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 fly by night start-up so called dealers , making phony claims on their websites as to their experience and years in business. Look at their "About Us" page. No mention of how long in business? No address? Just some cookie cutter text about "quality service"? No physical address is a sure sign of an amateur, as is a "Yahoo store". Always be sure that Baldwin themselves knows the dealer, and they have a track record of quality service to consumers. Ask Visa, MasterCard or Amex how long this company has been in business, accepting credit cards. We have been online 11 years.


From 1 to 30 days from shipping date:
Any return authorized by us to be sent back for an exchange or refund will not be charged any restock fee. The credit returned will be for the amount you paid, less any credit card processing fees which we can not recover. You will not be credited back any shipping charges you paid. If our actual shipping costs exceeded the amount you were charged, we will deduct those charges.


From 30 to 45 days from shipping date:
Any return authorized by us to be sent back from 30 - 45 days from invoice date will be charged a 20% restock fee. Virtually no dealers will accept back returns after 30 days but we will. You will not be credited back any shipping charges. If our actual shipping costs exceeded the amount you were charged, we will deduct those charges.

From 45 to 60 days from shipping date:
Any return authorized by us to be sent back from 45 - 60 days from invoice date will be charged a 25% restock fee. Virtually no dealers will accept back returns after 30 days but we will. You will not be credited back any shipping charges. If our actual shipping costs exceeded the amount you were charged, we will deduct those 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.