We only allow 'exchanges'. This means that orders can be returned in exchange for another product and is only applicable within 14 working days, once an order has been received. Exchange is made under the following conditions;
- A defect in the item
- A mix up in your order (Wrong Item Shipped)
- A sold-out piece.
Return shipping fee is the sole responsibility of the client.
Under the conditions stated above, to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at +254 768 982 655. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at +254 768 982 655.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Cash refunds are ONLY made in the case of a sold-out item in which, items haven’t been processed or shipped. Refund processing, in this case, takes 3 - 5 working days.
If you do not want a cash refund, we can send you a store credit voucher of the amount spent minus the shipping.
Still, have questions? Please email us at info@hatchhardwaretools.co.ke or call/WhasApp us at +254 768 982 655