1. Purpose and scope

This Shipping, Returns & Refunds Policy ("Policy") explains the shipping, collection, order-cancellation, return, refund and complaint arrangements that may apply when purchasing goods or services through HammerYard.com (the "Platform"). It applies to purchases from independent Vendor Partners and, where HammerYard itself is expressly identified as a seller, to those direct sales.

This Policy supplements the General Website & Marketplace Terms & Conditions, the terms disclosed for the particular listing and any mandatory laws applicable to the transaction. No provision excludes or restricts a statutory right, guarantee or remedy that cannot lawfully be excluded.

2. Seller identification and responsibilities

HammerYard operates a multi-vendor marketplace. Unless a listing expressly identifies a HammerYard entity as the seller, the identified Vendor Partner ordinarily supplies the product or service and is the seller under the sale contract. The identity and trader status of the responsible seller should be available in the listing, order details or other required transaction disclosures.

The selling vendor is responsible for correct listing information, dispatch and fulfilment, goods meeting applicable legal standards, and responding to returns, refunds and complaints. HammerYard may operate checkout, facilitate communications or payment processing and assist with disputes. This allocation does not remove any responsibility imposed directly on HammerYard by law.

3. Shipping availability and permitted destinations

Delivery availability depends on the vendor, dispatch location, item type, carrier coverage and destination. A vendor may offer domestic shipping, international shipping, local collection, or a combination. Not every product can be shipped to every country or address.

Before placing an order, customers should review the product listing, shipping options, service area, estimated dispatch time, delivery estimate and any restrictions shown at checkout. Vendors must not accept an order they cannot lawfully or reasonably fulfil without promptly contacting the customer and arranging an appropriate solution.

4. Shipping prices and checkout disclosure

Available delivery options and shipping charges collected through the Platform should be displayed before the customer confirms payment. Charges may be based on dispatch origin, destination, service, dimensions, weight, quantity, insurance or other relevant factors. If a material charge cannot be calculated automatically, it must be disclosed and agreed before the customer is committed to that charge.

The checkout or applicable transaction disclosures should identify taxes and any compulsory charges that the seller or Platform collects. International import charges not collected at checkout must be described as clearly as reasonably possible, including who is expected to pay them.

5. Processing, dispatch and delivery estimates

Processing time is the time the vendor needs to prepare an accepted order for dispatch. Delivery time is the carrier transit period after dispatch. These are different periods. The applicable listing, vendor information or order confirmation should state available estimates; estimates are not a blanket guarantee of arrival by a particular date.

Vendors must dispatch within the agreed timeframe, use reasonable care when arranging delivery and promptly advise customers of significant delays. Carrier disruption, customs clearance, severe weather, remote addresses, public holidays and lawful inspection may affect delivery. Mandatory remedies for unreasonable delay or non-delivery continue to apply.

6. Shipping carriers, packaging and tracking

Vendors may use carriers and shipping integrations supported for their location and item, including local couriers, international courier services, freight companies or specialist transport where available. The actual carrier for a transaction depends on the option selected and confirmed.

Vendors must package items safely and appropriately for their nature and route, use accurate weight and dimensions, and provide tracking or shipment references where the chosen service offers them. Tracking updates may be available through the carrier or customer order page, but are not guaranteed for every service.

7. Correct delivery details and unsuccessful delivery

Customers must provide accurate and complete delivery details and reasonable access for delivery. If an address error is discovered, customers should promptly contact the vendor; changes cannot always be made after dispatch.

If delivery is missed, the carrier or vendor may arrange redelivery, depot collection or return-to-sender. Reasonable additional charges caused by a customer-provided error or failure to collect may apply if clearly disclosed and lawful. These provisions do not shift responsibility for a seller or carrier error to the customer.

8. Missing, late, incorrect or damaged deliveries

If an order does not arrive when reasonably expected, appears lost, contains the wrong item, or arrives damaged, contact the seller through the order page or seller contact method as soon as practical. Include the order number and available photographs or shipment details. Early notification can assist investigation but does not impose a shorter deadline on statutory rights.

The vendor should investigate promptly with the carrier and offer a remedy required by law, which may include completing delivery, repair, replacement, refund or other appropriate relief. Depending on applicable law and the transaction, the seller may remain responsible for delivery until the goods reach the customer; that responsibility is not automatically discharged merely by handing a parcel to a carrier.

For a potentially unsafe, damaged or incorrectly specified vehicle part, do not install or continue using it until suitability and safety are resolved.

