• A 20% handling charge will be made for stock goods returned.
• Special Order material, custom orders, and assembled units cannot be returned.
• All returns must be accompanied by a receipt, within 60 days of delivery, in good re-sale condition.
• Special Order items must be paid in full at time of order.
• Special orders and custom products cannot be canceled once production has begun.
• Horner is not responsible for items not picked up after 30 days.

• Customers are required to have someone on site to help unload, check all materials and sign that material is received in full.
• All deliveries are tailgate.
• Free delivery on orders over $1,500.
• There is a $75 delivery charge for orders under $1,500. This does not apply to Builder Accounts.

(Please Note: Contract-sale agreements will override these standard return policies. Refer to your contract for details.)

Custom & Made-to-Order Products — Final Sale
Due to the custom nature of millwork, the following are non-returnable and non-cancelable once production has begun, regardless of reason:

• Items cut, milled, drilled, notched, mortised, or altered to customer specifications
• Custom moldings, trim, and doors made to specific dimensions
• Specialty wood species (e.g., mahogany, white oak, walnut, cherry, hickory, ash, maple)
• Custom colors, stains, or finishes applied per customer request (prefinished products)
• All Special-Order custom items being ordered to customer specifications
• Any order for which shop drawings have been approved by the customer
• Welded Metal Frames; Machined 1 3/4” doors; and Hollow Metal Doors with fabrication cannot be returned.
• Pre-hung Doors; Sheet Stock (ie. plywood, MDF, particleboard, and other sheet products) cannot be returned.
• Locks that have been keyed alike or Master keyed cannot be returned.

It is the customer’s responsibility to verify all measurements, quantities, species, finish, and specifications before approving shop drawings or authorizing production. Horner Millwork is not responsible for errors in customer-provided dimensions or specifications.

Special Order Products — Final Sale
Special order products (items not regularly stocked and ordered specifically for the customer) are non-returnable and cannot be canceled once the order is forwarded to the supplier/manufacturer.

Stock & Standard Items — Returnable Within 60 Days
Non-custom, in-stock items may be requested for return within 60 days of delivery, subject to the following:

• Item(s) must be unused, uncut, unfinished, and uninstalled (i.e., in good resale condition)
• All Hardware items must be in the original packaging with no damage. (i.e., in good resale condition)
• Proof of purchase is required. (Original Invoice / Order Number)
• Contact your sales representative for a Return Authorization Number.   

Restocking Fee
All approved returns of stock items are subject to a 20% restocking fee, calculated on the net product price (excluding shipping).

• Restocking fee applies once the returned item is received and passes inspection by our Return Department Personnel.
• No partial credit given for items returned cut, damaged, or in unsellable condition — no credit will be issued.
• For Trade accounts, refunds are issued on account, minus the restocking fee, within 5–10 business days of inspection.

For all other customers, a check is issued by the company, minus the restocking fee, within 7–14 business days of inspection.

To Request a Return, or if you have Questions about your Order

Email your representative or call us at 800-543-5403; Hours Monday – Friday 7:30am – 5pm; or email us at [email protected] with your invoice number and reason for return. We will be happy to assist you. If your product is approved for return, you will receive an RA# and we will coordinate a pick-up date with you.

Return Shipping Method

A Horner Millwork Driver will be dispatched to the location defined on the Return Authorization document. Horner Millwork is committed to treating returned materials with proper care.

Damaged, Defective, or Incorrect Items

We are committed to delivering excellent products. We will address all product quality issues and manufacturing issues separately from this standard return policy as stated. We will not charge a restocking fee in these situations.

Note: it is necessary that the customer complete the following procedures, so we can address all issues in a timely manner.

• Inspect all deliveries immediately. Shortages, defects, or freight damage must be reported to us for resolution.
• If damage is visible on delivery, refuse the shipment and notify us immediately, and note the damage on the delivery receipt.
• Confirmed defective item(s) or incorrect item(s) will be replaced, repaired or refunded in full at our discretion, at no cost to the customer.

Order Cancellations

• Non-Production Stock item orders may be canceled prior to shipment for a full refund.
• Custom orders cannot be canceled once production has begun (i.e., once shop drawings have been approved by the customer and/or materials are cut/ordered). Contact your representative as soon as possible so we can assist you through this process.

• Service Charges: A service charge of 1-1/2% per month will be charged on invoices paid within terms.
• Return Checks: A minimum $25.00 processing fee will be charged for return checks.

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