Refund and Returns Policy
Clear guidance for returns, refunds, cancellations, and order issues.
Important Return Notice
Construction materials can be difficult to return once delivered, opened, mixed, cut, loaded, or used. Please inspect goods carefully and contact Golden Hammer quickly if there is a problem with your order.
How Returns and Refunds Work
Return Eligibility
Returns may be accepted only after review and confirmation. Eligibility depends on the product type, supplier policy, condition of the goods, delivery status, and whether the item was standard, bulk, custom, or specially arranged.
Items That May Not Be Returnable
Bulk materials, opened packaging, used items, custom orders, special orders, mixed aggregates, cut steel, delivered sand, ballast, cement, or goods damaged after delivery may not be eligible for return unless otherwise confirmed.
Damaged, Wrong, or Missing Goods
Customers should inspect goods on delivery where possible. If goods are damaged, wrong, missing, or not as agreed, contact Golden Hammer as soon as possible with order details, photos, delivery notes, and supplier information.
Order Cancellations
Cancellation requests should be made before the order is processed, dispatched, loaded, or delivered. Once a supplier has arranged stock, transport, loading, or special materials, cancellation may not always be possible.
Refund Process
Refunds, where approved, may only be processed after the order issue has been reviewed and confirmed. Refund timing may depend on the supplier, payment method, order status, and whether goods must be returned first.
Delivery and Transport Costs
Delivery, transport, loading, unloading, return transport, or logistics costs may not always be refundable. This is especially important for heavy construction materials and site-specific delivery arrangements.
Supplier Review
Some returns and refunds may require confirmation from the supplier. Golden Hammer may help coordinate communication, but final resolution may depend on supplier policy, product condition, and the evidence provided.
Proof Required
To help resolve issues quickly, customers should provide order number, product name, delivery address, photos, videos where helpful, receipt or payment confirmation, and a clear explanation of the issue.
Report Issues Quickly
Customers should report order issues as soon as possible after delivery or collection. Delays in reporting may make it harder to verify product condition, supplier responsibility, or delivery-related problems.
How to Report an Issue
Contact Golden Hammer
Send your order details and explain the issue clearly.
Share Evidence
Provide photos, videos, delivery notes, receipts, and supplier details where possible.
Review and Confirmation
Golden Hammer and/or the supplier reviews the issue and confirms possible next steps.
Resolution
If approved, a return, replacement, credit, refund, or other solution may be arranged.
Need Help With a Return or Refund?
Contact Golden Hammer for support with damaged goods, wrong items, missing products, cancellations, or refund review.
Email: info@hammer.co.ke