Return & refund policy
Advance Design Hardware intends to provide hassle-free returns.
To start the return process for your order, please copy and paste this link to your browser:
https://advancedesignhardware.com/apps/parcelpanel-returns. Enter your order number, email address or phone number in the fields and click Start Your Return.
Since the return is under our return policy, you will receive an email that your return request (RMA#) has been approved. If the return results from our error, we will email you a pre-paid UPS return shipping label within the next 24 hours.
If you want to return your order because you placed it by mistake, or you don't want it or need it anymore, in that case, you may use a carrier of your choice to return the package. The return tracking number must be emailed to us at info@advancedesignhardware.com immediately after an item is shipped back to Advance Design Hardware.
Do not return products without authorization; you will not receive any refund or credit.
Please note that we do not refund any shipping costs, and we are not responsible for any return shipping cost except if the return is a result of our error.
General returns
You may return most new, unused items within 30 days of receipt for a refund. The item should be in the condition it was received, unused, must not have been installed, be free from scratches and/or defects, must not be missing pieces. In addition, the product must be in the original manufacturer's packaging or a sturdy box that must be shut securely, including all original contents, manuals, and warranty cards.
In most cases, restocking fees may not apply. However, if a product is received broken or in an unsaleable condition, we will deduct 20-50% of the item price from your refund.
Refunds
When we issue a refund, it will be for the item's price only. We are proud to offer free shipping on orders over $69, and we do not refund any shipping costs. We are not responsible for any return shipping cost except if the return results from our error. Refunds will be applied to your account (minus return shipping if you use our USPS pre-paid return label) after the product arrives in our facilities and is examined for its condition. For credit card payments, it may take 5 to 10 business days for a refund to show up on your credit card statement. Please note that if we do not receive the product back, we do not issue a refund.
Return shipping labels
If you want to use a carrier other than USPS to return your order, the return tracking number must be emailed to us at info@advancedesignhardware.com immediately after an item is shipped back to Advance Design Hardware. Please ensure that you retain the tracking number for your shipment to prove delivery if your paperwork is lost. It will be the only way to ensure you did return your items.
Store credit
Returns requested between 31 - 60 days after receipt will only qualify for store credit. We will not accept returns outside of our 30 to 60-day return policy.
Exchanges
If you accidentally purchased a product and want to exchange it, we are not responsible for any return shipping, and a restocking fee may apply.
Damaged and defective products
You must report damaged or defective products within 7 days of receipt. We will not provide a pre-paid return shipping label if damage or defect is reported after 7 days of the received package, and you will be responsible for shipping the damaged item back. To help us help you resolve the issue quickly, please get in touch with us immediately and send us photos of the item and the packaging (from your phone camera) and explain the problem in an email at info@advancedesignhardware.com.
Most orders will not require a signature upon delivery, but if a signature is required, please be sure to thoroughly inspect the contents of your packages before signing for the order, even if the packaging seems in good condition. Please be aware that when you sign for a package, you sign a document transferring ownership to you; that states you have inspected the shipment and that it is in good condition. The owner may only make damage claims with carriers. So, if you do sign for a package and later realize it was damaged during shipping, as the owner, you will need to file a claim with the freight company yourself, and we will be unable to help. If the packaging was not damaged, but the item is defective, or a part is missing, contact us immediately and send us digital pictures of the item and explain the issue in an email at info@advancedesignhardware.com. It will help us take the matter up with the manufacturer and resolve the problem quickly. We will reship defective or missing parts if this is an in-stock item.
Refused shipment
If you refuse a shipment, we reserve the right to charge the customer:
- A restocking/returning fee of 20% of the total order
- Outbound shipping charges
- Return shipping charges
Our customers are vital to us, and we strive to assist them in all possible ways. If you need to talk to someone about your return or refund, we’re here to help. Feel free to email us at info@advancedesignhardware.com or call us at our toll-free number (800) 905-5578.
