OpenAxis Supply sells commercial door hardware and select access-control products only. We do not sell doors or frames, provide installation, perform field verification, complete electrical work, program access-control systems, conduct code reviews, or provide construction services. Customers are responsible for confirming that each hardware item or access-control product is compatible with their existing application, installed hardware, access-control system, and project requirements before ordering.

This policy applies to products purchased directly from OpenAxis Supply.

Quick Summary

• Return requests must be submitted within 30 calendar days after delivery.
• A Return Merchandise Authorization RMA is required before anything is shipped back.
• Standard eligible returns are subject to a 30% restocking fee.
• Certain restricted, manufacturer-controlled, supplier-controlled, configured, nonstock, or special-order-eligible products may be subject to a 50% restocking fee, but only when disclosed before purchase on the product page, quote, order confirmation, invoice, or written approval.
• Special-order, custom, modified, keyed, cut-to-length, installed, wired, powered, programmed, restricted opened electrical or electronic, and final-sale products are not returnable unless OpenAxis Supply or its fulfillment partner made an error.
• No restocking fee applies when OpenAxis Supply or its fulfillment partner ships the wrong item, a damage claim is approved, or a defect claim is approved through the applicable manufacturer or supplier process.
• Product-specific return restrictions disclosed before purchase take priority over this general policy.

Product Selection and Purchase Acknowledgment

Commercial door hardware and access-control products must be selected carefully. Before placing an order, the customer is responsible for reviewing and confirming the manufacturer, model, SKU, function, handing, dimensions, finish, voltage, keying, quantity, unit of sale, mounting requirements, included components, and compatibility with the customer's existing hardware, application, access-control system, and project requirements, as applicable.

All products require acknowledgment of these terms. By proceeding with a purchase and submitting an order, the customer acknowledges and agrees that:

• The selected product, configuration, quantity, and unit of sale have been reviewed and are correct.
• An eligible return caused by customer ordering error, over-ordering, project change, cancellation after release, or change of mind is subject to a 30% restocking fee, or a disclosed 50% restocking fee for specified products.
• Return shipping is the customer's responsibility when the return is caused by customer selection, ordering error, project change, or change of mind.
• Original shipping, expedited shipping, freight, and special-handling charges are not refundable for customer-choice returns.
• Special-order, custom, modified, keyed, cut-to-length, installed, wired, powered, programmed, and final-sale products are not returnable as stated in this policy.
• An RMA is required before any product is shipped back, and issuing an RMA does not guarantee a refund.

If the customer does not understand or agree to these terms, the customer should not complete the purchase and should contact OpenAxis Supply for clarification before ordering.

OpenAxis Supply may place an order on hold and request written confirmation when product information is incomplete, conflicting, unusually configured, special-order, non-returnable, or when a required acknowledgment was not properly recorded. The order will not be released until the requested confirmation is received. If confirmation is not received within three business days, OpenAxis Supply may cancel and refund the order.

The customer's acknowledgment may be stored with the order record, including the applicable restocking rate, return category, and policy version. This acknowledgment does not limit claims involving an OpenAxis Supply or fulfillment-partner shipping error, approved transit damage, an approved defect claim, or any rights that cannot legally be waived.

Return Merchandise Authorization Required

To request a return, email returns@openaxissupply.com within 30 calendar days after delivery.

Use RMA Request and your order number in the subject line. Include:

• Order number
• Purchaser name and contact email
• SKU, model, and quantity being returned
• Reason for the return
• Product condition
• Clear photos of the item, manufacturer packaging, shipping carton, labels, and any relevant issue

Do not send an item back until OpenAxis Supply provides an RMA number and written return instructions.

Some orders ship directly from a distributor or manufacturer, so the correct return address may differ from the address shown on the original shipment. Returns sent to the wrong address may be refused, delayed, lost, or made ineligible for refund.

The RMA number must be clearly shown on the outer shipping carton, not on the manufacturer's product packaging.

Returns sent without an RMA, sent to the wrong location, sent after the RMA expires, missing required documentation, or containing unapproved items may be refused.

Unless the RMA instructions state otherwise, the approved return must be shipped within 10 calendar days after the RMA is issued.

