Returns

Thirty days from delivery on uninstalled stock items. No restocking fee when the mistake is ours.

The window

30 days from delivery. Items must be uninstalled, unused, in original packaging, with all parts and paperwork.

Start with an RMA

Every return starts by emailing sales@latchfordhardware.com. We issue a return authorization and tell you where to send it. Warehouses refuse returns that arrive without one, so this step protects you.

Restocking fee

Returns of correctly supplied items carry a 25 percent restocking fee. That is what the distributor charges us on a returned item, and it is the standard fee in commercial hardware.

Return shipping on a non-defective return is paid by you.

When it is our mistake

If we ship the wrong item, or the wrong specification after you confirmed it in writing, there is no restocking fee and no return shipping cost. You get a prepaid label and your choice of a full refund or a replacement on the next outbound.

What cannot be returned

• Cut keys, keyed alike orders, and anything keyed to your existing system
• Special orders and factory orders
• Installed or wired items
• Anything marked FINAL SALE, SPECIAL ORDER on its product page

Items in that last group are marked on the product page next to the availability line and again at checkout, before you pay. We do not hide it on this page.

Faulty keypad locks

Electronic keypad locks are diagnosed by the manufacturer’s technical support first. Most keypad problems are solved on one call, and when a unit is genuinely defective the manufacturer issues the return under warranty. We give you the right contact and stay on the claim until it closes. This is the standard route in this trade and it is faster than shipping units back and forth through us.

Refunds

Refunds go back to the original payment method within 5 to 10 business days after the warehouse inspects the return.