FAQ
Returns Policy
You may return new, unused items within 30 days of delivery for a full refund. If the return is a result of our error on our part (you received an incorrect or defective item, etc.), we will arrange return postage. If the return is due to a change of mind or if you bought the wrong size, model, or type, then it is your responsibility to send it back to us, unused, for a refund.
H&G wants you to be satisfied with your purchase. As mentioned above, you can return the unopened & unused goods at your cost within 30 days of purchase to Hardware & General and we will process your return as soon as possible. This return policy is strictly for items that were not special orders, custom-made, tinted, or cut to size.
1- Must be within 7 days of delivery.
2- Must be shipped back to us prepaid, in a saleable condition and unopened.
3- Should there be missing or damaged items must be notified by email with photos and detailed description of problem.
You should expect to receive your refund within four weeks of returning your package to Hardware & General, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return to the correct Hardware & General branch the sale occurred in (3-5 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu, and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. Just to confirm, the item needs to be returned within 30 days of purchase in perfect condition.
Shipping
We ship to virtually any street address in Australia for a flat rate of $15. However, there are limitations, and we reserve the right to revise the postage costs. We will contact you on such occasions. Note that there are extra costs involved with some products and destinations.
When you place an order, the site-wide shipping fee will be added to your total transaction price. As above, please note that there could be additional charges if shipping to non-metro areas of NSW, QLD, VIC, TAS, SA, WA.
How much is delivery?
Postage and handling is Flat fee $15.
How long will it take to receive my order?
We use several trusted courier services and in majority of cases your order will be dispatched and on its way to you within 7 days. Should there be any delays a H&G member of staff will contact you as soon as the delay is realised.
What if part of my order is missing.
Please check immediately upon delivery. Any shortages or errors must be reported to H&G within 24 hours. You must provide via email a detailed report on what is missing and/or damaged and provide photos of damaged goods.
What warranty do your products come with?
Warranty is covered by the product's manufacturer. This can be found on their website. Should you need further information on a particular product's warranty please make contact with H&G on 02 8456 1188 and we can help point you in the right direction. Please ensure you keep your receipt for proof of purchase otherwise the warranty will not be able to be claimed should you need it.