Return Policy
We want you to be completely satisfied with your HURD replacement parts. Please review our return policy before placing your order.
Important: Many items are made to order
Window sashes, door panels, screens, and balance assemblies are custom manufactured for your specific window. These items are non-returnable. Please ensure you have the correct measurements before ordering.
30-Day Return Window
Returns are accepted within 30 days from the date of delivery. No returns will be accepted after this time for any reason. All returns must be pre-approved and have a Return Goods Authorization (RGA) number.
Contact for RGA: Theresa Donmoyer, Customer Support
Email: returns@hurdreplacementparts.com
Returnable Items
The following items may be returned with a 30% restocking fee:
- Hardware (locks, handles, latches)
- Crank handles
- Hinges
- Screen frames
Non-Returnable Items
These items are custom made to order and cannot be returned:
- Window sashes (custom made to order)
- Full window units
- Door panels
- Screens (custom sized)
- Grilles / Mullions
- Balance assemblies
- Operators (crank mechanisms)
- Orders requiring signature approval for specifications
Return Process
Request an RGA Number
Email returns@hurdreplacementparts.com with your order number and reason for return. You must receive an RGA number before returning any item.
Prepare Your Return
Package the item in its original packaging. Include a copy of the RGA number inside the package. All return shipping costs are the customer's responsibility.
Ship to Our Facility
Send your return with tracking to ensure delivery. Items returned without an RGA number will not be processed.
Refund Processing
Once we receive and inspect your return, a refund will be processed. Items must be in "sellable as new" condition to qualify for a refund.
Defective Items
If you believe a replacement part is defective, we require documentation within 24 hours of receipt:
- Clear photograph showing the defect
- Written description of the problem
- Email to returns@hurdreplacementparts.com
We will evaluate your claim and work with you to resolve the issue promptly.
Additional Fees & Conditions
Return Item Conditions
To qualify for a refund, returned items must meet these conditions:
- In original packaging with no tears, non-original tape, or writing
- Packaged the same way it was received (bubble wrap, paper, etc.)
- Secured to prevent shifting during return shipping
- No damage from installation attempts or handling
- In "sellable as new" condition
Note: Any damages incurred during return shipping are the sole responsibility of the shipper (customer). We recommend using insured shipping with tracking.
Need to Start a Return?
Contact our customer support team to request an RGA number and begin the return process.