Frequently Asked Questions
1. What is your return period?
Products must be inspected upon delivery, and any issues or defects must be reported to Anchor Fasteners in writing within five (5) days of delivery.
2. Can I return a product if I ordered the wrong item?
Returns for incorrectly ordered items may be accepted at Anchor Fasteners’ discretion and must be authorized in writing before the goods are returned.
3. Do I need approval before returning goods?
Yes. All returns require prior written authorization from Anchor Fasteners. Unauthorized returns may be refused.
4. How do I request a return?
You can request a return by contacting our customer service team and providing your order number, invoice number, product details, and the reason for the return.
5. What should I do if my order arrives damaged?
If your order arrives damaged, please notify us in writing within five (5) days of delivery and provide photographs of the damaged products and packaging where possible.
6. What happens if I do not report an issue within five days?
Failure to report any defects, shortages, or discrepancies within five (5) days of delivery will be deemed acceptance of the goods.
7. Are custom or special-order products returnable?
No. Custom-made, special-order, and non-standard products cannot be returned or cancelled once the order has been processed or manufactured.
8. Can I cancel my order after it has been placed?
Orders may only be cancelled with written approval from Anchor Fasteners. Cancellation requests are reviewed on a case-by-case basis.
9. Is there a cancellation fee?
Orders that have already been dispatched may be subject to a cancellation and retrieval fee of up to 25% of the order value.
10. How long does it take to process a refund?
Once approved returned goods have been received and inspected, refunds or credits will be processed within a reasonable period. Processing times may vary depending on the payment method used.
11. Will shipping charges be refunded?
Shipping, delivery, and handling charges are generally non-refundable unless the return is the result of an error made by Anchor Fasteners.
12. What if I receive the wrong product?
If you receive an incorrect item, please contact us within five (5) days of delivery. We will investigate the issue and arrange a suitable resolution.
13. Do your products carry a warranty?
Yes. Anchor Fasteners warrants that products supplied are free from defects in materials and workmanship at the time of delivery, subject to the terms and conditions of sale.
14. What products are not eligible for return?
Products that have been modified, altered, improperly stored, damaged through misuse, or specially manufactured for a customer are not eligible for return.
15. Who pays for return shipping costs?
Unless otherwise agreed in writing, the customer is responsible for return shipping costs. If the return is due to a confirmed error by Anchor Fasteners, return shipping arrangements may be made by us.
16. Can I exchange a product instead of receiving a refund?
Where appropriate and subject to stock availability, Anchor Fasteners may offer a replacement or exchange instead of a refund.
17. What information should I include when reporting a problem?
Please provide your invoice or order number, product details, a description of the issue, quantities affected, and photographs where applicable.
18. Can I return products that have already been installed or used?
Products that have been installed, used, altered, or modified may not qualify for return unless a manufacturing defect is confirmed.
19. What if my shipment is missing items?
Any shortages must be reported within five (5) days of delivery. Please include the order number and details of the missing items when contacting us.
20. How can I contact Anchor Fasteners regarding returns or refunds?
You can contact our customer service team using the contact details provided on our website. Please have your order information available to help us assist you more efficiently.