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Terms and Conditions

Last updated 27 October 2026.

These terms apply when you use citadelhardware.com and when you buy from it. Citadel Hardware is a brand of Citadel Precision Works, Shed No. 45/A, Sardar Patel Estate, Gokulnagar Main Road, Jamnagar, Gujarat 361005, India (“we”, “us”). You can reach us at info@citadelhardware.com or by phone and WhatsApp at +91 73838 38145.

By placing an order you accept these terms, our Refund and Returns Policy and our Shipping & Delivery Policy. Trade and wholesale orders follow our Trade Terms instead.

Orders

  • You must be 18 or older to place an order.
  • After you order, we email you to confirm that we have received it. We accept your order when we dispatch it and send you the tracking details.
  • We may decline or cancel an order, for example when an item is out of stock, a price was shown in error or we cannot deliver to your address. If we cancel, we refund everything you paid.
  • You can cancel an order free of charge until it is dispatched. Write to us with your order number as soon as you can.
  • If you create an account, keep your password private. You are responsible for orders placed through your account.

Prices and payment

  • Customers in India see prices in Indian rupees (₹), including GST. Customers in all other countries see prices in US dollars (USD).
  • USD prices do not include import duties or taxes in your country. See “Import duties and taxes” below.
  • Any delivery charge is shown at checkout before you pay. The total at checkout is the amount we charge you.
  • We take payment in full when you order. In India you can pay by UPI, card or NetBanking through Razorpay. Outside India you can pay with PayPal or by debit or credit card, in USD. We do not offer cash on delivery.
  • If you pay with a card in another currency, your bank or PayPal sets the exchange rate and any fee.
  • We may change website prices at any time. The price confirmed at checkout is the price of your order.

Delivery

  • All orders ship from our workshop in Jamnagar, India. Orders within India travel by DTDC and international orders by DHL Express, both with tracking.
  • Our Shipping & Delivery Policy gives dispatch and delivery times. Please enter your full address and a phone number, because the courier uses your number to arrange delivery.
  • The goods become yours, and are at your risk, once they are delivered.

Import duties and taxes

International orders are shipped with duties unpaid (DAP). Import duties, VAT, GST, sales taxes and customs brokerage fees in your country are payable by you to DHL or your customs authority. We cannot tell you the exact amount in advance, because it depends on your country’s rules and the value of your order. If you refuse a parcel because charges are due, we deduct the return shipping and any charges DHL raises from your refund.

Our products

  • Our pieces are made of solid brass and finished by hand. Small differences in tone between pieces, between batches and against the photos are normal, and screens show colours differently.
  • Brass and its finishes age with handling and time. This is natural for the metal and is not a defect.
  • Each product page lists its measurements. Please check the size and hole spacing against your cabinets and doors before you drill.

Warranty

  • We guarantee our products against defects in material and workmanship for 12 months from delivery, under normal indoor use.
  • The warranty does not cover normal wear or the natural ageing of brass and its finishes, damage from cleaning chemicals or abrasive cloths, outdoor, coastal or pool installations, incorrect installation or over-tightening, or pieces that have been modified.
  • For a valid claim we replace the faulty piece or refund it. We may ask for photos, or for the piece to be sent back first at our cost.
  • This warranty is in addition to your legal rights as a consumer.

Reviews

You can review our products. Please keep reviews honest and based on your own experience of the product. We publish positive and negative reviews alike, and we remove only reviews that are abusive, unlawful, spam or about something other than the product. Reviews from customers whose purchase we can match carry a “verified owner” label.

Website content

The text, photos, designs and logos on this website belong to us or are used with permission. Please do not copy them for commercial use without our written consent.

Our liability

  • If we break these terms, we are responsible for loss you suffer that was a foreseeable result. Our total liability for an order is limited to the price you paid for it.
  • We are not responsible for indirect losses, such as installation or removal labour, lost profit or project delays.
  • Nothing in these terms limits liability that the law does not allow us to limit, including liability for death or personal injury caused by our negligence, or for fraud.

Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as natural disasters, extreme weather, epidemics, strikes, war, government or customs action, or a breakdown of courier networks. If this affects your order, we will tell you, and you can cancel it for a full refund of anything not yet delivered.

Privacy

Our Privacy Policy explains how we collect and use your personal information.

Complaints and grievance officer

If something has gone wrong, please write to us first and we will try to put it right. Under India’s Consumer Protection (E-Commerce) Rules, 2020, our grievance officer is:

Dhruv Sanghani, Founder
Citadel Hardware, Shed No. 45/A, Sardar Patel Estate, Gokulnagar Main Road, Jamnagar, Gujarat 361005, India
Email: info@citadelhardware.com
Phone: +91 73838 38145

We acknowledge every complaint within 48 hours and resolve it within one month of receiving it.

Law and disputes

These terms are governed by the laws of India, and the courts of Jamnagar, Gujarat have jurisdiction. If you are a consumer living outside India, you also keep the protection of the mandatory consumer laws of your country, and you can bring a claim in your local courts where those laws allow it.

Changes to these terms

We may update these terms from time to time. The version published on the date of your order applies to that order.