Returns, Cancellations & Refunds
At Hankford Supplies, we primarily serve commercial and hospitality clients through both project-based FF&E orders and standard online product purchases. Because these order types differ in scope, sourcing, and fulfillment, returns, cancellations, and refunds are handled according to the applicable category outlined below. Many orders involve coordination with manufacturers, logistics partners, or cross-border shipping, which may limit the ability to make changes once processing has begun.
All requests are subject to review and must be approved in writing by Hankford Supplies. Customers are encouraged to carefully review product details, specifications, quantities, and applicable policies prior to placing an order to ensure accuracy and alignment with their project or purchasing needs.
General Policy Overview
Standard Online Products
Certain products offered through our online shop—such as standard PTAC units, pole lights, high bay lights, and other non-custom, stock items—may be eligible for return or refund under the conditions below, unless otherwise stated on the product page.
Returns (Standard Products)
- Return requests must be submitted within a reasonable time after delivery and require prior written authorization.
- Products must be unused, uninstalled, undamaged, and returned in original packaging.
- Return shipping costs, restocking fees, and other applicable charges may apply.
- Unauthorized returns may be refused or returned at the customer’s expense.
Refunds (Standard Products)
- Refunds are issued only for approved returns.
- Approved refunds will be processed using the original payment method or as otherwise agreed in writing.
- Shipping charges, handling fees, duties, taxes, brokerage fees, and customs costs are non-refundable, unless expressly stated in writing.
Project-Based & Custom FF&E Orders
Project-based orders, bulk purchases, custom-manufactured items, and products sourced or produced to meet specific design, brand, or performance requirements are subject to stricter limitations.
Returns (Project-Based Orders)
- Custom, made-to-order, or project-specific items are generally not eligible for return.
- Any exception must be approved in writing and may be subject to additional conditions.
Cancellations (Project-Based Orders)
- Cancellation requests depend on the stage of sourcing, production, or shipment at the time of the request.
- Orders that have entered production, customization, or logistics coordination may not be eligible for cancellation.
- Approved cancellations may incur fees to cover costs already incurred, including materials, manufacturing, logistics, or administrative expenses.
Refunds (Project-Based Orders)
- Refunds are issued only if approved and are not guaranteed.
- Approved refunds may be partial and subject to deductions for costs already incurred.
- Shipping, handling, duties, taxes, customs fees, and third-party charges are non-refundable unless otherwise agreed in writing.
Damaged or Incorrect Orders
If products arrive damaged or incorrect due to an error on our part, customers must notify Hankford Supplies within a reasonable time after delivery. Supporting documentation, including photographs and shipment details, may be required to evaluate the claim and determine an appropriate resolution.
How to Submit a Request
All return, cancellation, or refund requests must be submitted in writing using the contact information provided on our website. No returns or adjustments will be processed without prior written authorization.
Policy Updates
Hankford Supplies reserves the right to modify or update this policy at any time. Any changes will be posted on this page and will apply to orders placed after the effective date of the update.
If you have any questions about this Policy or our practices, please contact us.
Thank you for trusting us with your information. We are committed to safeguarding your privacy as you engage with our hospitality FF&E solutions, project inquiries, and related services.