Returning an item bought in store
If you bought an item in store and have changed your mind, please return it to us as soon as possible, ideally within 14 days of purchase.
To help us process your return, please bring:
Your receipt or proof of purchase
The item in its original packaging, where possible
Any accessories, instructions or parts included with the item
Items should be unused, in a resaleable condition and returned with any original packaging.
Please note that, for items bought in store, change of mind returns are offered at our discretion. Your statutory rights are not affected. In the UK, shops do not have to offer a refund for in-store purchases where the item is not faulty, unless their own policy allows it.
Faulty, damaged or incorrect items
If an item is faulty, damaged, not as described or not fit for purpose, please bring it back to us with your receipt or proof of purchase.
Depending on the issue, we may offer a refund, repair or replacement. Citizens Advice states that customers may be entitled to a refund, repair or replacement if something has gone wrong with an item they have bought.
Please do not continue using an item if you believe it may be faulty, unsafe or damaged.
Items we may not be able to return
Some items may not be suitable for return unless they are faulty. This may include:
Cut keys
Mixed paint
Made-to-order or specially ordered items
Opened or used products
Items without proof of purchase
Products that have been damaged after purchase
Items that cannot be resold for safety or hygiene reasons
Please ask us before purchasing if you are unsure whether an item can be returned.
Refunds
Where a refund is agreed, we will usually refund you using the original payment method.
Please allow a few working days for card refunds to appear in your account. The exact timing may depend on your bank or card provider.
Exchanges
Where suitable, we may offer an exchange instead of a refund. This can be helpful if you have bought the wrong size, fitting, colour or product type.
Please bring the item back to the shop and we will help you find the right replacement where possible.
Online orders and delivery
Collins Hardware does not currently offer online ordering through this website.
If you have arranged a local delivery directly with the shop, please contact us as soon as possible if there is a problem with your order.
For online or distance sales, UK rules normally give customers the right to cancel an order up to 14 days after delivery, and refunds must usually be made within 14 days of receiving the returned item.
Proof of purchase
To process a return, refund or exchange, we will usually need to see proof of purchase.
This could be:
A till receipt
A card receipt
A bank statement showing the purchase
An order or delivery note, where applicable
How to return an item
The easiest way to return an item is to bring it back to the shop.
Collins Hardware
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Please include your receipt or proof of purchase and tell us what the problem is, or why you would like to return the item.
Your statutory rights
This returns and refunds policy does not affect your statutory rights. Your rights may vary depending on whether the item was bought in store, ordered remotely, faulty, damaged, customised or specially ordered.