Returns and Refund Policy
Last Updated: December 15, 2022
At Discount Hardware Direct LLC, we take pride for the exceptional quality and craftsmanship of the Hardware, Furniture, and Doors we manufacture and sell. We are paying maximum attention to the details in the design and build quality, selecting only first class materials and components, choosing reliable suppliers and partners. In other words, we do our best to ensure our customers’ satisfaction.
To process a return, fill out the RGF PDF form with the information indicated. You can get RGF form from the representative by email or you can fill RGF online by clicking this link.
All of our products are guaranteed by Discount Hardware Direct LLC and insured by the shipping company to arrive in perfect condition. However, purchased items could be returned within forty five (45) days from receiving the shipment with the exception of custom orders (see the terms for custom orders below).
An authorization from Discount Hardware Direct LLC is required prior to the return and refund for any items or services. Buyers have to obtain, fill in and send to Discount Hardware Direct LLC representative a Warranty Claim Form before shipping the items back. Upon the return the Buyer's items will be inspected by quality control specialists.
Exchanges, store credits, and refunds will be issued for the purchase price only. Any taxes charged are refunded in accordance with the state and local laws. The shipping cost for the items is non-refundable and during the return of the item(s) all applicable shipping costs are the Buyer’s responsibility.
The items should be in a resellable condition and with the original packaging.
WITH EVERY RETURN THAT WAS CAUSED BY THE BUYER’S CHOICE THE FOLLOWING POINTS WILL BY APPLIED:
- A 20% restocking fee is applied to all orders on furniture, furniture parts, door parts, slab doors, and door hardware not made or purchased with the special offer or additional works on the goods;
- The Buyer is responsible for covering all shipping charges;
- No refund is made for purchases until the items have safely arrived at our manufacturer's facility and checked for damage during the return shipment;
- Shipping charges are non-refundable with the exception of damaged or defective merchandise;
- Installing, staining, or any other modifications of the hardware, furniture and doors void the ability to return them;
- If the order was "Free Shipping", this is one-way offer: for Buyers who decide to return their order, the actual shipping cost will be deducted from their refund;
- The Buyer is responsible for making all arrangements associated with the return of the merchandise. Items should be returned back in their original packing and in unused condition. All related parts and original assembly instructions should be included with the Goods;
- Any damage or missing parts that are determined once the merchandise is received back will be assessed and deducted from the refund;
- Shipment refusals are treated as a standard return, in which situation the above policy is applied;
- Refunds issued for returned orders are credited back to the Buyer’s original payment method. Please allow a processing time of 3-5 business days, depending on the bank, before the credit applied to the Buyer’s account;
- To submit a return issue, the must Buyer fill out an online Warranty Claim Form and contact our customer service department;
- Discount Hardware Direct LLC does not accept the transportation charges for any of its products returned by any transportation agency or company;
- Gift cards, gift certificates, and store credit cannot be exchanged or returned for cash, credit, or cheque.
All sales of custom orders as pre-hung doors, custom size doors, custom color, custom mortise service, custom hardware, custom furniture, assembled furniture, installed hardware, doors with pre-cuts made, and/or special order doors are final. Custom orders can be cancelled within one (1) business day from placing the order.
- All sales of non-custom orders, such as door parts, can be canceled prior to the shipping prep stage;
- They are subject to our standard return policy including 20% restocking fee;
- A minimum 20% cancellation fee is charged regardless the reason for cancellation;
- Additional cancellation fees could be charged to cover any extra loss sustained by Discount Hardware Direct LLC;
- If you need to cancel the order, please contact Discount Hardware Direct LLC Customer Service;
The Buyer can expect the refund within four weeks from the date of the order return. In most cases the Buyer receives a refund sooner, but we estimate four weeks because of the time required for the return shipment, product inspection and payment processing from the Buyer's bank or credit card company. All refunds are issued to the original method of payment unless the Buyer selects to return for in-store credit. Once the returned order is processed, we will send an email to the Buyer with the refund details.