Frequently Asked Questions

General Questions, Policies and Procedures

How Do I Request a Return?

What is your Warranty Policy?

What terms and conditions are applicable to INOX orders?

How do I order INOX® Products?

Where is the Price?

What is your Shipping and Freight Policy?

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?

No credit will be issued for returned goods unless such return is authorized directly by INOX. A minimum 30% handling and restocking charge will be assessed in connection with the return. Shipping and Freight terms will be specified on the Return Goods Authorization (RGA) form. Returned goods must be in resaleable condition, or goods will be destroyed and no credit issued. No goods will be accepted for return after 6 months, and no RGAs will be issued for less than $25.

Distributors requesting a return should email returns@unisonhardware.com for an RGA.

WARRANTY RETURNS

A credit in the amount of the original purchase order will be issued after returned product is inspected and defect is confirmed.

Limited Mechanical Warranty: Unison Hardware, Inc. (“INOX”) warrants its products shall be free from defects in material and workmanship under normal use and regular service and maintenance, excluding components made of wood, leather, or plastic. This Warranty extends to the original purchaser and first consumer owner only.

This warranty does not cover:

• Damage resulting from negligence, misuse, abuse, or accident occurring during or after installation
• Damage due to use outside normal architectural requirements
• Defects resulting from any modification or improper installation
• Improper torquing (tightening) during or after installation
• Improper door preparation
• Use of residential grade products in commercial applications
• Products installed in exterior application and/or exposed to the water, outdoor weather, or elements

If a product fails due to defects in material or workmanship during the warranty period, INOX will replace it with the most nearly identical product which we sell at the time. INOX 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 INOX) shall never exceed the cost of the subject products.

Custom Items

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

Finishes
With regular care and maintenance to remove stains, dirt, and condensation, Finishes are also covered as follows:

*Exterior means doors facing outside of the property but with overhang.  Products that are completely exposed to the weather are not included in this warranty unless they have an IP65 outdoor rating.

** Only for products with IP65 outdoor rating.

This warranty does not cover:

• Damage resulting from using installation compounds that are harmful to brass and metal finishes or using improper cleaning solutions such as disinfection/antibacterial solutions or any cleaning detergent containing chlorides, alcohol or lime deposits
• Product installed in exterior applications and/or exposed to the water, outdoor weather, or elements, harsh environments, and/or commercial or industrial applications
• Changes to finish that normally take place with the passage of time
• Use in any manner contrary to INOX’s printed instructions

CeraMax Finishes

CeraMax ceramic coating finishes are guaranteed against finish defects and cracking, chipping, peeling, and flaking under normal use for up to two years for commercial 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 accident. 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. No representative or employee of INOX/Unison Hardware, Inc. is authorized to make any modification or addition to this warranty.

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.

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.

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

What is your Shipping and Freight Policy?
All shipments are F.O.B. Sacramento CA. Shipping is prepaid to the contiguous U.S. on orders having a value of $1,000 net with standard discount. Freight prepaid on orders of $2,500 net or more to Alaska, Hawaii, and Canada. Shipping and Freight prepaid on shipments of $2,500 net or more for projects with deeper than standard discounts. Any other international destination shipping and/or freight to be quoted. Any request for shipments not falling under these guidelines may be subject to a handling charge. 

INOX will not provide consignee or third-party freight billing. 

Requests for shipping methods other than ground (e.g., Next Day, 2 Day, 3 Day, etc.) must be made in writing.

How do I check the status of my Order?

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

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.

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 meets 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% of scrap metal through local recycling centers.

Each product that meets or exceeds the ADA requirements is listed with an ADA logo. Please see the specific product page for more information. Note that our levers and surface pulls are ADA compliant when installed within ADA guidelines.

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 builder hardware. More than 80 percent of all U.S. manufacturers of builder 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.

The Finish Code is the product's outside finish. Door hardware is often the first thing that visitors touch and feel before entering your home 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.

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 it is touched 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.

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.

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.

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

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

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 and sliding the door open.

“Center to center” or CTC for short is also sometimes referred to as “hole to hole”. This is a measurement used for door pulls. It 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.

In the U.S. there are two common backsets for residential tubular 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.

Mortise locks are typically 2-3/4" backset, but can also have 2" or 2-1/2" options.

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 that the lock fits properly. Take note that not all mortise locksets have the same dimensions.

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

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.

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 function correctly, check the installation. If the product is functioning correctly, you're all set! If the lock is not functioning, please call Unison Hardware.

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.

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.

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

Privacy levers or knobs are typically used for bedroom and bathroom doors. The door will lock or unlock by a pin or thumbturn on the inside and can be unlocked in case of emergency with a release on the outside.

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).

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

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

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.

All INOX product will fit door thicknesses 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.

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.

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.

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.

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.

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 the door unlocked if a turn knob is there.

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

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 Universal Multipoint trim compatible with major door manufacturers?

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

The multipoint mechanism is part of the door.

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.

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.

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.