Refund policy

Returns & Refund Policy

By placing an order with Frontier General Hardware, you acknowledge and agree to the following return, exchange, and refund terms. These policies are designed to ensure a transparent and efficient customer experience.

1. Returns

1.1 Return Eligibility

Customers may request a return within 30 days of receiving their order. To qualify, items must be:

  • Unused and in their original condition

  • Returned in the original packaging

  • Accompanied by proof of purchase or receipt

We do not charge restocking fees.

Returns will not be accepted for items that:

  • Show signs of use or damage caused after delivery

  • Are missing parts not due to our error

  • Are returned more than 30 days after the delivery date

1.2 Return Process

To initiate a return, customers must first submit a return request through their account or contact our support team:

Once approved, we will provide a prepaid return shipping label and instructions for returning the item. Returns sent without prior authorization will not be accepted.

1.3 Return Shipping

Returns must be sent by mail only. We do not accept in-store or kiosk returns.

Customers will receive a downloadable and printable prepaid return label by email. Return shipping costs are fully covered by us.

1.4 Damaged or Incorrect Items

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately so we can review the issue and resolve it promptly.

2. Exchanges

We only replace items that are defective, damaged, incorrect, or the wrong size.

To request an exchange, contact us at:

For the fastest resolution, customers should return the original item first. Once the return is approved, a replacement or new order may be processed.

3. Refunds

After receiving and inspecting your return, we will notify you regarding the approval status of your refund.

Approved refunds are processed to the original payment method within 2 business days. Please note that additional processing time may be required by your bank or credit card provider.

Important Notes

  • Original shipping charges are non-refundable

  • No restocking fees apply

3.1 Late or Missing Refunds

If you have not received your refund:

  1. Recheck your bank account

  2. Contact your credit card provider

  3. Contact our billing department at billing@frontiergeneralhardware.net

Bank processing times may vary. If you still have not received your refund after completing these steps, please contact us and we will respond within 24 hours.

4. Contact Information

For questions regarding returns, exchanges, or refunds, please contact our customer support team:

Frontier General Hardware Ltd.
150 Elgin Street, 10th Floor
Ottawa, Ontario K2P 1L4
Canada

Business Hours

  • Monday – Friday: 9:00 AM – 6:00 PM (EST)

  • Saturday – Sunday: Closed

  • Public Holidays: Closed