See "Warranty and Claims" section for any damages during shipments, incorrect shipments, defects in workmanship or warranty issues. NOTE: Only smooth finishes such as polished brass, polished chrome are guaranteed for workmanship and durability. Distressed, antique, vibra, brushed, rubbed or hand-made finishes may vary from one piece to another and hence are not guaranteed to match nor warranteed for durability.
We understand that there are times when you would like to return and/or exchange items that do not fit your requirements. Hence, we allow returns so that you can buy exactly the items that you can be happy with. However, we do ask you to follow a few important steps before returning items, so we can continue to provide you with the highest level of customer satisfaction for shopping with us.
WE WILL NOT ACCEPT OR REFUND ANY MERCHANDISE THAT IS RETURNED IN OPEN PACKAGING, USED, PRE-INSTALLED, OR DAMAGED DURING RETURN SHIPMENT. To Order Samples, click here: Request Samples.
1a. "Custom Products" or "Custom Finish" or "Special Order" merchandise are NON-CANCELLABLE, NON-RETURNABLE and NON-REFUNDABLE. Additionally all products/finishes that are not orderable through our web-site are "Custom Orders" and hence are also NON-CANCELLABLE, NON-RETURNABLE and NON-REFUNDABLE.
1b. ALL replacement parts and individual components of an item are NON-RETURNABLE and NON-REFUNDABLE. Definition of "replacement parts" include any orderable (online or otherwise) component, generic or special order that is used as a component of a product and not as a complete product by itself. Examples of such components are (not limited to) tubular latches, mortise boxes, lock parts, screws, bolts, cylinders, backplates, spindles, set-screws, extension kits for door thickness, interconnects, plumbing parts, hinge finials, etc.
1c. CLEARANCE ITEMS are NON-RETURNABLE, NON-REFUNDABLE once shipped.
2. Orders that are already processed for shipment cannot be changed or cancelled. Although there is no guarantee, we attempt to ship orders that are available in our warehouse on the same day as the order arrives.
3. For all other returns, you must first obtain a RGA # (Return Goods Authorization) by filling out the "Online Returns Request" form below. Request for returns must be made within 15 days of receipt of items. We will reply by email within 3 business days of the request with a RGA# and RETURN INSTRUCTIONS.
4. Follow the instructions in the email that is sent to you with the RGA#. Note that it is very important that an RGA# is marked on the label and that the return package is shipped to the exact address provided in the RETURN INSTRUCTIONS. Packages that do not have an RGA# or that are sent to the wrong address are not trackable and hence can not be refunded.
5. All returned items must be in "Original and Unopened Packaging". Any used, installed or opened package items will not be eligible for refund - and can only be returned back to you at your own expense. All returns must be shipped "Freight Prepaid". All COD returns will be refused.
6. A 25% RESTOCKING FEE (per item) will be deducted from the refund for all returns and exchanges regardless of the value of the returns or the subsequent replacement order.
7. SHIPPING AND HANDLING CHARGES ARE NON REFUNDABLE for any returns regardless of the error whether on part of customer or Home Decor Hardware, Inc. If the original order was processed with FREE SHIPPING (or $0 shipping charges), a full one-way shipping charges (in addition to the restocking fee) will be deducted from the refund for all such returns. 25% restocking fee and additional two-way shipping, handling and recovery charges will be applied for all RETURNS that are UNAUTHORIZED incuding but not limited to "REFUSED DELIVERY", "UNDELIVERABLE ADDRESS ON ORIGINAL ORDER", "RETURNED TO THE WRONG WAREHOUSE", "RETURNED WITHOUT RGA# OR AUTHORIZATION". There are no exceptions to the above policy.
8. Credit will be issued after the return is received and the merchandise is counted and inspected; only "Approved" returns will be credited. Any product damaged in return shipment due to customer negligence cannot be refunded. Please allow 7-10 business days for credit to appear on your original method of payment.
9. NO RETURNS WILL BE ACCEPTED AFTER 30 DAYS OF DELIVERY OF PRODUCTS. Additionally, We are unable to apply refunds to your credit/debit card after 60 days of original purchase date, hence only "Store Credit" will be issued in such situations. Please keep this in mind, especially for custom, special orders and/or backorders.
10. 30 Day Return or MANUFACTURER'S WARRANTY is INVALID or VOID for products that are purchased online at HomeDecorHardware.com, FixturesPlace.com, or HDHInc.com, or via email/fax/phone at Home Decor Hardware, Inc., and Shipped outside of 50 U.S. states (i.e. all Canada and International shipments) either by Home Decor Hardware, Inc. or by customer themselves.
HOME DECOR HARDWARE, INC. OR ITS AFFILIATES WILL NOT BE RESPONSIBLE FOR ANY CLAIMS REPORTED AFTER 30 DAYS OF ORIGINAL SHIPMENT DATE.
Online Returns Request Form
Please fill out the information below and click "Submit" button at the bottom. Please remember to type in your correct Online Order# (e.g. homedecorhardware-12345) or Sales Order# (e.g. SO-12345) or Invoice# (12345-IN), Name and Email Address exactly as it appears on your original order in order for us to accept your returns and process the returns accurately.