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Return Policy

  • Please call 1-877-284-0238 or e-mail to obtain a Return Goods Authorization (RGA) number before shipping your product.  NO returns of any type will be accepted without an RGA number.  For faster service, please have the following information on hand when calling or emailing for an RGA number: customer name, order or invoice number, and nature of the problem.

  • All products returned MUST: be 100 percent complete, contain ALL original boxes and packing materials, have original UPC codes on the manufacturer boxes, contain all manuals, blank warranty cards and other accessories and documentation provided by the manufacturer.  Products must be in resalable condition.

  • The customer is responsible for shipping charges on returned items ordered incorrectly.

  • Hardware Direct strongly recommends you fully insure your return shipment in case it is lost or damaged and you use a carrier that can provide you with proof of delivery for your protection.

  • If merchandise arrives damaged, it is best to REFUSE it back to the carrier attempting delivery.  If you accept the package make sure it is noted on the carrier's delivery record in order for the company that shipped the hardware to file a damage claim.  Save the merchandise AND the original box and packing it arrived in, notify Hardware Direct immediately to arrange for a carrier inspection, and a pick-up of damaged merchandise.  If you do not notify Hardware Direct of damaged goods within the first 15 days of arrival, our regular return policy will override any claim of damage, and will fall under all current manufacturer restrictions.  Call 1-877-284-0238 or your Hardware Direct account manager to arrange for carrier inspection and a pick up of damaged merchandise.

  • DEFECTIVE returns can be returned at the Manufacturer's discretion for: credit, replacement, exchange, or repair.  An RGA number must be obtained from Hardware Direct before this can occur.  No returns are accepted by manufacturers without the RGA number on the exterior of the box.  A shipping label will be supplied to the customer to return a defective product.

  • NON-DEFECTIVE returns can be accepted within 30 days from the order or invoice date, at manufacturer's discretion, for a credit to the customer's original payment form.  All NON-DEFECTIVE returns are subject to a 20-25 percent restocking fee, depending on the manufacturer.  We are a small, family business and to continue to offer the best prices and remain competitive, we do not include these fees in our product prices.

  • Manufacturer restrictions do apply and are outlined in our detailed policy.  After 30 days, all manufacturers' warranties apply.

  • Due to Delaney's policy, Hardware Direct cannot accept returns of keyed products that have been keyed alike to the customer's key code.
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