Managing Returns and Claims with Lawrence Hardware: A Guide for Distributors

Lawrence Hardware is a leading manufacturer of commercial-grade door hardware products, including locks, closers, exit devices, and architectural hardware. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.

Introduction

As a Lawrence Hardware distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Door hardware represents a significant investment for building owners and contractors, and proper handling of product issues ensures minimal disruption to construction projects and building operations. Understanding Lawrence Hardware's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Lawrence Hardware and maintaining your reputation in the door hardware industry.

Types of Returns/Claims Available

Limited Warranty Claims

Lawrence Hardware provides warranty coverage for their products, including:

• Mortise locks and cylindrical locks
• Door closers and operators
• Exit devices and panic hardware
• Hinges and pivots
• Door pulls and push plates
• Electronic access control hardware
• Door stops and holders
• Key systems and cylinders

Standard warranty periods typically cover mechanical components for 3-10 years from the date of installation, with finish warranties ranging from 1-3 years depending on the finish type and environmental conditions. Lawrence Hardware's limited lifetime mechanical warranty covers critical internal mechanisms on select premium product lines.

Defective Product Returns

For products exhibiting manufacturing defects or failing to meet performance specifications, Lawrence Hardware maintains a structured return process for evaluation and replacement through their Return Goods Authorization (RGA) system.

Damaged Goods Claims

When products arrive damaged from shipping or handling, distributors can file freight damage claims, which require specific documentation and prompt reporting within the carrier's timeframe (typically within 5 business days of receipt).

Customer Satisfaction Returns

For unused products in original packaging, Lawrence Hardware may accept returns subject to restocking fees (typically 20-30%) when returned within 30 days of purchase. Custom finishes, specially keyed products, or modified hardware may not be eligible for return under this program.

Key Security Program

Due to security considerations, specially keyed products or restricted keyways are generally non-returnable unless through special arrangement and verification with Lawrence Hardware's security department.

Special Order Return Exceptions

For custom or special-order products, Lawrence Hardware has specific policies governing returns, which typically require approval from both sales management and manufacturing departments.

Before Filing a Claim/Return

Required Documentation

Gather these essential items:

• Original purchase order and invoice
• Lawrence Hardware order confirmation number
• Product model numbers and finish codes
• Installation date and location information
• Detailed description of the issue or failure
• Photos of defects or damage
• Door usage conditions and environment
• Maintenance records (if applicable)
• Original warranty registration information
• Building occupancy type and door usage level
• Door preparation measurements and specifications

Eligibility Verification

Before proceeding, verify:

• The product is within warranty period
• Proper installation procedures were followed
• Hardware was installed by qualified personnel
• No unauthorized modifications made to the product
• Door preparation and dimensions meet specifications
• Environmental conditions within product tolerances
• Proper maintenance has been performed
• Compatible components were used together
• Product used in appropriate application and door type
• Finish is appropriate for environmental conditions
• Hardware functions match the door operation requirements

Product Condition Requirements

For returns, ensure:

• Products are clean and free of excessive paint or debris
• All components and fasteners are included
• Original product markings and labels are intact
• Evidence of defect or failure is preserved
• No additional damage beyond reported issue
• Proper packaging to prevent transit damage
• Return authorization information clearly visible
• Key cylinders are returned with keys (if applicable)
• No signs of abuse, misuse, or vandalism
• No excessive wear beyond normal use
• Finishes have not been altered or refinished

The Claims/Returns Process

• Document the issue thoroughly with photos and detailed descriptions
• Contact Lawrence Hardware customer service at 1-800-525-0954
• Complete the Return Goods Authorization (RGA) request form with all required information
• Submit all required documentation to returns@lawrencehardware.com
• Receive claim evaluation and Return Goods Authorization (RGA) number
• Package product according to Lawrence Hardware guidelines
• Include all required documentation with RGA number clearly marked
• Ship to designated Lawrence Hardware facility using specified carrier

For critical security or life-safety products, Lawrence Hardware may offer:

• Expedited replacement shipping
• Technical support for troubleshooting
• Field representative visits for significant issues

Best Practices for Distributors

• Maintain detailed records of door hardware specifications and keying systems
• Document installation conditions and door types at time of sale
• Perform initial inspection of all hardware before delivery to customer
• Take clear photographs showing defects or damage
• Verify proper door preparation and installation compliance
• Build relationships with Lawrence Hardware technical representatives
• Train team members on proper documentation procedures
• Create a dedicated process for handling warranty parts
• Understand door hardware compatibility and applications
• Keep detailed records of all correspondence related to claims
• Verify ADA compliance requirements when applicable

Common Pitfalls to Avoid

• Incomplete documentation of product information and finish codes
• Failing to check for installation-related issues (improper door prep)
• Returning parts with obvious misuse or abuse damage
• Submitting claims without proper inspection and diagnosis
• Missing critical information about door usage and traffic volume
• Not involving Lawrence Hardware technical support for complex issues
• Overlooking improper application vs. actual product defects
• Insufficient packaging causing additional damage during return shipping
• Attempting product modifications or repairs without authorization
• Installing incompatible hardware combinations
• Mixing different types of returns on a single RGA

Tips for Expedited Processing

• Use the standardized Lawrence Hardware RGA form for all submissions
• Include complete model numbers and finish codes exactly as shown on product
• Provide detailed failure description with specific symptoms
• Submit clear, focused photos of defects and product markings
• Include all relevant door information and installation details
• Establish single point of contact for claim follow-up
• Reference original order numbers in all communications
• Submit claims promptly after issue discovery
• Categorize issues correctly (warranty vs. damage vs. application)
• Separate different product types or issues into distinct claims
• Provide clear explanation of how hardware is failing to function
• Include templates or door preparation drawings when relevant

Conclusion

Effective management of returns and warranty claims strengthens relationships with both Lawrence Hardware and your customers. Following these guidelines ensures efficient processing and resolution of all claims, helping you maintain profitability while providing excellent customer service for critical door security hardware.

For access to Lawrence Hardware's portal click here. 

Did you know?

Continuum helps dealers and distributors streamline returns and claims with our Returns Management Software so you can spend less time filing claims, ensure accurate credits, and resolve customer issues quickly and efficiently. Book a demo today to learn more.