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Returns
Thirty days from delivery on uninstalled stock items. No restocking fee when the mistake is ours.
Can I return it?
Yes, within 30 days of delivery, if the item is uninstalled, unused and in its original packaging with all parts and paperwork, and you have a return authorization (RMA) from us before it ships back. A correctly supplied item carries a 25 percent restocking fee, and an item that matches the part number and options you confirmed in writing before the order is a correctly supplied item. When the mistake is ours there is no fee and we pay the return shipping.
From email to refund
- 1Email for an RMAEmail sales@latchfordhardware.com with your order number, the item and the reason. We issue a return authorization and tell you where to send it. Warehouses refuse returns that arrive without one, so this step protects you.
- 2Ship it back, RMA on the boxRepack it in the original packaging with every part and the paperwork. Write the RMA number on the outside of the box and ship it to the address on the RMA, with tracking. If the mistake is ours, use the prepaid label we send.
- 3Refund after inspectionThe warehouse inspects the item on arrival. Once it passes, the refund goes back to your original payment method, less the restocking fee where one applies, and usually shows 5 to 10 business days later. Where the mistake was ours and you chose a replacement, it ships like a new order: a stocked item the same or next business day, a special order on its quoted lead time.
Returnable items and fees
| Item | Returnable | Fee |
|---|---|---|
| Stock items, correctly supplied | Yes, within 30 days, uninstalled, unused, original packaging | 25 percent restocking fee. You pay the return shipping, and the shipping charged on the order is not refunded |
| Our mistake: wrong item, or wrong specification after you confirmed it in writing, even if it is already installed | Yes | None. We pay the return shipping and you choose a full refund or a replacement |
| Cancellation before we place the order | Yes | None. Full refund |
| Cancellation of a stock item after the order is placed | Handled as a return. Orders go to the warehouse the same business day | 25 percent restocking fee. You pay the return shipping |
| Cancellation of a special or factory order after we have ordered it | No | Not applicable |
| Refused or undeliverable shipment | Handled as a return | 25 percent restocking fee and the shipping both ways, deducted from the refund |
| Cut keys, keyed alike orders, anything keyed to your existing system | No | Not applicable |
| Special orders and factory orders | No | Not applicable |
| Installed or wired items, correctly supplied | No | Not applicable |
| Anything marked FINAL SALE or SPECIAL ORDER on its listing or quote | No | Not applicable |
FINAL SALE and SPECIAL ORDER items are marked on the listing and on the quote before you pay.
Every product carries its manufacturer’s warranty for the term the manufacturer publishes. Electronic keypad locks are diagnosed by the manufacturer’s technical support first, and a defective unit is returned under warranty on the manufacturer’s authorization. We give you the right contact and stay on the claim until it closes. Details on the warranty page.
Why there is a restocking fee
Your order ships direct from a distributor warehouse, and when a correctly supplied item goes back to that warehouse the distributor charges a 25 percent restocking fee. We pass it through unchanged. It is the standard fee in commercial hardware, and it is why we would rather get the specification right before anything ships.
Before you order, send a photo of the failed hardware and the door it sits on, so we can identify the part. When we ask you to confirm handing, finish, keying and voltage in writing, check the door first: exit device trims and some mortise lock functions and lever designs are handed at the factory and cannot be reversed on site. The door handing chart shows how to read it.
Return questions
Returns
How long does a refund take?
The refund is issued after the warehouse inspects the return and confirms the item is uninstalled, unused and complete. It goes back to the original payment method and usually shows on your card or bank account 5 to 10 business days after we issue it. Ship with tracking so you know when the inspection can start.
Can I exchange an item?
If the mistake was ours, yes: you choose a full refund or a replacement, at no charge to you. If the item was correctly supplied and you need a different one, it is a return under an RMA, with the restocking fee, plus a new order. Send the return request and the door details in one email and we will quote the correct part while the return is in transit.
Who pays return shipping?
On a correctly supplied item, you do, and the shipping charged on the order is not refunded. When we shipped the wrong item, or the wrong specification after you confirmed it in writing, we send a prepaid label and there is no restocking fee.
Can I cancel an order?
Before we place the order, a cancellation is refunded in full. Orders go to the warehouse the same business day, so once an order is placed it usually cannot be stopped. A stock item cancelled after that point is handled as a return: it comes back under an RMA and the 25 percent restocking fee applies. A special or factory order cannot be cancelled once we have ordered it.
What if I refuse the delivery?
A refused or undeliverable shipment goes back to the warehouse and is handled as a return. The 25 percent restocking fee and the shipping both ways are deducted from the refund. If the box is damaged, accept it and follow the damage steps below instead.
What if it arrived damaged?
That is a shipping claim, not a return. Accept the delivery, note the damage with the driver, photograph the box before you open it, and email the photos to sales@latchfordhardware.com within 48 hours. Please do not refuse the delivery. We file the claim and handle it from there; the steps are on the shipping page.
Start a return
Email your order number, the item and the reason. We reply within a few hours on business days with the RMA and the return address.