RETURN POLICY
Who is Hardware Crate?
Hardware Crate, a company called SF SYNERGY HUB SDN. BHD., having its registered office in 22-1, JLN RADIN BAGUS 3, BANDAR BARU SRI PETALING 57000 KUALA LUMPUR MALAYSIA, offers various retail products including Daily Essentials, Hardware, Electrical, Household Car Accessories, Stationeries, Toys, and Others through its website hardwarecrate.shop. (“Platform”) sold by Hardware Crate (“Products”) to the users of the Platform (“Customers”).
What is the Return Policy?
2.1 Hardware Crate’s Return Policy is designed to protect our Customers against unsatisfying or damaged Products by offering a 100% refund based on our Customers’ preferences upon mutual agreement meeting the return terms and conditions, once the Products have been delivered to the Customer after purchase from the Platform. Any return of Products by Customers shall be governed by and subject to the terms and conditions set out under this Return Policy.
2.2 Customers are required to peruse and understand the terms of this Return Policy. If Customers do not agree to the terms contained in this Return Policy, Customers are advised to forthwith leave and stop using the Platform. The terms contained in this Return Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for the purchase of Product(s) on the Platforms.
Terms of Refund and Return to Repair
3.1 This Return Policy is only applicable if the Products that you wish to return are purchased from the Platform. Purchases from Hardware Crate retail stores and other e-commerce platforms will not be eligible for this Return Policy. This policy does not apply to Products that have been stated as non-exchangeable or non-refundable on the Platforms.
3.2 The Customers shall initiate refund requests not later than 7 (seven) days from the date on which you received the delivery of the Products. Products with the label Hardware Crate Premium (Electrical Appliances) and selected Power Tool products are entitled for a 1 (one) year warranty (Labelled with 1-Year Warranty).
3.3 Products to be returned will require the Customers to first send a request via Hardware Crate Return Management System (RMS) by logging into your account. Customers are required to select the quantity of the Product, the reason for return, Product condition upon received, and return resolution. Customers must attach supporting video/images of the Products with at least 2 (two) different angles, pictures of the outer and inner of the packaging with courier label, bubble wrap/box, and the fragile sticker. Customer Support may request additional related supporting documents based on the Return Reason. Failure to provide such documents may result in delayed approval and return rejection. The return request will be reviewed by Hardware Crate Customer Support, and Customers will be notified of the status of the request within 24 business hours. In the event that Customers made purchases without logging into the account, you may request a return within the validity timeframe by sending an email to sfsynergy33@gmail.com with the above documents attached.
3.4 In the event a Customer returns a Product that is not accompanied by the accessories, gifts, or other items originally bundled with such Product, Hardware Crate shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such Customer is entitled to.
3.5 The returned Product must follow return requirements as below:
3.5.1 Products that are received with tags attached must be returned with those tags intact.
3.5.2 No return for intimates, undergarments, clothes, accessories, and beauty Products due to hygiene reasons.
3.5.3 No return Products that are face masks and face shields due to reasons of hygiene and safety unless these Products were damaged/manufacturing defect upon received, failed to be delivered, or returned to us in unused, factory-packed conditions.
3.5.4 Product that is purchased as part of a set or multi-item pack, has to be returned as a whole set.
3.5.5 The return Products must not be in use after opened if the return is due to damage upon arrival, wrong item, unwanted, expired item, and the incomplete parts.
3.5.6 Return of full/complete sets (along with original packaging, instruction book (if any)) are required for the reason of damage upon arrival, quality issue (manufacturing defects/damage), wrong item, and expired item.
3.5.7 Under the return reason of quality issue (manufacturing defect), wrong item, and incomplete part, the returned Product must not be in damage/scratch condition.
3.6 Refund process:
3.6.1 For purchases under a Non-business account, the Customer is able to opt for an online refund. The online refund performs refund through the initial payment method upon receiving and approval of the returned Product at Hardware Crate Warehouse where the return shipping fee is borne by the Customers.
