Return, Refund & Exchange Policy
We want you to be thrilled with your new purchases at Hardell. However, if you want to return an item, we're here to help.
We now conduct the 20-natural-day zero-risk purchase policy at Hardell.
Return & Refund Policy
When you receive your shipment, please inspect the packaging carefully, and note with the delivery driver any damage to the packaging at the time. If possible, take pictures and send them to us - and we will assist you in replacing your order. The customer must notify us of damaged, defective and/or missing items within 3 natural days.
If you cancel your order after one hour of you placing the order, you will be charged 5% of processing fee. If you cancel within one hour, there'll be no fee charged.
A.We understand that sometimes it takes more time to see if a product has usage issues. If more than 3 natural days but less than 20 natural days after you receive the goods, and there are product problems that lead to returns:
- You have to show, via photos or video, there is, in fact, a defect or nonconformity with our product, and such defect or nonconformity substantially impaired the value and functionality of the product, and you have to justify why you had not discovered a substantial defect or nonconformity within 3 natural days. We pay for the return shipping.
B.If the product has no quality problems and within 20 natural days, a restocking fee of 15% will apply to returns that are not in brand new, sellable condition(including packaging). A 15% restocking fee will also apply to any returns made after 20 natural days. You are responsible for return shipping costs.
C. After more than 20 natural days, in principle, no return or exchange service is provided, but you can still contact us by email if you still have related or other questions. We are willing to try our best to solve it for you.
Your item must be in the original packaging.
If our customer returns because of the defects of our product, we will return the full amount back to our customer and bear the return shipping cost. If our customer return because of other reasons, we are not responsible for return shipping fee.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Your return shipping fee will be deducted from your original payment.
Rotary Tools: $3.95
Other Tools: $5.95
Return Process
We reserve the right not to accept returns without prior approval from Customer Service.
1. Please Send an Email to contact@hardell.com titled with Return + Your Order Number. Please specify the reason of your return.
2. Our customer service team will reply to you in 24 hours. We will verify with you your pickup location and pickup time.
3. Once we get your confirmation, We will contact you with instructions on how to return the item. Please carefully package our product in original condition.
4. Once the package got returned to our warehouse in US, we will check the condition of the product and restock the item.
5. Once all the above steps completes, we will start the refund process.
6. You will receive your refund in your purchasing card/paypal within 3-5 natural days.
Exchange Policy
We bear the exchange cost for the replacement of our product. The exchange standard: the product packaging and the product itself are of good quality, and the secondary sales will not be affected.
1. You have 20 natural days to exchange an item from the date you received it.
2. Please Send an Email to contact@hardell.com titled with Exchange + Your Order Number. Please specify the reason of your exchange.
3. Our customer service team will reply to you in 24 hours. We will verify with you your return pickup location, pickup time and the exchange item you want.
4. Once we get your confirmation, We will contact you with instructions on how to return the item. Please carefully package our product in original condition.
5. Once the package got returned to our warehouse in US, we will check the condition of the product and restock the item.
6. Once all the above steps completes, we will ship out the replacement package.
7. We cover all the shipping & restocking fee incurred during exchange.
Contact us
Email: contact@hardell.com
Phone:+86 189 1551 0346
Office Hours: Monday-Friday EST 9:00am - 3:00pm
Address: 19H MAXGRAND PLAZA
No.3 TAI YAU STREET SAN PO KONG KL Hong Kong