Conditions for an Eligible Return

An item is eligible for an ordinary return only when it:

• Was purchased directly from OpenAxis Supply
• Has an approved RMA
• Is returned within the approved RMA window
• Is unused, uninstalled, unmodified, and has never had power applied
• Is complete and in resalable condition
• Includes all parts, fasteners, accessories, instructions, templates, keys, cards, documents, and paperwork originally included
• Is in its original manufacturer box or packaging
• Has manufacturer packaging free from writing, tape, shipping labels, markings, damage, or alteration
• Is not identified as non-returnable, special-order, final sale, or restricted from return
• Passes inspection at the authorized return location

An RMA only authorizes the item to be shipped back. It does not guarantee a refund.

If an item is incomplete, used, damaged, installed, altered, missing components, missing packaging, returned to the wrong location, or otherwise not resalable, the return may be refused or the refund may be reduced. If the return is refused, the customer is responsible for the cost of having the item shipped back.

Restocking Fees and Return Shipping

A 30% restocking fee applies to standard eligible returns when the customer ordered the wrong item, ordered too many, no longer needs the item, selected the wrong configuration, experienced a project change, or otherwise changed their mind.

A 50% restocking fee applies to specified manufacturer-restricted, supplier-restricted, nonstock, configured, special-order-eligible, or other restricted products when that fee was disclosed before purchase on the product page, written quote, order confirmation, invoice, or written approval.

The applicable fee will also be confirmed in the RMA approval before the customer ships the item back.

Examples:

• A $100 item subject to the standard 30% restocking fee results in a $70 merchandise refund, before any shipping costs, taxes, or other permitted adjustments.
• A $100 item with a disclosed 50% restocking fee results in a $50 merchandise refund before shipping, tax, or other allowed adjustments.

These examples do not include shipping deductions, freight charges, discounts, credits, or applicable tax adjustments.

The customer is responsible for return shipping when the return is due to customer choice, customer ordering error, over-ordering, project change, or change of mind.

Original shipping, expedited shipping, freight, and special-handling charges are not refundable for customer-choice returns. If an order received free or discounted shipping, the actual outbound shipping cost paid to fulfill the order may be deducted from the refund.

No restocking fee applies when:

• OpenAxis Supply or its fulfillment partner shipped the wrong item
• The item arrived damaged and the damage claim is approved
• A defect claim is approved through the applicable supplier, manufacturer, or warranty process

OpenAxis Supply will cover standard return shipping for an incorrect item or approved damage-on-arrival claim when the customer follows the reporting and evidence requirements in this policy. Shipping costs for later warranty claims are governed by the applicable manufacturer or supplier warranty process.

Non Returnable Products

The following products are final sale and cannot be returned for ordinary customer-choice reasons unless OpenAxis Supply or its fulfillment partner made an error:

• Special-order products
• Nonstock products identified as non-returnable or restricted before purchase
• Made-to-order products
• Manufacturer-restricted or supplier-restricted products identified before purchase
• Custom, modified, fabricated, prepped, machined, engraved, stamped, or cut-to-length products
• Products with custom finishes or custom configurations
• Keyed, keyed-alike, master-keyed, rekeyed, or specially pinned locks, cylinders, and cores
• Programmed or encoded credentials, cards, fobs, keypads, controllers, or access-control products
• Electrical or electronic products that have been installed, wired, powered, programmed, altered, opened, or had a manufacturer seal broken when the supplier or manufacturer prohibits return
• Software, licenses, subscriptions, digital products, and downloadable products
• Clearance, discontinued, closeout, or other products marked Final Sale
• Products damaged by improper storage, installation, field modification, misuse, attempted repair, unauthorized testing, or improper handling
• Products missing original packaging, labels, components, keys, fasteners, instructions, templates, or documentation required for resale

Any product-specific return restriction disclosed on the product page, quote, order confirmation, invoice, or written approval takes priority over this general policy.

Damaged Missing or Incorrect Items

Inspect every shipment as soon as it arrives.