3.6.2 Hardware Crate shall initiate a process of refund of the money paid by the Customer towards the purchase of the returned Product if upon conducting quality checks, it is satisfied that the Product being returned entitles the Customer to a refund. It is further clarified that Hardware Crate shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
3.6.3 The online refund amount will be credited to the Customer’s account with the same mode as the original purchase within 14 working days.
3.6.4 Hardware Crate shall send the credit memo and/or email notification in regards to the online refund in the process either due to out of stock, return Products, or failure delivery order.
3.6.5 Hardware Crate shall make all reasonable attempts to keep the Customer apprised of the status of refund through updates shared on the Customer’s registered email address. Hardware Crate disclaims all liabilities that may arise on account of its failure to keep the Customer apprised of the status of the refund. Hardware Crate shall not process any refund of the order after several attempts of approaching the Customer and exceeded the given due date.
3.6.6 Should the Customer receive incomplete Products in the order without a credit memo and/or email notification, the Customer must notify Hardware Crate Customer Support within seven (7) days upon delivery date. Hardware Crate will do the investigation and notify the Customer of the outcome.
3.6.7 It is expressly clarified that the refund entitled to by the Customer shall not include money paid towards shipping and handling charges or any other such charges applicable from time to time unless for reasons attributable to, and accepted by Hardware Crate after due verification at its sole discretion.
3.6.8 All cash vouchers are not refunded. Only the balance amount that the Customer has paid will be refunded. This applies to bundled Products, promotional Products, or Products that come in sets.
3.6.9 Any order placed via Click and Collect should be collected within 7 calendar days after it has successfully arrived at the selected Hardware Crate Outlet. Should no one be available to collect the parcel, the order may be forfeited after the stipulated time given. Therefore, Hardware Crate will not refund the Customer any amount that the Customer has spent on his/her order.
3.7 Return to Repair Process:
3.7.1 For selected Power Tools and EMTOP series (1-Year Warranty), the Customer shall receive a Return to Repair email upon submitting the RMA request whereby the Customer is required to return the Products to Hardware Crate Warehouse. Repair may take up to 30 days. Kindly keep the necessary documents for reference. The Customer is eligible for this no-limit Warranty from the delivery date.
3.8 Online exclusive Products:
3.8.1 For any Products purchased under this series, there is strictly no refund allowed.
3.8.2 For any Products purchased under this series, Hardware Crate will only allow a refund under the below return reason:
- Damage Upon Arrival
- Quality Issue
- Wrong Item
- Incomplete Parts
3.8.3 Any return request for Products purchased under this series will still be required to follow Hardware Crate’s normal return procedure and rules as stated above.
3.9 Refund for purchased Products shall not be entertained by Hardware Crate if:
3.9.1 The return Product does not match the return requirements (refer to clause [3.5]);
3.9.2 The return Product condition is different from the return request;
3.9.3 The return Product is different from the mutual agreement with Hardware Crate Customer Support in the approval email;
3.9.4 The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the Customer;
3.9.5 The return Product was not from the return order and it is not purchased from Hardware Crate Website;
3.9.6 The accessories delivered with the Product (such as chargers, cables, user manuals, etc.) are not returned along with the Product, in an undamaged condition;
3.9.7 The return Product is misused, abused, altered, tampered, or failure of the Customer to follow normal operating procedures outlined in the user manual.
3.9.8 Return is not applicable for wear and tear parts, Products’ electric circuits, chargers, batteries, and accessories.
Hardware Crate For Business:
4.1 In the event that the customer makes a purchase using a Hardware Crate Business account, the customer is only allowed for return resolution: online refund. Hardware Crate reserves the right to discuss with the customer based on the mutual agreement upon the customer’s request within the return timeframe (7 days from the delivery date).
4.2 Should the customer opt for a refund online (Return to Warehouse), the customer may either return the Product by using their own logistic partners or Hardware Crate reverse logistic partners.
4.3 The process of a return request is similar to all above.
- Hardware Crate reserves the right to amend this Return Policy at any time without prior notice.