Frequently Asked Questions

Answers to some FAQs; got another question? Contact us!

General Questions, Policies and Procedures

How Do I Request a Return?

What is your Warranty Policy?

How do I order INOX® Products?

Where is the Price?

How do I check my Order Status?

How do I check stock?

Are your products Green or Environmentally Friendly?

ADA Compliance

What INOX® products meet Americans with Disabilities Act (ADA) standards?

ANSI/BHMA

What is ANSI/BHMA?

Finish/Material

What are Finish Codes?

How can I enhance the Oil Rubbed Bronze finish on my hardware?

How do I clean my INOX® leversets and other hardware?

Why is my Oil Rubbed Bronze finish wearing and changing?

I want a different finish on my exterior versus my interior - how do I order this?

What are INOX products made from?

Terms

What is Door Handing?

What does Center-to-Center or CTC mean?

What is a backset, and how do I determine mine?

What is the difference between Tubular & Mortise?

Residential

Mortise Locksets

What are Mortise Functions?

My Latch is Stuck!

How do I change the Handing of my Mortise Lockset?

What door thickness does my Mortise Lockset support?

Tubular Leversets

What is Passage? Privacy?

What is Dummy Lock?

What are Functions?

My Latch isn't working properly. Help!

How do I change the Handing of my Tubular Leverset?

What door thickness does my Tubular Leverset support?

Entry Handlesets

What are the functions?

What door thickness does my Entry Handleset support?

Deadbolts

I've lost my key, how do I get a replacement?

Do you have extension kits for deadbolts on extra thick doors?

What are Functions?

Can I convert a single cylinder deadbolt to a double cylinder deadbolt?

The thumbturn on the inside does not operate the latch.

It's a little rough when I turn the key on my deadbolt.

Multipoint Trim

Is INOX® Multipoint trim compatible with major door manufacturers?

Why does Inox® only sell the trim?

What are the Multipoint Functions?

Keying

What are my keying options?

Can I order new products to match my existing locks?

Can a 6 pin cylinder/lock be keyed to match a 5 pin cylinder/lock?

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Requesting a Return

Items requested for return are subject to a 25% restocking fee; products must be in resalable condition. All returns require an RGA number issued by INOX. Return freight must be paid by customer. Requests made after 30 days from date of invoice will not be authorized. Distributors requesting a return must email returns@unisonhardware.com for an RGA number.

Custom hardware not part of INOX stocked North American product line is not subject to return.

Defective materials are handled within INOX's standard Warranty policy. Defective materials are subject to INOX inspection. Product credit or replacement will be made for defective material, and INOX will credit any freight charges borne by customer return should product be defective. If item is NOT defective, returned product is subject to INOX's normal return policy. In this circumstance, under no condition will credit be issued after 30 days from invoice date.

Responsibility of Customer: Should an item be returned that is not in resalable condition, the customer has five (5) working days to instruct INOX as to how the product is to be ;disposed. All freight charges for disposal are borne by customer. After 5 days, INOX will place all products into the automatic recycling process.

Warranty Policy

Limited Lifetime Mechanical Warranty; Unison Hardware, Inc., warrants that its INOX product shall be free from defects in material and workmanship for three years for Commercial use and for the life of the product for Residential use, excluding components made of wood, leather, or plastic. This warranty extends to the original purchaser and the first consumer owner only. If a product fails due to defect in material or workmanship during the warranty period, we will replace it with the most nearly identical product that we sell at the time. Unison Hardware will not be liable for any labor charges or freight costs incurred in connection with repair or replacement of a product. Our sole and maximum liability for defective goods sold and manufactured by Unison Hardware, Inc. shall never exceed the cost of the subject products.

Limited Lifetime Electronics Warranty: Electronic Door Locks shall be free from defects in material and workmanship for one year.

This warranty does not cover:
a. Damage resulting from negligence, misuse, abuse, or accident occurring during or after installation
b. Damage due to use outside normal architectural requirements
c. Defects resulting from any modification or improper installation
d. Improper torqueing (tightening) during or after installation
e. Improper door preparation
f. Use of residential grade products in commercial applications (public building, restaurants, offices, etc.)
g. Products installed in exterior application and/or exposed to the water, outdoor weather, or elements

Custom Items require special pricing and may not be covered under our warranty. Contact sales@unisonhardware.com for more information.

Limited Lifetime Finish Warranty
Unison Hardware Inc. warrants its INOX products made of stainless steel material and with stainless steel finish (polished or satin) against tarnishing so long as proper, regular care and maintenance occur. This warranty is extended to the original purchaser of INOX products if the user occupies the residential premises on which the products were originally installed.

