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RETURN POLICY

All product returns must have Return Goods Authorization (RGA) number prior to being returned to Acme. Please see Return Goods Authorization Section for further instruction on getting an RGA.

The chart below shows the basic requirements and fees for all product returns:

Product Type

Return Period

Restocking Fee

Freight / Shipping

Standard-Stock Items

Within 30 days

No restocking fees

Responsibility of customer*

Special-Order Items

Within 10 days

20%*

Responsibility of customer*

Custom-Made Items

No refunds*

No refunds*

No refunds*

*Acme is responsible for any freight/shipping costs incurred during the return of an item IF the return is the result of an error Acme made and/or if the received product was defective.

Product Type Definitions

Standard-Stock Items: Full-priced items regularly stocked in Acme’s warehouse.

  • These items can be returned for a full refund if return is made within 30 days
  • Customer is responsible for cost of freight/shipping cost

Special-Order Items: Items ordered directly from the manufacturer because they are not regularly stocked in Acme’s warehouse. Special-Order Items are ordered per customer’s specific request.

  • Customer is eligible for a partial refund if the item is returned within 10 days*
  • A 20% restocking fee is applied to all Special-Order all returns. This is always communicated to the customer at the time these non-refundable products are ordered**
  • Customer is responsible for freight/shipping cost

Custom-Made Items: Items that are ordered directly from the manufacturer because they must be produced/modified to fit a customer’s unique specifications.

  • These items are sold on a “Final Sale” basis and cannot be refunded or exchanged**
  • Refunds for these items will only be considered when an error was made by Acme or the manufacturer
  • Customer is responsible for freight/shipping cost

** This is always communicated to the customer when the quote is provided. Customer must sign quote to acknowledge terms before the special items and/or custom-made items are ordered.

Return Goods Authorization:

Return Goods Authorizations are only issued up to 60 days from the invoice date and are valid for 45 days from the date of issue. All returns must have an RGA (Return Goods Authorization) number before the return of the material or request for credit. To request an RGA number, email customerservice@aahdw.com or call 866-294-8447. You will receive a RGA within 24-48 hours.

Please include the RGA number on all shipping documents. This ensures your return will be easily identified and matched in Acme’s system. Any material received without an RGA will not be accepted and returned at the customer’s expense.

Please note that a RGA number does not guarantee product is eligible for return. All returns are subject to a final inspection.

All exchanged or returned merchandise must be in original factory carton/box, including all packaging materials, inserts, manuals, and all accessories. The material must be in new and in good, resalable condition (unless item is determined defective).

Shipping:

Ship items via UPS or FedEx within 10 days of receiving the RGA email. Please remember items must be returned in original (new) quality condition.

We will provide a prepaid label for the return of goods that were shipped in error or if the material is deemed defective.

Damaged Goods:

To return damaged or incorrect material, please contact Customer Service at 866-294-8447. Customer Service will provide Return Goods Authorization (RGA) number and shipping instructions via email within 24-48 hours.

Customer Service must be contacted within 48 hours of receipt of goods to qualify for a return or exchange.

Replacement of defective material or material shipped in error will be invoiced and credited upon receipt of defective or incorrect material. Products are warranted solely by the manufacturer and are subject to the conditions set forth by the manufacturer. Please see the complete product warranty included with the product.

Cancellations:

Order cancellations are accepted for any reason prior to shipment of the order. Acme’s Customer Service team will determine if your order can be cancelled for a full refund based on the order status. Once an item is shipped, the regular terms of our Return Policy will take effect.