Return and Exchange Policy

We have unquestionably the best policy to be found on returns and exchanges of any Internet based dealer anywhere. The Internet is full of start-up online "stores" that have absolutely no experience selling Baldwin Hardware. We are listed on the Baldwin Hardware website as a recommended dealer, unlike most others.

IMPORTANT! You must contact us to obtain return information. Please do not ship anything back to us without an RGA number and shipping instructions as they will be returned to you.

From 1 to 30 days from shipping date:
No restock fee will be charged. Your credit will be for what you paid, less the shipping charges and the processing fee's charged by the credit card companies. That is usually 3-5 %.

From 30 to 60 days from shipping date:
A 20% restock fee will be charged. Your credit will be what you paid less 20% restock fee and shipping charges.

From 60 to 90 days from shipping date:
If you have placed an order with our company that was greater than $2000.00 you qualify for our extended return policy of up to 90 days. We extend this courtesy to builders and homeowners who are in the process of building a large project and end up with some items they can not use. Building projects can get delayed for many reasons and inevitably there are some leftover items. We will accept them back within 90 days. A 25% restock fee will be charged. Your credit will be what you paid less 25% restock fee and shipping charges. 

All returns have to be in their original packaging with all original paperwork exactly as you received it. No product can be returned if it was installed whatsoever. The products must be returned to our warehouse within 14 business days from when the RGA number is issued. 

Details:
You must contact us to obtain return information. Please do not ship anything back to us without an RGA number and shipping instructions as they will be returned to you. We are not responsible for, do not authorize and will not accept any charges for the cost of any labor or material incurred for any repair, installation, service or replacement unless previously agreed to in writing. 

Shortages - Any claims for shortages must be made within 7 days of products arrival. All orders are accompanied by a packing slip and an email receipt listing the products and exact quantities. Please inspect all shipments on their arrival. There is no reason a shortage would not be noted immediately as the packing slip and email invoice confirms all quantities.

Damaged product received - If a product that has been ordered arrives in damaged condition or is in any way defective it can be exchanged for a new product if it has not been installed. We can not accept products back that have been installed and process a warranty claim on physical damage or imperfections. Do not install any product that appears to be damaged or defective contact us immediately. 

Any factory direct orders to Baldwin are non-returnable and can not be cancelled once they are placed and scheduled for manufacture. Any items shipped freight free and returned will have our actual shipping costs deducted from your credit.

Please note our return policy applies to residential customers only.
Commercial accounts and/or door companies that order in larger quantities and have more specific needs may be charged restock fee's on returns that were more time consuming to prepare and ship.