Returns & warranty
Hardware that doesn’t fit the job can come back, and what we sell is warrantied against defects. Here’s exactly how both work.
30-day returns
You may return most unused items within 30 days of the delivery date for a refund or exchange. To be eligible, the item must be unused and in its original, undamaged packaging with all included hardware, fixings and documentation.
Return condition
Hardware that has been installed, modified, cut, finished or otherwise put into service cannot be returned for a refund unless it is defective. Please dry-fit carefully before installation. We reserve the right to refuse a return, or to apply a reasonable restocking deduction, on items returned incomplete, damaged through misuse, or outside the return window.
How to start a return
Contact our support desk with your order reference and the item you’d like to return, and we’ll issue return instructions and an address. Please do not send items back without contacting us first, as unidentified returns can’t be matched to your order.
You are responsible for return shipping unless the return is the result of our error or a defective item, in which case we cover it.
Refunds
Once your return arrives and passes inspection, we issue your refund to the original payment method, typically within 3–5 business days. Your bank or card issuer may take additional time to post the credit. Original shipping charges are non-refundable except where the return is due to our error or a defect.
Exchanges
Need a different size, finish or quantity? Start a return for the original item and place a new order for the replacement, or contact the desk and we’ll help you arrange a direct exchange where stock allows.
Warranty coverage
Every product we sell is warrantied against defects in materials and workmanship under normal use, for the period stated on its product page (for instance, 10 years on the Ridgeline track system and a lifetime mechanical warranty on our solid-brass levers). This warranty covers manufacturing defects — not wear from normal use, improper installation, abuse, or exposure beyond an item’s rated environment.
Making a warranty claim
If you believe an item is defective, contact our support desk with your order reference, a description of the issue and photographs. We’ll assess the claim and, where it’s covered, repair, replace or refund the item at our discretion. Keeping your order confirmation makes claims faster.
Non-returnable items & exclusions
For hygiene, safety and practical reasons, the following generally can’t be returned: items that have been installed or used; products cut, drilled or modified to fit; and any item missing its original packaging or components. Clearance items, where offered, are sold as final sale and noted as such at the point of purchase.