9. International orders, customs and duties

Cross-border orders may be subject to customs inspections, restrictions, import permits, taxes, duties, border processing fees, brokerage charges or destination-country requirements. A buyer should be told, before committing to the order where required by law, who is responsible for import clearance and which costs are included or excluded from checkout.

Unless the order or an applicable mandatory law states otherwise, the customer may be responsible for import duties and taxes collected by authorities or a carrier at destination, rather than HammerYard or the seller. A vendor must not present excluded costs misleadingly or use this clause to avoid charges it has expressly agreed to pay.

A shipment may be refused or held if an item is prohibited, restricted, incorrectly declared or requires documentation. The responsible seller must address errors within its control and comply with applicable export, import and customs rules.

10. Local pickup and collection

Where a seller offers local pickup, the order page or seller should disclose the pickup location, available collection arrangements and any conditions before the order is finalised. Customers should bring reasonable proof of purchase or collection authorisation.

The seller should provide the item at the agreed location and time and must not mark it collected before collection takes place. Consumer rights and remedies remain applicable to items obtained by pickup.

11. Large, heavy, hazardous and specialist items

Engines, body panels, large tyres, vehicle batteries, liquids, pressurised parts and other bulky, hazardous or safety-sensitive goods may require freight handling, restricted routes, special packing or approved carriers. Vendors must disclose material shipping restrictions and obtain any legally required authorisations.

Before ordering, customers should check whether the item is eligible for their destination and whether installation equipment or professional assistance will be necessary. Return logistics for large or dangerous items must be arranged safely and consistently with applicable law.

12. Order changes and cancellation before dispatch

If a customer wants to change or cancel an order, they should contact the vendor promptly through the order page or relevant contact facility. A vendor should allow cancellation before dispatch where reasonably practicable and consistent with the applicable offer, confirmed arrangements and law.

An order already dispatched, manufactured to order, performed as a service or otherwise progressed may not be cancellable merely because the customer changes their mind. Any legally required cancellation, withdrawal, non-delivery or refund rights remain available. The seller must clearly disclose material cancellation restrictions before purchase.

13. Faulty, damaged, unsafe or misdescribed products

If products are defective, unsafe, different from their description, unsuitable for a purpose made known to a trader where the law provides protection, or otherwise fail an applicable consumer guarantee, customers may be entitled to repair, replacement, refund, compensation or other statutory remedies. The appropriate remedy depends on the governing law and seriousness of the problem.

Statements such as "no refunds", "sold as is", "used item", "clearance", "no warranty" or "manufacturer warranty only" do not cancel mandatory consumer rights where they apply. Customers are not automatically required to accept store credit instead of a legally required monetary refund.

Customers should stop using any product they reasonably suspect is unsafe and contact the seller. HammerYard may assist where necessary to address safety concerns, fraud or serious marketplace rule violations.

14. Change-of-mind and incorrect-selection returns

Outside rights required by applicable law, HammerYard does not offer a single platform-wide voluntary change-of-mind return period for every independent vendor and product. A seller may offer an additional change-of-mind return or exchange policy, including an eligible timeframe and conditions, which must be disclosed before purchase and honoured.

Ordering a part that does not fit because the buyer selected incorrect vehicle information is generally treated differently from receiving a part that the seller misdescribed or falsely claimed would fit. The facts and applicable consumer law determine the remedy. Where a return is voluntary rather than legally required, the seller may specify reasonable disclosed conditions, such as unused condition or packaging, subject to law.

15. How to request a return or refund

To request assistance, open the order in your HammerYard account if available and contact the seller using the listed contact or messaging options. If direct contact is unavailable, unsuccessful or inappropriate, use https://www.hammeryard.com/contact-us/ and select or write a clear subject such as "Order / Return / Refund".

• Provide the order number, name of the seller, the product or service concerned, a brief explanation of the issue, and relevant supporting photographs or tracking information where helpful.
• Describe the remedy you are requesting, such as correction of delivery, repair, replacement, cancellation or refund.
• Wait for return instructions and an appropriate return address or collection arrangement before sending goods, particularly oversized or regulated items.

We may ask for reasonable proof of purchase or information necessary to investigate a claim. A lack of original packaging does not, by itself, defeat a statutory remedy for defective goods.

16. Return packaging, inspection and condition

Customers should take reasonable care to package returns securely and follow any lawful safety or carrier requirements. Retain proof of dispatch and tracking where offered.

