We recommend that you keep your receipt or order number in a safe place, as you will need it as proof of purchase in the event of any after-sales queries. Your order number can be found on your despatch note received with your delivery and or your email confirmation or sales acknowledgement.
Under the Consumer Contracts Regulation, you have a right to cancel your order for any item purchased on this website before dispatch and receive a full refund. This does not apply to items personalized or made to your specification.
In certain circumstances, before your order has been dispatched, we may be able to cancel your order. Please contact us by telephone as soon as possible after placing your order and Customer Service will advise if cancellation is available. Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed.
If you wish to return an item for any reason you need to notify Hiatt Hardware within 14 calendar days from the day after delivery by contacting our customer support team on firstname.lastname@example.org
When returning an item to us it is your responsibility to ensure that the item is packaged properly in original packaging with all the components including any promotional items received (including free gifts or discounted additional products) and carefully so that no damage is caused to the item. Failure to do so may result in your return being refused and/or any refund due being reduced. If you are returning goods due to change of mind then they must be returned in a re-saleable condition failing which refunds or exchanges may not be accepted.
You must return the goods within 7 calendar days at your own costs subject to our customer service team’s authorization. Where returns have been completed without prior notification and authorization from the Customer Service Team refunds will not be provided. The burden of proof is that of the consumer to prove an item has been returned and to ensure it is returned safely.
If a product you have ordered develops a fault then please email our Customer Service Team who will investigate the matter. In order to allow this investigation to take place we will require your order number and photographs of your concerns. If we find that the product is faulty due to no fault of your own then we will arrange a collection and a replacement or refund depending on the situation.
If we find that the product has developed a concern due to misuse, wear and tear, or accidental damage by you then we are under no obligation to replace the item or issue you with a refund.
If you have any other concerns or queries about the product(s) you have ordered through the Hiatt Website then please contact our Customer Service Team who will endeavor to assist you with the matter.
Missing, Damaged or Incomplete Orders
If your order arrives damaged or incomplete please contact us immediately and we will deal with it accordingly.
If you do not receive your order within 14 working days of receiving a 'Dispatch Confirmation' email you must contact us where we will then open an investigation with the appropriate courier.
If a refund is required due to a product being returned to us we will only issue that refund once we have received the returned product.
Refunds will be processed within 14 calendar days of receipt of the returned item(s)