Click & Collect Refunds
If you need a refund for a Click & Collect order, we’ll help make the process as straightforward as possible.
All Click & Collect refunds are processed by Home Hardware Direct, as your order was placed and paid for online. Your collection store cannot issue the refund directly, but they can help with the return and notify us of the next steps.
When a refund may be issued
A refund may be issued if:
- You cancel your Click & Collect order before it has been collected
- Your order cannot be fulfilled by the store
- Your order is not collected within the collection period
- You return an unwanted item in line with our returns policy
- The item is faulty, damaged, incorrect or not as described
- Part of your order is unavailable or has been cancelled
Cancelling before collection
If your Click & Collect order has not yet been collected, you can request cancellation using the View Order Details button at the bottom of your Click & Collect order confirmation email.
You can also contact your selected collection store directly. The store will notify Home Hardware Direct so we can arrange the cancellation and process your refund.
We may need to confirm with the store that the order has not been collected before the cancellation can be processed.
Refunds after collection
If your order has already been collected, it can no longer be cancelled. If you no longer want the item, or there is a problem with your order, you can request a return instead.
After collecting your order, you’ll receive a Thanks for collecting your order email. At the bottom of this email, you’ll find options to:
- Arrange a return — use this button to submit a return request form to the store before visiting.
- Call the store — use this button to contact the collection store directly.
Submitting a return request before visiting the store helps the store understand the reason for your return and prepare the next steps.
Returning an item to store
For unwanted, faulty, damaged or incorrect items, you may need to return the item to your selected collection store before a refund can be processed.
Please bring:
- The item being returned
- Your order confirmation email or order number
- Any accessories, manuals, fixings, parts or packaging
- Photos or videos, if the item is faulty or damaged and these have not already been provided
- Valid photo ID, if the product is age-restricted
The store will check the item and notify Home Hardware Direct so the refund can be reviewed and processed.
Non-faulty returns
If you no longer want an item collected through Click & Collect, you can return most non-faulty items within 30 days of collection, provided the item is unused, complete, in its original packaging, and in a resalable condition.
Some items cannot usually be returned unless faulty, such as products that have been used, installed, damaged, made to your specification, mixed, cut to size, personalised, or are otherwise unsuitable for return.
For full details, please see our Non-Faulty Returns policy.
Faulty, damaged or incorrect items
If your Click & Collect item is faulty, damaged, incorrect or not as described, please let us or the collection store know as soon as possible.
Depending on the issue, we may arrange a refund, replacement, repair, replacement part or further inspection.
Please do not dispose of the item or packaging unless we have confirmed that you can do so.
For full details, please see our Faulty Products and Damaged Products guidance.
Partial refunds
If only part of your Click & Collect order is cancelled, unavailable or returned, we may process a partial refund for the affected item or items only.
The rest of your order will remain valid unless we confirm otherwise.
How refunds are paid
Refunds are issued to the original payment method used at checkout.
Your collection store cannot refund you in cash, by card terminal, or by any other in-store payment method for an online Click & Collect order.
Once Home Hardware Direct has processed your refund, the time it takes to appear in your account depends on your bank, card issuer or payment provider.
Refund timeframes
We’ll process approved refunds as quickly as possible once the cancellation, return or issue has been confirmed.
For cancellations or returns where your online cancellation rights apply, refunds will be processed within 14 days of us receiving the returned goods, receiving evidence that the goods have been returned, or confirming that no goods need to be returned.
For other approved refunds, we’ll process the refund once the item has been returned, checked, and the refund has been approved.
Once processed, refunds may take several working days to appear in your account depending on your payment provider.
Need help?
If you have a question about a Click & Collect refund, please contact your selected collection store or our customer service team with your order number.
Last updated 06/07/26
