Customer Care
Returns & Refunds
We want you to be completely happy with your purchase.
This page explains how to return an item, what to do if something is faulty or has been damaged, and how refunds are processed.
At a glance
What would you like to know?
Jump to the relevant section below or simply read through the page.
Changed
your mind?
Returns for unwanted items bought online or in store.
Faulty
product?
Information on returning a faulty item and your statutory rights.
Damaged
on delivery?
What to do if your item arrives damaged or with visible marks.
Online returns
Changed your mind?
If you’ve changed your mind about an eligible item bought online, you can cancel your order and return it to us within the required timeframes. You’ll be responsible for the cost of returning the goods.
14 days to cancel
You have 14 days from the day you receive your goods to tell us you wish to cancel.
14 days to return
Once you’ve told us, you then have a further 14 days to return the goods to us.
Return costs
You are responsible for the direct cost of returning unwanted items. For larger items, we can arrange collection for you (see charges below).
Return collection charges
If you’re returning an unwanted item, we can arrange collection for you. The collection charge depends on the size of the item.
£24.99
Small items
e.g. kettles, toasters, air fryers and similar small products.
£34.99
Medium items
e.g. microwaves, compact dishwashers and smaller TVs.
£49.99
Large items
e.g. washing machines, tumble dryers, dishwashers, ovens, standard fridges/freezers and larger TVs.
£79.99
Extra large items
e.g. American-style fridge freezers, range cookers and other exceptionally large appliances.
These charges apply where Hardy’s collects an unwanted item following a change of mind. You don’t need to pay the collection charge separately. Where a collection charge applies, we’ll deduct it from your refund. There is no collection charge where Hardy’s is responsible for accepting the return of faulty goods.
In-store returns
Changed your mind?
We’re happy to accept returns for unwanted items bought in our store, provided they are not special order items. Items must be returned in a suitable condition, in their original packaging where possible, and within 28 days of purchase.
28 days
You have 28 days from the date of purchase to return an item bought in our store.
Faulty goods
Something not working as it should?
If your item develops a fault, you may have rights under consumer law. Please contact us so we can discuss the issue and guide you through the next steps, which may include a diagnostic visit or confirmation from the manufacturer or an authorised engineer.
- There is no collection charge where Hardy’s is responsible for the return of faulty goods.
- We may need the manufacturer or an authorised engineer to confirm the fault.
- Your statutory rights are not affected.
Damaged on delivery
Arrived with damage or visible marks?
Please check your item as soon as possible after delivery. Any visible damage, dents or marks should be reported to us as soon as possible, ideally within 48 hours, with photographs of the product and packaging where possible.
- Report any visible damage ideally within 48 hours of delivery.
- Please provide photographs of the product and its packaging.
- Reports received after this period will still be considered, but we may need additional information to establish when and how the damage occurred. This does not affect your statutory rights.
Refunds
How refunds are processed
Once we’ve received your returned item and completed any necessary checks, we’ll process your refund. Refunds are usually made within 14 days and will be returned to your original payment method.
Finance or PayPal Pay in 3
If you paid using finance or PayPal Pay in 3, your refund will be processed through the original arrangement. Your provider will then update your account.
We don’t charge a fee
We don’t charge a fee for refunds. Any collection charge for unwanted items will be deducted from your refund.
Exceptions & special orders
Items that can’t be returned
- Special order items are non-returnable unless faulty.
- Installed goods may not be eligible for a return unless faulty.
- Certain items (for example, personalised or hygiene-sensitive products) may also be excluded from our returns policy. If you’re unsure, please contact us before placing your order.
Need help?
We’re here to help.
If you have questions about returning an item, reporting a fault or requesting a refund, please get in touch with our friendly team.
028 4176 2800
Monday – Saturday, 9am – 5.30pm
sales@hardysofkilkeel.co.uk
We aim to reply as soon as possible.
THE HARDY'S DIFFERENCE
From choosing the right appliance
to keeping it working for years to come.
That’s the Hardy’s difference. Expert advice, competitive prices, flexible delivery, professional installation and genuine support long after you’ve made your purchase.
