Returns

To Start the return process...

Please contact us at [email protected]

Please ensure you have read our return policy (which you agreed to during your purchase) and that your order qualifies for a return.

Please include your order number, reason for return and if you are looking to exchange the item(s).

An agent will be in touch within 48 hour.
 

Return Policy

RETURNS AND EXCHANGES

Requests for returns or exchanges can be made within 14 days of receipt of the items. Please call 718-336-6900 or email [email protected] to request a Return Authorization Number. Please include your order number, reason for return and if you are looking to exchange the item/s. An agent will be in touch within 48 hours.

No Unauthorized Returns Will Be Accepted.

Merchandise returned must be in its original condition and original packaging to receive credit. Credit is subject to inspection of the merchandise being returned. Once the merchandise is received and inspected, a credit will be issued.

 

Products/Orders Not Eligible for Return
  • Merchandise shipped back without a Return Authorization Number
  • Merchandise over 14 Days from the day you received your order
  • Installed/used merchandise
  • Scratched or dented or in not as new condition
  • Original boxes that have damage or markings on them
  • Custom/Special Order Products or products made to order or fabrication
  • Toilets Seats, Washlets and Bidets
  • Final sale, Discontinued or Clearance items
Manufacturing Defects

If the merchandise you receive is found to be defective due to a manufacturing defect, a request for the replacement of the defective merchandise must be made within 14 days of the delivery of your order. FocalPointHardware.com will exchange the defective merchandise or a defective part free of charge. Merchandise returned as defective, which is found not to be defective, will be subject to a minimum of 25% restocking charge, along with the original and return shipping and handling charges. If a defect occurs after 14 days of delivery, you must contact the manufacturer directly for warranty information. FocalPointHardware.com will not cover any labor or other costs of removal or installation, nor shall FocalPointHardware.com be responsible for any other incidental or consequential damages attributable to a product defect or to the repair or exchange of a defective product or part.

Customer Responsibilities

Items must be in new condition, or in the state that they were received.

Items must be returned with all their original packaging, accessories, manufacturer documents, product literature, or any other documents that were included with the original merchandise

Items must be shipped back to us fully insured using a trackable shipping method at your expense.

If you decide that you don’t want the merchandise ordered, or you are returning the merchandise due to buyer’s remorse, you will be charged a minimum of 25% restocking fee.

Customers refusing deliveries of undamaged product/s will be responsible for the original and return shipping charges.

In the unlikely event that you received the wrong merchandise, or your merchandise arrived damaged, there will be no charge to you and a replacement will be sent out. Damages must be noted on the drivers POD (proof of delivery) and reported to Customer Support within 48 hours of receipt of your merchandise. After 48 hours, it is assumed that your order arrived in perfect condition and that all the correct items were received. If you are planning to install or use the merchandise at a later time, please inspect the item/s within 48 hours and store it safely away. If someone else signs for your order when delivered, it is as if you received the delivery personally and you assume the responsibility.

FocalPointHardware.com is not responsible for any labor costs related to handling, installing, or uninstalling items purchased.

Cancellations

You may cancel your order, for any reason and receive a full refund if your order has not been staged or proceeded for shipping by our warehouse or the manufacturer. Customer is responsible to check with our customer service representatives who can inform you the status of your order and advise you whether the order can be successfully cancelled

Orders set to ship out from a dropship manufacturer/vendor, and a cancellation is requested: cancellation confirmation must be obtained from the vendor for your order to be cancelled.

Cancellation confirmations must be acquired and acknowledged with our customer service team in writing.

Custom/Special Order Merchandise or merchandise made to order are not eligible for cancellations.  

 

Returns and Exchanges Due to Shipping Damage

If you receive a damaged item, FocalPointHardware.com will replace the item free of charge. Please follow instructions below:

Inspecting and receiving your Merchandise

Please inspect your package carefully when it arrives and note the condition of the box. Keep in mind that by signing the shipping courier’s forwarding receipt form, you are acknowledging that your merchandise arrived in good condition and FocalPointHardware.com will not be able to file a claim with the shipping carrier.

Signing for your Merchandise

You must notate damages/missing items on the delivery receipt, in order to receive replacement merchandise at no cost. If you see damage to a box or missing boxes, accept the shipment and write on the shipping courier’s forwarding receipt form: “Damaged or Missing Boxes”. When you bring the shipment into your home, carefully inspect every item for damages/shortages.

Notifying Customer Service of damage/shortage

Take pictures of the item and the packaging it came in and email this information along with a detailed description of the issue to [email protected]. Provide your order number in the subject field of the email. You can also contact our Customer Service department by phone for instructions on how to file a claim at 718-336-6900. Replacements due to damages/shortages must be requested within 24 hours of your delivery. Unfortunately, after 24 hours we will not be able to file a claim due to the carrier’s claim restrictions.

This policy applies to both parcel and freight shipments, signature and not signature required

Please keep all packaging materials, as you may need to repack the items for the return shipping. Returns that do not come in their original packaging materials may not be honored

Warranties

All warranties or guarantees are limited to those offered by the manufacturer. Please consult with an associate about warrantee policies of individual products/brands