Refund policy
REFUND POLICY
Last updated: 2nd September 2026
This Refund Policy applies to purchases made from DIY Hardware Store, a trading name of Murpak Ltd (Company No. 02749401).
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RETURNS
We accept returns within 30 days of delivery.
To be eligible for a return:
- Items must be unused and in their original condition
- Items must be returned in original packaging where possible
- Proof of purchase (order number) is required
We reserve the right to refuse returns that do not meet these conditions.
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NON-RETURNABLE ITEMS
The following items cannot be returned:
- Used or installed items
- Items damaged due to misuse or improper handling
- Custom or special-order products (if applicable)
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FAULTY OR DAMAGED ITEMS
If your item is faulty, damaged, or not as described, please contact us as soon as possible:
sales@diyhardwarestore.co.uk
Telephone: 0161 503 1100
We will:
- Offer a replacement, repair, or refund as appropriate
- Cover any return shipping costs for faulty items
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CHANGE OF MIND RETURNS
If you wish to return an item due to a change of mind:
- You are responsible for return shipping costs
- Items must be returned within 30 days of delivery
- Items must be unused and in a resaleable condition
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REFUNDS
Once we receive and inspect your return, we will notify you of the outcome.
If approved:
- Refunds will be issued to the original payment method.
- Once processed, refunds typically appear within 5 to 10 working days, although this may vary depending on your payment provider.
Where a return is made under your statutory cancellation rights, any refund will be made in accordance with applicable consumer protection legislation.
For returns outside your statutory cancellation rights, original delivery charges may not be refundable unless the item is faulty, damaged, or supplied incorrectly.
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EXCHANGES
We only replace items if they are defective or damaged. If you need an exchange, please contact us.
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RETURN PROCESS
To request a return, please contact us at:
Email: sales@diyhardwarestore.co.uk
Please include:
- Your order number
- Details of the issue or reason for return
- Photographs of the item, if it is damaged or faulty
Once we have reviewed your request, we will provide instructions for returning the item(s) and confirm the appropriate returns address.
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RETURN ADDRESS
Please do not return any goods without contacting us first. Return instructions and the correct return address will be provided once your return request has been authorised.
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YOUR RIGHTS
Nothing in this policy affects your statutory rights under UK consumer law.
Under the Consumer Contracts Regulations 2013, consumers have the right to cancel most online purchases within 14 days of receiving the goods.
You must notify us of your decision to cancel within this period. Returned goods must be sent back within 14 days of notifying us.
Certain items may be exempt from cancellation rights, including personalised or custom-made products.
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CONTACT US
For any questions regarding returns or refunds, please contact:
DIY Hardware Store
A trading name of Murpak Ltd
Email: sales@diyhardwarestore.co.uk
Telephone: 0161 503 1100
Registered Office:
Unit 1, Harleston Street
Sheffield
S4 7QB
United Kingdom