Returns & Refunds Policy

Standard Products

We want you to love your RWARE hardware. If you're not satisfied with a standard (non-custom) product, you may return it within 14 days of delivery for a refund or exchange, provided the item is:

• Unused and in its original condition

• In its original packaging

• Accompanied by proof of purchase (order confirmation or receipt)

To start a return, email info@rwarestore.com with your order number and reason for return. We'll provide return instructions once your request is approved.

Return shipping costs are the customer's responsibility, unless the return is due to our error (wrong item shipped, manufacturing defect, or damage in transit).

Refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item.

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Custom Orders

Because each custom piece — bespoke pulls, levers, finishes, or dimensions — is individually handcrafted to your specifications, custom orders are final sale and cannot be returned or exchanged once production has begun.

Deposits & Cancellations:

• Custom orders require a 50% non-refundable deposit at order confirmation to begin production.

• Orders may be cancelled within 48 hours of confirming your deposit for a full refund.

• After 48 hours, once your piece enters production, the deposit is non-refundable, as materials and craftsman time have already been committed.

• The remaining balance is due before shipment.

If you're unsure about finish, dimensions, or design, we're happy to confirm every detail with you before production begins, please review your quote carefully before approving.

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Damaged or Defective Items

If your order arrives damaged or with a manufacturing defect, contact us within 7 days of delivery at info@rwarestore.com with:

• Your order number

• Photos of the item and the packaging it arrived in

We'll arrange a replacement, repair, or refund at no cost to you. This applies to both standard and custom items.

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Wrong Item Received

If we've shipped you the wrong item, contact us within 7 days of delivery and we'll cover return shipping and send the correct item promptly.

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Non-Returnable Items

The following cannot be returned:

• Custom or made-to-order pieces (see above)

• Items showing signs of installation, use, or wear

• Items returned without prior authorization from RWARE Store

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Questions

For anything not covered here, including questions about a specific order reach out to info@rwarestore.com and we'll help you directly.