Faulty Returns
Damaged Products - Contact us within 48hrs
We are sorry to hear that your order has arrived in a damaged condition. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
To enable us to resolve this for you as quickly as possible, please use the contact us section and provide the following information:
• An image of the damaged item for our investigations
• Images of any damaged packaging
• The online order number
• A description of the damage
• If you would prefer a replacement item (stock prevailing), or a refund
• Part number(s) (if applicable)
• What available collection dates are suitable for you
• Collection address
Once you have the information above please visit our contact us page - click here.
Faulty Products within 1 Year
We are sorry to hear that your product(s) have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
If within 1 year of purchase you return the product with your order confirmation and, provided the fault is not due to customer negligence, we will provide either a replacement product (if stock permits) or a full refund. Replacements and collections are provided at no extra cost to you. This does not affect your statutory rights.
To enable us to resolve this for you as quickly as possible, please use the contact us section and provide the following information:
• An image of the faulty goods for our investigations (if it is a visual fault)
• Part numbers (if applicable)
• The online order number
• A description of the fault
• If you would prefer a replacement item (stock prevailing) or refund
• What available collection dates are suitable for you
• Collection address
Once you have the information above please visit our contact us page - click here.
If a faulty item is deemed to be caused by negligence, no refund (Product, delivery charge, nor return postage) will be made.
Faulty Products from Click & Collect
We are sorry to hear that your product(s) have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
If an item from your Click & Collect order has developed a fault within 1 year of purchasing, please contact your local store (the selected store for this particular order) and ask for a member of staff that deals with their Click & Collect orders and be prepared with the following information:
- Product description
- Part numbers (if applicable)
- The online order number and order date
- A description of the fault
- If you would prefer a replacement item (stock prevailing) or refund
- When the store should expect you to bring the faulty product to the store
You can find your local stores contact information on their store page via our store locator - click here.
If the faulty item is as described and the store has the stock to issue you a replacement you will receive this on the day of returning your faulty product to store. If the store doesn't have this in-stock at the time, they will order the item from our warehouse for you, this may take up to 7 working days for this to arrive in-store. If you wish to receive a refund instead, the store will contact us directly. We will then cancel and refund your order as per their request. Please allow up to 5 working days for the payment to appear back on the card used at checkout.
The staff in-store will test the fault as you have described once they have the goods. If they test the item and deem the item to be non-faulty the member of staff will return the item to you - without replacement or refund.
Non-Faulty Returns
Customer Returning Non-Faulty Goods
Customer Returning Goods for Non Faulty
It is easy to return your unwanted goods within your 14-day ‘right to cancel’ period.
We can accept goods back if:
- The goods are in a sellable condition
- The goods have not been opened and are unused
- All packaging is intact
Please contact us to request a copy of our returns form. Print off, compete and include with your returning item to the address below:
Returns Department
Home Hardware Direct
26a Dalry Road
Ardrossan
North Ayrshire
KA22 7GQ
Once the goods are returned to our returns department, it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 5-10 working days, or up to 48 hours if paid via PayPal, minus the original delivery fee.
If you would prefer our customer service team to arrange the return, please contact us - we can book a collection for a fixed fee of £12.95 for Standard Parcel or £19.95 for Freight Parcel*, which will be deducted from your refund total.
*Freight Parcels are items with a gross weight of 30kgs or over and over 1 meter in any length.
Customer Requested Collection for Non Faulty Goods
It is easy to return your unwanted goods within your 14-day‘ right to cancel’ period.
Please be aware that our collection service is an all-day service running from 8am-6pm , Monday to Friday, and we cannot advise on collection timeslots.
We can accept goods back if:
- The goods are in a sellable condition
- The goods have not been opened and are unused
- All packaging is intact
Please ensure that the goods are suitably packed for collection, either in the original box or suitable packaging.
You will need to let our Customer Care Team know the following:
- What available collection dates are suitable for you
• The online order number
• The collection address
Please ensure that the goods are suitably packed for collection, either in the original box or suitable packaging.
Once the goods are returned to our Distribution Centre it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal, minus the original delivery charge.
Collection Fees are £12.95 for Standard Parcel or £19.95 for Freight Parcel*, which will be deducted from your refund total.
*Freight Parcels are items with a gross weight of 30kgs or over and over 1 meter in any length.
Order Cancellation
Home Delivery Cancellation
You can cancel your order at any time before it’s dispatched. Our pick-and-pack process is very quick, so it’s best to contact us here as soon as possible. Please visit our contact us page - click here
If we can cancel your order before it leaves the warehouse, a full refund including delivery charges will be made to your original payment method within 7 working days of cancellation.
If it’s too late to cancel your order, you can still return the unused item using our non-faulty returns procedure.
Click & Collect Cancellation
We request that you contact your local store directly to cancel the order. The store will then contact our department to confirm that no goods were exchanged - to proceed with cancelling the order.
A full refund will be made to your original payment method within 7 working days of cancellation.