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

Using a combination of Australia Post and Courier Services to achieve fast reliable delivery, we ship throughout Australia and internationally when possible.

When you place an order, the shipping fee will be automatically calculated and added to your total transaction price. Please note there may be additional charges if shipping to non-metro, rural areas of NSW, QLD, VIC, TAS, SA, WA. These extra charges usually appear, when a courier near your location needs to be engaged to achieve delivery. These unforseen charges, unfortunately can not be calculated in the shopping cart. Note, we are constantly working to illiminate this issue.

We reserve the right to revise the postage costs. We will contact you on such occasions to discuss the extra costs, if the item or items are no longer required we will issue a refund, promptly. Note, just to be clear, there are sometimes extra postage costs involved with certain products and destinations that are not covered in our shopping cart postage calculations.

Australia Post Options

We offer Australia Post options as part of our delivery service. A 10% handling fee is included in these postage charges. Note there are some limitations to "Same-Day" postage, that are beyond our control. If the order is placed to late in the day, it won't be processed in time. If same-day postage is paid for but not received, a refund of the difference between standard and same-day postage will be promptly issued.

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.

Australia post is usually a faster option, in line with the standard delivery times offered by Australia Post. Express post is usually the next day, if ordered before 1pm.

Note: We do everything possible to get your order to you as soon as possible, but we can take no responsibility for unforeseen delays due to couriers and the postal service.

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.