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Refunds

ACME Architectural Hardware takes customer satisfaction seriously. We understand that our customers may receive products that may not be what they needed or wanted. We want to make the experience of correcting these orders as easy and streamlined as possible. Our return procedures differ depending if the products were standard stock items or special order items. Unfortunately, there are certain items that cannot be returned, unless of course, there was an error by ACME. These non-returnable special orders will be identified at the time your order is placed. For items ordered on AAHDW.com, please follow the steps below so that we can best process your refunds.

Standard stock items – items shown on our website with the exception of items shown in our Clearance Section.

Special order items – ACME takes pride in our ability to help our customers find items they need that we may not carry in inventory. These items have special ordering instructions and differ when it comes to returning for a refund.

Non-refundable special orders- In our attempt to help our customers find the items they are looking for, a product may be ordered that, due to various reasons or circumstances, prohibit ACME from accepting returns. These items will be identified at the time they are ordered. Refunds for these items will only be considered when an error was made by ACME.

Condition of return items – All products must be returned in “As New” condition, which requires them to be returned in original packaging and in 100% resalable condition (unless item is determined to be defective).

Products to be returned

 

Return period

 

Restocking fees

 

Freight/shipping to return

 
               

Stock items

 

within 30 days

 

no restocking fees

 

responsibility of customer *

 
               

Special order items

 

within 10 days

 

20% *

 

responsibility of customer *

 
               

Non-returnable items

 

no refunds*

 

no refunds*

 

no refunds *

 

*  In the event that it is determined by ACME’s customer service team that return is being made as a result of an error made by ACME or as a result of products received that are defective, ACME will be responsible for any freight or shipping costs incurred returning these items. There will not be any restocking fees charged on these returns. These errors must be reported to ACME’s customer service within 10 business days from receipt of items.

Returns are as easy as 1-2-3

Step 1 – Contact AAHDW.com customer service by phone at 866-294-8447, Mon-Fri, 7:30-4:30 CST. Or by email to OnlineSupport@AAHDW.com. You should expect to receive a Return Goods Authorization (RGA) email with 24-48 hours. If the return is determined to be a result of our error or due to items being defective, we will provide you with a pre-paid shipping label for your return.

Step 2 – Ship items via UPS or FedEx within 10 business days of receipt of RGA email. Remember items must be returned in original condition for you to receive a refund.

Step 3 – Receive your refund or replacement product within 10 business days of receipt of products by AAHDW.com’s Fulfillment Center. When obtaining your RGA in Step 1, it will be determined if you will receive refund as a credit on your credit card, as replacement products or as a credit on your AAHDW.com Customer Account.

Damaged Orders

Please inspect all orders upon delivery prior to signing for delivery. Customers may be responsible for damaged products if approval signature is received. Our Customer Service specialists will help you if your shipment appears to be damaged. Please refuse delivery of damaged products and notify customer service immediately at 866-294-8447. Our customer service team will work to resolve damaged shipments made by FedEx or UPS deliveries that are reported within 48 hours and will file a claim on behalf of our customer. In the event that damaged products need to be returned, Customer Service will issue a Return Goods Authorization (RGA) and shipping instructions. Contact AAHDW.com customer service by phone at 866-294-8447, Mon-Fri, 7:30-4:30 CST. Or by email to OnlineSupport@AAHDW.com. You should expect to receive a Return Goods Authorization (RGA) email with 24-48 hours.

Cancellations

Our customers may cancel their order for any reason prior to order being shipped by ACME or by third-party vendors in the case of Special Orders. ACME’s Customer Service team can inform you as to the status of your order and inform you if your order can be cancelled for a full refund. Once the item is shipped, the terms of our Returns Policy will take effect.