At GENEI Hardware Shop, we stand behind the quality of our hardware products and want you to be completely satisfied with your purchase. If you’re not satisfied, we offer a straightforward returns and exchanges process for most items within 15 days of delivery.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original condition – unused, uninstalled, and with all original packaging and tags
  • The item must be returned within 15 days of delivery
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

Due to the nature of our products, the following cannot be returned or exchanged:

  • Padlocks & Key Cables – For security reasons, once opened
  • Safes – Due to their size, weight, and security nature
  • Specialty Door Hardware – Custom or special order items
  • Any item that shows signs of installation, use, or damage

Return & Exchange Process

Step 1: Initiate Your Return/Exchange

Contact our customer service team within 15 days of receiving your order to request a Return Merchandise Authorization (RMA) number. You may use the template below for your request:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:

Dear GENEI Hardware Shop Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return: [Product Name(s) and SKU if available]

Reason for return/exchange: [Please specify]

Preferred resolution: [Refund/Exchange for (specify product if exchanging)]

Please provide instructions for returning the item(s) and any RMA number required.

Thank you,

[Your Full Name] [Your Contact Information]

Step 2: Package Your Return

Once you receive your RMA number:

  • Securely package the item(s) in the original packaging
  • Include all accessories, manuals, and parts
  • Clearly write the RMA number on the outside of the package
  • Do not write on or damage the manufacturer’s packaging

Step 3: Ship Your Return

Ship your return to:

GENEI Hardware Shop Returns
323 Lauren Drive
Tomah, US 54660

We recommend using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error.

Refund Processing

Once we receive and inspect your return:

  • Refund Method: Your refund will be issued to your original payment method (credit card, PayPal, etc.)
  • Processing Time: 3-5 business days after we receive your return
  • Bank Processing: Additional 5-10 business days for the refund to appear in your account, depending on your financial institution

Exchange Processing

For exchanges:

  • We will ship your replacement item once we receive and process your return
  • Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS)
  • You will be responsible for any price difference in the exchanged item

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement at no additional cost to you.

Contact Us

For any questions about our returns and exchanges policy, please contact our customer service team:

Email: [email protected]
Phone: [Insert Customer Service Phone Number]
Hours: Monday-Friday, 8:00 AM – 5:00 PM CST

Note: This policy applies to purchases made through geneihardware.com only. For purchases made through other retailers, please consult their return policies.