Return Policy

We want your online shopping experience with us to be both enjoyable and easy. We pride ourselves on providing excellent customer service and shipping your order quickly and accurately!

Please inspect your order upon receipt and contact us immediately if your merchandise is damaged or incorrect. We will make it right!

If you need to make a return for any reason, please contact us by email. We will require your original order number and a list of the items you wish to return. We will then provide you with a Return Goods Authorization form and full instructions on how to proceed with your return.

Merchandise Not Eligible For Return:

Because we are providing you with quality door hardware at rock-bottom wholesale prices every day, we regret that we cannot accept returns of any of the following:

  • Items that show signs of having been used or installed. (exchange only for defective products)
  • Liquidation or Final Sale items.
  • All electronic items. (exchange only for defective products)
  • Special Order Items are non-returnable, non-cancelable and non-refundable. (exchange only for defective products)
  • Items purchased more than 30 days ago. (this includes Local Pick-Up orders)
  • Items/orders under $ 25.00 net. (exchange only for items of similar value)
  • Items/orders over $ 800.00 net. (exchange only for items of similar value)
  • Kaba Simplex locks. (exchange only for defective products)
  • KN Crowder pocket door and sliding door track kits that have been opened.
  • Locks that have been keyed alike or master keyed. (exchange only for defective products)
  • Extra keys.
  • Customized products/numeral plaques.
  • Twenty (20) pieces or more of a single SKU. (exchange only for items of similar value)
  • Individual items from bathroom accessories Value Packs. (exchange only for defective products)

If You Have Received Defective Merchandise:

Defective or damaged items (including all electronic hardware) will be exchanged/replaced with identical merchandise only. Replacements will be provided at no cost to you; however, a minimal shipping and handling fee may apply on certain items. All items returned for warranty claims are subject to inspection by the respective manufacturers and not all claims for defects are necessarily approved. Manufacturer warranty claim procedures vary from one manufacturer to another. No refunds or exchanges will be provided for customers who do not follow warranty replacement procedures. Items that have been installed incorrectly or that show signs of abuse or misuse will not be eligible for replacement under most manufacturer warranty programs. All warranty claims must be accompanied by an original sales invoice.

If You Have Received Incorrect Items:

We will pay return shipping charges for incorrectly shipped items and we will send the correct merchandise at no cost to you. Please ensure that all returned items are unopened and complete in their original factory packaging.

Claims For Shortages:

Any claims for short shipments/shortages must be made within five (5) days of receipt of merchandise. Canada Post’s confirmed delivery date shall be deemed as the first day for the receipt of merchandise, regardless of when the cartons may have been opened or unpacked. To ensure accuracy, most orders packed after February 28, 2021 will be photographed and any claims for shortages will also be verified by confirmation of weight. Items that have been noted as backordered on the packing list are not considered shortages and will be shipped as soon as possible.

(RTS) Returned to Sender Items:

Customers are responsible to cover return shipping charges and new shipping charges for all RTS (“Returned to Sender”) packages before items will be re-shipped. Customers in the USA may also be required to cover the cost of duties, import taxes and/or brokerage fees incurred.

Unclaimed Orders:

Pick-up orders that have not been claimed within thirty (30) days from the date the order was placed will be considered abandoned. A full refund (less a 6% service charge to cover the transaction processing fees) will be issued back to the original card used to make the purchase.

Cancellations:

Orders may be cancelled the same day they were placed without incurring charges; however, orders that have been packed and processed for shipping (i.e.; a Canada Post shipping notification has been sent by email) will be subject to a 6% service charge. Orders cancelled after the day they were placed will be subject to a 6% service charge.  Service charges will be waived if a similar purchase is made. Orders that have shipped cannot be cancelled.

All Other Returns:

All other returns (including Buyer’s Remorse returns) will be subject to a 20% restocking charge, with the exception of Cabinet Hardware, which will be subject to a 30% restocking charge. Items returned with damaged packaging or missing components (i.e.; missing screws, missing instruction sheets, missing keys etc.) will result in additional charges. Return shipping costs are the responsibility of the purchaser. Restocking charges will be waived if a purchase of similar value is made during the return process.

Shipping, Delivery, Cutting & Assembly Charges:

All shipping, delivery, cutting, keying alike, master keying and assembly charges are non-refundable. (absolutely no exceptions)

Discount Door Hardware