Returns & Exchanges

Conditions for return

All returns must be authorized within 30 calendar days of the original invoice date. Returns outside of the 30-day timeframe are not allowable. All authorized returns of product due to incorrect ordering, buyer's remorse, change of mind, etc., will be assessed the standard restocking charge, as outlined in our Terms of Sale. Product which is returned without obtaining prior authorization from the customer service department will be assessed a higher restocking charge. If the product is received more than 30 days after the invoice date and the return was not authorized, no credit will be issued; in this case it is the responsibility of the customer to send a call tag to retrieve the product.

Special-order items are not returnable. Each invoice for a special-order product indicates that all sales are final. Clearance, sale, or discontinued items are non-returnable. Orders for (1) case or more of a single item are also not eligible for return.

All producst that are special-ordered from our supplier per customer request are not eligible for return.

Please note that all finishes vary due to manufacturing processes and material makeup. Cliffside assumes no responsibility for variations in color of the materials delivered in relation to samples or photography of the purchased product. Such minor variations will not be considered to be "defects" and any products returned because of these variations will be assessed a restocking fee. View our Finish Guide for description information and examples.

Initiating a return

Please examine the original paperwork from your purchase. To initiate the return, you will need the date of purchase and the invoice number on which the product was purchased (located in the upper right-hand corner of the invoice or packing list). Please verify the "bill-to" address on your invoice or packing list (left-hand side approximately ⅓ of the way down the page); products which were purchased through a Cliffside Industries dealer are subject to that dealer's return policies and may not be returned directly to Cliffside.

Condition of product

Returns will not be authorized unless all products are returned unopened, in their original packaging, and in new, sellable condition. Product that has been installed cannot be returned for any reason. Please check all orders within 10 days of receipt for shortages, mis-shipments, or discrepancies. Incorrectly shipped hardware that is installed may not be returned and will be billed to your account.

For bagged products, "original packaging" includes the labeled bags and the foam protective liner, as well as the appropriate screws. Bags must be in such a condition that they can be re-used for sale (no holes torn open, mutilated, or otherwise destroyed). For unbagged products, such as hinges, the product must be returned as it was received (e.g., hinges are shipped wrapped individually or paired, depending on type, in protective papers or sealed in individual foam bag). All screws must be sent back with any returned product. If the screws are not returned in their original condition, no credit will be issued as the product cannot be re-sold without them. Break-off screws must be in their original condition and cannot have been shortened. Several Cliffside products, such as the solid brass appliance pulls, also come with their own individual boxes. These boxes are part of the original packaging and must also be sent back with any return.

Terms for Return and Return Goods Authorization

Please contact a customer service representative to get a "Terms for Return" form before sending back any product. Returns cannot be authorized unless the Terms for Return are acknowledged in writing prior to issuance of a Return Goods Authorization (RGA) number. Cliffside representatives must review your acceptance of the Terms and issue an RGA before a return is authorized. The completed Terms for Return form must be received by Cliffside within 5 business days of the 'send date' indicated at the top of the Terms form; otherwise, it will expire and no RGA will be issued.

After your return is authorized by a customer service representative:

Product must be sent back to Cliffside Industries in the manner indicated on the RGA form. Shipping charges on all returns are the responsibility of the customer. Cliffside recommends shipping your product back via an insured, trackable method. If your product is mailed and then lost or damaged in transit, we will not be able to issue credit for it. If the product is damaged in transit and was shipped using an insured carrier or shipping method, it is the customer's responsibility to file a claim for the damaged product. Cliffside Industries cannot file claims on returns, as we are not the shipper.

When you are sending back product, please include a copy of the RGA form in the package when sending the return shipment. Please read the RGA form carefully for any notes or directions before sending back. Please reference the five-digit RGA number (e.g., "RGA #10211") on the outside of the package when sending product to facilitate the returns process and expedite your credit.

Return address

Return address for all shipments is as follows:

Cliffside Industries, Ltd. – Returns
60 Wright Avenue
Lititz PA 17543-9343

All products will be received and inspected at our warehouse. No credit will be given for items damaged due to improper or inadequate packaging. Cliffside Industries reserves the right to refrain from issuing credit until a complete inspection is undertaken.

Expiration of returns

All returns must be received within 15 days of the authorization of your return. The expiration date (the date by which the product must be received) is listed at the bottom left of each RGA form, next to your representative's name. Returns received outside of the 15-day window will be assessed a higher restocking charge, as per our Terms of Sale.

Issuance of credit

Credits will generally be issued within one week of the return date. If your order was paid by credit card, Cliffside will issue credit back to the same card within one week of the issuance of the credit memo. Please note: if the order was paid by credit card, we must have the full credit card information in order to issue credit; please enter this information on your RGA form in the appropriate area. If your order was placed on account, a credit memo will be issued to your account to use toward future purchases or payments. Cliffside Industries does not issue cash refunds for any reason.

If you received a special discount, promotion, or other reduction of cost on your original order, this amount will be deducted from your product cost before credit is issued. Cliffside will not credit the outbound processing and handling charges on any order; these amounts will remain open on your account as "balance due" or charged to your credit card. If the processing and handling charges were prepaid on your original order ("free shipping"), the cost of the shipping will be deducted from your credit before it is issued.

Exchanges

Cliffside Industries does not process straight exchanges. All exchanged product is treated as a return and a separate re-order. If you have product that you would like to return and re-order a different product in its stead, please contact Cliffside's customer service department for a Terms for Return as outlined above.

If you have any questions regarding a return in process or a potential return, contact the Cliffside customer service department.