Returns Policy:
Last update 12/16/08
Generally, anything purchased may be returned for full credit within 30 days of purchase, as long as you have a receipt and the merchandise is in first-class, resalable condition.
Here are the exceptions:
- Merchandise which has been cut, mixed or otherwise modified from its’ original form is not returnable.
- Custom or special-ordered merchandise is not returnable.
- Service charges, like a delivery fee or a shipping fee, are not refundable.
- Some items may incur a restocking charge, including lumber and building materials.
- Refunds will be issued in the same form of payment originally used for purchase. We do not offer store credit.
- Products that have been used, but are not defective, will not be accepted for return. We don’t have a rental offering at this time.
- Important: Returns or exchanges for product defect will be handled in accordance with the manufacturer’s policies. In some instances this may require the product to be reviewed by the manufacturer or their representative. This may result in a delay in determining how we will handle returns due to product defect.
- Any PPE product is not returnable due to COVID exposure
Procedure for returning merchandise purchased using our web site:
- If you have any questions please contact us.
- Pack the item(s), along with a copy of your invoice, securely in a shipping container.
- We receive daily weekday delivery from the US Postal Service and United Parcel Service. Ship items directly to our store using this shipping address:
Cox Hardware & Lumber
1923 Wayside Drive
Houston, Texas 77011
- Ship via your chosen carrier.
- You are responsible for paying the return freight charges. If the return is a result of our error, subject to our sole determination, we'll refund normal shipping cost to you with your merchandise credit.
- We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for the purchase.
Merchandise Lost or Damaged During Shipping:
All our products are shipped in new condition. All shipments are sent "Signature Required." Cox Hardware, Inc. is not responsible for any products lost or damaged during shipment. If a loss or damage occurs during shipping it is your responsibility to file a damage claim with the freight carrier. Please follow these common-sense guidelines for accepting your shipment when it is delivered by the package carrier representative:
- Do not accept any package that is obviously damaged, is crushed, or has obviously been opened and resealed. We ship our orders in new boxes, securely taped. This is the very best way to prevent freight issues - do not accept damaged or resealed boxes.
- If damage is concealed and not discovered until you open the box, keep all packaging and shipping material. Photograph the box and the damaged merchandise if possible, as this can help with your claim.
- Contact the shipping carrier, normally UPS, and file a claim. Take notes and write down whom you speak with and what they say.
- Also contact us. We may be able to assist you and the carrier in resolving the issue.
- Do not return the package or the merchandise to us.
Requirements for returning merchandise in person:
- Returns must be made within 30 days of the date of purchase
- Proof of purchase in the form of the receipt or invoice number is required for all returns
- Personal identification is required for cash returns.
- If no personal identification is available we will not accept the product for return.
Return Privacy:
- We respect your privacy.
- In some return situations, such as those requiring communications with a manufacturer, we will need to collect some personal information about you. This will in most instances be limited to your name, your mailing address and some contact information like a phone number or e-mail address.
- We may be required to share that information with our vendors or business partners in order to process the return or exchange. A credit card company may want us to verify your name or address, for example. Another request may come from a manufacturer who wants to contact you regarding a defective product or service. Most manufacturers don't care about that, but in certain situations they may need to send you additional information that we don't have.
- Information collected will be treated as confidential and secured appropriately to prevent unauthorized access.
- We do not sell or trade your personal information, nor will we use it for marketing purposes.