Returns & Exchanges
30 Day Return Policy
If you're unhappy with something you've bought from us, you can return it or exchange it. Refunds are provided for returns within 30 days of your purchase date. In-store credit is available for both returns and exchanges within 30 days of your purchase date. All returns and exchanges require a Return Authorization number and this should be placed on the outside of the box for easy identification and acceptance. Request a Return Authorization Number by clicking on Request A Return to the right of this page. You may also email a request to sales@antiquehardwaresupply.com. We do not accept items for return or exchange beyond 30 days. Providing returned merchandise has not been installed, altered, incomplete or damaged, we will process either a return or an exchange. Items must always be returned to us in resaleable condition with original packaging and boxes. For specific details, read the policy below.Damaged Goods
If your item came to your doorstep damaged or in error please contact us immediately via e-mail at sales@antiquehardwaresupply.com and we will remedy the situation. Damaged and incorrect merchandise must be reported within 7 days of the shipping date. Beyond 7 days items are no longer eligible to be returned for replacement.Exchanges Within 30 Days of Purchase (No Restocking Fee*)
If you would like to exchange an item from your order for something else from our online catalog, simply request an Exchange Authorization Number by email at sales@antiquehardwaresupply.com within 30 days of order shipment. Include the order number, name and the items you wish to exchange. Note: We need to email you the return or exchange form, hence Return or Exchange Authorization Numbers cannot be issued over the telephone. Manufacturers will not allow for extensions to the 30 day return window.
Providing returned merchandise has not been installed, altered, incomplete or damaged, we will process an in store credit to be used towards a future purchase (*please see exceptions below). Providing returned merchandise has not been installed, altered, incomplete or damaged, a full in store credit will be issued for the items sent in for exchange (minus AntiqueHardwareSupply's actual shipping & handling costs from UPS or USPS from the original order). In store credits are issued after all items are returned to us and inspected by our returns department. Once issued, in store credits and subsequent use of in store credits cannot be converted to cash back. Exchanged orders over $149 will be eligible for free shipping however there may be a small $7.95 handling fee applied to some orders. The cost for return shipping is the responsibility of the customer and will not be reimbursed by AntiqueHardwareSupply.com.
Returns Within 30 Days of Purchase
If you decide you don't like the item(s) ordered from our online catalog, simply request a Return Authorization Number (RAN) by e-mail at sales@antiquehardwaresupply.com within 30 days of order shipment. Include your order number, name and the items you wish to return. Note: We need to be able to email you the return form - therefore Return or Exchange Authorization Numbers cannot be issued over the telephone.We will provide you with a return authorization number (RAN) valid for two weeks from the date of issue. Please write the RAN number on the outside of the return package; otherwise the package may be refused as unknown & returned to you or processed at a higher restocking fee. Providing returned merchandise has not been installed, altered, incomplete or damaged, we will process a credit for the returned items. Returns for cash back to your credit card are subject to a 18 percent restocking fee and our actual shipping & handling costs, including those originally waived on free shipping orders (from UPS or USPS for the original order) are not refunded. The cost for return shipping is the responsibility of the customer and will not be reimbursed by AntiqueHardwareSupply.com. We are not responsible for contractor delays, construction issues - we will only accept returns and exchanges for up to 30 days from the purchase date. Note: all lighting products (Chandeliers, Sconces, Bath Lighting, Pendants, Semi-Flush, Flush Lighting, Table Lamps etc.) will incur a 35 percent restocking fee if exchanged or returned or cancelled during production. All lighting must be returned to the manufacturer in the original condition. All inner and outer packaging must be in the original condition. Contact us before exchanging any lighting for specific instructions on how to make an exchange.
Orders paid for in full or partially with in-store credit are not eligible for refunds. However, we are pleased to offer exchanges for in-store credit orders. Please note that in-store credit cannot be converted back to a credit card refund.
Exceptions
Installed, altered or customized orders (engraved, initialed etc.) cannot be returned or exchanged. Pieces or components of a set (screws, nuts, cap screws and bolts for example) cannot be returned for partial refunds. Kick Plates for doors are made to order - therefore these items have a restocking fee of 45 percent. Product codes starting with 'AH', 'TCF', 'SC' and 'MO' are custom cast, finished and made to order - therefore these have a 45 percent restocking fee - this applies to both exchanges and returns. All lighting products (Chandeliers, Sconces, Bath Lighting, Pendants, Semi-Flush, Flush Lighting, Table Lamps etc.) will incur a 35 percent restocking fee if exchanged or returned or cancelled during production. All lighting must be returned to the manufacturer in the original condition. All inner and outer packaging must be in the original condition. Contact us before exchanging any lighting for specific instructions on how to make an exchange.
We have made every effort to display as accurately as possible the colors of the products that appear on our website but colors can vary depending on your monitor and we cannot completely guarantee that your monitor's display of any color is completely accurate.
Cancellations
We will make every effort to cancel your order with the manufacturer prior to shipping. Most manufacturers begin to process orders immediately - and they may charge the standard restocking fee - and in many cases, the order will ship and you will need to initiate an exchange or return on the order. All cancellation requests must be submitted via email to sales@antiquehardwaresupply.com.
Trade Advantage Returns & Exchanges
Members of our Trade Advantage Program are subject to the same regulations as our standard customers, with the following two exceptions:
1. The standard return restocking fee is reduced to 15%.
2. All kick plates, lighting, and item codes commencing with SC, AH, TCF, or MO, recognized as custom cast, will have a reduced restocking fee of 35%.
Contact Us
Questions about a return or about the return/exchange policy are directed to our returns department. You may contact them by email:
Notification of Policy Changes
If we decide to make material changes to our return and exchange policy, in whole or in part, we will post these changes on our web site. Those changes will go into effect on the date posted. The new policy will apply to all current and past users of our web site and will replace any prior policies that are inconsistent.