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Returns & Refunds


POLICY

Our returns policy is 30 days. If these 30 days have passed since receiving your order, we cannot offer you a refund.

 

If you wish to return any goods to us, please submit your returns request on our returns portal by clicking here: Returns Portal, where you can select the order you wish to return.

Once your return request is reviewed you will receive an email within 24-48 hours with details on how to return your order.

If you did not create an account when you placed your order you will not be able to submit your return request via the portal, please email our team on websales@hiatt-hardware.com with your details for return and we will provide you the returns form to include inside your parcel.

 

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.

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. 

We cannot process any returns and refunds until the goods have been received at our address. 

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.

 

For more information, please view our full terms and conditions.

 

You can send your items to:

Hiatt Hardware UK Ltd - Returns Department

Moorsom Street

Birmingham

United Kingdom

B6 4NT


REFUNDS

 

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.

 

Email: websales@hiatt-hardware.com 

Telephone: 0800 0590 950

 

EXCHANGES

 

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.


 

CANCELLATIONS

 

Under the Consumer Contracts Regulation, you have a right to request cancellation of your order for any item/s purchased on this website, before it reaches processing status with our warehouse and receive a full refund.

This does not apply to items personalised or made to your specification.

Please contact us by telephone as soon as possible after placing your order, and Customer Service will 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.

 


 

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.

 

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