Returns & Refunds

We pride ourselves in doing our best to please you and will assist you as quickly as possible. Please be sure to notify us within seven business days of receiving your package.

RETURNS

Call Before You Send! - Before you ship any item(s) back to us, please call our Customer Support with your order information within 30 days of your purchase date. You will then be assigned a Return Goods Authorization number and emailed the form to include in the package. Any goods shipped back to us without a written approval or the RGA# will not be refunded. Although the warehouse and other information are included in your package, only contact Customer Support and the number listed on our website to receive the best assistance with your return.

Please Note - Regular shipments, excluding freight shipments, are sent to:

Sterling Development Group, LTD
Hardware Habitat - Returns
1 Enterprise Dr.
Westcliffe, CO 81252

Unwanted Products - If an item you received is incorrect, isn't what you thought you wanted, or isn't compatible with your equipment, you may return it providing that:

  • The item has not been used or assembled.
  • The item is in its original packaging which must also be in new, sellable condition. i.e.: no tears, cuts or missing pieces.
  • All parts, accessories, warranty cards and instructions are enclosed.
  • The item was purchased less than 30 days before the return date.

Hardware Habitat will NOT accept used products. We ship our Customers new and unused products only. We shipped you a new product and the next customer should expect the same treatment. If you are unsatisfied with your product after use, please contact the manufacturer.

Restocking Fees - Unwanted and unused items returned within 30 days of the RGA date will be issued a 15% restocking fee. All items purchased over 60 days may not be returned for any reason.

Shipping Fees - Shipping fees are only refundable for defective merchandise or merchandise we sent in error returned within 30 days from purchase date.

Refunds - Refunds are issued within 7 business days of receiving the item. If you know that your item has been delivered to the warehouse and you have not seen your refund, please contact us.

Return Methods - Please send your item(s) back using a shipping service that provides a tracking number. We will not assume any liability for lost packages or any items returned to us or to one of our manufacturers with a service that does not proved a tracking number. Please make sure that all packages that are being sent have been insured in case of any damage in transit or loss of package by the carrier. All returns are subject to inspection and this may delay your return.

Proper Packaging - All returns must be packaged appropriately and insured to avoid damage, regardless of how it was packed when it arrived. We cannot issue credit or refunds on improperly packaged return items that arrive damaged. Exceptions are products that were damaged by UPS when they arrived.

DELIVERY ISSUES

Refused Packages - If the shipment is refused or marked 'return to shipper' by UPS or other shipping company, we will receive the package back and issue the appropriate refund for the order minus the restocking fee. No credit will be issued for original shipping or return shipping. A $15 fee will be added to all refused packages. All fees accrued during shipment, whether storage fees or additional shipping will be the responsibility of the buyer. Your order will be cancelled. If you sent it back in error, these fees will apply and you will need to place an additional order. Only exceptions are damaged shipments, where immediate notification is required and must be approved by Customer Support in writing.

Signature Waiver - Your UPS tracking number is sent to you via email. Most packages will not require a signature, however in cases that it does, you may contact your local UPS office to file a signature waiver for all packages delivered to your home.

Damaged Items - We strive to pack your items as best as we can, but unfortunately, some items may arrive damaged in shipping. If your package is being delivered and it is obvious that your package is damaged or the directions on the carton were not followed, (i.e.: this side up, do not freeze, etc.) refuse the delivery and call Customer Support immediately. If we do not receive your call, your return may not be processed. If you receive your package and notice it has been damaged after opening, call us within three business days and we will issue a claim to UPS on your behalf. UPS may request to come out and inspect the package, so please keep all packing material and the shipping box. They may also come and retrieve the package and its contents. Our Customer Support will notify you if this will occur. UPS attempts these pick-ups for three business days following the day after the claim is created. UPS claims generally take 7-10 days to process. We may ask for a picture of the damaged article including the shipping container as this may speed up the processing time of the damage inspection.

For us to properly process your claim you must:

  • Notify us of damage to your order within three business days of delivery.
  • Keep the original packaging should a shipping representative ask to inspect it.
  • Provide photos of the damaged package when requested.

When we receive the tracking number for the damaged shipment, we promise to replace your item(s) as soon as possible.

Missing Packages - If you have a package that has a status of 'delivered' on the UPS website, yet you have not received it, please look around your household as well with other members in your household or business to be sure that the package has not been received. At this time, if you have not located the package, give us a call and we will start a trace investigation with UPS to locate your missing package. This trace investigation can take 7-10 business days to be completed. Replacement items will only be sent once the UPS investigation has been completed.

PRODUCT ISSUES

Defective Items - All warranty claims must be filed with the manufacturer of the product. All products sold by Hardware Habitat come with a manufacturer's warranty. To make sure your product is protected by the warranty, you must complete the warranty information documents contained in the packaging and return those documents to the appropriate address. If no warranty information is contained within the packaging, make sure you record the manufacturer's warranty service center information displayed on the packaging. Hardware Habitat does not provide any warranty, either expressed or implied, beyond the warranty of the manufacturer of the product. The exception is initial failure in which you will need to contact Customer Support with specific details of the defective item including the serial number if applicable. We will do our best to assist you and may replace the item or contact the manufacturer on your behalf.

Misprints, Errors and Product Availability – Hardware Habitat endeavors to provide current and accurate information on the website. However, misprints, errors, inaccuracies, omissions (including incorrect specifications for products) or other errors may sometimes occur. Hardware Habitat cannot guarantee that products and services will be available at the time of order or thereafter. Hardware Habitat does not warrant that the content of the website including, without limitation, product descriptions or photographs, is accurate or complete.