Returns & Refunds

OUR MONEY BACK GUARANTEE

In the event that you’re not totally satisfied with your Product, you may return it to us for a full refund. Please see below for details on returns and how to make a return.

RETURNS

In the unfortunate case that something’s not right with your order, we offer an extended returns policy of 30 days. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. We can accept goods back provided that:

  • The item has been purchased via the Cutler’s Hardware website
  • The item is returned in its original packaging & condition, new and unused with tags in a re-sellable condition
  • The item is not soiled/impacted by products or odour
  • The item is not damaged in any way
  • Multiple orders are not combined and are returned using the correct unique return labels
  • The item is safely packed to avoid damage in transit and details of the return request have been entered into our returns portal

Returns that are damaged, unsaleable or do not meet these conditions will be rejected, with the refund or exchange request denied.

HOW TO MAKE A RETURN

  • For orders delivered via Royal Mail:

To request a return, please visit Your Account, go to Orders and select Request Return.

We provide Royal Mail returns labels free of charge. Royal Mail also offer a free collection service to most UK locations if you are unable to access a post office location.

If an alternative courier is used, the postage cost will not be reimbursed and you must include your order information within your parcel.

Returns which have not been entered into our returns portal will not be processed.

  • For orders collected in store:

Orders collected in store will need to be returned to our store.

You will need to bring your store till receipt or online order confirmation as proof of purchase, and if applicable, the original card used for purchase.

Returns made in store will be processed within 48 hours and your refund will then be processed to the original payment method.

DAMAGES AND ISSUES WITH A PRODUCT

We sincerely apologise if you receive a Product in a damaged or defective state, this is certainly not the experience we wish to provide.

Please inspect your order upon receipt and if any item is defective, damaged or if you receive the wrong item, contact us immediately at orders@cutlershardware.com so that we can provide you with a replacement or refund.

We may request photographic evidence of the damaged or faulty Product before processing the replacement/refund.

REFUNDS

In the case that you return a Product for a refund, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

Once your refund has been approved, you will receive a full refund of the price you paid for the Product to your original payment method.

If you purchase your own returns label, we will refund the cost of the goods only, not your return postage.

We will process the refund due to you within 5 working days of the day on which we receive the returned goods. All refunds will be to the original payment method used for the purchase. Please also remember it can take several working days for your bank or credit card company to process and post the refund too.

EXCHANGES

If you’ve changed your mind about size or colour, the fastest way to get a replacement Product is to return the original Product and place a separate order for the correct Product. If you have any questions, please contact us at orders@cutlershardware.com with your order number in the email.