Not covered under this Warranty:
a. Product that has been scratched or abraded
b. Product that has been incorrectly installed or mistreated
c. Product installed in exterior applications and/or exposed to the water, outdoor weather, or elements, harsh environments, and/or commercial or industrial applications.
d. Living Finishes, which are specifically designed to wear over time (e.g., Oil Rubbed Bronze 10B or Graphite Black 19G finishes)

CeraMax Finishes:
CeraMax™ ceramic coating is guaranteed against finish defects and cracking, chipping, peeling, and flaking under normal use for up to five years (residential interior use) or two years (commercial interior use). Ceramic coating will wear over time under normal use, and this warranty does not cover normal wear and tear of the product (which varies per color of finish) or any damage, alteration, or abuse to the finish from neglect or accidental damage. Exterior installation, exposure to UV light or salt spray will affect ceramic coating as part of normal wear and tear. INOX CeraMax ceramic coating is not UV rated. Contact INOX for information on higher UV CeraMax protection if needed.

UNISON HARDWARE, INC. MAKES NO OTHER WARRANTY, AND ALL IMPLIED WARRANTIES INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ARE LIMITED TO THE DURATION OF THE EXPRESSED WARRANTY PERIOD AS SET FORTH ABOVE. THE COMPANY'S MAXIMUM LIABILITY HEREUNDER IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCT. IN NO EVENT SHALL THE COMPANY BE LIABLE FOR ANY CONSEQUENTIAL, INDIRECT, INCIDENTAL OR SPECIAL DAMAGES OF ANY NATURE ARISING FROM THE SALE OR USE OF THIS PRODUCT, WHETHER IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE.THIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF FITNESS AND MERCHANTABILITY. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION ON THE FACE HEREOF.

Ordering INOX® Products

Select showrooms exclusively distribute our hardware line; we do not sell direct to clients. For the name and location of a distributor near you, please visit the Dealer Locator page, call Unison Hardware at (916)388-1888 or email your request to sales@unisonhardware.com.

Why don't I see the Price on your Website?

Because all Inox products are assembled to order, the price may vary from item to item. Please visit your nearest dealer for pricing.

Checking Order Status

Unison Hardware strives to ship most orders in 3 to 5 business days. However, this may change due to high demand. Once we process your order, you will receive a confirmation with the lead time indicated. Once shipped, you will also receive the tracking number with expected delivery date. Please call Unison Hardware at (916)388-1888 or email your request to sales@unisonhardware.com with any questions.

Checking Stock

We stock most items, however, INOX product is assembled to order so please call Unison Hardware at (916)388-1888 or email your request to sales@unisonhardware.com with any questions.

Green Products / LEED Standards

Our INOX line of fine decorative hardware is manufactured using 95% recycled stainless steel. We utilize stainless steel shavings from our manufacturing processes for maximum green output, and our factories conform to ISO9000 requirements related to recyclable materials. We also use approximately 95% recycled paper products in our packaging and shipping. The shipping of all products and marketing materials meet the ISO14021 Environmental label compliancy requirements.

Our Sacramento facilities recycle according to the State of California and the City of Sacramento's recycling program requirements and we continue to recycle 100% our of scrap metal through local recycling centers.

Which INOX products meet Americans with Disabilities Act (ADA) standards?

Each product that meets or exceeds the ADA requirements is listed with an ADA logo. Please see the specific product page for more information.

ANSI/BHMA

ANSI stands from American National Standards Institute. ANSI's focus is to strengthen the U.S. marketplace position in the global economy while helping to ensure the safety and health of consumers and the protection of the environment. The Institute oversees the creation, promulgation and use of thousands of norms and guidelines that directly impact businesses in nearly every sector: from acoustical devices to construction equipment, from dairy and livestock production to energy distribution, and many more. ANSI is also actively engaged in accrediting programs that assess conformance to standards.

BHMA refers to Builders Hardware Manufacturer's Association and is nationally recognized for its leadership role in ensuring the quality and performance of builders hardware. More than 80 percent of all U.S. manufacturers of builders hardware are BHMA members. Together these companies produce the vast majority of the hardware items used in the nation’s commercial and institutional buildings - from hinges and locks to door controls and exit devices.

What are finish codes?

The Finish Code or Finish is the finished product's outside finish. Door hardware is often the first thing that visitors touch and feel before entering your dwelling, and can set the tone for the rest of your home. Unison Hardware's INOX line offers door hardware in a variety of decorative finish choices that coordinate with other design elements in your home. Choose from Satin Stainless Steel, Polished Stainless Steel, Oil Rubbed Bronze, Graphite Black, Aged Brass, and many others.