A vendor may inspect returned goods to assess the problem or voluntary-return conditions, but must do so promptly and reasonably and must not withhold a statutory remedy without a lawful basis. Vendors should not require unsafe goods to be returned by an inappropriate shipping service.

17. Who pays return shipping?

Where a return arises from a seller error, faulty or non-compliant goods or a mandatory consumer remedy, the seller must bear or reimburse reasonable return expenses to the extent required by applicable law. Some jurisdictions require the seller to arrange collection of goods that are bulky, installed or unreasonably expensive to return.

For a voluntary change-of-mind return that is not legally required, return postage and related costs are governed by the seller’s clearly disclosed policy and applicable law. Costs must not be imposed retrospectively or used to undermine statutory rights.

18. Refunds and payment reversals

Where a refund is due, the responsible seller and any relevant HammerYard payment administrator will arrange the refund without unreasonable delay, in accordance with applicable law and the payment provider’s procedures. Refunds are ordinarily returned to the original payment method where available and lawful; an alternative may be needed if that method cannot receive the refund.

The date money becomes visible to the customer depends on the provider, bank, currency and transaction. No universal settlement time is guaranteed. Customers must not be required to absorb a marketplace commission or payment-processing fee in a way that reduces a refund they are legally entitled to receive in full.

Legally required shipping refunds, duties or other reimbursements will be handled according to applicable law and the transaction facts. Currency conversion may result in a different displayed amount where providers apply exchange rates, subject to consumer rights.

19. Vehicle services, installation and non-physical orders

Vehicle servicing, repairs, modifications, detailing, installation and other non-physical services do not involve parcel shipment unless specified. The listing should disclose service location, appointment arrangements, estimated timing, price and materials included.

Cancellation, rebooking and refund arrangements for services depend on the agreed service terms and applicable consumer law. A service provider must comply with mandatory requirements concerning care, skill, reasonable time and applicable remedies.

20. Regional consumer protections

New Zealand: Where the Consumer Guarantees Act 1993 and Fair Trading Act 1986 apply, consumers may have remedies for defective or misdescribed goods, poor services and qualifying delivery failures. A general change of mind does not usually trigger an automatic CGA refund right.

Sri Lanka: Applicable Consumer Affairs Authority laws and directions, including Direction No. 91 relating to e-commerce, govern relevant disclosures, delivery arrangements and consumer redress. Cooling-off or cancellation opportunities should be offered where appropriate and practicable, without misrepresenting any statutory rights.

Australia: Where the Australian Consumer Law applies, consumer guarantees and remedies cannot be displaced by a blanket "no refunds" statement or an arbitrary short return deadline for defective goods. Reasonable return transport costs may be reimbursable.

European Union / EEA: For eligible distance contracts with traders, an applicable 14-day withdrawal right and statutory conformity guarantees may apply, subject to exceptions, national rules and required pre-contract disclosures. Consumers should not assume every product, private sale or service is eligible.

United Kingdom, Japan and other places: Any non-excludable local consumer, distance-selling, product safety, delivery and refund rights continue to apply where legally relevant. This Policy does not promise that every market is currently supported for shipping or sale.

21. Complaints, escalation and policy changes

Customers should first contact the identified seller with the order details and requested remedy. If the issue is unresolved, the seller cannot be reached, or there is suspected fraud or a safety issue, customers may request HammerYard assistance through the Contact Us page. HammerYard may review evidence, facilitate communication or take marketplace action while respecting any legal duties that apply to it.

This Policy may be updated for legal, operational, carrier or payment-related reasons. Material changes will be communicated where required or reasonably practicable. The version applicable to a completed purchase cannot be used to retrospectively remove accrued statutory rights.

22. Contact and business identification

General order, shipping, return or refund enquiries: https://www.hammeryard.com/contact-us/ . Customers should include an order number and seller name. Do not send full payment card numbers, passwords or sensitive identification documents through an ordinary contact form.

HammerYard.com is operated by Hammer Yard Limited, a New Zealand registered company. Hammer Yard (Private) Limited is a separate company registered in Sri Lanka and is responsible for Sri Lanka-specific operations or payment services expressly identified as being provided by it. The applicable merchant, seller or service-provider identity for a transaction should be disclosed in the relevant checkout, invoice, order or merchant information as required by law.

This Policy does not replace any required separate business postal address, telephone, email, merchant identification or other disclosure elsewhere on the Platform.