Cancellation And Returns

Return Policy makes it possible for you to return a product if you receive a damaged, defective, or significantly different from what was purchased—and post-verification of the defect by the service team over a video call with the customer.

Return Initiation Policy:

1.      Call customer care to log a return request.

2.      If repairing is possible on site, technicians will visit and resolve the issue.

3.      If repairing is not possible even after a technician visit, a replacement will be initiated within 10 working days.

Return & Replacement Window - A return request needs to be placed within 7 working days of delivery of the order at your address.

Return & Replacement Reasons–

We are committed to ensuring the delivery of the best quality products to you. However, in case of any issue with the product, we will ensure timely resolution within our policy framework.

We guarantee a full refund/replacement for all orders that fall under the following categories:

·         Cancellation before shipment – We respect your choice. We will ensure a full refund for any cancellations made before shipment.

·         Product out of stock but billed–For products that are no longer in stock, we provide a full refund to keep your shopping experience hassle-free.

·         Wrong product received –in case you have received a different product other than what you had placed an order for, we will be issuing a replacement unit.

·         Dead/defective on Arrival -for products that are dead/defective while receiving and are not repairable by our customer care, we will issue a replacement unit upon receiving the defective item.

Exclusions Return & Replacement:

·        Products you deem no longer in need

·        Products that have already been used or installed

·        Products that have been tampered with by any unauthorized technician open and try to repair the product within the period of replacement.

·        If repair or replacement of the product is possible by our customer care

·        Return will not be accepted for subjective or perceptive aspects like performance not as per expectation, color shade difference, etc.

·        Packaging not impacting the product structure or performance does not qualify for returns

·        If the request is outside the return window

·        If the product is not defective on arrival

Return and Replacement Process –

Raise a return request to our Consumer Care Team at 7838759418 or email at hartleytoolsofficial@gmail.com Our consumer care executives are available Monday to Saturday from 10:30 am to 06:30 pm except on public holidays.

Once your request has been logged with us, our authorized service representative will contact you within 24-48 hours to assess the issue.

In case the product is repairable: The service representative will resolve the issue. In case new spare parts are required for repair, to be arranged by a service representative at no additional cost to you.

Pick up for Replacement –

We send the return pick-up request to our logistics partners as soon as we receive the return request from you. Our Logistics partner picks up the Product/s within 3 -5 working days of receiving the request. Our Logistic Partners shall make three attempts to pick up the Product/s. If the item is not picked up in the third attempt, the return request shall be considered complete at our end. In that scenario, you can raise a fresh Return request in case you are eligible. For more details, please contact our Customer Care. Please keep the shipment ready as detailed above and ensure that you return all items for which the request was raised. If you fail to do so, the return option may not be available to you in the future, the discretion of which shall lie completely with the Company.