordering or customizing products.

  4. Email
    Email is the designated channel for all after-sales inquiries and is required for the following:

    • Special requests or product modifications.
    • Product disputes, missing parts, or components.
    • Reporting damages, including submitting supporting documentation.
    • Inquiries regarding product status and updates.

    Important Note:
    Communication through text messages, phone calls, or video calls is not an acceptable method for handling after-sales inquiries, claims, or disputes. All such matters must be submitted via email to customersupport@maderrashop.com. Maderra will not be held liable or responsible for any changes, modifications, or agreements communicated outside the designated email channel.

Binding Nature of Communication
By agreeing to this purchase agreement, the customer acknowledges and accepts that:

  • Communication through phone calls and text messages is non-binding and serves only as a method to facilitate general inquiries or updates.
  • Any binding agreements, requests, or dispute resolutions must be made through the designated email channel to ensure proper documentation and enforceability.

Governing Law and Venue.
This Agreement, and any dispute, claim, or controversy arising out of or relating to your purchase or use of any products from Maderra LLC, shall be governed exclusively by the laws of the State of Utah, without regard to its conflict-of-law principles. You agree that the exclusive venue for any court action permitted under this Agreement shall be the state or federal courts located in Salt Lake County, Utah, and you consent to the personal jurisdiction of such courts.

Arbitration.
Except as expressly provided below, any dispute, claim, or controversy between you and Maderra LLC arising out of or relating to these Terms or any purchase shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. Arbitration shall take place in Salt Lake City, Utah. Judgment on the award rendered by the arbitrator may be entered in any court of competent jurisdiction.

Carve-Out for Maderra.
Notwithstanding the foregoing, Maderra LLC reserves the right, at its sole discretion, to pursue legal action in the courts of Salt Lake County, Utah, for the collection of payments owed, enforcement of intellectual property rights, or any other claim where Maderra determines that court action is preferable to arbitration.

Waiver of Class Actions.
To the maximum extent permitted by law, all proceedings shall be conducted on an individual basis. You agree not to participate in any class, collective, or representative action against Maderra LLC.

Updated on August, 2025 Maderra LCC reserves the right to make changes to terms at any time.

!