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
Purchasing this at checkout also protects your package from loss or damage if the appropriate information is submitted via a Redo Claim in the system
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 delivery date).

Lost in Transit (Not Delivered):

If a package is confirmed lost in transit (no delivery scan), we will work with the carrier and, once confirmed, will offer a replacement or refund.

Marked Delivered:

If a package is marked as Delivered by the carrier, including delivery confirmation such as delivery scans, GPS data, or delivery photo evidence (when available), we are generally unable to replace the order at no charge.

If you believe your package was stolen after delivery, we recommend checking with household members, neighbors, and building management/package rooms, and filing a theft report. We are happy to provide delivery documentation and assist with a carrier investigation to rule out misdelivery.

Signature / Secure Delivery Options:

For certain orders (including higher-value shipments) or addresses with prior delivery issues, we may require signature confirmation or shipment to a UPS Access Point for secure pickup.

Address Accuracy & Delivery Locations:

Customers are responsible for providing an accurate shipping address and any delivery instructions required for building access. Delivery to a concierge/package room/mailroom is considered delivered to the address provided.

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