Return Policy

Return Policy

Baldwin Brass Center makes returning products as easy as possible.

Please email or call 800-358-2469 for all Return Authorizations

95% of the products we sell can be returned within 30 days of delivery for a full refund. If you are not satisfied with your purchase we will take back the item(s) and exchange it for another, or issue the refund back to you, no reason required.

No returns accepted after 90 days of delivery

The following items can be returned for full refunds or exchanges:

  • Items still in their original packaging
  • Uninstalled merchandise
  • Products received defective or damaged in transit

The following items will carry a restock fee of 25%

  • Split finish door hardware
  • Returns received after 30 days of delivery
  • Installed products or products returned damaged
  • Products not in original packaging
  • Items shipped in product packaging, please return in a separate shipping carton
  • Items that have been keyed will be charged a $15 per lock rekeying charge
  • Returns received more than 30 days after delivery may be charged a higher restock fee or may not be accepted as a return

Please note that Baldwin Hardware Direct (Baldwin Brass Center) reserves the right to refuse returns that do not meet our general return policy guidelines below.

Please see details below regarding special order and clearance items, as well as what to do if you receive an item that is incorrect, damaged in transit or defective.


General Return Policy

To qualify for a full product refund, the products being returned must meet the following criteria.

  • Cannot have been installed (installed products may be refused or charged a restock fee)
  • Must include all original parts and packaging
  • Must be in resalable condition - items that were packaged in bags or boxes must be returned as such
  • Product packaging and box must be intact and free from writing or labels (this is not the shipping box, this is the product packaging only)
  • Product must be intact with no scratches or other visible damage - items returned in poor condition will be charged a minimum 25% restock fee, up to 75%, or be refused
  • All returns must be sent back using a traceable service (UPS or FedEx). If a refund is not issued we need to verify it was delivered.
  • Products marked as Clearance or Special Order may carry a restocking fee, or may be denied return completely. These products will be clearly marked.

Please note that Baldwin Hardware Direct (Baldwin Brass Center) reserves the right to refuse returns that do not meet the above guidelines or are in violation of our terms and conditions.

* Orders can be canceled at any time before they are shipped. Customers are charged when the order is shipped.

** Once an order is shipped it cannot be canceled.

*** Orders that qualified for free shipping will incur the original outbound shipping cost if the return would lower the original order value to less than $99. This shipping charge will be deducted from the refund amount.

**** If a product is returned and there is reason to charge a restock fee, the returned product is photographed and the customer is notified.


Defective and Damaged Products

We are committed to delivering our products in perfect condition on every single order. We also understand that defective products and damages occurring during shipping are unavoidable.

  • Please report any damaged or defective items within 15 days of receiving your order.
  • If the damages are obvious upon delivery you may refuse the shipment, or partially accept and refuse the damaged boxes.
  • Please note any damage on the bill of lading on all Freight shipments
  • Keep all packaging material, do not discard any boxes until your replacement has been approved.

Everything we ship is fully traceable and insured. We will take care of any issues that arise during and after a shipment, but it is the customers responsibility to report any issues in a timely manner. You have 15 days after receiving your order to report any damages or defects.

Missing Parts and Shortages

All of our shipments are picked, packaged and shipped by a minimum of 2 people per order. We do our best to double and triple check all orders for accuracy. If you have received an incorrect item, or are missing an item from your order please notify us immediately.

  • All concerns must be reported within 15 days of receipt of your order
  • Please open and inspect the products upon delivery, the faster we know there is a problem the faster we can make it right.
  • All orders are audited by weight. Please be specific when reporting shortages so that we may verify the weight of the box when we shipped it, and what the weight should be for the items you ordered.


Shipping Charges

We are happy to offer free shipping on most orders we sell. Please understand that if we ship an order for free and it is returned we do need to charge the original shipping cost of the order. We only charge the original shipping cost on returns; exchanges are exempt.

  • The original cost of outbound shipping will be deducted from the refund amount for orders that enjoyed free shipping.
    • This policy does not include defective or damaged products
  • Returns will be given a full refund for the amount of the product(s). A separate charge on the same transaction will be applied for the cost of shipping the original order.



  • Refunds will be issued within 14 days of receipt and inspection of the merchandise
  • Customers are emailed a refund receipt once the refund has been issued
  • Please contact us at 1-800-358-2469 if it has been more than 14 days since your return was delivered and you are still awaiting the refund. We strongly recommend using a traceable shipper when sending returns to us; we must receive the product in order to issue the refund.
  • If you need assistance please follow this link and a prepaid UPS label will be emailed to you. ** YOU WILL BE CHARGED THE SHIPPING COST FOR THIS ** It is simply a convenience we offer our customers if you would like to take advantage of it. Please call us at 1-800-358-2469 if you would like a return shipping label sent to you.


Special and Custom Orders

Some items allow you to customize them, and other items we offer are made to order. These select items are clearly marked and will carry a restocking fee if returned.

  • All Special or Custom Order items will carry a minimum restocking fee of 25%
  • Custom Order items are non-returnable without approval. Please call our customer service at 1-800-358-2469 if you would like to return a Custom Made Product
  • Custom Order Items cannot be canceled once you place the order. Canceling will carry a minimum of 25% restocking fee (if the order can be canceled). Again please call immediately if you would like to cancel a Custom order.
  • Special orders can always be returned or canceled, but will carry a restocking fee
  • Special Orders are simply standard products that have been ordered with very unique modifications.
    • examples - Ordering door hardware in a split finish, changing the knob or lever that normally comes with a lock set, a very few custom distressed plumbing finishes. 
    • Special and Custom order items are an extremely small portion of the products offered online. All are clearly marked.

Our Goal is to make shopping with us hassle free and as easy as possible. Contact us by phone at 1-800-358-2469, by email at or by chatting with a salesperson using our website's Live Chat feature.

Baldwin Brass Center
623 Penn Ave
West Reading, PA 19611