Refund policy

At Apex Hardware NY Corp, we want returns to be as clear and straightforward as possible. This policy covers return eligibility, how to submit a request, applicable fees, return shipping, inspections, and refunds. Please review it before ordering, and Contact Us if you need help selecting the right product or have a question about a return.

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. For orders picked up in more than one visit, the return period for each item begins on the date that item is picked up.

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.

Orders may be carefully opened for inspection, but the merchandise and manufacturer packaging must remain complete and undamaged.

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.

Apex Hardware NY Corp will determine the return method and destination. 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 do not place 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.

Approval of a return request does not guarantee a refund. All merchandise must first be received and inspected by Apex Hardware NY Corp.

Return Center

Please inspect your order promptly after delivery or pickup. For shipped orders, visible damage, missing items, incorrect merchandise, or other readily observable issues must be reported within 48 hours of delivery. For pickup orders, please inspect the merchandise at pickup and again before installation or use. If you notice an issue during pickup or afterward, please let us know promptly so we can review it. When products ship from different manufacturers, they may arrive separately, so please review all tracking information before reporting an item missing.

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.

For shipped orders, 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.

When evaluating an approved return, Apex Hardware NY Corp considers whether the request involves a verified product defect, transit damage, missing or incorrect merchandise, inadequate outbound packaging, an order error, or another confirmed issue involving Apex Hardware NY Corp, the manufacturer, supplier, or carrier. Returns not based on a confirmed issue of that kind may be subject to a restocking fee of 25% or more.

Whether a fee applies and the amount are determined individually based on the merchandise and circumstances. Factors may include the manufacturer’s return policy and charges, the condition and completeness of the merchandise and manufacturer packaging, signs of installation or handling, required inspection or testing, repackaging, labor, missing items, shipping or handling costs, and any resulting loss in value.

Because these factors vary by return, approval does not guarantee a full refund or a particular restocking fee. Apex Hardware NY Corp may reduce or waive the fee when the merchandise and circumstances support doing so.

Returned merchandise will be inspected and may be compared with the original order, product information, identifying marks, photographs, and other available records.

The condition, completeness, and packaging of the merchandise will be considered when determining whether the return can be accepted and the amount of any refund. Minor omissions or packaging issues may not affect the refund when they do not materially affect the merchandise’s completeness or value. Missing quantities, components, accessories, documentation, or packaging that materially affect completeness or value may result in a reduced refund or rejection of the return.

Merchandise showing use, installation, alteration, damage, or another material loss in value may be rejected or, if accepted, may be subject to a reduced refund, a restocking fee of 25% or more, or other applicable deductions. Each return is evaluated individually based on the merchandise and circumstances involved.

If a return is rejected, the customer will be notified and is responsible for arranging and paying for retrieval or return shipment of any merchandise already in our possession. The merchandise will be held for an appropriate period after the rejection notice to allow the customer to make those arrangements. Merchandise not retrieved or scheduled for return shipment within that period may be disposed of.

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 include custom, configured, made-to-order, nonstandard, or specially procured merchandise, as well as specially sourced repair parts, replacement parts, and individual product components obtained for a particular product or application.

These items become FINAL SALE and 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 and, when possible, may be subject to manufacturer fees, restocking charges, shipping costs, or other expenses already incurred.

Please verify all finishes, dimensions, functions, handing, keying, drilling, preparation, model numbers, applications, and compatibility before ordering. We are happy to help identify or confirm an item, but recommendations depend on the accuracy and completeness of the product information, photographs, measurements, and other details provided to us.

If the merchandise or part supplied does not match the item identified and approved for the order, or it arrives damaged or defective, please Contact Us so the matter can be reviewed under the applicable provisions of this policy.

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.

Unless expressly stated otherwise, product warranty coverage is provided by the original manufacturer, if any, and Apex Hardware NY Corp does not provide a separate product warranty. The manufacturer’s published warranty determines the coverage period, eligibility requirements, exclusions, claim procedures, and available remedies.

Depending on the manufacturer and product, a warranty remedy may involve inspection, repair, replacement parts, replacement merchandise, credit, or another resolution. Labor, removal, reinstallation, shipping, and other related costs are covered only when included in the applicable manufacturer warranty.

We are happy to provide reasonable assistance with the warranty process when possible, including helping locate warranty information or communicate with the manufacturer. Apex Hardware NY Corp does not control or guarantee the manufacturer’s decision, processing time, product or replacement availability, required documentation, or warranty remedy.

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 outbound and return shipping or freight, storage, handling, redelivery, or address-correction costs.

Any remaining eligible refund will be issued only after the merchandise is returned, received, and inspected.

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.

Returned merchandise must meet the eligibility and condition requirements in this policy. After inspection, merchandise that does not meet those requirements may be refused, or any approved refund may be adjusted based on its condition, completeness, packaging, and resulting loss in value.

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.