Refund policy
At CT Hardware, we prioritize the quality and authenticity of our products. We take great care in delivering your order and ensuring that each item meets the highest standards. However, if you're not completely satisfied, our returns and refunds policy is designed to assist you. Please review the information below to understand how to return items and request a refund.
Return Eligibility
You may return items within 7 days of receiving them if:
- The product is defective, damaged upon delivery, or incorrectly supplied.
- The product remains unused and is in its original packaging and shipping container.
Non-Returnable Items:
- Special indent orders and customized products are not returnable unless they are defective or damaged.
Faulty, Incorrectly Supplied, or Damaged Items
If you receive a product that is faulty, damaged, or incorrectly supplied, please notify us within 7 days of receipt to request a return and follow these steps:
1. Contact Us: Reach out to our customer service team at support@cthardware.com or 03-78730000 to initiate the return process.
2. Provide Details: Share your order number, original invoice number, and reason for the return, along with any supporting photos if the product is damaged or defective.
3. Approval: Once we approve your return, we will provide you with instructions for shipping the item back to us.
Once we receive and inspect the returned items, we will either:
- Replace the goods or
- Arrange a refund to your original payment method or bank transfer (if the original method is no longer valid).
Large Item Return Policy
For heavy or bulky items, please carefully inspect the product upon delivery. If any damage is visible on the packaging, sign it as damaged or refuse delivery to avoid any unnecessary freight costs. For large item returns, customers may be responsible for the actual freight charges if:
- You miss the delivery appointment, or
- You return a non-damaged, non-defective item.
Restocking Fees
A 15% restocking fee will apply in the following situations:
- Non-defective products returned in a visibly used or damaged condition.
- Unauthorized returns or items shipped back after 7 days without approval.
- Returns for reasons other than a shipping error or product defect.
Return Shipping
- Other Reasons: For returns due to reasons other than product defects or damage (e.g., change of mind), you will be responsible for the return shipping charges.
Refund Process
The returned goods/products will be checked along with the receipt, and the items should be in good condition. The packaging must also be in its original condition and in the original shipping container as received. If the goods/products have been used or damaged by the customer, no refund will be issued. CT Hardware is not responsible for any shipments lost during the return transit. Once we receive and verify the condition of the returned item, we will process your refund. Refunds will be made to the original payment method used at the time of purchase. If the original payment method is no longer valid for a refund, we may process the refund via bank transfer.
- Processing Time: Please allow 7-10 business days for the refund to appear in your account after we receive the returned item.- Partial Refunds: In some cases, only partial refunds will be granted, such as if the product shows signs of use or is returned without its original packaging.
If you need to exchange a product for the same item due to defects or damages, please contact our customer service team to initiate the exchange process. We will arrange for a replacement to be sent once we receive the returned item.
Certain items cannot be returned or exchanged, including:
- Clearance or sale items- Consumable products such as batteries or lubricants
- Customized products or Special Order Items
Warranty & After 7 Days
After 7 days, products are no longer covered by our returns policy. Warranty claims after this period must be directed to the respective manufacturer’s authorized service center for repairs. For more information, please visit our Warranty Guidelines page or contact the manufacturer directly.
When returning an item, please ensure:
- The item is in its original packaging with all parts, manuals, and accessories included.
- The item is securely packaged to prevent damage during shipping.
Please return your purchase to the following address:
Address: No.1,Jalan SS2/3,47300 Petaling Jaya,Selangor, Malaysia
At CT Hardware, your satisfaction is our priority. If anything doesn’t meet your expectations, we are committed to resolving it. Our customer care team will assign a Care Executive to personally assist you through the resolution process.
- Email us at support@cthardware.com or Call us at 03-7873 0000 for support.
- We will acknowledge your issue immediately and aim to provide a full response within 2 working days. If further investigation is needed, we will keep you informed throughout.