Returns & Refunds
Our returns policy is 30 days. If these 30 days have passed since receiving your order, we cannot accept your return or offer you a refund.
If you wish to return any goods to us, please follow the instructions below, depending on how you placed your order:
1. If you created an account:
Please submit a returns request on our returns portal by clicking here: Returns Portal, where you will need to log into your account, then select the order/s you wish to return.
2. If you checked out as a guest:
Please submit your returns request on our returns portal by clicking here: Returns Portal - Guest, where you will need to enter your order details, then select the item/s you wish to return.
Your return request will be reviewed within 24-48 hours Monday-Friday, except Bank Holidays, once this is authorised you will receive an email with return instructions on how to return the goods to us, within 7 days of approval.
To be eligible for a return, your item must be unused and in the original condition as when you received it. The item must also be in its original packaging.
Any item not in its original condition, damaged or missing parts for reasons not due to our error, may only be granted a partial refund.
You must also include the returns form inside the parcel.
Please package your return safely to prevent damage and use an appropriate delivery service. We recommend using a tracked and signed for delivery service to return your items to us.
The cost of the return is your responsibility as a customer, and your refund will not include any delivery charges. An exception is when we send the wrong or defective product.
We cannot process any returns and refunds until the goods have been received at our address, returns can take up 14 days to be processed.
For more information, please view our full terms and conditions.
You can send your items to:
Hiatt Hardware UK Ltd - Returns Department
Once we have received your return and inspected your items, we will send you an email to notify you that we have received your items. You will also receive confirmation of the approval or rejection of your refund.
If your refund has been approved, your refund will be processed back to the original payment method.
Please allow up to 7 calendar days for your refund to become available in your account. We advise you to keep hold of your proof of return until you receive your refund.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you have not received your refund, please double check your bank account.
There is often some processing time before a refund is posted in your account. Please check with your bank or credit card company.
If, after doing so, you still have not received your refund, please contact us, and we will raise an investigation with our finance team.
Telephone: 0800 0590 950
Please note, we only replace items if they are damaged or faulty. Also, please note that we do not offer the exchange of products for another size, finish, or product. You will need to return the unwanted order for a refund and place a new order via our website for your new requirement.
Do not send your item back to us unless advised by our Customer Service team.
Under the Consumer Contracts Regulation, you have the right to cancel the contract for any times purchased on our website, at any time, and for any reason, within the first 14 days.
This does not apply to items personalised or made to your specification.
We are unable to cancel an order once is has been placed on our website, as our dispatch process starts straightaway, however if you contact us by telephone as soon as possible during our opening hours Monday-Friday 9am-5pm, Customer Service will check the status of your order and advise if cancellation is available.
Please note that we cannot combine orders, change the size, edit your billing and shipping details, or add pieces to an existing order once it has been placed. You will have to return the order once delivered or place and additional order.
YOUR STATUTORY RIGHTS
Under the Consumer Contracts Regulations, you have a right to cancel your order for any item purchased on this website and receive a full refund. This does not apply to items that are personalised or made to your specification.
To cancel, you can email us by filling out a contact us form or call us on 0800 0590 950 (Monday – Friday 9 am – 5 pm) within 30 calendar days of delivery of your item(s), quoting your order number.
You must take reasonable care of the item(s) and must not use them.
For more information on your statutory rights, don't hesitate to contact your local Trading Standards Office (www.tradingstandards.gov.uk), Citizens Advice Bureau (www.citizensadvice.org.uk) or visit www.consumerdirect.gov.uk.
*Working days are Monday – Friday, excluding Bank Holidays.