You may return most new, unopened items within 5 days of receipt. SargentDoorHardware.com will either replace the item or issue a credit to your account for the purchase price. All returned items must be in the original packaging, unused, undamaged and in salable condition. Proof of purchase will be required.
To ensure proper handling of your return items, kindly:
1. Provide the reason for the return and indicate whether you would prefer a replacement item or a inhouse credit to your account;
2. Provide the purchase date, our original invoice number and the item number for the item being returned;
3. Provide the Return Goods Authorization ("RGA") number on the return package. All return items require prior approval
and will not be accepted without an RGA number. All unauthorized returns will be shipped back to the customer at its expense;
4. Prepay shipping on your return package. SargentDoorHardware.com cannot accept C.O.D.'s;
5. Note that a restocking fee will be applied to all returns depending upon the specific manufacturer's policy. Normally the restocking fee is 30% or more.
6. No Returns on Any Special Order items or on Expedited orders (ie; Next Day Air, Second Day Air, Three Day Air).
Please note that all custom orders are sold on a "Final Sale" basis only! No cancellations, returns, refunds or credits are permitted.
No cancellations or modifications will be permitted after 24 hours of order placement.
Cancellations made within 24 hours of order placement are subject to a 15% order processing fee.
Per the request of the manufacturer, defective merchandise must be returned directly to the manufacturer and the customer must deal with the manufacturer directly. Any claims of defective merchandise must be made within 5 days of receipt and customer is responsible for all shipping charges related to returns. We are not responsible for any labor in replacing the defective merchandise.
If your item was damaged during shipping, or you suspect tampering, keep the box and/or packaging, which the carrier will want to inspect, and contact us immediately. WE can not accept responsibility for any damages to a shipment once the order has been signed for, so please be sure to inspect your package thoroughly before accepting delivery.
Incorrect or Missing Items
If you feel you received an item different than what you ordered or if there was an item missing from your shipment, follow these steps before calling us:
- Verify that you've received a box for each tracking number associated with your order.
- Check the packing material closely as some items may still be in the box.
- If all boxes have been delivered and you're still missing an item, please call us at (800) 992-3667 during our normal business hours of 9 am – 5 pm EST, Monday - Friday.
We apologize if your order does not reach your doorstep within its estimated time of arrival. We only ship using track-able services (such as those provided by UPS), so we always know where your package is en-route. The progress of your shipment can easily be tracked from our warehouse to your address.
Despite the incredible efficiency of these services, sometimes packages do get lost by the shipping carrier, delivered to the incorrect address, or left out of sight or with someone else at your residence/business.
If your order is lost, please contact us at 1-800-992-3667 and we will do everything within our power to track your shipment down as quickly as possible.