Returns

Return policies

We will accept any hardware item we sell as a return for credit, minus shipping costs and a 15% restocking fee, within 30 days of receiving the product(s).  Any shipping charges back to us are your responsibility. You can read full explanations and conditions for each of our product types below.

Cedar products

The product shipped to you is damaged.
All the products manufactured by Joinery Hill are inspected for damage prior shipping. If you discover any damage to the shipping container, you MUST make a note of the damage on the receipt. If there is damage to the product, please refuse the delivery while the shipper is still present and do not accept the item. Please take your time inspecting the items; the shipper must wait for you to inspect the merchandise prior to signing. Both you and the delivery driver must make notes on the BOL or other paperwork detailing the found damage, description of damage, time/date, your name, contact phone, etc. Make a copy of the marked BOL or any other documents presented by carrier. Any damage claim reported after you have signed for your item cannot be honored. Any damages believed to be caused by the shipper must be reported to us within three days so that we can file our own claims with the shipping company. If reported beyond three days, we cannot guarantee replacement.

The product you received was not the product you ordered.
If for some reason the wrong product was shipped to you, we will send you the correct product and incur any additional shipping charges.

The product shipped to you is missing parts.
We do not accept full product returns for missing parts. If for some reason you are missing a part, please contact us and we will make arrangements to send you the missing part.

Damages caused during installation.
We do not accept returns on parts or products damaged during or after installation. Replacement parts or products can be purchased, and any additional shipping charges associated with replacement will be the customer’s responsibility.

Return processing on cedar products
All returns require pre-approval and must be accompanied by an accepted RGA (Return Goods Authorization) form. Any return sent without an RGA number cannot be accepted. All returns must be in their original packaging and returned in new condition. If the product is not in new condition or in its original packaging, please refer to your warranty for replacement/repair options.

All claims must be made within ten days after you receive your product. For claims made after ten days, it will be the customers responsibility to pay for any replacements parts, products and any associated shipping charges. Any damages believed to be caused by the shipper must be reported to us within three days so that we can file our own claims with the shipping company. If reported beyond three days, we cannot guarantee replacement.

Hardware

All returns require pre-approval and must be accompanied by an accepted RGA (Return Goods Authorization) form. Any return sent without an RGA number cannot be accepted. All returns must be in their original packaging and returned in new condition. If the product is not in new condition or in its original packaging, please refer to the manufacturer’s warranty for replacement/repair options. We will accept any hardware for return, provided it meets at least one of the following conditions and a claim is made within ten days after you receive your product:

The product you received was not the product you ordered.
The product shipped to you is damaged.
The product shipped to you is missing parts.

Warranties:
Joinery Hill Co. limits all warranties or guarantees to those offered by the manufacturer. If the product was purchased through Joinery Hill, we can assist you with warranty claims.