Refund policy

At Vertical Designer Hardware, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.

Returns & Exchanges

You may request a return or exchange within 7 days of receiving your order.

To initiate a return or exchange request, please email shop@verticaldesignerhardware.com with:

Your order number
Clear images of the product
A brief explanation of the issue

Once your request is approved, our team will guide you through the return process. Refunds or replacements will be processed after the returned product has been received and inspected.

Eligibility for Returns

To qualify for a return or exchange:

The product may be fitted to check how it looks in your space, but must be returned in perfect, resaleable condition
The product must be free of any damage, scratches, chips, dents, tool marks, or other blemishes
All original packaging, accessories, labels, and invoice must be included
The item must not be damaged due to misuse or improper handling

Home Trial Samples

Pieces purchased through our Home Trial (up to 5 samples at 50% off, one per design) follow the same conditions above. Approved returns are refunded in full or credited against your next order, whichever you prefer.

Non-Returnable Situations

Returns or exchanges will not be accepted in the following cases:

Any damage, scratches, chips, dents, or tool marks on the product, however caused
Products damaged after delivery
Missing original packaging, accessories, labels, or invoice
Customized or made-to-order products
Requests made more than 7 days after delivery

Please note that slight variations in colour, texture, or finish may occur due to screen settings and handcrafted materials. These are characteristic of hand-finished hardware and are not considered defects.

Refunds

Once the returned item is inspected and approved, refunds will be processed to the original payment method within 5–7 business days.

For Cash on Delivery (COD) orders, customers will be required to provide bank account or UPI details for refund processing.

Cancellation Policy

Orders can be cancelled before dispatch for a full refund.
Once dispatched, cancellation requests may incur shipping and handling charges.

Shipping Charges

Original shipping charges are non-refundable.
Return shipping costs may apply depending on the reason for return.

Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with product images and order details. We will arrange a replacement or resolution at the earliest, and we cover return shipping in these cases.