At Locks and Latches Store, we take pride in delivering premium hardware with the same precision we apply to our customer service. Should any item not meet your expectations, our returns process is designed to be as smooth as the operation of our antique brass hinges.

Our Return Commitment

We accept returns and exchanges within 15 days of delivery for most products, provided they are in original, unused condition with all packaging intact. Your satisfaction is as important to us as the craftsmanship of our antique brass door handles and Blum style kitchen hinges.

Non-Returnable Items

To maintain quality standards, the following cannot be returned:

  • Custom-finished hardware (special order antique brass finishes)
  • Cut-to-size products (window fittings adjusted to specifications)
  • Opened packaging of bathroom locks (for hygiene reasons)

Step-by-Step Return Process

1. Initiate Your Return

Contact our Hardware Specialists within 15 days of delivery at [email protected] with:

  • Your order number
  • Product name (e.g., “76mm – 3 Inch Butt Hinges”)
  • Reason for return
  • Whether you prefer exchange or refund

Email Template:

Subject: Return Request for Order #[Your Order Number]

Dear Locks and Latches Team,

I would like to request a return/exchange for my recent order #[Your Order Number].

Product: [Product Name and SKU if available]
Reason: [Brief explanation]
Preferred resolution: [Refund/Exchange for specific product]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

2. Receive Return Authorization

Within 2 business days, we’ll email:

  • Return Merchandise Authorization (RMA) number
  • Prepaid return label (for defective items)
  • Instructions for packaging your antique brass hardware

3. Ship Your Return

Securely package items in original packaging (like our concealed hinges need protection during transit). Include:

  • RMA number clearly visible
  • Copy of your invoice
  • All original hardware components

Note: For non-defective returns, return shipping costs are the customer’s responsibility.

4. Inspection & Processing

Upon receipt at our Baltimore facility, we’ll inspect items with the same attention to detail we apply to our mortice door knobs. Processing typically takes 3-5 business days.

Refund Timeline & Methods

Your refund will be processed through your original payment method:

Payment Method Processing Time Refund Method
Credit Card (Visa/MasterCard/JCB) 5-7 business days Original card
PayPal 3-5 business days Original PayPal account

Note: Bank processing times may vary. Contact us if refund doesn’t appear within 10 business days.

Exchange Process

For exchanges (e.g., different finish of cabinet pull handles):

  1. Follow standard return procedure
  2. Specify desired replacement product
  3. We’ll ship new item once return is received
  4. Price differences will be charged/refunded as needed

Damaged or Incorrect Items

If you receive damaged goods (like our black iron handles with defects) or wrong items:

  • Notify us within 48 hours of delivery
  • Include photos of damage/incorrect item
  • We’ll arrange free return shipping and expedited replacement

International Returns

For customers outside the US (excluding restricted Asian regions):

  • Return shipping costs are customer’s responsibility
  • Mark package as “Returned Goods” to avoid customs fees
  • Original shipping fees are non-refundable

Contact Our Hardware Specialists

For any return questions, contact us with the same confidence you’d place in our sliding sash window fittings:

Locks and Latches Store
3636 Beechwood Drive
Baltimore, US 21201
Email: [email protected]

We value your trust as much as we value the integrity of every antique brass finish in our collection.