Pick Up And Return Policy - Hardware and Lumber



Once your order has been confirmed you may pick-up your order within two (2) working days of your order confirmation at the designated Hardware & Lumber store location indicated on your order form.

When picking up at any of our Hardware & Lumber store locations, please take the following with you:

  1. A valid government issued photo I.D.
  2. A printed copy of your invoice
  3. A printed copy of your ‘Ready for Pick-Up’ email

Where practicable you are required to inspect the items at the Pick-up for defect damage and confirmation of specifications, otherwise you are required to inspect the items within 48 hours of taking possession of same.


If you are not satisfied with your order you may be entitled to cancel your order or to return the items and obtain either a refund or exchange of your purchase subject to the following terms and conditions:


You may cancel your order any time within 24 hours of placing the order.

Once the item has been ordered and payment processed Hardware & Lumber will hold it at the location designated for pick for a maximum of  ten (10) days from the date of purchase as stated on your order confirmation. If your purchase is not picked up within this time, Hardware & Lumber reserves the right to either contact you to request pick up or to cancel your order issue a credit to your account.

Returns & Requirements

Provided that the items is in the same condition it was received at the point of pick up and the item does not fall outside of the non-returnable items herein, you may return the item purchased within seven (7) days of purchase. Hardware & Lumber will either exchange the item based on availability of the replacement item or issue a credit to your account. It is your duty to immediately examine all goods at the designated Hardware & Lumber  pick up locations or as soon as is practicable but in any event you are required to return the item within thirty (30) days of the date of taking possession of same.

If notification of damage to the item is not received by Hardware & Lumber within this period, you will not be entitled to any exchange of the item or credit to your account and Hardware & Lumber shall not be liable whatsoever in respect of the item whether damaged or otherwise.  

This is a non-exhaustive list of items and circumstances in which the Returns would not be applicable as follows to:  

(a) for financial services, including investment services, insurance and reinsurance operations, and banking services;

(b) purchases conducted by auction;

(d) where the price for the supply of the goods, services or facilities in question is dependent on fluctuations in the financial markets and cannot be controlled by the supplier;

(e) where the items in question-

(i) are made to the consumer’s specifications;

(ii) are clearly personalized (e.g., finish, colour, size) or where a manufacturer builds only to order and are non-returnable; 

(iii) by reason of their nature cannot be returned;

(iv) are likely to deteriorate or expire rapidly;

(v.) where audio or video recordings or consumer software are unsealed by the consumer;

(vi.) for the sale of newspapers, periodicals, magazines or books; or

(vii.) for the provision of gaming or lottery services.

Return Items Process

In order to obtain a refund or exchange you are required to comply with the following process for returns. Customer will:

  • Bring the Item to the store Hardware & Lumber (H&L) store location where pick-up was done
  • Present original receipt generated at the time of pick-up
  • A valid government photo Identification

Items can only be returned by the person who ordered and/or picked up the Item

H&L Customer Service will verify that Item meets the Return Policy requirements as set out above. Once the H&L confirms that the requirements for return of the Item meets the Return Policy requirements, are met, H&L will

  • Generate return receipt from its System
  • Credit the purchase price to the Customer’s Credit Card on file used for the original purchase

H&L endeavours to have refunds credited within two (2) business days (less any applicable restocking charges) but in any event no later than fifteen (15) days from the date the  Item was returned to H&L and the refund approved.

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