Refund policy
Returns and refunds – Tools:UK Limited
This policy explains our 60-day returns offer, your legal right to cancel an online purchase and what to do if an item is faulty, damaged or incorrect. Nothing in this policy limits your statutory consumer rights.
Our 60-day returns offer
Our 60-day change-of-mind returns offer applies only to products that are unopened, unused and in their original packaging. You must request the return within 60 days of delivery. Customers pay the return delivery costs.
These conditions apply only to our extended 60-day offer. They do not affect your legal 14-day cancellation rights or your rights if a product is faulty, damaged or incorrect.
Your legal right to cancel
For most products bought online, you can tell us that you wish to cancel within 14 days of receiving your order, without giving a reason. You then have a further 14 days to send the products back.
This cancellation right does not normally apply to products made to your specifications or clearly personalised. This does not affect your rights if those products are faulty.
You may inspect products as you would in a shop. We may deduct an amount from your refund for any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
How to arrange a return
Email dylan@superingco.co.uk with your order number, the items you wish to return and whether you are cancelling, using our 60-day offer or reporting a problem.
We will provide the return address and instructions. Please contact us before sending products back, particularly batteries, heavy items or cutting equipment that may require special shipping arrangements. This request does not restrict your legal cancellation rights.
Pack products securely and retain proof of postage. We recommend a tracked service.
Return delivery costs
Customers pay the direct cost of change-of-mind returns, including returns under our 60-day offer. For heavy items that cannot normally be returned by post, we will provide the applicable return-cost information.
For faulty, damaged or incorrect products, Tools:UK covers reasonable return delivery costs or arranges collection where a return is required.
Faulty, damaged or incorrect products
Contact dylan@superingco.co.uk as soon as possible with your order number and details of the problem. Photos can help us resolve the issue.
Please report delivery damage or missing items within 48 hours where possible so we can investigate promptly. This request does not limit your statutory rights.
We will arrange the appropriate repair, replacement or refund in accordance with your statutory rights. Faulty-product claims are not restricted to our 60-day change-of-mind offer.
Refunds
If you cancel before dispatch, we will refund the cancelled order in full.
For returns, we aim to issue the applicable refund within two working days of receiving the products. Refunds are sent to the original payment method; your bank or payment provider may take additional time to make the funds available.
When you exercise your legal 14-day right to cancel an online purchase, we will refund you within 14 days of receiving the returned products or evidence that you have sent them back, whichever is earlier. If you cancel the whole order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for upgraded delivery is not refundable.
Contact
Email: dylan@superingco.co.uk
Telephone: +44 7425 207809