If the item or items that you ordered arrived faulty please contact us to report it as soon as you can. Please take a photo(s) of the fault to include in the Returns process.
Remember, you have 30 days to inform us about a faulty item. Faults not reported within 30 days of delivery or pick-up cannot be processed for refund or replacement.
Let us know about a faulty item by starting the returns process, using the Returns area on the website.
If you were logged in when you made the purchase use the Returns Portal to report the faulty item. If you checked out as a guest, please use the Guest Returns Portal.
You will need to attach the photo(s) showing the fault and select whether you want a refund or replacement.
What happens next?
Refunds take up to seven working days to arrive in your account, paid using the same payment method that the faulty item was purchased on.
Replacements usually take no longer than four working days to arrive, from completion of the returns process. But it can take longer depending on the product and where it’s dispatched from. You will be advised if this is the case.
If you have any questions about how to deal with a faulty item, please contact the Customer Support Team:
Email: websales@hiatt-hardware.com
Tel: 0800 0590 950 (Monday – Friday)