Refund policy
Refunds and Returns Policy
Factory Direct Hardware, Inc. wants customers to be satisfied with their purchase. 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.
Return Eligibility
Returns must be approved by Factory Direct Hardware, Inc. before merchandise is shipped back. Returned items must be new, unused, uninstalled, undamaged, complete, and in their original manufacturer packaging with all parts, instructions, accessories, and packaging materials included.
Items that have been installed, used, damaged, altered, painted, modified, missing parts, missing packaging, or returned in non-resalable condition may be refused or may be subject to additional fees.
Non-Returnable Items
Certain items may not be eligible for return, including special-order items, custom items, clearance items, discontinued items, assembled or installed products, products missing original packaging, and any item marked non-returnable at the time of sale.
How to Start a Return
Returns are processed manually. To start a return, contact Factory Direct Hardware, Inc. at cs@factorydirecthardware.com or call (855) 368-1040.
If your return is approved, we will provide a Return Goods Authorization number, also known as an RGA number, along with return instructions and the return shipping address.
Returns sent without an approved RGA number may be delayed, refused, returned to the sender, or subject to additional fees. The RGA number must be included with the return shipment.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a defective item, incorrect shipment, or another approved error 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.
We recommend using a trackable shipping method and properly insuring the return shipment. Factory Direct Hardware, Inc. is not responsible for return shipments that are lost, damaged, delayed, or delivered to the wrong address by the carrier.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly upon delivery. If you receive a damaged, defective, or incorrect item, contact us as soon as possible at cs@factorydirecthardware.com or (855) 368-1040.
Photos of the product, packaging, shipping label, damage, defect, or incorrect item may be required to review the claim and determine the appropriate resolution.
Factory Direct Hardware, Inc. is not responsible for labor costs, installation costs, removal costs, contractor fees, project delays, or other expenses related to incorrect, damaged, defective, delayed, or returned items.
Exchanges and Customer Order Errors
If a customer orders the wrong item, Factory Direct Hardware, Inc. may offer a return authorization when the customer places a new replacement order and the return is otherwise approved under this policy.
This does not waive any other return requirements, including product condition, packaging requirements, RGA authorization, inspection, or any applicable fees.
Refunds
Refunds are not issued until returned merchandise has been received and inspected by Factory Direct Hardware, Inc.
Once your return is received and inspected, we will notify you by email regarding approval or rejection of your refund. If approved, your refund will be issued to the original payment method, less any applicable restocking fees, shipping charges, return shipping costs, or other non-refundable charges.
The timing of the refund posting depends on your bank, credit card company, payment provider, and the time required for the return to be delivered, inspected, and processed.
Refunds are not issued for original outbound shipping charges, return shipping charges, installed items, used items, damaged items not caused by Factory Direct Hardware, Inc., items that do not meet the return requirements, or items returned without approval.
Order Cancellations
Cancellation requests must be submitted as soon as possible. Orders may not be eligible for cancellation once they have been processed, packed, shipped, special ordered, or submitted to a manufacturer or supplier.
If an order cannot be canceled before processing or shipment, the order may need to be handled as a return under this policy.
Contact Information
For questions about returns or refunds, please contact us:
Factory Direct Hardware, Inc.
14252 Country Club Dr
Ashland, VA 23005
cs@factorydirecthardware.com
(855) 368-1040