Refund policy
Refunds and Returns Policy
Factory Direct Hardware, Inc. wants customers to be satisfied with their purchases. Please review this policy carefully before placing an order. By purchasing from Factory Direct Hardware, Inc., you agree to the return, refund, cancellation, and exchange terms listed below.
The version of this policy in effect on the date an order is placed will apply to that order.
Return Authorization Required
Return requests must be submitted within 60 calendar days of the order’s delivery date. Return requests submitted more than 60 calendar days after delivery are not eligible for approval. Receiving a return authorization does not guarantee a refund; all returned merchandise must still satisfy the condition, packaging, eligibility, and inspection requirements in this policy.
All returns must be approved by Factory Direct Hardware, Inc. before merchandise is shipped back. Approval of a return request does not guarantee that a refund will be issued. Returned merchandise must be received and inspected before final refund approval.
Returned items must be new, unused, uninstalled, unaltered, undamaged, complete, and in resalable condition. Items must be returned in their original manufacturer packaging with all parts, fasteners, instructions, accessories, protective materials, labels, and packaging included.
Items that have been installed, used, damaged, altered, painted, modified, assembled, or returned with missing parts or missing manufacturer packaging may be refused and may not qualify for a refund.
Non-Returnable Items
The following products are not eligible for return:
Special Order items: Products identified as Special Order are ordered or manufactured specifically to fulfill the customer’s order and cannot be returned. The Special Order designation may be displayed on the product page, quote, invoice, order confirmation, or otherwise communicated before the order is placed.
Sietto products: All products manufactured or sold under the Sietto brand are non-returnable.
Other items that are not eligible for return include:
Custom-made, personalized, configured, keyed, engraved, modified, or made-to-order products;
Installed, assembled, used, altered, painted, or modified products;
Products missing parts, accessories, instructions, labels, or original manufacturer packaging;
Products damaged after delivery or damaged during return shipping;
Clearance, discontinued, final-sale, or other products identified as non-returnable at the time of sale; and
Any product that is no longer in new and resalable condition.
Claims involving merchandise that was damaged in transit, defective, or shipped incorrectly by Factory Direct Hardware, Inc. are handled under the “Damaged, Defective, or Incorrect Items” section below and are not treated as ordinary customer returns.
Restocking Fees
Approved returns are subject to the following restocking fees:
Jensen products: 20% restocking fee
Air-Pro products: 20% restocking fee
All other returnable brands: 15% restocking fee
Restocking fees are calculated separately for each returned item based on the merchandise price paid for that item after discounts and before sales tax or shipping charges.
Restocking fees apply to approved returns resulting from buyer’s remorse, a change in project plans, ordering the wrong product, selecting the wrong finish, size, function, handing, configuration, or quantity, or other customer ordering errors.
A restocking fee will not be charged when Factory Direct Hardware, Inc. confirms that the return is required because we shipped the wrong product or because the product arrived damaged or defective, provided the customer follows the claim and return instructions supplied by Factory Direct Hardware, Inc.
Replacement-order waiver: If a customer orders the wrong product and places a new replacement order with a merchandise value equal to or greater than the merchandise value of the approved return, the applicable restocking fee will be waived. The original return must still meet all return-condition, packaging, authorization, and inspection requirements. Return shipping and any original shipping charges remain non-refundable.
The replacement order is a separate transaction and is subject to this policy and any product-specific return restrictions.
How to Start a Return
To request a return, use the return-request form linked at the top of this page, email cs@factorydirecthardware.com, or call (855) 368-1040.
Please provide your order number, the product or products you would like to return, the reason for the return, and any requested photos or supporting information.
If the return is approved, Factory Direct Hardware, Inc. will provide a Return Goods Authorization number, also known as an RGA number, along with return instructions and the correct return shipping address.
Merchandise must not be shipped to Factory Direct Hardware, Inc. or to a manufacturer without prior authorization. Returns sent without an approved RGA number may be refused or returned to the sender. The RGA number must be clearly included with the return shipment.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a verified defective product, an incorrect shipment, shipping damage, or another error approved by Factory Direct Hardware, Inc.
