Our Commitment to Your Satisfaction: Return & Exchange Guide
At That Hardware Store (“THS”), we prioritize your satisfaction. We’re here to serve you and fulfil your requirement.
Returns & Exchanges
The customer is eligible for return/ exchange in case of the following scenario:
- Product is damaged/ defective/ altered
- Incomplete delivery/ items are missing
- Significant difference in product as compared to information provided on THS website
The customer is not eligible for return/ exchange, if:
- The product is no longer needed
Damage to the product during customer handling/ installation
To initiate a Return or Exchange request, please follow these steps within 7 days of receiving your delivery:
- Provide a clear, high-quality pictures (at least 5) of the product showing the issue (if it’s damaged or defective).
- Must provide the video of opening of package in case of incomplete delivery/ missing items
- Include your order details for quicker processing.
- Submit your request at “Return” option in Your Order section on our website.
Once your return or exchange request is accepted, we will arrange for a reverse pick-up. The refund or replacement will be processed once we receive and inspect the returned product.
Products Not Eligible for Returns
- Items not in original condition, damaged, or missing parts will not be eligible for refunds or replacements.
- All original tags, barcodes, accessories, shipping labels, invoices, and packaging must be returned intact.
- The buyer is responsible for ensuring items are securely packaged for return. We cannot process refunds or replacements for items damaged during return transit.
- No refunds will be issued if the shipping address provided is incorrect, if delivery attempts are unsuccessful, or if the package is refused by the recipient.
Exchange Policy
If you wish to exchange an item, please initiate the request through our portal within 7 days of delivery and follow the same return guidelines.
All products must be in new & unopened condition with all packaging, tags, warranty/ guarantee card and accessories intact.
Other Information
- If a package is refused or deemed undeliverable due to an incorrect address, a penalty will apply, which may include additional shipping fees.
- All products ordered from the website (www.thathardwarestore.com) are cancellable before dispatch. However, once dispatched, orders cannot be cancelled