Sash on the left is original to the window and the sash to the right on the picture was order on your website. Issue I have is the hook at the end on the new one will not work.The lock boot and replacement window will work but the issue is the clip at the end. Can someone help me with this issue?
Forgot to add the following: 28D BSI VA
Hello,
It looks like your balances use the 15-198 clip for installation, which we can supply through a custom order. To get started, we'll need to confirm that the T-lock shoe attached to your original balance matches the 15-195 that comes with our stock balances.
I also see that you purchase two of the stock S795 balances. Just let us know if that is the same quantity you'd like for your custom order. You're also welcome to review our return policy here if you'd like to send back the balances that you already purchased.
Thank you for clarifying. The 15-194 T-lock shoes will be compatible with the custom balances with the 15-198 hook but you will need to swap out the stock shoes for the ones that you already purchased as shown below. Once we confirm if you'd like to stick with two replacement balances, we'll be ready to send over your order link and price quote.
Great, we just sent over an order link and price quote for two balances with the 15-198 clip attached. Take a look and let us know if you need anything else. Thank you!
Our return policy can be found here, where you can also submit a request to send back your order.
