Last Updated: December 15, 2022
ORDERS AND RETURNS
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 the first class materials and components, choosing reliable suppliers and partners: we do the best to 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). The authorization from Discount Hardware Direct LLC is required prior to the return and refund for any items or services. The Purchasers 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 Purchaser's items will be inspected by quality control specialists. Exchanges, 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 while return the item all reliable shipping costs go to the purchaser. The items should be in a sellable condition and with the original packaging.
WITH EVERY RETURN THAT WAS CAUSED BY THE PURCHASER CHOICE THEFOLLOWING POINTS WILL BY APPLIED:
- A 20% restocking fee is applied to all orders on furniture, furniture parts, door parts, slabs and hardware not made or purchased with the special offer or additional works for the goods;
- The Purchaser 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 while back 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;
- If the order was "Free Shipping", this is one-way offer: so if you decide to return back your merchandise actual shipping cost is deducted from the refund;
- The Purchaser 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 the above policy is applied;
- Refunds issued for returned orders are credited back to the Purchaser’s original payment method. Processing time is 3-5 business days before the credit applied to the Purchaser account;
- To submit a return issue, the Purchaser fills on-line a Warranty Claim Form and contacts 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 cancelled prior to the shipping prep stage and subject to our standard return policy including 20% restocking fee. A minimum 20% cancellation fee is charged regardless the reason of the 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 customer service of Discount Hardware Direct LLC.
The Purchaser can expect the refund within four weeks from the date of the order return. In most cases the Purchaser 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 Purchaser's bank or credit card company. All refunds are issued to the original method of payment unless the Purchaser selects to return for in-store credit. Once the returned order is processed we send an email to the Purchaser with refund details.
Special orders are non-standard sizes, custom color, custom mortise service, custom hardware, custom furniture, pre-hung units, custom packing, pre-cut units or any other customization to be applied. All non-stock program is a special order.
Hardware, furniture and doors which goes with special orders also should be understood as special order with appropriate lead time. The lead time for the special orders is individually agreed and cannot be expedited. We do not refund or accept the return of any special orders. Special orders are always paid in advance 100%. Special orders could be changed or cancelled only within first 24 (twenty four) hours after the order placing.
We are not responsible for production delays or other unforeseen circumstances that delay delivery of any special order. We will provide an estimate of the lead time required for your item to come in to best of our ability, however we cannot guarantee a lead time in any case.
Customers will be asked to sign a form acknowledging our special order policies, invoices(with drawings if needed) and that they have reviewed the order for accuracy.