Refund policy

At Door Design Workshop, we strive for excellence that pairs with the products we sell. Due to the nature of our products being made-to-order items, our return policy requires careful review on a case-by-case basis. Please read the following policy carefully.

1. Initiating a Return:

If you open it you own it. Due to the nature of Rocky Mountain Hardware being Bronze ( a living finish) we can not accept returns on items that have been open from their original Rocky Mountain sealed packaging.
To inquire about a potential return, please contact Door Design Workshop within 5 business days from receiving your products. Contact us here or by phone at 702.383.0095.
Please provide your original order number and the reason for your return request.

2. Return Eligibility & Review:

All return requests are reviewed for approval on a case-by-case basis.
Eligibility for return often depends on the specific product, manufacturer policies, and the condition of the item.
Products from manufacturers like Rocky Mountain Hardware are made-to-order. Returns for these items, if approved, may be subject to a restocking fee (e.g., up to 35% for RMH) to cover disassembly and processing costs.
Products from Cavity Sliders are accepted if unopened in original packaging.
General conditions for return (such as unopened packaging, original condition) will be communicated during the review process if your return request is provisionally approved.
The timeframe within which a return request must be made will also be evaluated on a case-by-case basis, often dictated by manufacturer terms. Please contact us as soon as possible if you wish to request a return.

3. Return Shipping:

Customers are responsible for paying the shipping costs for returning items. Original shipping costs are non-refundable.

4. Refunds:

If a return is approved and the item is received back in the required condition, the refund method (e.g., direct refund to the original payment method or store credit) will be determined as part of the case-by-case review.
The time it takes for a refund to appear on your bank or credit card statement can vary depending on your financial institution. We will process approved refunds promptly upon approval and rececipt/inspection of the returned item(s).

5. Exchanges:

We typically do not offer direct exchanges. If you need a different item, please contact us to discuss return options for the original item and place a new order for the desired item.

6. Warranty Information:

Products sold by Door Design Workshop are covered by manufacturer warranties. Warranty claims are as below.
Initiating a Warranty Claim: Please contact Door Design Workshop or 702.383.0095 to initiate a warranty claim. We will guide you through the process based on the specific manufacturer's requirements. Please have your proof of purchase available.
Manufacturer-Specific Warranty Examples:
- Rocky Mountain Hardware: Offers a lifetime guarantee on bronze material/workmanship and a 50-year guarantee on internal mechanisms for residential use (20 years bronze/5 years mechanisms for commercial). This warranty applies to the original user, may require proof of purchase, and excludes "living finishes" (patinas), labor charges, freight, and damages from misuse or improper installation.
- Cavity Sliders: Offers a TEN (10) YEAR WARRANTY on CS CavitySliders pocket frames and CS TrackSystems manufactured by them, subject to their full Terms of Trade. This warranty is limited to repair/replacement of faulty parts (excluding removal/reinstallation/shipping), applies only to the original user, excludes normal wear/tear, high-use situations without prior consultation, and certain "living finishes." Goods supplied but not manufactured by Cavity Sliders carry the original manufacturer's warranty.
Other Brands: For other brands sold through Door Design Workshop, the warranty provided will be that of the original manufacturer.

If you have any questions regarding returns, refunds, or warranties, please do not hesitate to contact us here or 702.383.0095.