Return & Refund Policy

BNS Hardware (bnshardware.lk) is committed to ensuring your satisfaction. This policy applies to all purchases, whether made online at bnshardware.lk or in-store at any BNS Hardware outlet. It explains how returns and refunds are handled, and clarifies the role of manufacturer/seller warranties and payment gateway terms.

Eligibility for Returns

  • Timeframe: Returns must be initiated within 7 days of delivery or purchase.
  • Condition: Items must be unused, uninstalled, in original packaging, and in a resalable condition.
  • Proof of Purchase: A receipt, order number, or payment confirmation must accompany any return.
  • Reason for Return: You may return a product if it was delivered damaged, defective, or not as described. (Goods must not be damaged by customer misuse.)
  • Inspection: Please inspect your items upon delivery. BNS Hardware offers a money-back policy on any products not meeting the stated quality standards, and will replace items found defective at no extra cost. However, if you accept and sign for the delivery, the item is assumed to meet your expectations, and returns for quality issues will no longer be permitted.

Non-Returnable Items

The following items cannot be returned:

  • Used, installed, or damaged items (other than defects not caused by the customer).
  • Any electrical or electronic product that has been unsealed or activated.
  • Clearance, final-sale, or promotional items.
  • Custom-made or special-order items.
  • Hazardous or perishable goods (e.g., paint, chemicals, adhesives, cement).

How to Initiate a Return

  1. Contact Customer Support within 7 days of delivery/purchase. Call 0777-121084 or email info@bnshardware.lk.
  2. Provide your Order Number (or invoice number) and a brief explanation of the issue. Include clear photos of the product if it is damaged or defective.
  3. Our team will review your request and, if approved, provide instructions for returning the item (or arranging pickup).

Return Shipping

  • Customer-Paid: Unless the item was incorrect or defective, return shipping is the customer’s responsibility.
  • Damaged/Incorrect Items: If your return is due to our error (wrong item shipped) or a defect, BNS Hardware will cover return shipping.
  • Pickup Service: In some areas, we may arrange a pickup for returns at no cost once the return is approved.

Refunds

  • After we receive and inspect the returned item, we will notify you of the refund status.
  • Approved refunds are typically processed within 5–7 business days to your original payment method or by bank transfer.
  • Shipping Fees: Delivery or shipping charges are non-refundable, except when the return is due to our error (e.g. damaged or incorrect items).

Exchanges

  • We do not offer direct exchanges. To exchange an item, please return the original item for a refund (per the above terms) and place a new order for the desired product.

Damaged or Defective Products

  • If an item arrives damaged or defective, contact us immediately (within 48 hours). Provide photos and a description of the issue.
  • BNS Hardware will work with you to replace the item or issue a refund, depending on your preference. Our policy ensures that any product failing to meet its quality specifications will be replaced at no extra charge.

Manufacturer and Brand Warranty Policies

  • BNS Hardware is a reseller of many branded products (e.g. Makita, Bosch, etc.). Some products carry manufacturer or seller warranties (international or local). Customers should note that these original warranty and return policies also apply.
  • Original Warranties: You are bound by the original seller’s or manufacturer’s warranty terms for defects or returns on those items. For example, a tool with a Makita or Bosch warranty must be handled under that brand’s warranty policy. BNS Hardware will honor and facilitate those policies whenever possible.
  • Dispute Resolution: Any disputes about warranty coverage or returns under the brand/manufacturer policy are governed by the brand’s terms, not by BNS Hardware directly. Nonetheless, BNS Hardware will act in good faith to help coordinate with the manufacturer or seller on your behalf.

Payment Gateway Terms

  • All online payments on bnshardware.lk are processed through secure payment gateways (such as the Sampath Bank Payment Gateway, etc.). Use of these payment services is subject to the gateway providers’ own terms and conditions, in addition to our terms.
  • By completing a payment, you agree to the sale’s terms and conditions as provided on your invoice. (Our invoice terms explicitly state that by making payment you accept all stated terms.) In other words, if you pay via Sampath Bank IPG or any other gateway, you also agree to that gateway’s policies.

Need Assistance?

For questions about returns, refunds, or warranty issues, please contact our support team:

Phone: 0777121084 | Email: info@bnshardware.lk

We aim to make the return process as clear and fair as possible. Thank you for shopping with BNS Hardware!