Refund policy

Return/Refund Policy

1. The 30-day return policy is only for in-stock items.

2. A 25% restocking fee applies to all returns.

3. There are no returns for the following: 

  • Special order products
  • Products not marked in stock on
  • Custom factory orders and finishes including US4, US3, US10, US10B, BSP and Matte Black
  • Electrified hardware or custom orders
  • Ligature hardware 
  • Items marked with a lead time
  • Custom keyed locks
  • Custom fabricated hardware 
  • Custom-finished door hardware 
  • Stock orders after three days of receipt
  • Orders with a minimum order fee (such orders cannot be returned or canceled)
  • Parts
  • Orders with free shipping 
  • Next Day Air, 2 Day Air, 3 Day Air, or expedited orders

 4. Cancellation fees

  • Stock orders canceled within 24 hours of being placed and are yet to be shipped will incur a 25% processing fee.
  • Stock orders canceled after 24 hours of placement but were shipped will incur a 45% to 60% restocking fee, cost of shipping, and a 3.5% merchant transaction fee.

 5. Final Sale

  • All items not marked in stock on are sold on a Final Sale basis
  • All custom orders are sold on a "Final Sale" basis only

6. Approval Return Process

To ensure the proper handling of your return items, please follow these steps:

a. Reason for Return and Preference

  • Clearly state the reason for the return and indicate whether you would prefer a replacement item or an in-house credit to your QDH account.

 b. Provide Essential Details

  • Include the purchase date, our original invoice number, and the item number for the returned item. This information is crucial for processing your return efficiently.

 c. Return Goods Authorization (RGA) Number

  • Obtain a Return Goods Authorization ("RGA") number by contacting our customer service. All return items require prior approval and will not be accepted without an RGA number. Remember to display the RGA number prominently on the return package. Unauthorized returns will be shipped back to the customer at their expense.

 d. Prepaid Shipping

  • Prepay shipping for your return package, as we cannot accept C.O.D.s.

 e. Restocking Fee

  • A 25 % restocking fee will be applied to all returns.
  • 3% Merchant Credit Card Fees are not refundable no exemptions