How can I enhance the Oil Rubbed Bronze finish on my hardware?

Oil Rubbed Bronze is a living finish. This living finish has no protective coating and is designed to change with time and use. The finish may rub off where used and become darker where it is not. This is considered to be the normal evolution of the finish and is not a defect. No two items will be identical and any item or liquid that comes into contact with the finish can affect the color. Over time, living finishes will vary in color and time, adding character and uniqueness.

Note: Use of plumber's putty, detergents or abrasive cleaners will cause deterioration and/or scratching. We recommend a soft cloth for polishing and routine cleaning.

How do I clean my INOX Leversets?

It is important to clean Stainless Steel regularly. Initially, wash down the surface using soapy water or a mild detergent. Always thoroughly rinse the cleaning agent away with clean, warm water. To complete the cleaning procedure, dry/polish the item with a soft/dry cloth.

Why is my Oil Rubbed Bronze finish wearing and changing?

Oil Rubbed Bronze finish (10B) is a living finish, designed to wear over time and change in appearance. The distressed appearance is what gives oil rubbed bronze its character. Finish discoloration is not applicable to the warranty.

I want a different finish on my exterior versus my interior. How do I order this?

Since each INOX Leverset or Deadbolt is assembled to order, it is possible to have a different finish on the outside than the inside. For more information and pricing, please see your INOX® dealer or contact Unison Hardware for more information.

What are INOX products made from?

INOX® products are made from AISI 304 Stainless Steel. In some circumstances the product may contain brass or steel.

What is Door Handing?

To determine the handing of a door lock, stand outside the room or building facing the door. If the hinges are on the left side of the door, the door is Left Hand (LH). If the hinges are on the right side, the door is Right Hand (RH). Sliding Doors are handed based on whether they slide to the left (LH) or right (RH) when you are outside the opening sliding the door open.

What does Center-to-Center or CTC mean?

“Center to center” or CTC for short is also sometimes referred to as “hole to hole”. This is a measurement used for door pulls and measures the distance between the two attachment points or screw holes. It also refers to the centerline of opening to the other centerline of opening.

What is a backset and how do I determine mine?

In the U.S. there are two common backsets for residential locks, 2-3/8" and 2-3/4". The backset is the distance from the edge of the door to the center of the 2-1/8" bore hole. We will pack your locks with a 2-3/8" or 2-3/4" latch depending on which backset you specify. Dummy sets have no latch and are surface mounted so you can install a dummy set wherever you choose on the door.

What is the difference between Tubular & Mortise?

When you consider hardware, there are two different and distinct types of locks: tubular style and mortise style. One is more secure, and the other is more popular. And while one is easier to install, the other requires special equipment.

The tubular style lock is commonly found on all types of doors, most notably interior residential and office doors. It boasts excellent security for most applications and is usually quite easy to install and replace if standard bore holes are already cut in the door.

A mortise style lock is the most secure form of an entry set. The reason? A special cut in the door allows a longer and thicker mortise to slide into the pocket in the door itself, providing superior protection. These types of locks require special door preparation, so if your door isn't currently cut to fit this kind of lock, you (or a professional installer) will need to use a mortise saw to cut into the door so the lock fits properly. Take note that not all mortise locksets have the same dimension.

What are Mortise Functions?

One of the biggest advantages of specifying mortise locks over other types of locks is the great variety of functions available.

Function, in this case, means how a thing works. Mortise lock functions determine how they work, the features they have, and for what applications they can be used. Knowing the features of a mortise lock and what they do can help you decide what function best suits your application. Below is a diagram of a sample of the different features that you might find on a mortise lock.

My Latch is Stuck!

Carefully uninstall the product from the door. Test the mortise lock in your hand. If the lock is operating correctly, reinstall the product. Once installed, if the lock does not functioning correctly, check the installation. If the product is functioning correctly, you're all set! If the lock is not functioning, please call Unison Hardware.

How do I change the Handing of my Mortise Lockset?

Because each function of the Mortise Locksets varies, please call Unison Hardware before attempting to re-hand your existing Inox Mortise Lock. A customer service representative would be happy to walk you through the process.

What door thickness does my Mortise Lockset support?

Most INOX® product will fit door thickness ranging from 1-3/4" to 3". An additional thick door kit is necessary for a door thicker than 1-13/16". Please consult your dealer for specifications.

What is Passage? Privacy?

Passage knobs/levers are typically used for hallway and closet doors. Both knobs are always free to turn.

Privacy knobs/levers are typically used for bedroom and bathroom doors. Both knobs lock or unlock by a flat pin key on the outside or thumbturn on the inside.

