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Warranty

Every product carries its manufacturer warranty. We route your claim and chase it until it closes.

Every product carries its manufacturer warranty. We run the claim.

Every product we sell carries its manufacturer’s warranty for the term that manufacturer publishes. The term is shown on your quote, taken from the manufacturer’s own specification sheet. We add no warranty of our own. We route the claim and chase it until it closes. Electronic keypad locks are the exception: the manufacturer’s technical support diagnoses the unit first, and we give you the contact and stay on the claim.

  1. 1Email usSend sales@latchfordhardware.com the order number, the part number, photos of the fault and a line on what is happening.
  2. 2We route it and track itWe take the claim to the manufacturer or to the distributor that shipped the part, as the manufacturer’s terms require, and chase it until it closes. Updates reach you by email.
  3. 3Repair, replacement or creditA repaired part, a replacement or a credit, per the manufacturer’s terms. We tell you which before anything moves, and who pays any shipping.

What a manufacturer warranty usually covers

Each manufacturer writes its own terms, and those terms decide the claim. The term for your part is on your quote.

What it usually covers Defects in materials and workmanship for the manufacturer’s stated term, on a commercial product used normally in a commercial setting. We never state a term ourselves; your quote shows the manufacturer’s.
What it usually does not Normal wear, abuse or misuse, damage after delivery, improper installation, finish wear in coastal or harsh environments, and hardware modified without the manufacturer’s authorization. A box that arrives damaged is a shipping claim; see shipping.
What to send The order number, the part number, photos of the fault and of the door, when it failed, and how the door is used: traffic, interior or exterior, fire door or not. The more of this is in the first email, the fewer questions come back.

Warranty replacements on fire-rated doors

We sell components. Whether an installation meets fire, egress or accessibility code in your building is decided by your Authority Having Jurisdiction. We will tell you what a product is listed for and what its specification sheet says.

Repaired or replaced parts on a rated door

A repaired or replaced closer, latch or exit device on a fire door still has to be listed for that opening, and the door still needs positive latching, no mechanical dogging and its annual NFPA 80 inspection. We confirm the replacement part’s listing in writing before it ships. We supply listed hardware and confirm in writing the part number and options you have chosen. We are not code consultants; your Authority Having Jurisdiction (AHJ) makes the final call.

Warranty questions

Claims

Does the warranty transfer to the building owner?

The manufacturer’s terms decide, and they differ, so we do not give one answer for all of them. Tell us in the claim email who bought the part and who holds the building now; we check the manufacturer’s published terms for that part and tell you in writing what they say. The order record and the property specification stay on file, so whoever inherits the door can quote the order number.

Who pays shipping on a warranty replacement?

The manufacturer’s terms decide whether they cover shipping of the replacement and return of the failed part. We find out first and tell you before anything moves. If the part failed because we supplied the wrong one, that is our mistake: no fee, and we pay the return shipping, under the returns policy.

What if the manufacturer declines the claim?

We tell you what they said and why, in writing, with any inspection findings. If the decline rests on a point the evidence answers, we go back with it. If it stands, we quote a replacement with the correct part number, grade, finish and lead time, and you decide. If the fault traces to a part we supplied incorrectly, the returns policy covers it: no fee, and we pay the return shipping.

One email opens the claim

Send the order number, the part number and photos of the fault to sales@latchfordhardware.com. We reply within a few hours on business days.

Start a claim by email Returns