Repair/Service Policy

At Hatchet® Hardware, we are dedicated to delivering exceptional services such as repairs and deliveries. Our team of skilled professionals strives not only to meet but exceed your expectations. However, if for any reason we fall short of your satisfaction, we are committed to taking immediate action to rectify the situation. It is important to note that once our services have been provided, the labor involved is considered final. Therefore, we cannot offer refunds or exchanges for the services rendered. Rest assured, we will go above and beyond to strive to ensure your complete satisfaction with our commitment to excellence.

Hatchet® Hardware (hereinafter, “We” or “Us”) Terms and Conditions for Service

  • We will perform the service described in the Service Quote (“Service”) on the item(s) (“Item(s)”) subject to satisfaction of the following:
    • For Non-Warranty Work: The customer pays a non-refundable diagnostic fee of $49.99 to determine the scope of work and provide a repair quote. The customer will be contacted with a quote to proceed. Payment for additional work must be made before the work is performed. Further work may be required during the servicing of the unit, resulting in extra work that needs to be performed for the unit to be fully functional.
    • For Warranty Work: The customer pays a security deposit of $49.99. This deposit is fully refundable if the repair is covered under warranty. If the repair is not covered, the security deposit will be used to cover the $49.99 diagnostic fee. Warranty coverage will be determined during the diagnostic process. *Hatchet Hardware Service technicians only report their observations. Our technicians do not have the authority to approve warranty repairs. EGO or STIHL makes the final decision based on the technician’s report and their terms and conditions.
    • Customer agrees to pay the actual cost of repairing the Items(s) after being provided with the result of the diagnostic test and an estimate of the repair cost and instructing Us to provide the Service. If the estimated repair cost is greater than 50% of the value of Item(s) Customer agrees to pay the full estimated repair cost prior to Services being performed.
  •  Customer first pays a refundable disposal fee (“Disposal Fee”) of $49.99 which will be returned to customer when customer returns and collects the listed item(s). There is no disposal fee for battery or electric powered equipment.
  • Customer agrees that We have customer’s permission to dispose of the Item(s) as We see fit, including any batteries, unless Customer picks it/them up within 30 days after the date of a request from Hatchet® Hardware to pick up the Item(s).
  • We will strive to complete Services by the Estimated Completion Date, but We reserve the right to change that date. Our service center will contact you if We need to change the Estimated Completion Date.
  • We reserve the right to require that you present either this form or a government issued photo ID in order to pick up the Item(s).
  • Customer agrees to waive any claims against AG Distributors & Supplies Corporation, Hatchet® Hardware and any of its related entities, employees, principals, successors or assigns regarding damage to the Item(s) if Customer does not report them at the time of pick up/delivery of the Item(s).
  • Customer agrees that if either of the following occurs:
    • Customer fails to pick up the Item(s) within 30 days after the date of a request from Hatchet® Hardware to pick up the Item(s) or
    • Customer instructs Us to recycle or dispose of the Item(s), We have the option to do anything We chose to do with the Item(s) including, but not limited to, disposing of, recycling, repairing and/or reselling the Item(s).
  • All defective equipment is subject to manufacturer warranty terms and can only be REPAIRED if it is determined that it was used correctly.