This is an easy to understand version. (Hope you don’t mind our not using a lot of legal terms. We’d rather you understand us.)
Before you order your gate, make sure that you have correctly measured your gate opening, and that you correctly choose or inform us of your proper gate dimensions as you order your gate. We will accept for a return any gate that was improperly ordered, but you’ll have to return it yourself, or we will charge you to go pick it up. So, measure and double check your measurements, or call us to arrange that we measure it for you.
Picking up your gate. Measure the gate to make sure you have the right size gate. Your gate is a very simple item. The only moving parts are the hinges! Make sure that you have the right size gate, and that the gate, visually, is fine.
(In over twenty years of gate making and thousands of gates made, we have never had a gate returned as being defective.)
Should you decide to have the gate shipped to you, but you are not having Mulholland do the installation. We’ll call ahead to make sure you’re there. When we arrive, please inspect the gate, as above, while the delivery person is there.
Should you notice something wrong with the gate after you get home with it, or after the delivery person leaves. Within 3 days of delivery, give us a call and explain what is the matter and we will resolve the issue with you.
While MSC provides estimate shipping dates and faithfully commits to achieve these days, unexpected occurrences may delay a shipment. One example of this would be rebuilding a product for a particular order because it does not pass our quality standards. In cases of expected shipping delays, MSC will take steps to notify the customer in advance and provide a new shipping date. MSC is not responsible for providing compensation to the customer for such delays. Compensation will not be provided (for example to reimburse customers who may incur unexpected costs for contractor installation services) because an order from MSC did not ship per the originally committed shipping date.
In the case of inadvertent part omissions in product shipments (direct from MSC, or as a drop ship from an MSC supplier) MSC is not responsible for providing compensation for project delays or additional installation and/or contractor fees incurred as a result of the part omission.
MSC is not responsible for timing related to freight transit. MSC provides estimate ship dates, which is defined as when the order leaves MSC’s facility.
If upon receipt of the product, any defects of concern are identified by the customer, or any discrepancies to the approved design are observed (for instance dimensions are incorrect), MSC must be informed within 5 days of receipt of the product for disposition. If MSC is not notified within this stated timeframe, we will not be responsible for providing replacement or compensation.
MSC will not provide compensation for modifications to the product after the product has been received. This includes but is not limited to finishing treatments (painting, staining) and installation services.
Cancelled orders will be subject to a cancellation fee. This fee will be a minimum of 3% of the invoice/order acknowledgement total. If the cancellation request is received after the product is already in production, the order may not be eligible for a refund.
Returns –Stock items are returnable and have an 8% restocking charge. Non Stock Items are returnable and have a 50% restocking charge. Custom built items are not returnable. To determine if a part is stock, non-stock or custom built, email email@example.com. Returnable parts must be received by MSC in new condition and in original packaging before any applicable refunds can be applied. Customer is responsible for return shipping. Items that are not returnable include but are not limited to, gates, columns, parts that are a portion of an item sold as a package, gate operators, purchased from MSC are nonreturnable.
Sales on custom built products built by MSC products are final. Custom products are products which have been designed and constructed to meet a particular customer’s design requirements. Product returns may only be granted for manufacturing defects. Product returns will not be permitted due to the occurrence of common wood characteristics and inherent defects. Inherent defects are not considered manufacturing defects.
Some MSC products are partly or wholly constructed from wood products and may contain defects which are considered inherent defects for wood based products. These include, but are not limited to, knots, knot holes, minor splitting along the direction of wood grain which does not impact the structural integrity of the wood, checking at board ends, twisting, cupping, and color variations. While MSC takes steps during the wood selection and manufacturing process to minimize and/or eliminate the occurrence of these types of defects, completely preventing their occurrence cannot be ensured.
Wood products are sanded to a minimum of 80 grit however small dents can be visible. While MSC takes steps during the manufacturing process to minimize and/or eliminate their occurrence, completely preventing their occurrence cannot be ensured. Small indentations or defects (less than .25in wide max and 1/16” deep max) are not considered manufacturing defects and products may not be returned for this condition.
Our wood MSC products are composed of wood species which are typically considered suitable for outdoor purposes. Wood selection is based on dimensional stability, weather resistance and rot resistance. MSC’s wood products must be treated and maintained properly to increase longevity and structural stability. These treatments include applying a suitable oil based or water based stain, or suitable water proofing product. Failure to provide proper preventative maintenance of the wood products may cause excessive cracking, warping, cupping, end grain checking, joint failure as well as other defects inherent to wood.
Painted Gates: Custom Color Matching: While color matching is generally accurate, it is not exact. Differences in ambient lighting as well as sheen levels (matte, semi-gloss, glossy) can affect the appearance of the color. Color matching is done on a best effort basis. Tongue and Groove Slats: Gates painted by MSC are shipped with touch up paint (in regards to our steel gates, we supply touch up primer). Over time, minor expansion and contraction in the tongue and groove slats can reveal an unfinished portion of the ‘tongue’ portion of the tongue and groove. The touch up paint can be used to touch up this unfinished area.
