To get a Return Material Authorization (RMA) you will need to fill out the following form.  Once the form has been entered and verified, an RMA will be issued.  Our return policy is as follows:

  • Items must be return within 30 days of delivery.
  • Items must be returned within 14 days of the RMA number issuance
  • Items must be returned with all screws, keys, parts and instructions.  Keyed locks returned without keys are not returnable.
  • You must return the items in their original boxes and in a resalable condition. Please do not write on returned items.   Ship all items back in a shipping container; do not put a shipping label directly on the item. 
  • Residential Items returned for an exchange coupon to be used for future purchases will not have a restocking charge for the first occurrence. Subsequent returns will have a 15% restocking charge. Exchange coupons will be emailed to you after the items have been checked into stock.
  • Items returned for credit that have not been shipped in error or are not defective will have a 15% restocking charge or a minimum of $3.00.
  • Master keying is not returnable
  • Freight and labor charges are not returnable
  • Split Finish / Split Design that result in a factory order are not returnable
  • Non-stock factory orders are not returnable
  • Package all items to insure their safe return. We strongly encourage using a trackable shipping service (UPS, FedEx, US Priority Mail) to return items to us. We are not responsible for lost or damaged items in transit.
  • For exchanges we will typically issue you a credit to your credit card.  The trip back to us is sometimes longer (our central return facility is in Ohio) and rather than make you wait for the return, it's quicker to purchase what you need and we will credit your card when the items arrive.
  • After items come back and they are inspected to make sure everything is in order and complete.  Credits take approximately two weeks after items are returned.

Find Your Order

Select Return Order
Return Form
Copyright 2019 Factory Brands LTD, LLC
Privacy | Returns | About Us | FAQ's