Return & Refund Policy

Last updated:  October 2026

At Walton's Hardware, customer satisfaction is important to us. We aim to provide quality hardware, tools and DIY essentials, supported by a straightforward returns process.

We offer a 30-day return policy, subject to the conditions below and your statutory consumer rights.

1. Return Period

You may request a return within 30 days after receiving your order.

For change-of-mind returns under our extended policy, products should be unused, in their original condition and accompanied by proof of purchase.

This additional policy does not restrict your legal right to inspect products or exercise statutory cancellation rights.

2. Return Eligibility

For a standard change-of-mind return, products should:

• Be unused and in resellable condition.

• Include original accessories and components.

• Be returned with original packaging where reasonably possible.

• Include an order number or proof of purchase.

Products that are faulty, damaged or not as described are handled separately under applicable consumer law.

3. How to Request a Return

To begin a return, email help@waltonshardware.com.

Please provide:

• Your full name

• Order number

• Product name

• Reason for return

• Relevant photographs if the product is damaged or defective

Our customer support team will provide return instructions.

Please contact us before sending an item so that we can identify and process your return efficiently.

4. Return Shipping Costs

For change-of-mind returns under our extended 30-day policy, customers are generally responsible for return postage costs.

Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, Walton's Hardware will meet applicable legal obligations concerning reasonable return costs.

We recommend using a tracked postal service when returning items independently.

5. Damaged, Defective or Incorrect Products

Please inspect your order upon delivery.

If an item arrives damaged, defective or incorrect, contact us promptly with your order details.

Depending on the circumstances and applicable law, we may offer:

• A replacement

• A repair

• A price reduction

• A refund

Your statutory rights under the Consumer Rights Act 2015 remain unaffected.

6. Non-Returnable Products

Certain products may be excluded from change-of-mind returns where permitted by law, including:

• Custom-made or personalised products

• Products that have been used or damaged beyond normal inspection

• Items that cannot safely be resold for legitimate hygiene or safety reasons, where a lawful exception applies

These exclusions do not remove your rights concerning faulty or misdescribed products.

7. Sale and Promotional Products

Products purchased during sales or promotional events remain eligible for applicable statutory rights.

Our standard 30-day returns policy also applies unless a clearly disclosed, lawful exception is relevant.

8. Exchanges

If you would like a different product, size or specification, please contact our customer support team.

Where a direct exchange is unavailable, we may recommend returning the original item and placing a new order.

9. Refund Processing

Once we receive and assess a return, we will notify you of the outcome.

Approved refunds are issued to the original payment method unless another method is expressly agreed and legally permitted.

For statutory cancellations, refunds will be made within the applicable legal timeframe, generally within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back.

For other approved returns, we aim to process refunds within 7 business days after inspection.

Your bank or payment provider may require additional time to display the refund.

10. Original Delivery Charges

For statutory cancellations, we will refund the original basic delivery charge where required by law.

Additional charges paid for a premium delivery method may not be refundable beyond the cost of the least expensive standard delivery option offered.

For voluntary change-of-mind returns outside statutory cancellation rights, original delivery charges are generally not refunded unless otherwise agreed.

11. Statutory Cancellation Rights

For most online purchases, UK consumers have a legal right to cancel within 14 days of receiving their goods, subject to statutory exceptions.

After notifying us of cancellation, you normally have a further 14 days to return the goods.

Our 30-day returns policy provides additional flexibility and does not replace or limit these rights.

12. Contact Information

Walton's Hardware

721 Knutsford Rd, Latchford East, Warrington WA4 1JY, United Kingdom

Email: help@waltonshardware.com

Phone: +44 19 2565 9920

Website: https://waltonshardware.com