Hale Pet Door Return and Exchange Policy

  • A new, undamaged, “in the box” product can be returned within 30 days from date of purchase for a full refund, less shipping.

  • A new, undamaged, “in the box” product can be returned within 31-90 days from date of purchase for a refund minus a 10% restocking fee and shipping

  • All original packaging and inserts must be intact and returned with the door.

  • A door that has been damaged during shipping will be exchanged upon receipt and inspection of damaged door.
    • If door is damaged during initial shipment, customer has the right to refuse package at the time of delivery.  Please contact Hale’s customer service department to discuss replacement and return procedures.  Hale will issue a damage call tag and arrange pickup.  Please retain all damaged shipping cartons and packing material for inspection by shipper.

    • If door is damaged upon return shipment, customer is responsible for contacting shipper, issuing damage call tag, and making arrangements for reimbursement.

  • A door that has been damaged through no fault of HSPD Manufacturing, Inc. can be returned for exchange for up to 50% credit towards the cost of a new door within 30 days from the date of purchase.  No returns or exchanges will be accepted after that date.

  • A custom built door can be returned for exchange within 30 days from the date of purchase for 50% credit towards the cost of a new door.  No exchanges can be made after 30 days.  New door will be shipped upon receipt and inspection of original door.

  • The customer is responsible for return shipping charges.

  • If a return or exchange is needed at any time and for any reason, please call the dealer where you purchased the door.  If you did not purchase the door from one of our dealers, please call Hale directly at 1-800-636-4773 to receive a return authorization number.  Or for your convenience you may fill out our online form.  Please include this RMA number on any correspondence regarding your return.  No returns or exchanges will be accepted without this RMA number.

  • Returns must be sent back to our Colorado factory location at: 213 South 8th Street, Canon City, CO  81212.

As custom orders are handled differently under the return policy, we are clarifying what products are considered custom.  Outlined below are the four instances that constitute custom orders.

CUSTOM PRODUCTS

  • Any product that includes glass - panels, windows, storm window replacements
  • Any pet door that has had modification made at the factory - frames that have been cut down
  • Custom cut screen doors
  • Pet doors ordered with an interior AND exterior security cover
  • All non-standard size pet doors - custom measured
  • All ramps and barriers are considered custom.
October 28, 2009 00:00