Return Policy - Quality Hardware | Commercial Door Hardware

Return Policy
  • Please inspect your order upon receipt and contact us immediately if your merchandise is damaged or incorrect. We will make it right!
  • If you need to make a return for any reason, please contact us by email.
  • We will require your original order number and a list of the items you wish to return.
  • We will provide you with a Return Goods Authorization form and full instructions on how to proceed with your return.
Returned to Sender Items (RTS):
  • Customers are responsible to cover the return shipping charges for all RTS (“Returned to Sender”) packages before items will be re-shipped.
  • Customers in the USA may also be required to cover the cost of duties, import taxes and/or brokerage fees incurred
  • All returned items are subject to 30% restocking charges.
  • Restocking charges will be waived if a purchase of similar value is made during the return process.
  • Items returned with damaged packaging or missing components (i.e.; missing screws, missing instruction sheets, missing keys etc.) will result in additional charges.
  • All shipping and delivery charges are non-refundable.
Merchandise Not Eligible for Return:
  • Items showing signs of having been used or installed.
  • Electric or electronic hardware items.
  • Items have been purchased more than 30 days ago.
  • Liquidation or final sale items.
  • Large or full case quantities of stock merchandise (a case or more of a single SKU).
  • Items or orders under $ 20.00 net (before taxes and shipping).
  • Locksets that have been keyed alike or master keyed.
  • Extra keys.
If You Received Incorrect Items:
  • Incorrectly shipped items shall be shipped back to us, shipping cost will not be charged to customer.
  • We will send you the correct merchandise, at no extra cost, immediately after we receive the wrong items.
  • All incorrect items must be returned unopened and complete in their original factory packaging.
Defective or Damaged Merchandise:
  • All items returned for warranty claims are subject to inspection and not all claims for defects are necessarily approved.
  • Items that have been installed incorrectly or that show signs of abuse or misuse will not be eligible for replacement under our warranty program.
  • All warranty claims must be accompanied by an original sales invoice.
  • Defective or damaged items will be exchanged/replaced with identical merchandise only.
  • Replacements will be provided at no cost; however, two ways shipping and handling fees shall apply.