Our Refund Commitment
At Twin Star Energy, we stand behind the quality of our cabinet refacing, refinishing, and installation services. This Refund Policy outlines the circumstances under which refunds may be provided and the process for requesting them.
Service Satisfaction Policy
We are committed to delivering exceptional results that meet or exceed your expectations. If you are not completely satisfied with our completed work, we will work with you to address any concerns and make necessary corrections at no additional cost.
Refund Eligibility
Pre-Work Cancellation
Before work begins: If you cancel your project before we begin work on-site, you are eligible for a refund according to the following terms:
- Within 24 hours of contract signing: Full refund minus 5% administrative fee
- 24-72 hours after contract signing: Full refund minus 10% administrative fee
- After 72 hours but before material ordering: Full refund minus 15% administrative fee
Post-Material Order Cancellation
After materials are ordered: Custom materials are ordered specifically for your project and cannot be returned to suppliers.
- Refund amount: Total contract minus material costs and 20% administrative fee
- Custom doors, hardware, and finishes are non-returnable
- Standard materials may be eligible for partial credit
Work-in-Progress Cancellation
After work has commenced: If you choose to cancel after we have begun work on your project:
- Payment is due for all completed work and materials used
- Refund calculated based on remaining work not performed
- Site restoration to safe condition may incur additional charges
- Custom materials already installed cannot be refunded
Quality Issues and Corrections
Our Correction Process
Before considering a refund, we will make every effort to correct any quality issues:
- Immediate Response: We address quality concerns within 24 hours of notification
- Professional Assessment: Our team evaluates the issue and determines the best correction approach
- Correction Work: We perform necessary corrections at no additional cost
- Follow-up Inspection: We ensure the correction meets your satisfaction
Refund for Uncorrectable Issues
In rare cases where quality issues cannot be satisfactorily corrected, we may provide a partial or full refund:
- Refund amount determined by the extent of uncorrectable work
- Materials and completed satisfactory work are not refundable
- Independent assessment may be required for complex disputes
Non-Refundable Circumstances
Refunds are not available in the following situations:
- Change of Mind: After work is completed to contract specifications
- Design Preferences: Changes in personal taste or style preferences
- Natural Characteristics: Wood grain variations, color differences within natural ranges
- Normal Wear: Issues arising from normal use after project completion
- Customer-Caused Damage: Damage resulting from customer actions or negligence
- Third-Party Issues: Problems caused by other contractors or service providers
Refund Request Process
How to Request a Refund
To request a refund, please follow these steps:
- Contact Us: Call (303) 772-0590 or email zaraware@twinstarrefcabin.com
- Provide Details: Include your contract number, project details, and reason for refund request
- Documentation: Submit any relevant photos or documentation supporting your request
- Review Process: We will review your request within 3 business days
- Resolution: We will provide a written response with our decision and next steps
Refund Processing Timeline
Once a refund is approved:
- Credit Card Payments: 5-7 business days for refund to appear
- Check Payments: Refund check issued within 10 business days
- Cash Payments: Refund available within 5 business days
Warranty vs. Refund
Our 3-year warranty covers defects in materials and workmanship. Warranty issues are addressed through repair or replacement, not refunds. Refunds are separate from warranty coverage and apply to different circumstances as outlined in this policy.
Dispute Resolution
If you disagree with our refund decision, we encourage direct communication to resolve the matter. If necessary, disputes may be resolved through mediation or arbitration as outlined in our Terms of Service.
Special Circumstances
Emergency Situations
In cases of genuine emergency or hardship, we may consider special refund arrangements:
- Medical emergencies affecting the homeowner
- Unexpected financial hardship
- Property damage from natural disasters
- Other extraordinary circumstances
These situations are evaluated on a case-by-case basis and require documentation.
Policy Updates
This Refund Policy may be updated from time to time. Changes will be posted on our website and communicated to customers with active contracts. The policy in effect at the time of contract signing governs your specific project.
Contact Information
For refund requests or questions about this policy, contact us:
Twin Star Energy
1051 Hover St, Colorado
Phone: (303) 772-0590
Email: zaraware@twinstarrefcabin.com
Business Hours: Monday-Friday 8:00 AM - 6:00 PM, Saturday 9:00 AM - 4:00 PM