Original outbound shipping charges and return shipping charges are non-refundable unless otherwise required by law or unless the return is due to an approved error by Factory Direct Hardware, Inc.
If Factory Direct Hardware, Inc. provides a prepaid return label for a customer-order-error return, the cost of the label may be deducted from the refund.
Return shipments sent collect or cash on delivery may be refused.
Customers should use a trackable shipping method, properly package the merchandise, and insure the shipment for its full value. Factory Direct Hardware, Inc. is not responsible for return shipments that are lost, damaged, delayed, or delivered to an incorrect address by the customer or shipping carrier.
Damaged, Defective, or Incorrect Items
Please inspect all merchandise promptly after delivery and before installation. If an item arrives damaged, appears defective, or is different from the item ordered, contact Factory Direct Hardware, Inc. as soon as possible at cs@factorydirecthardware.com or (855) 368-1040.
Do not install, alter, discard, or return the product before receiving instructions from Factory Direct Hardware, Inc. Installing or modifying an item after discovering damage, a defect, or an incorrect shipment may affect the available resolution.
Photos of the product, manufacturer packaging, shipping carton, shipping label, damage, defect, model information, or incorrectly shipped item may be required. Customers may also be required to retain all merchandise and packaging while the claim is reviewed.
Depending on the circumstances, the available resolution may include replacement parts, a replacement product, manufacturer warranty service, a return authorization, store credit, or a refund.
Factory Direct Hardware, Inc. is not responsible for labor charges, installation or removal costs, contractor fees, equipment rentals, project delays, lost profits, or other incidental or consequential expenses associated with damaged, defective, delayed, incorrectly ordered, incorrectly shipped, or returned merchandise, except where such limitations are prohibited by applicable law.
Exchanges and Customer Ordering Errors
Factory Direct Hardware, Inc. does not process direct product exchanges. If a different product, finish, size, function, handing, or configuration is needed, a new order should be placed for the replacement merchandise.
If a customer orders the wrong item, Factory Direct Hardware, Inc. may approve a return when the merchandise otherwise qualifies under this policy. The return remains subject to authorization, product-condition requirements, packaging requirements, inspection, return shipping charges, and any applicable restocking fee.
The restocking-fee waiver described above applies when an approved replacement order of equal or greater merchandise value is placed.
Refunds
Refunds are not issued until returned merchandise has been received and inspected by Factory Direct Hardware, Inc. or another authorized return location.
Once the return has been received and inspected, Factory Direct Hardware, Inc. will notify the customer regarding approval or rejection of the refund. If approved, the refund will be issued to the original payment method, less any applicable restocking fee, return-label charge, shipping charge, or other non-refundable amount disclosed under this policy.
Refund processing and posting times vary depending on the customer’s bank, credit card issuer, payment provider, and the time required for the return to be delivered and inspected.
Refunds will not be issued for:
Original outbound shipping charges, except for an approved Factory Direct Hardware, Inc. error;
Customer-paid return shipping charges;
Special Order items;
Sietto products;
Installed, used, altered, modified, damaged, incomplete, or non-resalable merchandise;
Products returned without authorization;
Merchandise that does not meet the requirements of this policy; or
Labor, installation, removal, contractor, or project-delay expenses.
Order Cancellations
Cancellation requests must be submitted as soon as possible. Submission of a cancellation request does not guarantee that the order can be canceled.
Orders may not be eligible for cancellation after they have been processed, allocated, packed, shipped, ordered from a supplier, submitted to a manufacturer, customized, keyed, assembled, or placed into production.
Special Order items generally cannot be canceled after the order has been submitted to the manufacturer or supplier.
If an order cannot be canceled before processing or shipment, any eligible merchandise must be handled as a return under this policy. Non-returnable products remain non-returnable even if a cancellation request was previously submitted.
Legal Rights
Nothing in this policy is intended to eliminate or restrict any consumer right or remedy that cannot legally be waived under applicable law.
Contact Information
For questions about returns, refunds, damaged merchandise, or order cancellations, please contact:
Factory Direct Hardware, Inc.
14252 Country Club Dr
Ashland, VA 23005
cs@factorydirecthardware.com
(855) 368-1040
Policy last updated July 28, 2026.