Unfinished, oil-stained and spar urethane (clear coat) finished gates: Due to the natural tonal variation of Western Red Cedar, the color of an unfinished, oil stained or spar urethane finished gate may vary from board to board. Additionally, gates finished alike may show variation from gate to gate. Expected tonal variation examples are displayed online in the ‘Finishing and Maintenance’ section.
With our wood gates, steel support frames are externally mounted rather than internal to the wood gate frame unless otherwise specified. A steel frame is not required for all of the gate designs. If it is required, it will be noted on the design drawing which is submitted to the customer for review and eventual approval.
“Lead Time” is defined as the time between the date that design approval is conveyed in writing by the customer, and the date that the order ships from our facility.“Design Approval” is defined as the written conveyance by the customer, to MSC, that submitted documents are acceptable to fabricate as-is, without further modifications needed. If modifications to submitted design documents are required, a revision should be requested by the customer. Design approval can then be conveyed based on revised design documents.
Formal design approval from the customer is required for our custom made gates, but not for our gates purchased from the Mulholland Shop page. Approval may be conveyed by signing, dating and faxing a drawing to MSC or by responding via email concerning the approval. Designs are submitted to the customer via email, fax or physical mail. MSC faithfully takes steps to ensure that all pertinent design information is conveyed to the customer, and it is the customers’ responsibility to determine if the design information on the drawing is accurate and will meet their requirements. Components included as part of the gate design (latches, hinges, jambs/posts, steel support frames, decorative accessories, etc) are typically noted on the design drawing and/or Bill of Materials (BOM), and their absence would indicate that the item is not considered part of the order to be supplied.
The ‘Customer’ is defined by the person or company that is providing payment for the product. The Customer is responsible for conveying design approval on gate designs. In the case where the customer is coordinating with a third party on a project, for example an installation contractor, and the Customer would like the third party to provide approval, the customer must provide written approval (email or fax), including the third party name and permission for them to provide the approval.
In the cases where MSC is providing ‘residential delivery’ via a freight company, the freight company will deliver the product to the property of the residence, which may be limited to the driveway. ‘Residential delivery’ does not include special services, such as placing the product interior to a residence, including but not limited to a garage. This type of service may be provided, however, for an additional charge to be predetermined between MSC and the customer.
The Customer is responsible for notifying MSC at least 5 days prior to the scheduled ship date if the Customer will not be available to arrange for/accept delivery for any reason. If the Customer is unavailable for delivery with 3 days of the order arriving at the local terminal storage fees may be incurred; the Customer is responsible for any such fees.
Changes to a shipping address must be made through MSC, not through the shipping company. Such requests must come from the Customer. If the change is made after design approval has been provided, a $90 re-consignment fee will be added to the order.
MSC reserves the right to introduce a burned in (‘branded’) logo on the edge of wood products or a metallic sticker on the side of metal product that is representative of the product; single brand per product, size not to be wider than 1.5in and longer than 4in.
Returned goods will only be accepted if they are returned in their original packaging (where possible), unused and with all instruction manuals.
Outside of the standard 7 day cooling off period for standard products, the Company will only refund goods that are found to be faulty and a suitable replacement is not available.
The goods must not have been installed.
Customers are responsible for obtaining proof of delivery and receipt of returned goods.
Before returning any goods the Customer must contact the Company to obtain a returns number.
All refunds will be issued upon receipt of returned goods. Refunds will be by cheque or if you paid by credit or debit card, credited directly to the same debit or credit card that you used when placing your order.
All refunds will be made within 28 days of receipt of the returned order.
Where applicable postal or carriage charges are not refunded in the event of a customer returning goods and are the responsibility of the Customer.
An iron fence or gate is an attractive addition to any property. But in order to keep your fences and gates looking good, they will require maintenance. To ensure that your iron gates and fences always look beautiful, keep these maintenance tips in mind.
Take protective measures. Iron fencing and gates can rust when they are exposed to elements such as rain and humidity. You can apply a protective coat of wax to your fence to ward off rust. If your wrought iron fence is near a pool, rust is also more likely to develop, so applying a protective sealant (which can be purchased at any hardware store) may be a good idea.
Clean your fence. You can clean your fence and gates with a mixture of warm water and dish detergent. After cleaning away dirt (brush hard-to-reach areas), rinse the fence with water. Then, let the fence dry completely. Cleaning your fence will keep your iron gate and fencing looking great and make it easier to spot any potential problems.
Use caution with the lawn trimmer (weed eater). Over time, that continuous “whacking” of the base of your iron post will cause damage.
Understand that if your steel gate or fencing is exposed to water via your sprinkler system, you will need to be vigilant about paint wear and chipping. Water will work its way through the smallest of holes and begin to rust your gate.
Inspect your fence regularly. You should regularly inspect your iron gates and fences to identify any areas in need of repair. Look for signs of rust, loose or unstable footings, cracks, or other damage. If the fence has been painted, look for chips in the paint, then take steps to repair whatever damage you find. When noticed right away, most iron fence problems can be easily fixed.
Repair rust spots. If a small area of your fence has begun to rust, you can take steps to minimize the damage. Use sandpaper or steel wool to remove the rust, then stop the corrosion by applying wax or a sealant. Touching up your fence’s paint job can also minimize the appearance of rust.