Last updated: 25 September 2026
Your right to cancel
If you change your mind, you may cancel your order within 14 days of the day you receive your goods, without giving a reason. To cancel, email help@hnhhardware.com with your name, order number and the items you wish to return, or use our contact form.
You must then return the goods to us within 14 days of telling us you wish to cancel. Unless the item is faulty or incorrect, you are responsible for the cost of returning it. We recommend using a tracked, insured service, as the goods remain your responsibility until they reach us.
Condition of returned items
Returned items must be unused, complete and in their original packaging, in the same condition in which you received them. You may open the packaging and handle an item only as you would in a shop to inspect it.
If a returned item has been used, or its value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning, we will reduce your refund to reflect the loss in value. For an item that has been used, this may be up to the full price of the item.
For health protection and hygiene reasons, items supplied sealed cannot be returned once the seal has been broken after delivery, unless they are faulty.
Refunds
We will refund the price of the goods and the standard delivery charge you paid, using the same payment method, within 14 days of receiving the goods back or receiving evidence that you have returned them, whichever is sooner. If you chose a more expensive delivery option, we will only refund the cost of our standard option.
Items damaged in transit
Glassware is packed with great care, but if an item arrives broken or damaged, please tell us on the day of delivery by emailing help@hnhhardware.com with your order number and clear photographs of the item and the packaging it arrived in. Same-day reports with photographs qualify for our fast-track replacement, which we process as a priority without further questions.
If damage is reported after the day of delivery, we will still consider your claim, but we may ask for further evidence that the damage occurred before or during delivery rather than afterwards. Please keep all packaging until your claim is resolved.
Faulty or incorrect items
If an item is faulty or not as described, please contact us as soon as possible with your order number and photographs. Under the Consumer Rights Act 2015 you are entitled to a full refund if you reject faulty goods within 30 days of delivery. After that, you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a refund. We will cover the cost of returning faulty or incorrect items. Damage caused by accidents, misuse or normal wear and tear after delivery is not a fault.
Where to send returns
Please contact us before sending anything back and we will confirm the return address and any reference to include.
Nothing in this policy affects your statutory rights.