Returns

Return Policy

All regularly stocked items are returnable or exchangeable within 30 days of delivery. Products to be returned must be uninstalled, undamaged, and contain all parts. Installed or damaged items are not returnable.

For any returns where there are returnable and damaged items mixed together, only the returnable/undamaged items will be refunded.

All normal returns will be subject to a 10% restocking fee. 

Special Order Finishes: Champagne, Platinum, Satin Nickel, & Satin Brass finished items are usually made to order.  All made to order items are subject to a 50% restocking fee unless found defective. If your items are made to order (6-8 week lead time) we will contact you after your order is placed to clarify this lead time and fee.

Please Note: Custom ordered items (not stocked, new design) are NOT returnable unless found defective. 

Exchanges will not incur any fee but free shipping will not be provided and customers must pay for both the return of the original and shipping cost of the new item.

 

How to Return an Order

Request a return by sending us an email to: sales@mdrnhardware.com

  • Please include:
    • Full Name
    • Email Address used to purchase the items
    • Phone Number
    • Order #
    • Which products you'd like to return from your order
    • Please state the reason for the request:
      • No Longer Wanted/Needed (10% Restocking Fee)
      • Defective/Manufacturer Error (No Restocking Fee - Prepaid Label)
      • Incorrect items sent (No Restocking Fee - Prepaid Label)
    • If item is Defective or Incorrect Item Sent:
      • Attach a photo of the item/issue in question to your original email

Once this email has been received we will email a Return Goods Authorization usually within 24hrs (M-F).

This RGA will contain, depending on your type of return/replacement, our address information to return your items or prepaid labels for defective/incorrect items, and any additional information required for the return.

 

Packing Your Items for Return

Please make sure when returning any items to us for any reason that each product is wrapped securely in original packaging or non-damaging materials and boxes.

If we receive items that are damaged for any reason your order will be either only partially refunded depending on damage or no refund will be issued if all items are unrecoverablely damaged. 

It is your responsibility to make sure that the items returned to us are in good condition, even during transit.

 

Shipping & Refund Process

Once you have received a return address or a prepaid label:

  • For regular no longer wanted/needed item returns:
    • Ship the product back to us using the return address provided in original product packaging
    • Email us the tracking number for your shipment
    • Once the product has been received and inspected your order will be refunded less the 10% restocking fee.
  • For defective/incorrect items:
    • Print the prepaid label and return product in original packaging
    • Email us the tracking number for your shipment
    • Once the product has been received and inspected your order will be refunded or new items sent out depending on customer request.
    • Please Note: If items sent back for defective/manufacture issues  are found to be caused/damaged by customer error or incorrect use, a full refund will not be issued.