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Refund & Purchase Policy

At Jones Home Hardware, we are committed to providing high-quality products and excellent customer service. Please read our refund and purchase policy carefully to understand our procedures regarding faulty or defective items.

Purchases

All purchases are conducted in-store at our physical location, we do not offer fulfil any orders or product purchases from our website.​

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Refund & Exchange Policy

We understand that on rare occasions, a product may be faulty or defective. In such cases, we will work with you to resolve the issue in accordance with the following guidelines:

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Eligibility for Refunds or Exchanges

A refund or exchange will only be considered if the product meets the following criteria:

  • The item is faulty, damaged, or defective due to a manufacturing issue.

  • The fault was not caused by misuse, accidental damage, improper storage, or general wear and tear.

  • The item is returned in-store for inspection along with proof of purchase (receipt or invoice).

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If the product is found to be faulty after inspection, we will offer:
✔ A replacement with an identical or similar product (subject to availability).
✔ A repair service if applicable.
✔ A full refund if an exchange or repair is not possible.

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We do not offer refunds or exchanges for the following reasons:

  • Change of mind or if you no longer require the item.

  • Accidental damage, misuse, or improper use of the product.

  • Cosmetic imperfections that do not affect the product’s function.

  • Clearance, sale, or special-order items unless faulty.

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Returning a Faulty Product

If you believe your product is faulty, please follow these steps:

  1. Visit us in-store – All returns must be processed in person at our store.

  2. Provide proof of purchase – A valid receipt or invoice is required to process your return.

  3. Inspection & Assessment – Our team will inspect the item to determine if it is eligible for a refund or exchange. If necessary, we may consult the manufacturer before a final decision is made.

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Manufacturer Warranties

Some products may be covered by a manufacturer’s warranty, which may entitle you to a repair, replacement, or refund. The warranty terms vary by brand and product type.

  • For most warranty claims, we will deal fully with the warranty claim for you.

  • If you are unsure about the warranty available on your product, check the product page or contact us.

  • If you need assistance with a warranty claim, speak to a member of our team, and we will guide you on the next steps.​

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