Refund policy

Returns & Refunds Policy

At Factory Direct Hardware, we want you to be satisfied with your purchase. If you need to return an item, please review the policy below before starting your return request.

Return Window

Most items may be returned within 60 days of the original order date, provided the item is in new, unused, and uninstalled condition and includes all original packaging, manuals, accessories, and packing materials.

Returns requested after 60 days may be considered only with manager approval and may be subject to a higher restocking fee.

Return Eligibility

To be eligible for a return, all of the following conditions must be met:

The item must be unused and uninstalled
The item must be in new condition
The item must include the original manufacturer packaging
The packaging must not have writing, labels, or damage that prevents resale
The return must be authorized with a valid Return Goods Authorization (RGA) number

Items returned that do not meet these requirements may be rejected and returned to the customer at the customer’s expense.

Non-Returnable Items

The following items are not eligible for return or refund:

Special-order and non-stock items
Customized items, except with manager approval
Clearance items, unless the item is defective
Items with opened packaging that cannot be resold as new

Approved returns of customized items may be subject to a 50% restocking fee. Unapproved customized items returned by the customer will be sent back at the customer’s expense.

Restocking Fees

15% restocking fee on most returned merchandise
20% restocking fee for Rangaire / Jensen Medicine Cabinets
50% restocking fee for approved customized-order returns

Return Shipping

Customers are responsible for return shipping costs unless the item is defective, incorrect, or another approved error occurred on our part.

Returns should be shipped using a traceable and insured ground shipping method. We recommend UPS or a similar carrier. If a faster shipping method is selected, any additional shipping cost is the customer’s responsibility.

Original outbound shipping charges are non-refundable.

Damaged, Missing, Defective, or Incorrect Items

If your order arrives damaged, short, defective, or incorrect, please contact us as soon as possible.

Shortage, freight damage, and defective item claims must be reported within 5 days of delivery
If shipping damage or loss occurred in transit, Factory Direct Hardware will file the appropriate claim with the carrier
If an item is confirmed to be defective, we will send a replacement item along with a return label for the defective merchandise
If we shipped the wrong item, we will send the correct item and provide a return label for the incorrect item

Factory Direct Hardware is not responsible for labor costs related to installation of incorrect or defective items.

Exchanges and Customer Order Errors

If a customer orders the wrong item, we may offer a 0% restocking fee 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, and RGA authorization.

How to Start a Return

We currently process returns manually.

To start a return, contact our returns department at (855) 368-1040 or submit a request through our online return form.

If your return is approved, we will email you a Return Goods Authorization (RGA) number along with return instructions and the return shipping address.

Returns sent without an RGA number may be delayed, refused, or subject to additional fees
Returned merchandise must be shipped within 5 business days of receiving the RGA
Be sure to include the RGA number with your return shipment

Refunds

Refunds are not issued until returned merchandise has been received and inspected.

Once your return is received and inspected, we will notify you by email regarding approval of your refund. If approved, your refund will be issued to your original payment method, less any applicable restocking fees and non-refundable shipping charges.

Because refunds are processed only after returned merchandise has been received and inspected, the timing of your refund will depend on when the return arrives back at our facility. Please allow reasonable processing time after delivery of your return for inspection and refund posting.

Refunds are not issued for:

Original outbound shipping charges
Return shipping charges, unless the return is due to a defective item, incorrect shipment, or another approved error on our part
Items that do not meet the return requirements listed above

Order Cancellations

Orders may be canceled only before they reach the processing stage. Once an order has been processed for shipment, packaged, palletized, or otherwise prepared for dispatch, it can no longer be canceled and must follow the standard return process.