Returns Policy
At The Hardware Collective, we carefully curate architectural hardware designed to bring lasting quality and timeless materiality to contemporary interiors. We encourage customers to choose carefully prior to purchase.
Change of Mind Returns
We do not offer refunds or exchanges for change of mind on:
- custom-made products
- indent or special-order items
- products ordered specifically on request
- clearance or sale items
For standard stocked items, return requests may be considered within 14 days of delivery, subject to approval.
Returned items must:
- be unused and uninstalled
- be returned in original packaging
- be in resalable condition
- include proof of purchase
Return shipping costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.
Faulty or Damaged Items
Please inspect all items carefully upon delivery.
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of receiving your order at:
hello@thehardwarecollective.co.nz
Please include:
- your order number
- photographs of the item and packaging
- a brief description of the issue
We may offer a replacement, repair or refund where required under the Consumer Guarantees Act 1993.
Installation
We strongly recommend checking all products prior to installation.
Products that have been installed are considered accepted and may not be eligible for return, replacement or refund unless deemed faulty.
The Hardware Collective is not responsible for installation costs associated with faulty, incorrect or damaged products.
Natural Materials & Living Finishes
Many products feature natural materials and living finishes intended to develop character over time.
Variations in:
- tone
- texture
- patina
- veining
- markings
- finish ageing
are considered part of the natural beauty of the product and are not regarded as faults.
Return Process
To request a return, please contact us prior to sending any items back.
Unauthorised returns may not be accepted.
Approved returns should be securely packaged to avoid damage during transit.
Refunds
Once a returned item has been received and inspected, we will notify you of the outcome of your return request.
Approved refunds will be processed to the original payment method within a reasonable timeframe.
Original shipping costs are non-refundable unless required by New Zealand consumer law.
Consumer Guarantees Act
Nothing in this Returns Policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986 where applicable.
Contact
For all returns and product enquiries, please contact:
The Hardware Collective
hello@thehardwarecollective.co.nz