Decorative Hardware, Cabinet, Door, Builders, Shutter & Window Hardware, Kitchen & Bath Accessories

Returns & Exchanges

HOLIDAY NOTICE - Our offices will be closed November 22nd & 23rd for the Thanksgiving Holiday. All inquiries and requests during this closure will be addressed in the order in which they were received upon our return. Orders submitted after 12 PM NOON EST Wednesday November 21st will not be processed until our return on Monday November 26th. All orders submitted during this closure will be processed per the standard fulfillment policy upon our return. There is no charge until order ships, you may submit an order at anytime. Please have a safe and happy Holiday!

Thank you for choosing MartellHardware.com for your decorative hardware needs. We hope you are satisfied with your order and you continue to shop with us in the future. To ensure customer satisfaction, we would like you to look over the following return & exchange policies.

Upon receiving your order please do the following before opening the items:

  • If shipment parcel(s) show signs of shipping damage, please have the parcel carrier make notes of any parcel(s) damage at the time of delivery
  • If shipment parcel(s) show signs of shipping damage and the parcel carrier is not present, please document the damage with a digital camera. Please document the damage prior to opening the parcel(s).
  • Check the item(s) for any visual delivery damage or defects in the item(s) original packaging. Please document the damage with a digital camera prior to removing any item(s) from their packaging.
  • Make sure the item is what you expected before opening the package.
  • If you ordered multiples of one item, open only one package and make sure you like it before opening all of the packages.

In the event of any noticeable damage or defects of items within the packaging or damage of the shipment parcel, please contact us. We will request that you submit the photo's via email so we can properly address the issue with you in a timely manner!

If you open the package to find that you've received an incorrect item or perhaps the wrong finish, please contact us immediately. Mistakes happen and it's easy to solve through open communication!

If you are for any reason unsatisfied and would like to request a return authorization, please read the following:

  • A request for a Return Authorization must be submitted within 30 calendar days of receipt of items. This date can be found by reviewing the tracking information. No Returns will be accepted if a request is not submitted within 30 calendar days of receipt of item(s).
  • Items must be returned in new & unused condition.
  • Items removed from original (sealed) packaging are subject to a 20% restocking fee.
  • When returning any item(s) that was shipped under a FREE SHIPPING promotion, the refund will have the normal shipping fees for the item(s) deducted from its amount.
  • Original shipping charges are non-refundable and will be deducted from the available credit.
  • If the items are used or opened, we reserve the right to reject the returned product(s).
  • Any markings on the packaging put there by the customer will constitute a rejected return.
  • Any refunded amount will be issued to the same form of payment originally used for the purchase.
  • Shipping cost and responsibility of the product back to MartellHardware.com shall be that of the customer.
  • Shipping items back without a Return Goods Authorization (RGA) issued from MartellHardware.com are subject to an automatic 50% restocking fee or complete forfeiture of refund.
  • All fasteners must be included in the return.

Non-Returnable, Custom Made & Made To Order Products

  • Items that have been installed
  • Clearance Items, Closeout Items or Items marked as "All Sales Final" are non-returnable
  • Items "Made-To-Order" or "Custom Made" are non-returnable
  • Items shipped per Customer Special Request; Unassembled, Partial Assembly, etc.
  • Stone Knobs are non-returnable
  • Individual items within a "Kit" are non-returnable, "Kit" must be returned in full form

Upon receiving a Return Authorization from MartellHardware.com:

  • Product/Parcel must be sent back to the address provided with RGA# noted on the delivery address.
  • Shipping charges on all returns are the responsibility of the customer. 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 in order to receive credit.
  • Returns received after the RGA has expired are non-refundable and it is the responsbility of the customer to issue a call tag to retrieve the product.

In any event, returns can be frustrating! Please exercise the same maturity, patience and respect that I extend to all of my customer's. Proper conduct empowers proper results. Please do not submit a charge back from your credit card company during the return process. A charge back mediation process can take up to 180 days.

You may click here to request a Return Goods Authorization