In short: you can return unused items in their original packaging within 14 days of delivery. For change-of-mind returns, the customer pays return shipping. If an item arrives damaged, defective or wrong, contact us within 7 days of delivery with photos and we will send a replacement or give you a refund.
Return window
You have 14 days from the date your order was delivered to request a return.
What can be returned
- Items that are unused and in the same condition you received them.
- Items in their original packaging, with all included parts, inserts and accessories.
We can't accept returns of items that have been used, written in, stuck down or otherwise altered, or items without their original packaging, unless the item arrived damaged, defective or wrong.
How to start a return
- Email us at fastenerhero@gmail.com or use our contact form within 14 days of delivery.
- Include your order number, the items you want to return and the reason for the return.
- We will reply with return instructions and the return address.
- Pack the items securely in their original packaging and send them using the instructions we provide. We recommend a tracked shipping service.
Please don't send items back before contacting us. Returns that arrive without a return request can't be matched to an order.
Return shipping costs
For change-of-mind returns, such as ordering the wrong size or deciding you don't need an item, the customer pays the return shipping.
Damaged, defective or wrong items
If your item arrives damaged, defective or different from what you ordered, contact us within 7 days of delivery. Please include clear photos of the item, the packaging and the shipping label. Once we review the photos, we will send a replacement or give you a refund, and we will tell you whether the item needs to come back.
Refunds
After your return arrives and we have inspected it, we issue the refund to your original payment method and send you a confirmation email. Your bank or card provider may take a few extra days to show the refund on your statement.
Exchanges
If you would like a different item, size or design, the quickest way is to return the original item following the steps above and place a new order for the item you want.
Cancellations
To cancel an order, email us as soon as possible with your order number. If the order has not been prepared for shipping yet, we will do our best to cancel it and refund you. Orders that have already shipped follow the return process above.
Questions
See our FAQ, the full refund policy or contact us. We reply by email.