For parcel shipments, report visible damage, missing items, or incorrect items to returns@openaxissupply.com within two business days after delivery. Keep the product, packaging, shipping carton, labels, and packing materials. Send clear photos with the claim.

For truck or LTL freight, inspect the shipment before signing the delivery receipt. Note all visible damage or shortages on the bill of lading. If the shipment is badly damaged, refuse delivery and email returns@openaxissupply.com right away.

Signing for visibly damaged freight without noting the damage may limit the available carrier claim, although OpenAxis Supply will still help review the issue.

Concealed shipping damage must be reported within five calendar days after delivery.

When a claim is approved because the wrong item was shipped, an item was missing, or the product was damaged in transit, OpenAxis Supply will arrange the appropriate return, replacement, repair, refund, supplier claim, manufacturer claim, or carrier claim. No restocking fee will apply to approved wrong-item, missing-item, or damage claims.

An item ordered incorrectly by the customer is handled as a standard return and remains subject to this policy.

Defective Products and Manufacturer Warranties

If a product appears defective, stop using, installing, powering, wiring, programming, modifying, or testing it beyond safe and ordinary inspection. Email returns@openaxissupply.com promptly.

We may request photos, video, product labels, installation details, test results, troubleshooting information, serial numbers, or manufacturer-required documentation before issuing an RMA or submitting the claim.

Depending on the product and when the issue is reported, the claim may be handled under the manufacturer's warranty rather than as a standard return.

Manufacturer warranties vary by product and manufacturer. The applicable manufacturer's written warranty determines eligibility, proof requirements, exclusions, remedy, replacement timing, and whether the product must be returned for inspection.

Manufacturer warranties generally cover the product only. Labor, removal, reinstallation, troubleshooting, programming, field service, loss of use, project delay, and other incidental or consequential costs are not covered unless the manufacturer's written warranty specifically says otherwise.

No restocking fee applies to an approved defect claim. A reported problem is not automatically a confirmed defect. OpenAxis Supply, the supplier, or the manufacturer may need to review the product before approving a remedy.

Order Changes and Cancellations

Contact OpenAxis Supply immediately if an order needs to be changed or canceled.

A change or cancellation is guaranteed only if the order has not been released to the supplier, entered production, been modified, keyed, cut, configured, programmed, packed, or shipped.

Once an order has been released for fulfillment, supplier cancellation charges and the restocking terms in this policy may apply even if the order has not yet shipped.

Custom, modified, keyed, made-to-order, cut-to-length, programmed, or special-order products cannot be canceled after work begins.

If the order has shipped, it must follow the return process above.

Refund Timing

Approved refunds are issued to the original payment method after the item reaches the designated return location and passes inspection.

OpenAxis Supply normally processes an approved refund within 7 to 10 business days after the return is accepted. The customer's bank, card issuer, or payment provider may require additional time to post the credit.

The refund will be based on the merchandise price actually paid, less any applicable restocking fee, non-refundable shipping cost, freight cost, discount adjustment, credit adjustment, or other deduction stated in this policy.

Applicable sales tax will be adjusted as required.

Unauthorized Returns

Products returned without an RMA, returned to the wrong address, returned after the RMA deadline, returned with missing documentation, or returned in a condition different from what was approved may be refused.

Unauthorized returns do not obligate OpenAxis Supply to issue a refund, replacement, or credit.

If an unauthorized or ineligible return is received, OpenAxis Supply may, at its discretion:

• Refuse the shipment
• Hold the item while requesting instructions from the customer
• Return the item to the customer at the customer's expense
• Dispose of the item if return shipping is not paid or instructions are not received within a reasonable time
• Deduct additional costs from any otherwise approved refund where legally permitted

Product Specific Return Categories

Before purchase, products may be identified using one or more return categories:

If no product-specific return category is shown before purchase, the standard eligible return rule applies unless another written quote, order confirmation, invoice, or policy term clearly states otherwise.

Policy Version

The version of this policy in effect on the date of purchase applies to that order.

Changes to this policy apply only to future purchases and do not limit any rights that cannot legally be waived.

Contact

Returns, damage, and warranty claims: returns@openaxissupply.com

Product questions before ordering: sales@openaxissupply.com