Builders Hardware Online Return Policy
If you would like to return an item that is in new condition with original packaging, you may return the product (with freight-prepaid), within 30 days of receipt. Please contact us by phone: (909) 468-9282 or email: firstname.lastname@example.org for Return Authorization. We will collect the information you’ve provided and issue a RGA# (Return Goods Authorization #) with your Return item(s).
All return goods are subject to a 20% restocking fee for returned merchandise. All Kitchen & Bath Cabinet Organizers are subject to 30% restocking fee per the manufacturers' return policies.
All custom made, special order, special/custom-size, or made-to-order items are non-returnable, non-refundable, and non-cancellable once the order has been placed.
Step 1 - Acquire authorization and instructions:
To begin the returns process, please call our Customer Service Dept. at (909) 468-9282 or email: email@example.com.
We will email you a Return Goods Authorization (RGA) number to return the product along with return instructions. You will have 30 days to return the product from the date that we issued the RGA #. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.
Step 2 - Shipping the product to our Returns Dept:
Ship the item to our specified warehouse (our Shipping Address is provided in the email with return instructions).
Shipping returns procedure:
- Re-pack the product for return in the original box with its original packaging. Write the RGA# on a piece of paper or on a label and enclose it with the product inside the box.
- Next, ship the product to our Returns Dept. warehouse address (as provided in the email) using your choice of shipping carriers (ie. UPS, FedEx, DHL, US Postal Service). We recommend insuring the package against damage or loss. Returns that are damaged or lost will not be replaced or refunded by Builders Hardware Online Co.
- We recommend using a shipping carrier (ie. UPS, FedEx, DHL, US Postal Service) that will provide you with a return tracking number as this will speed up your return process. If you have not received credit within 15 days from the date of delivery to the warehouse, please email us at: firstname.lastname@example.org and provide us with the tracking number so that we can expedite the credit process for you.
Step 3 – Refunds:
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage and in “new, resalable condition,” the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check from Builders Hardware Online Corp. Refunds via check are typically issued within 7 business days of final approval.
Items returned without the proper RGA# or sent to the wrong shipping address are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
Items not eligible for returns:
- Custom/Special orders (i.e. products that are special order, special/custom size, or made-to-order or any item labeled non-returnable in the product page of the website).
- Special purchases including: clearance items, inventory sale items, custom/special quotes, special discounts, etc.
- Any item that has been assembled, installed, modified, or used in any way.
- Any item that is not in “like-new, resalable” condition.
- Any item not accompanied by a Return Goods Authorization Number (RGA#) issued by Builders Hardware Online Co.
- Any item that is not in the original box with its original packaging.
- Large orders: (Orders containing 10 or more of a single item or orders with an invoice totaling $900. or greater). When ordering large quantities, we suggest ordering a sample for evaluation.
- Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.
- Any item not purchased from Builders Hardware Online Co.
Please send returns to:
Builders Hardware Online
PO BOX 1898
Walnut, CA 91788
Attn: Returns Dept.