Return Policy
At Apex Hardware NY Corp, we are committed to a clear and considered return process. This Return Policy outlines eligibility, request procedures, applicable fees, return shipping, inspections, and refunds. Please review it before ordering. If you would like assistance selecting a product or understanding this policy, please Contact Us.
Changed Mind? No Problem!
A return request must be submitted within 40 days of delivery or pickup. For shipped orders, the period begins when the carrier confirms delivery; for pickup orders, it begins on the pickup date.
To help ensure a smooth return, merchandise must be new, unused, uninstalled, unaltered, and free from scratches, wear, damage, assembly, or attempted installation. It must include complete, undamaged manufacturer packaging and all components, accessories, fasteners, instructions, templates, and documentation. Valid proof of purchase from Apex Hardware NY Corp is required.
You may open the outer shipping carton to inspect the order, but the merchandise and manufacturer packaging must remain complete and undamaged.
Submitting Your Return Request
Please submit return requests through our Return Center. If you are unable to complete the request online, please Contact Us for assistance.
Each request is reviewed based on the merchandise and circumstances involved. If approved, please follow the return method, destination, and deadline provided by Apex Hardware NY Corp. Merchandise returned without authorization, sent to the wrong location, or received outside the approved timeframe may be refused.
Approval of a return request does not guarantee a refund. All merchandise must first be received and inspected by Apex Hardware NY Corp.
Damaged, Defective, Missing, or Incorrect Merchandise
Please inspect every order promptly after delivery and before installation. When products ship from different manufacturers, they may arrive separately; review all tracking information before reporting an item missing.
Visible damage, missing items, incorrect merchandise, or other readily observable discrepancies must be reported within 48 hours of delivery. Note visible shipping damage or damaged cartons on the carrier’s delivery receipt whenever possible.
Retain the merchandise and all shipping and packing materials until the matter is resolved. Reports must include the order number, a clear description, photographs or video, and any other information reasonably requested by Apex Hardware NY Corp. For assistance, please Contact Us.
Failure to report a readily observable issue within 48 hours may affect claim eligibility or our ability to obtain relief from a manufacturer or carrier. A defect that could not reasonably have been found during the initial inspection should be reported promptly after discovery.
Please do not install, alter, repair, discard, or return the merchandise until Apex Hardware NY Corp provides instructions. Installing or modifying merchandise after discovering a visible issue may affect claim eligibility.
If we verify that merchandise was damaged, defective, missing, or supplied incorrectly, we will determine the appropriate remedy. Depending on the circumstances, that may include replacement merchandise or components, repair, refund, credit, or another reasonable resolution.
If a return is required, follow the instructions provided. The merchandise must be securely packaged and must match the condition shown in the evidence originally submitted.
Please do not discard merchandise or arrange an outside repair expecting reimbursement unless Apex Hardware NY Corp authorizes it beforehand.
Restocking Fee
Approved returns unrelated to verified damage, defect, or an order error are subject to a restocking fee of 25% or more. The fee is based on the purchase price paid, excluding taxes and shipping charges, and will be deducted from the approved refund.
The fee may increase based on the condition and completeness of the merchandise or manufacturer packaging, required inspection, repackaging or handling, and any resulting loss in value. Merchandise showing minor handling or use that Apex Hardware NY Corp elects to accept may be subject to a higher fee.
Getting It Back to Us Safe and Sound
Apex Hardware NY Corp will determine the return method and destination based on the merchandise and circumstances involved. All authorized returns must follow the instructions provided with the approval.
The customer is responsible for the merchandise until it reaches the authorized return location. Please package it securely to prevent transit damage, protect the manufacturer packaging inside a separate shipping carton, and avoid placing labels, tape, writing, or markings directly on the manufacturer packaging.
If merchandise is lost or damaged during return shipping, the customer is responsible for pursuing any available claim with the carrier. Apex Hardware NY Corp is not responsible for initiating or managing that claim, and no refund or credit will be issued for merchandise lost or damaged while being returned.
Return Inspection and Refunds
Returned merchandise will be inspected and may be compared with the original order, product information, identifying marks, photographs, and other available records.
Merchandise that is used, installed, altered, damaged, materially incomplete, substituted, counterfeit, or different from the merchandise originally supplied by Apex Hardware NY Corp may be rejected without a refund.
At Apex Hardware NY Corp’s discretion, merchandise showing minor handling or use may be accepted instead of rejected and may be subject to a restocking fee greater than 25%, a reduced refund, or other applicable deductions. Each return is evaluated individually, and accepting one return does not require acceptance of another.
