Delivery & Returns

Golden Hammer helps buyers understand what to check when construction materials, tools, equipment or site supplies are delivered.

Return, replacement, cancellation and refund requests depend on the product, supplier arrangements, order status, condition of the goods and supporting information. The formal Refund and Returns Policy applies whenever eligibility needs to be determined.

Confirm the Order and Delivery Details

Where practical, check the delivered goods against the confirmed order before they are moved away from the unloading area.

Check Products Before They Are Mixed, Cut, Installed or Used

Construction materials may become difficult to return once they have been opened, altered, mixed, installed, consumed or incorporated into a project.

• Correct product type and brand
• Correct measurements or dimensions
• Correct quantity and packaging
• Visible cracks, breakage or deformation
• Water, moisture or contamination
• Seals, labels and batch information where relevant
• Missing components or accessories
• Differences from the confirmed order

Do not use or alter goods that may need to be reviewed unless doing so is necessary to prevent further loss or damage.

Record the Issue Clearly and Promptly

Wrong Product

The delivered product differs from the confirmed item, specification, size or brand.

Visible Damage

Goods arrive cracked, broken, bent, wet, contaminated or otherwise visibly affected.

Missing Quantity

The delivered amount is less than the confirmed order or delivery documentation.

Missing Components

Parts, accessories or items listed with the product are not included.

Eligibility for return, replacement, credit or refund remains subject to review, the formal policy and the circumstances of the order.

Provide the Information Needed to Review the Order

• Full name and contact number
• Order number
• Supplier or store name
• Product name and quantity
• Description of the problem
• Clear photographs of the goods
• Photographs of packaging and labels
• Delivery note or order documentation
• Video where it helps explain the issue
• Delivery location and date
• Payment reference where relevant

Keep the products, packaging and documentation available while the matter is being reviewed.

Not Every Product or Order Can Be Returned

Return eligibility may depend on several practical and contractual factors.

Product Condition

Goods may need to remain unused, unaltered and in an appropriate condition for review.

Product Type

Some materials become unsuitable for resale after opening, mixing, cutting or exposure.

Order Status

Cancellation or return options may change after processing, loading, dispatch or delivery.

Supplier Arrangements

The applicable supplier terms and the circumstances of the order may affect the available resolution.

Some Construction Goods May Have Return Restrictions

The following products may be restricted or require additional review depending on their condition and the confirmed order.

• Opened or partly used products
• Mixed cement, mortar, grout, paint or chemicals
• Cut steel, timber, pipes, cable or fabricated materials
• Custom-made or specially ordered products
• Loose sand, ballast, aggregates or other bulk materials
• Products delivered in specially arranged quantities
• Installed or incorporated products
• Products damaged after delivery
• Clearance or specially priced goods where restrictions were disclosed

This list is general guidance and does not replace the formal Refund and Returns Policy.

Request Changes as Early as Possible

Contact Golden Hammer promptly when an order needs to be changed or cancelled.

Order Submitted

Changes may be easier before the supplier begins processing the order.

Supplier Processing

Options may become limited once stock has been reserved or prepared.

Loading or Dispatch

Cancellation may no longer be available after loading, dispatch or special delivery arrangements.

Custom or Bulk Commitments

Special materials, fabricated products and bulk orders may involve supplier costs that affect cancellation eligibility.

Do not assume that submitting a cancellation request automatically cancels the order.

Refunds Are Considered After the Order and Evidence Are Reviewed

Report the Issue

Provide the order details, evidence and requested resolution.

Review the Information

Golden Hammer may review the order, payment, delivery information and product condition.

Consult the Supplier

The supplier may need to confirm product details, stock, delivery or return requirements.

Confirm Any Return Arrangement

Do not return goods until the location, contact person, method and applicable costs are confirmed.

Communicate the Outcome

Possible outcomes may include further inspection, return approval, replacement, store credit, partial adjustment or refund, depending on the circumstances.

Delivery, loading, unloading and return-transport costs may not be refundable. Refund timing may depend on approval, the supplier, the payment method, the order status and whether goods must first be returned.

Review the Information Connected to the Order

Need Help With a Delivery or Return Question?

Contact Golden Hammer with the order number, supplier, product details and supporting evidence so the matter can be reviewed clearly.