Overview
Our Refund and Return policy is valid for 30 days. Htree Hardware Depot does not gaurantee a full refund or replacement after 30 days, each request/claim after 30 days of purchase will be subject to our Company discrenationary Standards and Supplier Guarantees/Warranties.
RETURNS
Each return will be evaluated against the product/s inspected before a decision will be made regarding whether it is suitable for a repair/replacement or credit to your account. Please note it is a discretionary decision guided by our Company standards and input received from our Suppliers.
Regarding unwanted products or exchanges, ensure that:
- it is undamaged and unused, with the original labels and stickers still attached;
- unused/not fitted and it must be in a sellable condition;
- it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
- it is not missing any accessories or parts;
- you need to notify us within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective (subject to inspection & evaluation).
Take care of the following when returning your products;
- package your products safely and securely in the original undamaged packaging;
- ensure your products are wrapped in bubble wrap or similar for protection during transit;
- include a copy of your Order, and
- include all accessories and parts that were sold with the product.
You are responsible for the courier cost in sending it back to us. We would recommend that you return your items via registered post or courier.
Wrong Item Received
If we accidentally deliver the wrong product to you, please notify us within 7 days and we will collect the product from you at no charge. If the product is missing any accessories or parts, please take photos and notify us immediately. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product (or refund you if that is your preference).
Damaged Goods
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us immediately (within 7 days) of such delivery. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product.
If you return a product that does not comply with our Terms & Conditions, you may be liable to reimburse Htree Harware Depot for the cost of collecting the product from you and/or the cost of having the product returned to you.
Failure to adhere to any of these requirements could delay the processing of your request or result in its rejection altogether – we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
Also, refer to the Terms & Conditions and specific Terms that might apply from time to time during Special events such as our Supplier Demo Days, Birthday Bash, Crazy Saturdays, Black Friday and Cyber Mondays.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your claim is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@htree.co.za.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@htree.co.za and send your item to: Stonewood Business Park, Unit 7 in Ossur Complex, 9 Tanzanite Crescent, Weltevrede, Kraaifontein.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, the onus is on the gift giver to ensure the item was returned to us.
Shipping Returns
To return your product, you should mail your product to: Stonewood Business Park, 9 Tanzanite Crescent, Ossur Complex, Unit 7, Weltevrede, Kraaifontein, Cape Town.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at support@htree.co.za for questions related to refunds and returns.