Missing or damaged manufacturer packaging or components may result in rejection or a reduced refund to account for replacement packaging, processing, missing items, or loss in value.
If a return is rejected, the customer will be notified and is responsible for retrieving the merchandise or arranging and paying to have it shipped back.
Approved refunds will be issued to the original payment method, less applicable restocking fees and approved return-related charges. Original shipping, delivery, freight, handling, expedited-shipping, and special-service charges are nonrefundable for returns unrelated to verified damage, defect, or an order error.
Processing time imposed by a bank, credit-card company, or payment provider is outside the control of Apex Hardware NY Corp.
Special Orders: Made Just for You—and Yours to Keep
Special orders include custom, configured, made-to-order, nonstandard, or specially procured merchandise, including products ordered with selected finishes, dimensions, functions, handing, keying, drilling, engraving, preparation, or other customer-requested specifications.
Special orders are FINAL SALE and become nonreturnable and noncancelable once processing begins, the order is submitted to a manufacturer or supplier, or a nonrecoverable commitment is made.
Cancellation is not guaranteed. When possible, it may be subject to manufacturer fees, restocking charges, shipping costs, or other expenses already incurred.
Please verify every specification before ordering. Our team is happy to help confirm a special-order selection; please Contact Us during regular business hours.
Repair Parts: Small Parts, Big Commitment
Repair parts, replacement parts, and individual product components are FINAL SALE and are nonreturnable and noncancelable.
Customers must verify model numbers, dimensions, handing, finish, application, and compatibility before ordering. Review the manufacturer documentation or consult a qualified installer when necessary.
If you need help identifying a part, please Contact Us. We are happy to assist, but recommendations based on incomplete, inaccurate, or unverified customer information cannot guarantee compatibility.
Final-Sale Merchandise
Merchandise identified as “Final Sale”—including used, open-box, showroom, display, refurbished, clearance, closeout, discontinued, or otherwise heavily discounted merchandise—is nonreturnable and noncancelable.
A discount or promotional price alone does not make merchandise final sale unless it is expressly identified as “Final Sale” before purchase.
Please review the product description, photographs, disclosed condition, and listed contents before purchasing. Only merchandise, components, and accessories specifically described as included are part of the purchase. Original packaging, documentation, accessories, and manufacturer warranty coverage are not guaranteed unless expressly stated.
Disclosed wear, imperfections, missing packaging or components, and minor cosmetic variations consistent with the described condition are not considered damage, a defect, or an order discrepancy.
Manufacturer Warranties
Products covered by a manufacturer warranty are subject to that manufacturer’s coverage, exclusions, procedures, and remedies. Please review the manufacturer’s published warranty information.
We are happy to assist with a manufacturer warranty claim when possible, but Apex Hardware NY Corp does not control the manufacturer’s decision, processing time, replacement availability, or warranty terms.
Refused or Undeliverable Shipments
Please note that refusing delivery does not automatically cancel an order or qualify it for a full refund.
Unless authorized by Apex Hardware NY Corp, refused, unclaimed, or undeliverable orders may be subject to restocking fees and nonrecoverable shipping, storage, handling, redelivery, or address-correction costs.
Any remaining eligible refund will be issued only after the merchandise is returned, received, and inspected.
Promotions, Discounts, and Free Shipping
If a return causes an order to lose eligibility for a discount, promotional price, complimentary item, or free-shipping threshold, the refund may be adjusted to reflect the pricing and shipping charges that would have applied to the merchandise retained.
Any complimentary item included with returned merchandise must also be returned unused and complete, or its stated retail value may be deducted from the refund.
WE RESERVE THE RIGHT TO REFUSE ANY RETURN WHEN MERCHANDISE IS RECEIVED USED, INSTALLED, ALTERED, SUBSTITUTED, INCOMPLETE, IMPROPERLY PACKAGED, DAMAGED, OR OTHERWISE IN A CONDITION THAT DOES NOT MEET THIS POLICY.
Policy Notice: The version of this Return Policy in effect when an order is placed applies to that order. Apex Hardware NY Corp may update this policy for future purchases, but later updates will not retroactively change the terms of an existing order. By completing a purchase, the customer acknowledges that this policy was available for review and agrees to its applicable terms. An exception made for one return does not modify this policy or require a future exception. If any part cannot be enforced, the remaining provisions stay in effect. Nothing in this policy limits a right or remedy that cannot lawfully be limited or waived. Questions about this policy? Contact Us.