What is Dummy Lock?

Dummy locks are sometimes seen in both outdoor and indoor applications. They are knobs, levers, and handles that are totally non-functional. They are not connected to any latch or locking mechanism, and serve mostly as matching trim in a double door setup (such as with French doors).

What are the Tubular Functions?

The most common Tubular Functions are Passage, Privacy, Half Passage, and Dummy.

My Latch isn't working properly.

Carefully uninstall the product from the door. Test the mortise lock in your hand. If the lock is operating correctly, reinstall the product. Once installed, if the lock does not functioning correctly, check the installation. If the product is functioning correctly, you're all set! If the lock is not functioning, please call Unison Hardware.

How do I change the Handing of my Tubular Leverset?

If the Tubular Leverset is passage or privacy function, simply remove the latch and turn 180 degrees, then re-install the latch. Don't forget to rotate the rose as well.

What door thickness does my Tubular Leverset support?

All INOX® products will fit door thickness ranging from 1-3/4" to 3". An additional thick door kit is necessary for a door thicker than 1-13/16". Please consult your dealer for specifications.

What are the functions of an Entryset?

An Entry Handleset only has two functions: Entry and Dummy. The Entryset has a deadbolt on the top of the escutcheon that is unlocked by the key on the exterior, and a thumbturn for unlocking on the interior. The Entry Dummy is simply the outside trim and a rim dummy cylinder outside with a dummy escutcheon plate inside.

What door thickness does my Entry Handleset support?

All INOX® products will fit door thickness ranging from 1-3/4" to 3". An additional thick door kit is necessary for a door thicker than 1-13/16". Please consult your dealer for specifications.

I've lost my key, how do I get a replacement?

You have some options. First, if you specified KA or Keyed Alike on your order, Unison Hardware most likely has the Key Cut Code. If not, remove the cylinder and take to a locksmith or a local establish that cuts keys. They will provide you with a 5 or 6 numeric code. That code is your key code. You can purchase cut keys there, or order them from Unison Hardware.

Do you have extension kits for deadbolts on extra thick doors?

All INOX® products will fit door thickness ranging from 1-3/4" to 3". An additional thick door kit is necessary for a door thicker than 1-13/16". Please consult your dealer for specifications.

What are the functions of a deadbolt?

What is a Single Cylinder deadbolt and how does it compare to a Double Cylinder deadbolt?

•Single Cylinder: Controlled by a key on the outside and a turn knob on the inside.

•Double cylinder: Controlled by a key on both the outside and inside. Normally used where you have glass next to the lock, as the glass can be broken and and the door unlocked if a turn knob is there.

Can I convert a single cylinder deadbolt to a double cylinder deadbolt?

Yes; however, additional parts may be required. Please contact Unison Hardware for details.

The thumb turn on the inside does not operate the latch.
It's a little rough when I turn the key on my deadbolt.

This is probably due to a misalignment of the inside trim. If the inside trim is too high it will cause the tailpiece to tilt up at an angle, creating extra friction against the retainer pin.

Is INOX® Multipoint trim compatible with major door manufacturers?

Yes, INOX Multipoint Trim is compatible with most door manufacturers.

Why does INOX® only sell the trim?

The multipoint mechanism is part of the door.

What are the Multipoint Functions?

What are my keying options?

Keyed Alike, Keyed to a Specific Code, Master Keying, Grand Master Keying, and Construction Master Keying are the types of keying services Unison Hardware Provides.

Keyed Alike: Each cylinder in the group is keyed alike, so the same key can be used.
Keyed to a Specific Code: Each cylinder is keyed to a specific code. Usually meant to match existing locks.
Master Keying: Cylinders are keyed to a Master Key Schedule.
Grand Master Keying: Keying with 2 or more Master Groups.
Construction Master Keying: Each cylinder is keyed with 2 Change keys per cylinder, and 5 Construction Master Keys.

Can I order new products to match my existing locks?

Yes. You need only to have the key code for the existing lock. This can usually be found stamped on the key; it's a 5 or 6 digit number. If not, you can take the key to a local establishment that cuts keys to have the cuts in the key read. They will give you the code needed. When ordering the keyed item you will choose custom keying, single or double cylinder, whichever is applicable. In the notes section you need to state key to code with the code you received.

Can a 6 pin cylinder/lock be keyed to match a 5 pin cylinder/lock?

Yes, with limitations. Six pin cylinders can only be keyed with 5 pin cylinders by dropping the 6th pin. There is no way a 6 pin cut key will operate a 5 pin cylinder/lock.