Return Policy

As a company, we strive to deliver to you the best of quality products. We view customer satisfaction as a crucial factor to success.  We understand however that at times, a return needs to be issued. We will guide you through this process and do our best to cooperate with your needs, but is it important that you follow the guidelines below for best results.

 

Returns

Please inspect your order immediately upon receipt. You may initiate a return within 30 days of receipt using our automated return service, click here. Please do not send your purchase back to the manufacturer. All returns require a receipt or proof of purchase. To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. Returns are not accepted for products that have been installed, are missing parts, misused or rendered useless as a result of improper use or installation.

Custom items and clearance items are non-returnable.

 

International

International returns are not automatically approved and require manual approval from Door&WindowHardware. Please contact us for more information or for help completing your return.

 

Restock Fees

Some items are assembled per order at the manufacturer’s facility and incur a restock fee. Please see the chart of restock fees by brand below.

Manufacturer

Restock Fee

Emtek

25% for split styles and split finishes

FPL Door Locks & Hardware

No returns for custom hardware

Deltana

No returns for custom hardware

Baldwin

25% for split styles and split finishes

 

Return Shipping

If we have mistakenly sent you the wrong item(s) or if you have received a defective product, you will not be charged a shipping cost for your return. Otherwise, the cost of prepaid return labels will be deducted from your refund.

If you purchase your own return shipping we recommend using a reliable and trackable shipping service and purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please be sure to package your items well. Items that are not packed in their original packing or poorly packaged usually have to be scrapped and therefore no refund will be issued.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you of your return status within 2-3 days. All refunds are credited back to the original method of payment or issued as store credit.

If your refund is late or missing:

  • Please check your bank account to ensure it has not been deposited.
  • Contact your credit card company or bank, it may take some time before your refund is officially posted.
  • If you have done all of this and still have not received your refund yet, please contact us for assistance.

 

Exchanges

If you have received a product that is damaged, defective, or fails within the warranty period of the specific manufacturer, please do not send your purchase back to the manufacturer. Contact us and we will assist with an exchange or repair according to the manufacturer’s warranty policy.

 

Cancellations

Cancellations can be made within 24hrs of order placement as long as the order has not already been sent into production or shipped. Please check the status of your order to confirm it has not shipped before contacting customer support with your request. To make a cancellation, contact us promptly.

If an item is out of stock or experiences an extended processing time, we will notify you by email. You will have the option of keeping the item on order, canceling the item, or selecting another item. Typically, we will hold the entire order until it can ship complete.

 

Contact Us

For more information about our return policy, if you have questions, or if you would like to make a complaint, please contact us by e‑mail or by mail using the details provided below:

Door&WindowHardware

410 Industrial Park Road

Mount Vernon, Kentucky 40456, United States

sales@dawh.net

 

REV. 9/2/20