Return & Exchange Policy

What is your return policy?

We think that you're going to love our products but in case you don't, we offer a 30-day money back guarantee on unused items sold at full price.

Any orders purchased during a sale period, will have a 14 day return and exchange policy from the date the order is received at the customers address. Items marked as final sale will not be eligible for a return or refund.

Any price adjustments to purchases already made will be considered final sale (no exchanges and no returns)*

Our customers are responsible for paying for the shipping cost to send back returning product.

Our latches can be sold separately on our website.

For any concerns about the backset size 2 3/8" or 2 3/4",  please contact our customer service team before returning the complete set, they will be able to assist you with the best way possible. 

For all US customers, returns must be approved on our end before processing. To facilitate the return, we will provide a commercial invoice. It’s crucial to include 4 copies of the commercial invoice provided by Explore Hardware to complete the return. Without the invoice, your package may be refused and returned to you.

Please reach out to our customer service team at orders@explorehardware.com as soon as possible to receive the return form, which must be completed and included in the box with your returned items.

Additionally, please ensure that all items are returned in their original condition and packaging.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. This can take up to 7-14 days from the time we receive the product. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Return / Refund Policy for Bundles:

Bundles can be returned or exchanged as a full bundle within 14 days from the receipt of the product.

No exchange or returns can be done for individual products that are part of the bundles.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item or missing quantities so that we can evaluate the issue and make it right. We allow our customers 14 days from the receipt of their order to let us know about any issues to make it right.

Our policy for lost or missing packages:

We will adhere to the claims process established by the chosen courier to either trace your parcel or declare it lost. Please note that this process may take up to 6-8 weeks and is subject to the courier's discretion.

If GPS data or photographic evidence confirms that your parcel has been delivered to your property, left with a neighbor, or placed in a secure location, we cannot be held responsible for issuing a refund or replacement.