Refund policy

Last updated: July 30, 2026

Commercial building products are often sourced, configured, finished, keyed, packaged, or manufactured for a specific order. Atlas will handle return requests fairly, but not every product is returnable.

Contact Atlas before returning any product. Products sent without an approved Return Merchandise Authorization may be refused.

Requesting a return

Customers have 30 calendar days from the delivery date of the specific product being returned to request a Return Merchandise Authorization, or RMA. For split shipments, each delivered product has its own independent 30-day request period. The return window applies to the request for authorization; the product must not be shipped until Atlas provides return instructions.

To request an RMA, contact Atlas and provide:

• the Atlas order number;
• the product and quantity involved;
• the reason for the return;
• photographs when requested; and
• any other information needed to confirm the product's condition and return eligibility.

A return request does not guarantee approval. Manufacturer or distributor approval may be required.

General return requirements

To be considered for return, a product generally must be:

• unused;
• uninstalled;
• unaltered;
• complete with all parts, instructions, keys, fasteners, and accessories;
• in its original manufacturer packaging; and
• in resalable condition.

Opening a package only to inspect an item does not automatically make the product returnable or non-returnable. The product, packaging, and supplier rules will be considered together.

Products generally not returnable

The following products are generally non-returnable:

• custom-made or custom-configured products;
• keyed products;
• special-order products;
• products with custom finishes, sizes, machining, engraving, fabrication, or other customer-selected modifications;
• products identified by the manufacturer or distributor as non-returnable;
• installed, used, altered, damaged, incomplete, or incorrectly repackaged products;
• opened packages when the product is sold only as a complete case or package and the supplier will not accept a partial return; and
• discontinued, clearance, or final-sale products when identified as such before purchase.

Atlas will make reasonable efforts to identify known non-returnable conditions before accepting an order.

Restocking fees

If a manufacturer or distributor charges a restocking fee for an approved return, Atlas will pass through the actual restocking fee. Atlas will not increase a manufacturer or distributor restocking fee for profit.

Any approved return charges will be communicated before the customer sends the product back whenever the information is available.

Return shipping

Atlas will provide the approved return destination and shipping instructions with the RMA.

For an approved customer-requested return when Atlas supplied the correct product, the customer is responsible for return shipping. If Atlas shipped the wrong product, Atlas will pay all reasonable return shipping costs. Damage claims and warranty claims follow the applicable carrier or manufacturer procedures.

Products must be packed securely and returned using the instructions provided. The customer should retain the shipment receipt and tracking information.

If Atlas ships the wrong product

If Atlas ships a product different from the product ordered:

• Atlas will correct the error;
• Atlas will issue an RMA;
• Atlas will arrange return of the incorrect product at Atlas's expense; and
• Atlas will ship the correct product.

Contact Atlas before installing or using the incorrect product.

Damaged shipments or shortages

Report shipping damage, missing cartons, shortages, or other delivery discrepancies within two business days after delivery whenever reasonably possible. A delayed report may make a carrier claim more difficult, but this request does not waive rights that cannot legally be waived. Keep all products, cartons, labels, and packing materials until Atlas provides instructions.

Atlas may request photographs, the carrier's delivery record, and other information needed to work with the manufacturer, distributor, or carrier.

Cancellations

Contact Atlas immediately if you need to request a cancellation.

Orders generally cannot be canceled after they have been submitted for processing because many products are ordered specifically for each customer. A cancellation request is not approved unless Atlas confirms the cancellation in writing.

If the order can still be canceled, Atlas will explain any manufacturer, distributor, payment, or processing charges that apply before completing the cancellation.

Refunds

After an authorized return is received, inspected, and accepted, Atlas will calculate the approved refund based on the product amount paid, less any disclosed restocking fee, return-shipping charge, or other approved deduction.

After an approved return has been received, inspected, and accepted, Atlas will issue the refund within five business days. Approved refunds will be issued to the original payment method unless another method is required by law or agreed in writing. The customer's bank or payment provider may require additional time to post the refund.

Original outbound shipping charges are non-refundable unless Atlas caused the error or applicable law requires otherwise.

Manufacturer warranties

Product warranties are provided and determined by the manufacturer. Atlas will assist customers throughout the manufacturer warranty process, including helping identify the applicable warranty and submitting information reasonably required for the claim.

A warranty claim is different from a return request and may be governed by the manufacturer's warranty terms.

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