EquipHome – Your Satisfaction, Our Priority

At EquipHome, we aim to deliver hardware and accessories that meet our customers’ expectations for quality, appearance, and functionality. We understand that occasionally a product may need to be returned or replaced. This policy explains the conditions and procedures for returns, exchanges, cancellations, and refunds.

Return Eligibility

Proposed standard return window: 2 calendar days from delivery.

Customers may request a return of eligible standard products within 2 calendar days of receiving their order. For returns based solely on a change of preference, the following conditions apply:

• The product must be unused and uninstalled.
• The product must be in its original condition.
• The original packaging, labels, accessories, and supplied hardware should be included.
• The product must not have been damaged or altered after delivery.
• Proof of purchase or an order reference must be provided.

Return eligibility is subject to verification.

Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, incorrect, or materially different from the description, please contact our support team as soon as possible. For transit damage, we encourage customers to report the issue within 48 hours of delivery, where practical, to assist with courier investigation and prompt resolution.When contacting us, please provide:

• Order number or invoice.
• Product name and quantity.
• Description of the problem.
• Clear photographs or video, where available.
• Photographs of damaged packaging, if relevant.

After review, an eligible claim may be resolved through replacement, exchange, repair where appropriate, or a refund in accordance with applicable law.

Non-Returnable Products

For change-of-mind returns, the following products may be excluded where this restriction was disclosed before purchase:

• Customized or made-to-order hardware.
• Special finishes manufactured against customer specifications.
• Products that have been installed, altered, or damaged after delivery.
• Clearance or final-sale items specifically identified as non-returnable.
• Special bulk orders subject to separately agreed commercial terms.

Return Request Procedure

To request a return:

Step 1 – Contact Customer Support

Email [Support Email] with your order number and reason for return.

Step 2 – Share Relevant Details

Provide photographs, product information, and other reasonable supporting details, where applicable.

Step 3 – Return Authorization

Our team at EquipHome will review your request and communicate return eligibility, return instructions, and the applicable shipping arrangements.

Step 4 – Return the Product

Where a physical return is necessary, send the product to the return address provided by our team.

Step 5 – Inspection & Resolution

After receiving the returned product, we will verify its condition and communicate the available resolution.

Please do not send products undertill return is authorized by EuipHome team.

Refund Process

Where a refund is approved, EquipHome team will initiate the refund through the original payment method wherever reasonably possible.

Proposed refund initiation timeline: within 7-10 business days after approval and receipt and completion of  product inspection.

The time for funds to appear in the customer’s account may depend on the bank or payment provider. Refunds will be processed within the period required by applicable law.

Exchange & Replacement

Customers may request an exchange or replacement where:

• The product received is incorrect.
• The item has a verified manufacturing defect.
• The product is damaged on arrival.
• A different size, finish, or model is requested and is eligible for exchange.

Change-of-preference exchanges depend on product availability, return eligibility, and any applicable price difference or shipping charges. If a suitable replacement is unavailable, we will communicate the available alternatives, including a refund where applicable.

Bulk orders, dealer purchases, project supplies, and customized products may have separate commercial return conditions agreed upon before purchase. The relevant quotation, invoice, or written agreement will specify any special conditions.

 

Order Cancellation

 

Retail customer orders may be cancelled before dispatch by contacting customer support. If payment has already been received, an eligible cancellation refund will be processed through the applicable payment method. Orders already dispatched may need to follow the return procedure. Cancellation and return charges may apply. Any charges or deductions will be communicated transparently. Customized or made-to-order products are not cancellable after production has started.

Installation & Usage-Related Issues

Products should be checked for dimensions, finish, and compatibility before installation. Damage caused solely by incorrect fitting, unsuitable tools, improper cleaning, misuse, or unauthorized modification may not qualify for a change-of-preference return or warranty claim. Customers may contact us for available product information or installation-related guidance. This condition does not affect rights concerning inherent product defects.

For assistance, please contact:

EquipHome

Website: https://www.equiphome.org

Email: info@equiphome.org

EquipHome may update this policy when required by operational changes or applicable law.

Equip Home – Hardware for every space.

We aim to make every purchase a positive experience.