Refund policy

Policy updated as of Jan 6, 2026.

Returns & exchanges are accepted within 60 days for unused, uninstalled items in original packaging. Custom products and special-order finishes are final sale. Return shipping is covered only if Redo Free Return Shipping was added at checkout. Redo Free Return Shipping is not refundable.

Returns & Exchanges Policy

We want you to feel confident ordering from Inspire Hardware. Please review the information below carefully before installing or discarding any packaging, as our hardware is precision-manufactured and must be returned in resellable condition.

Before You Open Your Package (Important)

Please inspect your shipping carton upon delivery.

  • If the box appears damaged, take clear photos of the outer shipping carton
  • Take photos of the inner packaging and product after opening

Photos of both the product and all packaging are required for any damage or defect claims. Claims may be denied if packaging has been discarded before photos are taken.

Packaging & Condition Requirements (Applies to All Returns & Exchanges)

To be eligible for a return, exchange, or damage/defect claim:

  • All original packaging must be retained, including:
    • Individual product boxes
    • Protective sleeves, pouches, foam, and wrapping
    • Screws and installation components (if applicable)
    • Inner packing materials and the outer shipping carton
  • Products must be unused, uninstalled, and in new condition
  • Items must be repacked exactly as received
  • Returns shipped in poly mailers, padded envelopes, or bags will not be accepted

Our packaging is designed to protect precision hardware and allow returned items to be resold as new. Items received without proper packaging may be refused or denied a refund.

Installed Items

Installed items are not eligible for return or exchange.

We strongly recommend inspecting your hardware and if needed dry-fitting prior to installation to ensure compatibility. Ensure all packaging is kept until the hardware has been inspected for damage or defects.

Returns (Non-Custom Orders Only)

  • Returns are accepted within 60 calendar days of delivery confirmation
  • Items must meet all packaging and condition requirements
  • You must contact us and receive approval before returning any item
  • Items must be shipped back within 14 days of return approval
  • All returns must use a return shipping label issued by Inspire Hardware
  • Only one return request per order is permitted

Fees

  • A $3.50 restocking fee will be deducted from approved refunds
    (covers inspection, quality control, and re-packaging)
  • Return shipping costs are deducted from your refund (unless Free Return Shipping & Package Protection was purchased)
  • Shipping costs are non-refundable (if you purchased expedited shipping to you)
  • If you purchased Redo free return shipping, this fee is not refundable

Custom orders are final sale and not eligible for return.

Refund Timing

Once your return is received and inspected:

  • You will receive an email confirming approval or rejection
  • Approved refunds are processed to the original payment method within approximately 2 weeks
  • Timing may vary due to holidays or bank processing delays

If it has been more than 10 business days since delivery and you have not received an update, please contact returns@inspirehardware.com.

Exchanges (Non-Defective, Non-Damaged Items)

  • Exchanges are accepted within 60 calendar days of delivery
  • Items must be returned and received before replacement items are shipped
  • Exchanges must meet all packaging and condition requirements
  • Only one exchange request per order is permitted

Fees & Shipping

  • Return shipping costs apply (unless Free Return Shipping & Package Protection was purchased)
  • A $3.50 restocking fee applies if a refund difference is issued
  • Customers are responsible for any price difference
  • Expedited shipping for replacement items is optional and customer-paid
  • If you purchased Redo free return shipping, this fee is not refundable

Custom orders are not eligible for exchange.

Defective Items

We stand behind our products.

  • Defect claims must be reported within 60 days of delivery
  • Photos of the product and all packaging, including the shipping carton, are required
  • Defective items are replaced with the same item only
  • Inspire Hardware covers standard return shipping for verified defects
  • Custom defective items will be remade with standard production lead times

Damaged Items

  • Damage must be reported within 14 days of delivery
  • Photos of the damaged product and all packaging, including the outer carton, are required
  • Exchanges due to damage are for the same item only
  • Inspire Hardware covers standard return shipping for verified damage
  • Custom damaged items will be remade with standard production lead times

Final Sale & Custom Orders

  • Final sale items cannot be returned or exchanged
  • Custom orders are made to order and are final sale
  • Custom orders cannot be modified or canceled once payment is received

Order Cancellations

  • Non-custom orders canceled before fulfillment may be approved with a 3% credit card processing fee
  • Orders that have entered fulfillment cannot be canceled
  • Custom orders cannot be canceled once payment is received

Redo Free Return Shipping & Package Protection

  • A return shipping label is automatically generated for you once you submit a return or exchange quest in the system
  • Return shipping fees will not be deducted from any applicable refunds
  • The Redo Free Return Shipping & Package Protection is not refundable
  • A $3.50 restocking fee is still applicable to orders with Redo Free Return Shipping & Package Protection

Delivery Issues & Missing Packages

If your tracking shows a shipment is delayed or missing, please contact us within 14 days of the last tracking update or marked delivery date.

Lost in Transit (Not Delivered):

If a package is confirmed lost in transit by the carrier (no delivery confirmation or final delivery scan), we will assist with a carrier investigation and, once the loss is verified, offer a replacement or refund at our discretion.

Marked Delivered:

If a package is marked as Delivered by the carrier, including delivery confirmation such as delivery scans, GPS data, signature confirmation, delivery photo evidence (when available), concierge acceptance or other carrier documentation , the shipment is considered delivered to the address provided at checkout.

Claims for packages marked as delivered must be reported within 14 days of the delivery date.

If you believe your package was stolen after delivery, we recommend checking with household members, neighbors, building management, mailrooms, or package rooms first. We are happy to provide available delivery documentation and assist with a carrier investigation to help rule out possible misdelivery.

Please note that stolen packages after confirmed delivery are generally not eligible for complimentary replacement or refund.

Signature / Secure Delivery Options:

For certain orders, including higher-value shipments of $500+, commercial addresses, job sites, or addresses with prior delivery issues, we may require signature confirmation, adult signature confirmation, shipment to a UPS Access Point, or other secure delivery methods. We are not able to waive required signature delivery. 

A signature from any individual at the delivery address, including building staff, concierge personnel, reception desks, package rooms, or job site representatives, will be considered valid proof of delivery.

Customer Cooperation for Delivery Claims

Customers agree to cooperate with any carrier investigation related to delivery disputes, including providing written statements, confirming delivery details, or filing a police report if requested by the carrier or our team.

Failure to cooperate with a carrier investigation may result in denial of the claim.

Address Accuracy & Delivery Locations:

Customers are responsible for providing a complete and accurate shipping address, including any necessary unit numbers, gate codes, or delivery instructions required for access.

Delivery to a concierge, package room, mailroom, reception desk, or other authorized receiving party at the shipping address is considered successful delivery.

We are not responsible for packages delayed, misdelivered, or lost due to incorrect or incomplete address information provided at checkout.

Fraud Prevention & Claim Review

We reserve the right to deny claims, refunds, or replacements in cases involving:

  • confirmed carrier delivery,
  • repeated delivery disputes,
  • unsecured delivery locations,
  • freight forwarders,
  • reshippers,
  • or suspicious claim activity.

Any chargebacks filed for orders with confirmed delivery will be disputed using carrier records, signature confirmation, GPS data, delivery photos, and related shipping documentation.

One Last Thing

If you believe your situation falls outside this policy but involves a clear manufacturing defect or shipping issue, please contact us. We review claims in good faith and are always happy to help when possible.

📧 returns@inspirehardware.com