Bring it back

Start with the store

The return window, the label and the refund all sit with the store that took your payment. Open the return there first — it starts the clock and it is the only route that moves money. Nothing we do from here replaces that step.

Then tell us, if it was our mistake

A wrong count in the bag, a measurement that does not match the part, plating that came off in the first week — those are manufacturing problems, and the store cannot fix the next batch. Send a photo to the front counter and it goes into the file for that product.

Keep the packaging for a few days

Small parts are hard to return loose. The resealable bag the item arrived in is usually the best way to send it back. Keep the outer carton until you are sure the part fits.

Parts that cannot come back

Adhesives and sealants once opened, blades once used, and anything cut to a custom length. That is a safety and hygiene line rather than a commercial one, and the store applies it at their end.

What we do with the information

Returns that point at a manufacturing fault change the specification. Several of the revisions on our current range — a wider bead hole, a stronger breakaway on a lanyard, a deeper thread on a standoff — started as a customer photograph attached to a complaint. That is the most useful mail we get.