Last updated 27 October 2026.

Every Citadel Hardware piece is made and packed in our workshop in Jamnagar, India. If something is wrong with your order, write to us at info@citadelhardware.com or on WhatsApp at +91 73838 38145 with your order number, and we will put it right. This policy forms part of our Terms and Conditions.

Damaged, wrong or missing items

Please check your parcel when it arrives. If the box is badly damaged, tell the courier at delivery or refuse the parcel.
Tell us within 7 days of delivery if anything arrived damaged, is missing or is not what you ordered. Send your order number with photos of the outer box, the packing and the pieces. An unboxing video helps us settle your claim faster.
We then send a replacement or refund the affected items, whichever you prefer, and you pay no shipping for it. Outside India, a replacement parcel can attract import charges again in your country, so you may prefer a refund.
If we need the item back, we arrange and pay for the return.

Defects found later

Our products carry a 12-month warranty against defects in material and workmanship. The warranty section of our Terms and Conditions explains what it covers. To claim, send us your order number, photos of the fault and a short description.

Exchanges and returns in India

You can exchange or return unused items within 7 days of delivery. They must not be installed, drilled or marked, and must come back in their original packaging with all screws and parts.
Write to us before you send anything. We reply within one business day with the return details.
You pay for sending the items back. Please use a tracked service, as we cannot be responsible for a parcel that does not reach us.
For an exchange, we ship the new item to you free. If it costs more, you pay the difference. If it costs less, we refund the difference.
For a return, we refund the price of the items you send back. Delivery charges paid on the original order are not refunded.

Returns from outside India

You can return unused items within 14 days of delivery. Tell us by email within those 14 days, then send the items within 14 days of telling us.
Items must not be installed, drilled or marked, and must come back in their original packaging with all screws and parts.
You pay the return shipping. Before you send the parcel, we email you the return address and what to write on the customs form, so that it clears Indian customs.
We refund the price of the returned items. If you return the whole order and you live in the UK or the EU, we also refund the standard delivery charge you paid.
We cannot refund import duties or taxes you paid to DHL or your customs authority. DHL or your customs office may refund them for goods you send back.

Items we cannot take back

Unless they are faulty, we cannot take back custom, made-to-order or personalised pieces, or items that have been installed, drilled, cut or used. Trade and wholesale orders follow our Trade Terms.

Cancelling before dispatch

You can cancel any order before it leaves our workshop, and we refund you in full. Write to us with your order number as soon as you can.

Lost or late parcels

If your parcel is lost in transit, we send a replacement or refund you in full. If it arrives later than the delivery time in our Shipping & Delivery Policy and the delay was not caused by events outside our control, you can refuse it or return it for a full refund, including delivery charges.

How we refund

We check returned items and refund you within 7 days of receiving them. When nothing needs to come back, we refund within 7 days of approving your claim.
Refunds go to the payment method you used: Razorpay (UPI, card or NetBanking) or PayPal. Your bank or PayPal may take a few more business days to show the money.

Return address

Citadel Hardware, Shed No. 45/A, Sardar Patel Estate, Gokulnagar Main Road, Jamnagar, Gujarat 361005, India. Please contact us before sending anything, so we can match your parcel to your order.