Wrong Product
The delivered product differs from the confirmed item, specification, size or brand.
Delivery & Returns Guidance
Inspect Construction Orders Carefully Before Materials Are Used
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.
Before the Vehicle Leaves
Confirm the Order and Delivery Details
Order number or enquiry reference
Supplier or store name
Product names and specifications
Quantities and units of measure
Delivery location
Visible packaging condition
Delivery note or supporting documentation
Any agreed unloading arrangements
Where practical, check the delivered goods against the confirmed order before they are moved away from the unloading area.
Inspect the Goods
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.
When Something Is Wrong
Record the Issue Clearly and Promptly
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.
Reporting an Issue
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.
Eligibility Review
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.
Special Product Conditions
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.
Before Processing or Dispatch
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.
Review Order Status
Refund Review
Refunds Are Considered After the Order and Evidence Are Reviewed
01
Report the Issue
Provide the order details, evidence and requested resolution.
02
Review the Information
Golden Hammer may review the order, payment, delivery information and product condition.
03
Consult the Supplier
The supplier may need to confirm product details, stock, delivery or return requirements.
04
Confirm Any Return Arrangement
Do not return goods until the location, contact person, method and applicable costs are confirmed.
05
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.
Related Guidance
Review the Information Connected to the Order
Order Support
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.