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Returns Procedure
We've put together some guidelines to help explain our returns policies and procedures. But it's worth noting that wherever possible we will respond to your individual circumstances.
It's an unfortunate fact that no matter how good a manufacturer is they'll occasionally produce a faulty product. If your product has a fault when you get it or it develops a fault within the first 7 working days after delivery it will be replaced or refunded including delivery. There are no collection or re-delivery charges to pay.
After 7 working days faulty products are processed as per the manufacturers warranty policy and procedure. This doesn't mean you're on your own, we'll be here to smooth the way
Unwanted product
If you are a consumer customer and have ordered goods from us, but then simply decided that you wish to cancel your contract, then you have the right to cancel and have any money that you have paid to us refunded in full, provided that (a) the goods have not been in your possession for more than 7 Working Days "after" the day on which you received the goods ('Working Day' means all days other than Saturdays, Sundays and public holidays); and (b) you tell us in writing (either by email or post) that you wish to cancel your order and (c) your product has "not been opened", used or installed
A Credit will not be issued against goods returned without a prior RMA number authorised and issued by Hardwarexpress.co.uk. Goods returned must be prepaid by you on return to Hardwarexpress.co.uk
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us in writing. however in the case of faulty goods REASONABLE postage and carriage will be refunded by Hardwarexpress.co.uk under the Sale of Goods Act 1979 (as amended).
Business Customers
If you're a business customer or have had your product longer than 7 working days we do not usually accept a return. We'll try to help out when we can but some products have a limited resale potential so we don't always offer a refund. We may not offer to refund the full purchase price, but if we do reduce the refunded amount we will only ever take a maximum of 20% off the refund. This Excludes special orders or orders above the value of £1000 where returns will not be accepted unless faulty.
If you want an exchange for an unopened product, the conditions above still apply. When you've returned your product, we'll ask you to place a fresh order and then issue a refund for your first order within 30 working days.
Incomplete or damaged in transit product
It doesn't happen very often, but sometimes when a product is unpacked it's clearly damaged or has something missing. If you complete a returns form within 3 working days of receiving your product a quick replacement can usually be arranged.
After 3 working days the product is classed as faulty and you'll need to follow our faulty product guidelines. How to return an incomplete or damaged product
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