Returns

Returns

At DoorHardwareProducts.com we stand behind our products and guarantee your satisfaction with every order.

DoorHardwareProducts.com promises to deliver quality products, in new condition, to your door. If, for any reason, your shipment is not satisfactory, we will gladly work with you to replace it or accept a return of the merchandise adhering strictly to our returns policy:

 
To receive a refund please make sure of the following:

  • All returned merchandise must be in resalable new condition
  • The product must be free from scratches and/or defects
  • All merchandise cannot have been installed
  • You must have the original packaging for the item
  • There cannot be any writing or labels on the packaging for the item
  • All plastic bags must be sealed and all the screws must be in them.

 Need to setup a return? Click here to log into your account and setup your return.
 
A 25% restocking fee will be charged on all returned merchandise, unless defective, then no refund will be given.

 We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. In addition we are not responsible for lost shipments. You must file a lost shipment freight claim with the respective shipper.

Exceptions

The Customer is responsible for the return shipping on all Returns and Exchanges.
Returns can only be made within 30 days of receiving your product(s).
Exchanges can only be made within 7 days of receiving your product(s); restocking and shipping fees will still apply.
All returns must be over $20 in total value. Any return for less than this total amount may not be permitted.
Merchandise must have not been damaged in freight transit.

Clearance items are not eligible for return unless defective. Please be aware that due to the nature of clearance sales, the item immediately falls under manufacturer warranty

 Some items DoorHardwareProducts.com sells are not available in our web catalog but can be purchased over the phone. If you purchase a special order item by contacting or calling our office it may not be returnable or may be subject to a higher restocking fee. When you call to order, you should inquire about any applicable return charges. If the item is defective or damaged, we will issue credit in full OR send you a replacement product if it’s still available for purchase. Please call our customer service number if you are uncertain about any part of this return policy or if you have unanswered questions.

 

Returns

 A return cannot be sent back without an RMA#.  An RMA# can only be issued by talking to a customer service person at DoorHardwareProducts.com.  We can only process returns and refunds from brick and mortar store only. To receive a refund, all returned merchandise must be in resalable condition and be shipped to that location unless otherwise directed in writing, Our address is as follows:

Door Hardware Products
2725 Old Wrightsboro Rd.
Suite 1E
Wilmington NC 28405
 
If you’re not completely happy with your purchase, DoorHardwareProducts.com has an easy  return process.  After you receive your RMA#, and you ship the products, The cost to ship the item back to us is deducted from the credit the customer receives once the item is returned in new condition.  If the product is indeed in new returnable condition then the restocking fee will be significantly waived or waived completely depending on the manufacturers guidelines and all money but the shipping, if not paid by the customer prior to being shipped, will be refunded.

 You can also cancel items that have not been shipped yet. To cancel an order that has not yet shipped, please call our customer service department immediately. Once an item or an order has been shipped it cannot be canceled, and you will have to process a general return.

Returns Via Mail

 Follow the simple directions below to make your return by mail:

    Contact our returns department by telephone or email to process your return and receive an RMA (return material authorization) number. Once you have set up your return by phone you will be e-mailed an RMA number within 2 business days. Along with this return number you will receive a ship-to address where you must send your merchandise to. Be sure to include your RMA number with your merchandise. This number will be used to guarantee you receive your credit. Note: If you return a product to us without an RMA number, your return could be subject to additional restocking fees or lost.

 Include all original packing materials, manuals and accessories with the product to avoid any additional fees.

We recommend items be returned via UPS or insured parcel post for proof of delivery. Please be certain that items are secure in their packaging so damage does not occur while they are in transit back to our warehouse.

 

You are responsible for all freight charges. However, you will be credited all reasonable and customary freight charges relevant to that item if product is defective or the wrong item was shipped.

 Items received past the return period plus reasonable shipping time may not be processed. Only items purchased from DoorHardwareProducts.com are eligible for return credit. Returned items must be shipped in the original product packaging. Notification will be sent to the e-mail and/or billing address provided should your return not be accepted. Items will be resent to you upon receipt of your payment of freight charges. Items will be deemed abandoned if we are not contacted within 30 days.

 
Refunds

 We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.

 We will do our best to process the return quickly. Please allow 14-21 days for processing. Refunds will be credited to the original purchasing credit card account number only. If you paid by check please allow an additional 14-21 days for delivery of check via USPS.

 To begin processing a return, please call our office at 910-833-7148.

Returns from Canada

    Setting up returns for our neighbors to the North is also easily accomplished. Just keep in mind the following:
    Shipping charges are not refundable unless the product you’re returning is defective or damaged
    Taxes and duties on Canadian shipments are not refundable
     The customer is responsible for including all necessary return documents with the return shipment or they may be charged taxes or duties so that we can re-import the item back to the United States
    Returns for Canadian customers may take an additional 3-5 business days to process beyond the time for domestic returns

NOTE: We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. In addition, we are not responsible for lost shipments. You must contact us to file a lost shipment freight claim with the respective shipper.