How do I return an item?

Return Policy

We accept returns up to 30 days

GOODS DAMAGED IN TRANSIT

Receiving agent (Customer) must communicate with Automatic Door and Hardware within 3 days of receiving the order for us to process shipping damage claim with respective carrier in timely matter.

All shipments shall be checked thoroughly for damage at receiving before accepting and especially before signing on the carrier's delivery paperwork.

Upon freight shipment being signed for acceptance, it becomes a binding document as to the condition of the products on delivery. We cannot process any shipping damage claim if you accept the delivery by signing such documents.

If a damage is found at delivery, both you and the delivery driver must make notes on BOL or other paperwork detailing the found damage, description of damage, time/date, your name, contact phone, etc. on the delivery documents. Make a copy of the marked BOL or any other documents presented by carrier.

If refusal of the shipment is needed due to severe damage, DO NOT sign the delivery carrier's BOL document indicating that you accept the delivery and/or just refuse the package.

Take pictures showing the damage before the delivery driver leaves. Contact Automatic Door and Hardware reporting the damage by forwarding the marked BOL copy, any other documents and pictures.

The RMA Process – Four Easy Steps

1. Create an RA number.

Your product must be returned with an RA (Return Authorization) number so we can identify it. You can obtain an RA number via email returns@autodoorandhardware.com. All returns must be authorized by the Returns Manager & 30% - 35% restocking charge will apply. If you ship a product back without an RA number, no credit will be issued as we have no way of tracking and identifying the returned package. All return shipping charges have to be paid by the customer and no shipping credit will be issued from the original order. Original Shipping charges are not refundable. Please contact Automatic Door and Hardware and specify your order number and reason for return, as well as photos of the product you purchased to show that the product is unused, unopened, and in new condition. Again, returned products must be unopened and unused. Also, any returned product falling under the non-returnable product conditions as specified below, will be rejected for return eligibility.

2. Send the product to Automatic Door and Hardware.

We advise to ship your items with delivery confirmation. Please note that we are not responsible for your return shipping charges. If your product qualifies for a return, Automatic Door and Hardware will provide you with a shipping address for the Receiving Warehouse as well as an RA number. Please note, the product will be fully inspected, once received at the Receiving Warehouse. When shipping the returned product to Automatic Door and Hardware please be sure clearly label the RA number on the box, so that we can identify the order and product. Also please be sure to package the product appropriately, so that no damage is done to the product during shipping.

3. Your RMA is received and approved.

Please allow 3-5 business days from the time we receive your shipment to review and approve your RA. The receiving warehouse will confirm if the returned product is unopened, unused, and undamaged. If you would like to know the status of your RA, it is best to email returns@autodoorandhardware.com.

4. Refund.

Once your RA is received at our warehouse and approved, please allow 3-5 business days for the refund to appear on your account. In rare circumstances, the returned product will require manufacturer’s inspection and delay RMA approval. We will contact you in case there is a delay.

Please note special conditions for returned merchandise and non-returnable items:

We charge the restocking fee to encourage customers to purchase products they intend to keep. Items returned up to 14 days after Automatic Door and Hardware has shipped the product are subject to 30% restocking fee. Items returned between 15-30 days after Automatic Door and Hardware has shipped the product are subject to 35% restocking fee.

Power tools, including but not limited to electric, pneumatic and mechanic may not be returned for credit or refund. Power tools are guaranteed by their manufacturers, and any returns for credit due to manufacturing defects or workmanship should be handled through the warranty department of the tool's manufacturer. You can find the manufacturer contact information in your product manual, in the item listing, on the manufacturer's website or it can be obtained by emailing to returns@autodoorandhardware.com.

Wood's™ Products including but not limited to Ladder Lifters, Lift Arms, Lift Frames, Tilters, rotators and Adaptation Device are not returnable and considered a "Final Sale" as they are considered special order items. All garage door tools and products, automatic door products, screen door products, patio door products, tools, automotive products, shower door products, and bathroom products are not returnable and considered a "Final Sale" as they are considered special order items. Orders that include these items cannot be canceled once this order/quote has been Processed

Custom made Items, cut materials, altered therefore not a stock item, large volume orders, specially priced items, special length items, special quoted items, extrusion products, special order items are considered a "Final Sale" and these items cannot be returned or canceled once this order/quote has been Processed. This includes door thresholds, astragals, continuous geared hinges, door sweeps, complete door packages, guide rails, cart bars, etc. and other custom fabricated items manufactured per order.

No returns are accepted for the custom made orders or product which shelf’s life has expired. All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return.

Opened products and products that have been installed or used, cannot be returned. Any electronic item, or item containing pcb electronic boards, dc motors, electronic switches, electronic components, etc are "FINAL SALE" items and there are no returns. With any electronic item, we have no control over the installer's credentials, the power source he or she connected the item to, or the apparatus/system the installer utilized the product for. Therefore, any electronic item or item containing electronic components cannot be returned.

If a product is not a stock item, ie; requires a lead time before shipment such as a 3-4 week lead time, 7-10 business day lead time, etc, this item is considered a special order item which is custom manufactured per order. Therefore, the item cannot be returned and is considered a "Final Sale" item.

Product Inspection Criteria

Products that are labeled with a security seal must have the seal intact and not tampered with.

Products must be in the original manufacturers packaging and shipped securely.

Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with.

Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or indication of removed screws/fasteners or seals.

Product serial number, or any similar identification numbers, must match the serial number on the package or invoice (Automatic Door and Hardware maintains serial number tracking).