Returns policy

Your Right To Cancel

You have the right to cancel your order within fourteen days from receipt of the goods, if you have changed your mind. We will issue refunds and credit your debit/credit card when the cancelled goods are returned and have been inspected by us. Goods must be in their original packaging and in a saleable condition. Products that have been cut to size cannot be exchanged or refunded.  

To return any items please contact us first, ensuring you quote your order number. The items should be returned by an agreed delivery method. Delivery charges cannot be refunded and we will not be held responsible for any failings in the return arrangements of unwanted items.  
If packages are returned because delivery has been refused or incorrect address information has been given at the time of order then the cost of the order will be refunded less any delivery charges incurred.  

Incorrectly Supplied Items

If you receive incorrectly supplied goods, we will offer prompt replacement or an alternative item to the same value or a refund to the value of the goods and the delivery charge. Contact us via email within 5 days, quoting your order number, and we will arrange for the uplift of incorrect goods and delivery of the correct goods.  

Defective or Damaged Goods and Short Deliveries

All our parcels are carefully packed by hand and should arrive in perfect condition however if for some reason the package has become damaged during transit we will replace or refund your order in full, including the delivery charge.  
Please ensure you inspect any goods immediately on delivery and prior to signing if required. Any visible damage whatsoever should be noted and the delivery signed for as damaged. If inspection is not possible please ensure you sign for goods unexamined allowing us to lodge claims with our delivery partners. Damaged goods should be reported to us, preferably with a photograph within 24 hours of receiving the delivery by email or phone.  
Order details must be quoted.  

Faulty Goods

If a product develops a fault in use within 1 year of purchase or is not fit for purpose i.e. does not conform to the contract under the Sale of Goods Act 1979(amended) then Holbury Hardware Stores as the retailer must be informed with proof of purchase and warranty details by phone or email. The item will either be exchanged, repaired or refunded as we deem appropriate. We will make mutually convenient arrangements for the return pending fault investigation and a charge for return will be made if the fault is due to customer negligence, misuse or incorrect storage.  

Cancellation by us:

a) We reserve the right not to accept any order if:  
- We have insufficient stock to deliver the goods you have ordered.  
- We cannot deliver to your area because it is outside the areas defined in the dispatch and delivery section.  
- One or more of the items ordered was incorrectly described or priced on our website.  
- The payment transaction is not authorised.  


If orders are cancelled by you or ourselves we will make the appropriate refund, as detailed above, within 7 days of the cancellation or receipt of the returned goods whichever is the latest. We will not be obliged to offer any additional compensation for disappointment suffered. We will not be liable to you for any losses, direct, indirect or consequential or damage or inconvenience arising out of any problem with goods or their delivery and we shall have no liability to pay any money by way of compensation other than outlined above.