Return and Refund Policy

Welcome to the DoorPartsExpress return policy. We specialize in commercial and residential door automation hardware, optical safety light curtains, millimeter-wave radar sensors, vehicle loop detectors, heavy mechanical hardware, and access accessories.

Because our catalog includes precision electronic equipment as well as heavy-duty industrial components, all items undergo electrical bench testing, parameter verification, and strict export packaging before dispatch. Please review our mandatory physical return terms, shipping liability, and claim protocols below.

1. Mandatory Physical Return Requirement & Evaluation Window

  • Mandatory Physical Return: Under no circumstances will a refund be issued while the customer retains the hardware. To qualify for a refund, the purchased item must be physically shipped back, received at our designated testing facility, and pass technical bench inspection.
  • 14-Day Return Window: Return requests for standard catalog products (radar sensors, vehicle loop detectors, receivers, standard transmitters, and brackets) must be submitted within 14 calendar days of verified carrier delivery.
  • Strict Resalable Condition:
  • Returned products must be 100% brand-new, uninstalled, never mounted, and never energized on a job site.
  • Extruded aluminum housings and optical lenses must show zero tool marks, mounting scratches, or terminal wear.
  • All original brand-neutral cartons, internal protective foam, factory-supplied shielded cables, terminal blocks, mounting brackets, and manuals must be returned intact.
  • Restocking & Inspection Fee: All approved discretionary returns are subject to a 20% restocking fee to cover factory electrical bench testing, optical sensor recalibration, and repackaging.

2. Customer Return Shipping & Customs Duty Responsibilities

  • Customer Pays All Return Freight: The customer is solely and exclusively responsible for arranging, booking, and paying all return international courier shipping costs. We do not provide prepaid return shipping labels under any circumstances.
  • Mandatory Courier Service: Returns must be dispatched via a recognized tier-1 international courier (DHL, FedEx, or UPS) with an active end-to-end tracking number and signature delivery confirmation. Parcels lost or damaged during return transit are the sole responsibility of the customer.
  • Import Clearance, Duties & Taxes: Any destination import duties, brokerage clearance fees, statutory VAT, or handling charges assessed when the returned parcel enters our inspection warehouse must be fully prepaid or borne by the customer. If our facility is charged inbound duties, the exact amount will be deducted from your final refund.
  • Non-Refundable Outbound Shipping: Original outbound delivery costs paid at checkout (standard base express courier rates starting at $30.00 USD and any mandatory $22.00 USD oversized handling fees for safety light curtains $\ge$ 1.0m) are strictly non-refundable and will be deducted from the total refund amount.

3. Return Merchandise Authorization (RMA) Process

  1. Submit RMA Request: Contact support@doorpartsexpress.com with your order number, clear photographs of the uninstalled product, and reason for return.
  2. Obtain RMA & Address: Once approved, our support team will issue an official RMA tracking code and the designated return warehouse address. Returns shipped without an authorized RMA code will be rejected at destination customs and returned to sender at the customer’s expense.
  3. Dispatch & Upload Tracking: Ship the parcel within 7 business days of RMA issuance and provide the commercial tracking number to our support desk.
  4. Bench Inspection & Payout: Returned items undergo functional bench testing within 3–5 business days of physical receipt. Once verified as uninstalled and non-damaged, your refund (minus outbound freight, 20% restocking fee, and any inbound clearance charges) will be issued to your original payment method.

4. Heavy Hardware, Top Plates & Ocean Freight (Final Sale)

  • Strictly Non-Returnable: Heavy structural components (including heavy-duty top plates, industrial steel track assemblies, and commercial door operators) and orders shipped via Ocean Freight (LCL/FCL containers or palletized cargo) are Final Sale and cannot be returned or refunded once dispatched from our warehouse.
  • Bill of Lading (BOL) Inspection: For ocean and palletized freight, the consignee must physically inspect all outer packaging and pallet banding before signing the driver’s Bill of Lading (BOL). Any exterior damage must be explicitly marked on the delivery receipt before driver departure and reported within 48 hours to preserve freight carrier insurance claims.

5. Strict Technical Exclusions (Void Warranty & Return)

The following conditions void all return, refund, and warranty protections:

  • Cut or Stripped Cables: Safety light curtain cables (standard multi-core with copper braid and foil shielding)[cite: 1] or radar wiring that has been cut, shortened, stripped, or spliced in the field.
  • Voltage Misapplication & Electrical Burn: Connecting low-voltage hardware (12–24V AC/DC sensors or LD-102/202 loop detectors) directly to 110V/220V AC mains power[cite: 1], or reversing DC supply polarity.
  • Missing Consumables (Transmitter Batteries): Handheld remotes (LSK4, BR433, RB432 series) are dispatched without 12V dry cells due to air safety regulations[cite: 2]. Missing local batteries do not constitute grounds for return or claim[cite: 2].
  • Custom Extrusions: Custom light curtain profile lengths exceeding 2.0 meters[cite: 1] or tailored firmware configurations are final sale.

6. Defective on Arrival (DOA) & 12-Month Hardware Warranty

  • 7-Day Out-of-Box DOA Claim: If an item arrives physically damaged by the courier or fails initial bench testing, contact support@doorpartsexpress.com within 7 calendar days of delivery with:
  1. Order confirmation number.
  2. Photos of the outer packaging, carrier label, and serial sticker.
  3. A short video verifying terminal connections, verified supply voltage, and diagnostic LED indicator lights (e.g., Red/Green status light)[cite: 1].
  • DOA Resolution: Once confirmed as a transit casualty or factory manufacturing defect, a brand-new replacement unit will be dispatched via express air courier. If a refund is requested instead of a replacement, the damaged unit must still be returned to our facility following the standard RMA return process.
  • 12-Month Warranty: All electronic sensors, radars, loop detectors, and receiver boards carry a 12-month manufacturer warranty covering internal circuit component failures under normal operating conditions.

7. Order Cancellations

  • 2-Hour Window: Cancellation requests must be submitted to support@doorpartsexpress.com within 2 hours of ordering.
  • In-Transit Lock: Once an order has completed bench testing, entered the neutral packaging queue, or received an international courier waybill, it cannot be canceled, redirected, or recalled.

Support & RMA Department

  • Store: doorpartsexpress.com
  • Email: support@doorpartsexpress.com
  • Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)
  • Response Commitment: Technical assistance and RMA reviews are processed within 12 to 24 business hours.