Return, Exchange and Refund Policy

Updated Return & Exchange Policy

Latitude Hardware accepts returns for both defective and non-defective products purchased from our website.

We accept exchanges for products that meet the eligibility conditions below.

Requirement	Detail
Product condition accepted	New only (unused, uninstalled, original packaging, all accessories included)
Return window	14 days from the date of delivery

To be eligible for a return or exchange, all of the following conditions must be met:

Time condition: The return request must be initiated within 14 days of the delivery date.
Product condition (“New only”): The product must be unused, unopened with factory seals intact, and free of customer-caused damage.
Packaging & Accessories: Must include original packaging (inner foam/manuals) and all original accessories/hardware. Do not tape shipping labels directly to the product box.
Non-returnable items: Custom-cut hardware, clearance/final sale items, or items damaged by improper installation are not eligible.

Item	Detail
Method	In store (physical location) or By mail
Return label	Included in the original package — Free of charge
Restocking fees	No cost (0% restocking fee)
Refund processing time	Within 5 days after we receive and inspect the returned item

Contact Us: Within 14 days via phone/WhatsApp at +254 725 372154 or email sales@latitudehardware.com for an RA number.
Pack Securely: Use the original packaging and an outer shipping box.
Attach Label: Use the free return label included in your original package. If lost, contact us for a digital replacement at no cost.
Drop Off: Take the parcel to a courier point or our physical store.
Inspection: We inspect items within 2 business days of receipt.
Refund: Approved refunds are processed to your original payment method within 5 days.

Approved: Full refund credited within 5 days.
Rejected: If an item is used or damaged, it will be shipped back at the customer’s cost or held for pickup.