Returns & Exchanges
30 Day Returns & 40 Day Exchanges
Frequently Asked Questions
If you're unhappy with something you've purchased from us, you can return or exchange it according to the following guidelines:
Refunds are available for returns made within 30 days of your order shipping date. Items must be in resalable condition, with original packaging and boxes, and items must not be installed, altered, incomplete, or damaged. All returns require a Return Authorization Number (RAN), which should be clearly placed as a "c/o" in the address on the return box for easy identification and acceptance.
Exchanges for in-store credit are available within 30 days of your order shipping date without a restocking fee. Exchanges made between 31 and 40 days from your shipping date incur a 20% restocking fee. As with returns, items must be in resalable condition, with original packaging and boxes, and they must not be installed, altered, incomplete, or damaged. An Exchange Authorization Number (EAN) is required for all exchanges, which should be clearly placed as a "c/o" in the address on the return box for easy identification and acceptance.
Refunds/credits will be issued once the manufacturer releases the funds, usually within 3-7 days of receiving the item. If the product condition is not acceptable, a higher restocking fee may apply. If the returned items are damaged due to neglect or improper packaging, you may not qualify for a refund/credit.
All returns must include completed paperwork to be processed. If the required paperwork is missing, it must be sent separately, and a 25% restocking fee will apply. If the paperwork is incomplete, an additional 5% will be added to your standard restocking fee.
Proper documentation is essential for identifying your order, determining eligibility for a refund or credit, and ensuring the return is processed correctly. Missing or incomplete paperwork delays processing and impacts our ability to handle other returns efficiently. Due to past issues caused by missing or incomplete paperwork, we must enforce these terms to ensure a smooth and efficient return process for all customers. By returning a product, you acknowledge and accept these terms.
To request a Return Authorization Number (RAN) or Exchange Authorization Number (EAN), email [email protected]. Please note that we do not accept items for return beyond 30 days from the shipping date and do not accept items for exchange beyond 40 days from the shipping date.
For specific details, please read the complete policy below.
Damaged Goods
If your item arrived damaged or in error, please contact us immediately at [email protected] so we can remedy the situation. Damaged or incorrect merchandise must be reported within 7 days of the shipping date. This timeframe allows us to promptly address any issues and ensures that the problem originated on our end, rather than occurring after the customer received the product. Items reported after 7 days are no longer eligible for return or replacement.
Exchanges Within 30 Days of Ship Date (No Restocking Fee*)
An Exchange Authorization Number (EAN) is required and must be written as "c/o" on the package address. Do not write on or attach labels to the product box; use a separate shipping box. Your EAN is valid for 2 weeks. Exchanges not shipped within this time may incur additional fees. Include the completed, signed, and dated EAN form with your return, or it may be refused and sent back at your expense.
Provided the returned merchandise has not been installed, altered, is complete, and undamaged, we will process an in-store credit to be used toward a future purchase without a restocking fee (*please see exceptions below). The in-store credit will be issued for the items sent in for exchange, minus Antique Hardware Supply's actual shipping and 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 handling fee applied to some orders. The cost for return shipping is the responsibility of the customer and will not be reimbursed by www.theantiquehardwaresupply.com.
Returns Within 30 Days of Ship Date
If you decide to return the item(s) ordered from our online catalog, simply request a Return Authorization Number (RAN) by emailing [email protected] within 30 days of order shipment. Include your order number, name, and the items you wish to return. Note: Return or Exchange Authorization Numbers cannot be issued over the telephone as we need to email you the return form.
A Return Authorization Number (RAN) is required and must be written as "c/o" on the package address. Do not write on or attach labels to the product box; use a separate shipping box. Your RAN is valid for 2 weeks. Returns not shipped within this time may incur additional fees. Include the completed, signed, and dated RAN form with your return, or it may be refused and sent back at your expense.
Provided the returned merchandise has not been installed, altered, is complete, and undamaged, we will process a credit for the returned items. Returns refunded to your credit card are subject to an 18% restocking fee, and our actual shipping and 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 www.theantiquehardwaresupply.com.
We are not responsible for contractor delays or construction issues. We will only accept returns up to 30 days from the shipping date.
Note: All lighting products (chandeliers, sconces, bath lighting, pendants, semi-flush, flush lighting, table lamps, etc.) will incur a 20% restocking fee if exchanged, returned, or canceled during production. All lighting must be returned to the manufacturer in its original condition, with all inner and outer packaging intact. 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.
Exchanges Within 31 - 40 Days of Ship Date
If you would like to exchange an item from your order for something else from our online catalog within 31-40 days after your order's ship date, please request an Exchange Authorization Number by emailing [email protected]. Include your order number, name, and the items you wish to exchange. Note that Return or Exchange Authorization Numbers cannot be issued over the telephone, as we need to email you the return or exchange form.
Provided the returned merchandise has not been installed, altered, is complete, and undamaged, we will process an in-store credit to be used toward a future purchase with a 20% (*please see exceptions below). The in-store credit will be issued for the items sent in for exchange, minus Antique Hardware Supply's actual shipping and 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 handling fee applied to some orders. The cost for return shipping is the responsibility of the customer and will not be reimbursed by www.theantiquehardwaresupply.com.
Exceptions
For your convenience, please note the following terms and conditions regarding specific circumstances:
Items that have been installed, altered, or customized (such as engraved or initialed items) are ineligible for return or exchange.
Individual pieces or components of a product (such as screws, nuts, cap screws, bolts) cannot be returned for partial refunds. Full products must be returned.
All lighting products (including chandeliers, sconces, bath lighting, pendants, semi-flush, flush lighting, table lamps, etc.) will incur a 20% restocking fee if they are exchanged, returned, or canceled during the production process. Lighting must be returned to the manufacturer in its original condition, with both inner and outer packaging intact. Prior to initiating an exchange for lighting items, please contact us for specific instructions.
Orders with quantities of four (4) or more identical units of lighting or lighting accessories are not eligible for return.
While we make every effort to display product colors accurately on our website, variations may occur due to individual monitor/device settings. Therefore, we cannot guarantee that your monitor/device will accurately reflect the true color of our products. As a result, we do not provide exceptions based on discrepancies in monitor color accuracy.
Cancellations
We strive to accommodate order cancellations with manufacturers before shipping. However, many manufacturers start processing orders promptly, and they may impose a standard restocking fee if cancellation occurs after processing has begun. In cases where processing has commenced, cancellation may not be feasible, and the order will proceed to shipment. Should this occur, you may need to initiate an exchange or return for the order. Please submit all cancellation requests via email to [email protected].
Trade Advantage Returns & Exchanges
Members of our Trade Advantage network are not eligible for refunds to their original method of payment. Instead, returns can only be exchanged for in-store credit, applicable to future purchases. This policy ensures that Trade Advantage benefits professionals committed to multiple projects, fostering ongoing partnerships rather than one-off personal purchases. Please note that using your Trade Advantage discount for personal purchases violates our terms of service.
Trade Advantage members follow the same exchange policies as our customers.
Contact Us
Questions about a return or about the return/exchange policy are directed to our returns department. You may contact them by email: [email protected]
Notification of Policy Changes
If we decide to update our return and exchange policy, whether in its entirety or in part, we will notify these changes on our website. These revisions will become effective as of the date posted. The updated policy will be applicable to all current and previous users of our website, superseding any earlier policies that may conflict.