Refund policy

At SNBTLA, your satisfaction is our top priority. We are committed to providing high-quality architectural hardware along with exceptional customer service. If you are not fully satisfied with your purchase, we are here to assist you with an easy return or exchange process.

If you have any questions or need to initiate a return, please contact our Customer Support Team at support@snbtla.com.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must meet the following conditions:

  • The item must be in its original, unused condition without man-made damage.
  • The item must be in its original packaging with all included accessories, hardware, and instruction manuals.

Please note: Items returned after 30 days of delivery will unfortunately not be eligible for a refund or exchange.

How to Initiate a Return

  1. Contact Us First: Prior to shipping any item back, please contact us at support@snbtla.com with your order number and reason for return to obtain the correct return warehouse address.
  2. Important Return Guidelines:
    • Do NOT send items back to the address on the original shipping box without contacting us first.
    • Do NOT use Cash-on-Delivery (COD) for return shipments. Parcels sent via COD will be rejected.

Return Shipping Costs

  • Customer Responsibility: If you are returning an item due to change of mind or personal preference, you will be responsible for paying the return shipping costs. Shipping fees are non-refundable.
  • Defective or Wrong Items: If the item received is defective, damaged in transit, or incorrect, please email us with photos/videos of the issue. We will provide a free replacement or cover the return shipping costs.
  • Trackable Shipping: For returned items valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned package if it is lost in transit without tracking.

Exchanges

We replace items if they are defective, damaged, or if you ordered the wrong size/specification. If you need to exchange an item for the same model, please email us at support@snbtla.com. Once we receive and inspect your returned item, we will dispatch your replacement shipment.

Refund Process

Once your returned package is received and inspected by our warehouse, we will send you an email notification confirming receipt and whether your refund has been approved.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–7 business days.
  • Late or Missing Refunds:
    1. Check your bank or credit card account again as processing times can vary.
    2. Contact your credit card company or bank, as it often takes some processing time before a refund is officially posted.
    3. If you have completed these steps and still have not received your refund, please reach out to us at support@snbtla.com.