dormakaba support
dormakaba return policy for repair and replacement

Product Returns

dormakaba is proud to manufacture high quality products. If your product does not meet the dormakaba standard of materials or workmanship, then a repair or replacement may be available. Please review the information below to see if you qualify for a product return and then submit an RMA Form or contact the appropriate customer service representative. Do not return or ship any products to dormakaba without first getting an approval or confirmation from dormakaba.

Lodging Systems

If a dormakaba lodging product is defective in materials or workmanship, you may submit an RMA request. Please fill out the information on the form and dormakaba will review your request. Do not return or ship any products until you have received a RMA number or confirmation email.


The RCI RMA form provides information and instructions for the return of merchandise purchased from Rutherford Controls. This form is for RCI Distributors - if you are not a distributor, please contact your point of purchase to request an RMA. The RCI Returns Department will process your request and contact you shortly with an RMA number if you are approved for your product return.
Do not ship any products until you have received an RMA number.

Keyscan RMA Form

You may submit an electronic request to return merchandise purchased from Keyscan. All returns must be pre-authorized by Keyscan and shipped in accordance with our returns procedures as outlined. To access the Return Merchandise Form, select the link below. Please be sure to complete all the required fields. Complete the Keyscan RMA Request form and submit for pre-authorization. If approved, you will receive a Returning Merchandise Authorization (RMA) number and a commercial invoice (for returns outside Canada) from Keyscan via email. Do not ship your returns before receiving an RMA number.

Door Hardware, Interior Glass Systems, & Entrance Systems

​​​​​​​Product Seller Returns: If a product is claimed to be other than as warranted, Seller, upon notice promptly given, will either examine the goods at Buyer’s site or issue shipping instructions for return of product to the Seller (transportation costs prepaid by Buyer and all cost associated with the removal and reinstallation of such product to be the sole responsibility of Buyer).

Product Purchaser Returns: Time and quantity are of the essence. Delivery must be on the date indicated by Buyer. Buyer will have no liability for payment of Products delivered to Buyer which are in excess of quantities specified in the Purchase Order or in releases and Buyer may return over shipments to Seller at Seller's expense for all packing, handling, sorting and transportation charges. Buyer may, from time to time, change delivery schedules or direct temporary suspension of scheduled shipments. Buyer will be responsible for additional costs of expedited or other special transportation that Buyer may require as a result of changes to its firm releases or delivery schedules to the extent that  such changes were not caused by Seller, and (ii) Buyer can recover such costs from its own customers.