Return Policy

Returns and Exchanges

For returns or exchanges, please send a request to service@greenwichhardware.co . We will send you a Return Goods Authorization, which will contain instructions on how to return or exchange items. Click on this link to read our full returns and exchange policy.

Returns & Exchanges Policy

Upon receiving your order, please inspect the parcels before opening. If the parcels show signs of shipping damage, please have the parcel carrier make notes of any damage if he or she is present. Also, please take photos with a digital camera of any damage to items or packaging. Photos documenting damage will help us to process replacement orders faster. Please make sure the items that arrive are the ones you ordered. If you find items missing, or items with the wrong finish, or the wrong item, or items included that you didn’t order, please contact us.

If after review of the order, you are for any reason unsatisfied, please contact us with any request to return or exchange. We will provide you with a Return Goods Authorization (RGA), and request that you submit the documenting photos of any damage via email so we can properly address the issue.

A request for a Return Goods Authorization must be requested within 30 calendar days of receipt of items. This date can be found by reviewing the tracking information. Shipping items back without a Return Goods Authorization (RGA) issued from Greenwich Hardware Company will be subject to a 40% restocking fee.

Items must be returned in new, uninstalled & unused condition. If the items are used or opened, we reserve the right to reject the returned product. Any markings on the packaging by the customer will constitute a rejected return. Items removed from original (sealed) packaging are subject to a 20% restocking fee. All fasteners must be included in the return.

When returning items due to them arriving damaged or when returning the wrong items due to a mistake on our part, replacement items will be sent at no charge, or account will be credited once the unwanted items are returned. GHC will credit customers the cost of the return shipping charges for damaged or wrong items. Please include receipt for return shipping charges with your return.

When returning items that you simply don’t like or that are no longer needed, but were delivered as ordered, customer is responsible for return shipping charges, and original shipping charges for the item will be deducted from the available credit or refund amount. Any refunded amount will be issued to the same form of payment originally used for the purchase.

The following items cannot be returned: Items that have been installed, clearance, closeout, and final sale items, made to order and custom-made items, items shipped per customer special request, and individual items that come as part of a kit.

Upon receiving a Return Authorization from Greenwich Hardware Company, products must be sent back to the address noted on the Return Goods Authorization. We suggest shipping via an insured, trackable method.

All RGA's expire 10 business days from issuance. The return must arrive on or before the expiration day to receive credit. Returns received after the RGA has expired are non-refundable and it is the responsibility of the customer to issue a call tag to retrieve the product. Items sent out as exchange may be subject to additional shipping charges.

We will do our best to be fair and equitable given the particulars of your situation. Please call or email us as soon as you identify a problem and let’s work together to get you the items you need.

You may click here to request a Return Goods Authorization.