Refund and Returns Policy

1. General Policy

At HARDWARE STORY SDN. BHD., we are committed to providing top-quality tools, construction materials, and hardware essentials. However, we understand that issues may arise with your order.
Our return and refund process is designed to ensure clarity and fairness. Each request is reviewed individually and handled in line with the terms below.

2. Eligibility for Returns

You may request a return under the following conditions:

  • The request is made within 7 calendar days of receiving the item.
  • The item is unused, uninstalled, and in its original packaging with no signs of damage.
  • All original components (manuals, accessories, tags, etc.) are returned in complete and undamaged condition.
  • A valid proof of purchase (receipt or order number) is provided.

Note: Approval is subject to inspection. We reserve the right to reject returns that do not meet these criteria.

3. Non-Returnable Items

Certain items cannot be returned or refunded, including:

  • Used, installed, or altered products
  • Items damaged due to misuse, improper installation, or negligence
  • Clearance or promotional items marked as final sale
  • Items returned without original packaging
  • Items without proof of purchase

Please review product specifications carefully prior to purchase. Contact us if you’re unsure about compatibility or usage.

4. Return Process

To initiate a return:

  • Contact us at hardware.story@outlook.com with:
    • Your order number
    • Reason for return
    • Clear photos or videos of the item, packaging, and any issues (if applicable)

Our team will respond within 2 business days to confirm eligibility and provide return instructions. If approved, you must ship the item back within 5 business days via a trackable courier (at your own cost).

We are not responsible for lost or undelivered return parcels.

5. Inspection and Approval

Once we receive your returned item:

  • It will be inspected within 3–5 business days
  • If it qualifies, we will process:
    • A refund to your original payment method, or
    • A replacement, subject to stock availability

Refunds may take several days to reflect, depending on your bank or payment provider.

6. Defective or Damaged Items

If your order arrives damaged, defective, or incomplete, please:

  • Contact us within 48 hours of delivery
  • Include your order number and clear evidence of the issue (photos/videos)

If verified, we will offer one of the following:

  • A replacement (if available)
  • A full refund
  • A partial refund, depending on the extent of the issue

7. Warranty Claims

While many of our power tools and hardware items come with manufacturer warranties, not all items are covered.

If a defect occurs after the return period, reach out to us with:

  • Your order number
  • A description and images of the issue

We’ll help you begin a warranty claim process with the manufacturer where applicable, or explore replacement/repair solutions where possible.

8. Exchanges

We do not offer direct exchanges (e.g., different models or sizes). If you wish to get a different item, please:

  1. Request a return (if eligible)
  2. Place a new order for your preferred product

Exchanges are only possible if the received product is incorrect or defective.

9. Contact Us

Our team is ready to help with any concerns about returns, damaged items, or delivery issues.

📧 Email: hardware.story@outlook.com
📞 Phone: 017-546 3369

Thank you for choosing HARDWARE STORY SDN. BHD. — where your project starts with the right tools and support.