Customer Services

Returns Policy

Returning a Damaged, Defective or Incorrect Item  
This page explains what to do if you’ve received a damaged, defective or incorrect item from Rowlands Home Hardware.co.uk. This returns policy does not affect your statutory rights.  
 
If the item was damaged in transit, if the item is delivered damaged, defective or in error, we will refund the relevant part of the purchase price for that item together with the items normal postage charge. Please complete & use the returns form inside your package.  
 
If the item is defective  
You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so they can rectify the problem for you. If you choose to return the item to us, please contact us by e-mail or telephone on 02392 412332.  
 
If we sent you an item you did not order (an “incorrect” item)  
As soon as you find out we’ve sent you an incorrect item, contact our customer service dept via our contact page. Note: in the event of Rowlands Home Hardware.co.uk sending you a replacement for a damaged, defective or incorrect item, you must return the original item back to us within 30 days of receiving the replacement item. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30-day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order.  
 
Your Statutory Rights  
At Rowlands Home Hardware.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 30-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item (14 days for flat packed furniture). By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. To cancel your purchase within the seven-working-day cooling-off period, please contact our customer service dept via e-mail or telephone giving the reason for the return as "I just don't want it anymore". Please package the relevant item(s) securely and send it to us using the return label provided so that we receive it within seven working days of the day after the date that the item was delivered to you.  
Please note that we can accept returns if you deliver them to us by hand.  
 
For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than £50 GBP. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost. As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge--we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Department of Trade and Industry's website.