Returns & Warranty Policy
Return Window
We accept returns for exchange or refund within 30 calendar days of delivery. After 30 days, we may offer store credit or an exchange at our discretion, but refunds are no longer guaranteed.
To be eligible for a return, an item must be:
- Unused, uninstalled, and in the same condition it was received in
- In its original manufacturer packaging
- Accompanied by the original receipt, invoice, or order confirmation
How to Request a Return (RMA)
All returns require a Return Merchandise Authorization (RMA) number before being shipped back. Items sent without an RMA may be refused or returned to the sender at their expense.
- Contact us with your order number and reason for return to request an RMA
- RMA numbers are valid for 30 days from the date issued
- Ship returns fully insured with tracking — we are not responsible for items lost or damaged in return transit
Items That May Not Be Returnable
Certain categories of commercial door hardware typically carry return restrictions industry-wide. The exact list below will be finalized once our supplier agreements and product catalog are confirmed, but is likely to include:
| Category | Typical Restriction |
|---|---|
| Special-order or custom finishes | Non-returnable once ordered |
| Cut, keyed, or combinated locks | Non-returnable once keyed to a customer's system |
| Electronic access control hardware | Requires manufacturer or tech support approval before return |
| Installed or field-modified hardware | Non-returnable once installed |
This table is a starting structure based on common industry practice — it should be reviewed and adjusted once actual suppliers (Arrow, Marks USA, HES, Dexter, GMS, LSDA) and their individual return terms are confirmed.
Restocking Fees
Non-defective returns may be subject to a restocking fee of up to [XX]%, deducted from the refund or credit issued. This figure is a placeholder until finalized.
Damaged or Defective Items
If an item arrives damaged or defective, contact us within [X] business days of delivery. Photos or video of the damage/defect will help us process the claim faster. Damaged or defective items are not subject to a restocking fee.
Manufacturer Warranty
Most commercial door hardware is covered by the original manufacturer's warranty against defects in materials and workmanship, rather than a warranty from us directly. Warranty length and coverage vary by brand and product line.
| Brand | Warranty Terms |
|---|---|
| Arrow | [To be confirmed with manufacturer] |
| Marks USA | [To be confirmed with manufacturer] |
| HES | [To be confirmed with manufacturer] |
| Dexter | [To be confirmed with manufacturer] |
| GMS | [To be confirmed with manufacturer] |
| LSDA | [To be confirmed with manufacturer] |
Typically excluded from manufacturer warranties: normal wear and tear, accessories, damage from improper installation, and damage from misuse. Exact exclusions will be filled in per brand once confirmed.
Questions About a Return or Warranty Claim
Contact us with your order number before sending anything back — items returned without prior authorization may be refused.