Returns & Refund Policy
Effective Date: July 2026
At Southdown Hardware, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we're here to help.
Please read this Returns & Refund Policy carefully before requesting a return.
Return Eligibility
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned with the original packaging where reasonably possible.
- Include all accessories, manuals, and components (if applicable).
- Be accompanied by proof of purchase or your order number.
We reserve the right to refuse returns that do not meet these conditions where permitted by applicable law.
Non-Returnable Items
The following items are generally not eligible for return unless they are faulty, damaged, or incorrect:
- Gift cards.
- Clearance or final sale items.
- Customised or personalised products.
- Products made to customer specifications.
- Hygiene-sensitive products once opened (where applicable).
- Items that have been used, altered, or intentionally damaged after delivery.
Your statutory consumer rights remain unaffected.
Damaged, Faulty, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging (where applicable).
We will review the issue and, where appropriate, offer a replacement, repair, or refund in accordance with applicable consumer protection laws.
How to Request a Return
To begin a return, please contact our customer support team with:
- Your order number.
- Your full name.
- The reason for the return.
Our team will provide return instructions if your request is approved.
Please do not return items without contacting us first.
Return Shipping
If the return is due to:
- A damaged item.
- A faulty product.
- An incorrect item supplied by us.
We will arrange an appropriate solution, which may include covering reasonable return shipping costs where required.
If you are returning an item because you changed your mind, you may be responsible for the return shipping costs unless applicable law provides otherwise.
Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
Exchanges
We currently offer exchanges only where appropriate, such as for damaged, defective, or incorrectly supplied items.
If you require a replacement, please contact our customer support team.
Order Cancellations
Orders may be cancelled before they have been dispatched.
If your order has already been shipped, you may need to follow the standard return procedure after receiving the goods.
Consumer Rights
Nothing in this policy limits or excludes your statutory rights under applicable consumer protection legislation, including the Consumer Rights Act 2015 and other applicable UK laws.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Southdown Hardware
132 Southdown Rd
Harpenden AL5 1PU
United Kingdom
Phone: +44 1582 713894
Email: help@southdownhardware.com