Click & Collect Faulty Products

If a product you collected from one of our stores is faulty, not working as expected, incorrect or not as described, please contact your collection store so they can help arrange the next step.

For Click & Collect orders, faulty items must be returned through the store they were collected from. The store will check the item and contact Home Hardware Direct where needed so we can confirm the next steps, such as a repair, replacement, replacement part or refund.

All refunds for Click & Collect orders are processed by Home Hardware Direct to the original payment method used at checkout. The collection store cannot issue the refund directly.

If you notice a problem at collection

If you notice an issue with your item while you are still in store, please speak to a member of staff before leaving.

This may include:

• The wrong item has been supplied
• The item appears damaged
• Parts or accessories are missing
• The item is visibly faulty
• The item is not as described

The store team will review the issue and contact Home Hardware Direct where needed so we can confirm the next steps.

If you notice a fault after collection

If you notice a fault after you have collected your order, please contact the store you collected from.

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.

Please use one of these options before visiting the store where possible. This helps the store understand the issue and prepare the next steps.

Returning a faulty item to store

Faulty Click & Collect items must be returned to the store they were collected from.

When returning the item, please bring:

• The item being returned
• Your order confirmation email or order number
• Any accessories, manuals, fixings, parts or packaging
• Photos or videos of the fault, if these have not already been provided
• Valid photo ID, if the product is age-restricted

The store will check the item and contact Home Hardware Direct where needed so the return, replacement or refund can be reviewed.

What to include when reporting a fault

When submitting a return request or speaking to the store, please provide:

• Your order number
• The item affected
• A clear description of the fault
• When you first noticed the issue
• Photos or videos showing the fault, where possible
• Whether the item has been used, installed or assembled
• Any serial number, batch number or manufacturer reference, if available

Photos and videos are especially helpful as they may allow the store to assess the issue more quickly.

If the item is unsafe to use

If the product appears unsafe, please stop using it immediately.

This includes items with exposed wires, burning smells, overheating, leaking, damaged plugs, damaged batteries, sharp broken parts, or any other safety concern.

Keep the item safely aside and contact the collection store using the Arrange a return or Call the store button in your Thanks for collecting your order email.

Faults within 30 days of collection

If your product is faulty within 30 days of collection, you may be entitled to reject the item for a refund.

Alternatively, if you prefer, we may be able to arrange a replacement, repair, replacement part or manufacturer support, depending on the product, the issue and stock availability.

The item must be returned to the collection store so it can be checked before the next step is confirmed.

Faults after 30 days

If a fault develops after 30 days, please contact the store you collected from and they will advise the next step.

Depending on the product, the fault, how long you have had the item and how it has been used, we may arrange:

• A repair
• A replacement
• A replacement part
• A refund or partial refund
• Supplier or manufacturer inspection
• Manufacturer warranty support

In some cases, the product may need to be inspected before we can confirm the available options.

Manufacturer guarantees and warranties

Many products include a manufacturer guarantee or warranty. This is in addition to your statutory rights and does not replace them.

Where appropriate, the store or Home Hardware Direct may work with the manufacturer or supplier to arrange an inspection, repair, replacement part, replacement product or other suitable resolution.

Please keep any warranty documents, product manuals, serial numbers and proof of purchase, as these may be needed.

What is not usually covered

Faults caused by the following may not be covered:

• Accidental damage
• Misuse or neglect
• Incorrect installation, assembly or storage
• Use outside the manufacturer’s instructions
• Lack of maintenance
• Normal wear and tear
• Consumable parts reaching the end of their expected life
• Damage caused by weather exposure where the product was not designed for outdoor use
• Commercial or heavy-duty use where the product is intended for domestic use only

If an item is inspected and the issue is not due to a fault with the product, we may be unable to offer a free repair, replacement or refund.

Refunds for faulty Click & Collect items

All refunds for Click & Collect orders are processed by Home Hardware Direct to the original payment method used at checkout.

Your collection store cannot issue a refund directly. Once the store has checked the item and confirmed the return with Home Hardware Direct, any approved refund will be processed.

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.

If you are not happy with the outcome

In most cases, your collection store will be able to help with the return and contact Home Hardware Direct where needed.

If you feel your return has not been handled correctly, or you are not satisfied with the outcome, please contact our customer service team with:

• Your order number
• The collection store
• The product affected
• A description of the fault
• Details of what has happened so far
• Photos or videos, where available

We’ll review the issue and help confirm the next steps.

This does not affect your statutory rights

Faulty products are handled in line with your statutory rights under the Consumer Rights Act 2015.

Manufacturer guarantees and warranties are offered in addition to your statutory rights and do not replace them.

Last updated 06/07/26