- Scope of policy application
This policy applies to all purchased hardware products (such as tools, accessories, consumables, etc.).
Customized products, clearance items at special offers, or items clearly marked as “non-returnable and non-exchangeable” are not subject to any return or exchange requests. - Returns and refunds are not supported
Due to the special nature of hardware products (considerations of hygiene, safety and replicability), we do not accept no-reason returns or refunds, including but not limited to the following situations:
The product has been unsealed, used or installed.
Customer’s wrong purchase or subjective reasons (such as color and size not meeting expectations);
Return and exchange requests not caused by quality issues. - Exception handling: Quality issues
If the goods have manufacturing defects or damage caused by transportation upon delivery, please provide the following materials to the customer service email tenswait@heaterhardware.com within 48 hours after receiving the goods:
Order number and problem description;
Clear photos/videos of product defects;
Proof of damage to the outer packaging of logistics (if applicable).
After verification, we will replace the product with the same one for you or offer you points compensation (the specific plan is subject to communication with customer service). - Precautions
Before the return request is confirmed, please do not send the goods back by yourself. Otherwise, we reserve the right to reject them and will not cover the shipping cost.
International orders may involve customs duties and fees, which will not be refunded when a refund is made. - Contact Information
Have questions about the policy? Please contact us in the following ways:
Email: tenswait@heaterhardware.com