Refund policy

The short version

Quick Ship items can be returned within 30 days of delivery, unused and in their original packaging. A 20% restocking fee applies.
Made-to-Order items are custom produced for your order and are final sale: no returns or refunds unless they're defective or we made a mistake.
If anything is defective, or we made a mistake, we'll refund it in full or replace it, at no cost to you.

Our Product Guarantee

We sell a lot of hardware that is certified to, or built to, ANSI/BHMA standards, the highest standards for durability in door hardware. Install a product as intended, and if it fails, we'll replace it or refund it in full. The guarantee covers everything we sell, Quick Ship and Made to Order items.

Returning a Quick Ship item

Ask for a return within 30 days of delivery.
Items must be unused and in new condition, in the original packaging with all hardware included.
A 20% restocking fee is taken off the refund.
You pay for return shipping, and original shipping charges aren't refunded.

Made-to-Order items are final sale

Made-to-Order items are custom produced for each order, so they can't be returned or exchanged if they were ordered by mistake or are no longer needed. Every product page shows whether an item is Quick Ship or Made to Order before you buy.

When it's our mistake

If an item is defective, or it isn't what you ordered, we'll refund it in full or send a replacement. There's no restocking fee, and we cover shipping both ways. This applies to Made-to-Order items too.

What we can't accept back

Anything used, installed, cut, modified, or missing its original packaging or hardware.
Products damaged by improper installation or by use outside their intended application.
Made-to-Order items, unless they're defective or we made a mistake.

Damaged in transit or missing items

Check your delivery when it arrives. Claims for items lost or damaged in transit must be made within three business days, so we can file with the carrier while the claim is open. Call or email us and we'll handle it.

How to make a return

Contact us with your order number and what you'd like to return.
We'll email you an RMA (return authorization) number, usually the same business day.
Print the RMA email, put it in the box, and write the RMA number on the outside. We can't accept a package without one.
Ship it back. We refund within 5 business days of receiving it, to your original payment method, minus the restocking fee where it applies.

Tip: if you're returning something worth more than $100, declare its value with the carrier. Most carriers won't cover a loss above $100 without added insurance.