Effective Date: October 7, 2026

At Tool Shop, we aim to make the refund process clear and straightforward. This Refund Policy explains when refunds may be issued, how refunds are processed, applicable timeframes, and how customers can request assistance.

1. Business Information

Business Name: Tool Shop
Legal Business Name: TOOL SHOP (LONDON) LTD
Business Address: 40 City Rd, London EC1Y 2AN, United Kingdom
Phone: 020 7207 6543
Email: inf@toolsshop.site
Live Chat Support: 24/7
Time Zone: British Summer Time (BST)

2. Refund Eligibility

Customers may be eligible for a refund when an eligible product is returned in accordance with our Return Policy.

We accept returns for:

• Defective products

• Non-defective products

Our standard return window is 30 days.

The 30-day return period does not limit any statutory consumer rights that cannot legally be excluded or restricted.

3. Refund After an Approved Return

Once an eligible returned product has been received and reviewed, we will process the applicable refund.

Refunds are generally issued when:

• The returned product is eligible under our Return Policy;

• The return was initiated within the applicable return period;

• The returned product corresponds to the original order; and

• Any applicable return requirements have been satisfied.

4. Refund Processing Time

Our standard refund processing time is:

Up to 10 days

This means we generally process an approved refund within 10 days after the applicable return and refund requirements have been completed.

The time required for the refunded amount to appear in the customer's account may vary depending on the customer's bank, card issuer, or payment provider.

Where applicable law requires a different refund timeframe, the applicable legal requirement will apply.

5. Original Payment Method

Refunds will generally be issued using the same payment method used for the original purchase.

For example:

• Credit Card purchases → refunded to the applicable card

• Debit Card purchases → refunded to the applicable card

• Google Pay purchases → refunded through the applicable payment method

• Shop Pay purchases → refunded through the applicable payment method

We may use another refund method only where appropriate, agreed with the customer, or required by applicable law.

6. Refund Amount

Where a full refund is applicable, the refund will normally cover the amount paid for the eligible returned product.

We do not charge a restocking fee.

Restocking Fee: £0

Any refund will be calculated in accordance with the applicable return terms and consumer protection requirements.

7. Return Shipping and Refunds

A return label is provided by Tool Shop for eligible returns.

Where Tool Shop provides the applicable return label, customers should follow the return instructions supplied by us.

We do not charge a restocking fee for eligible returns.

Where applicable law requires Tool Shop to cover return shipping costs, those requirements will be followed.

8. Defective Products

If a product is defective, faulty, or damaged, please contact us as soon as possible.

Please provide:

• Your name

• Order number

• Product name

• Description of the problem

• Photographs or other relevant information where appropriate

We will review the issue and provide appropriate return and refund instructions.

Refunds and other remedies for defective products will be handled in accordance with applicable consumer protection law.

9. Non-Defective Products

We also accept eligible returns for non-defective products within our standard 30-day return window.

The product should be returned in accordance with the applicable return instructions.

Where applicable law permits a deduction for diminished value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product, such a deduction may apply.

10. Exchanges

We do not offer exchanges.

If you want a different product, you may return the eligible original product and, where appropriate, place a separate order for the desired product.

11. Restocking Fee

No restocking fee is charged.

The restocking fee for eligible returns is:

£0

We will not deduct a percentage-based restocking fee from an eligible refund.

12. How to Request a Refund

Refund and return requests should be initiated by email.

Please contact:

Email: inf@toolsshop.site

Please include:

• Full name

• Order number

• Product name

• Reason for the return or refund

• Relevant photographs or supporting information, where applicable

We may request additional information if it is necessary to review the request.

13. Return Before Refund

Where a physical product needs to be returned before a refund can be issued, customers should follow the return instructions provided by Tool Shop.

Do not send a product to an address without first receiving the appropriate return instructions.

Once the returned product has been received and the applicable requirements have been reviewed, we will process the refund where one is due.

14. Refunds for Cancelled Orders

If an order is cancelled before it has been dispatched and the cancellation is accepted, any applicable refund will generally be processed using the original payment method.

If the order has already been dispatched, the customer may need to follow the applicable return process.

Any statutory cancellation rights that apply under UK consumer law remain unaffected.

15. Refunds for Unavailable Products

If we are unable to fulfil an accepted order because the product is unavailable or another circumstance prevents fulfilment, we may cancel the affected order and provide an applicable refund.

The refund will generally be issued using the original payment method.

16. Partial Refunds

In certain circumstances, only part of an order may be eligible for a refund.

If only certain products or quantities qualify for a refund, we may issue a refund for the eligible portion of the order.

We will communicate the applicable refund amount where necessary.

17. Duplicate Payments

If you believe you have been charged more than once for the same order, please contact us immediately.

We will review the transaction and order information.

If a duplicate payment is confirmed, the applicable duplicate amount will be refunded.

18. Failed or Reversed Payments

If a payment is declined, reversed, or cancelled by a payment provider, the order may not be completed.

If you believe money has been deducted but your order was not successfully completed, please contact us with the relevant order or transaction information so that we can investigate.

19. Refund Delays

Although our standard refund processing time is 10 days, the time required for funds to appear in your account can depend on the payment provider, bank, or card issuer.

If you have received confirmation that your refund has been processed but the funds have not appeared after a reasonable period, please contact your payment provider first and then contact us if further assistance is required.

20. Proof of Return

Customers should retain proof of postage or tracking information when returning a product.

This information may be useful if there is a delay or dispute regarding the delivery of the returned product.

21. Products Returned in an Unacceptable Condition

For non-defective returns, products should be returned in an appropriate condition.

Where permitted by applicable law, we may take into account any reduction in value caused by handling beyond what is reasonably necessary to establish the product's nature, characteristics, and functioning.

This does not affect statutory rights relating to faulty, defective, or incorrectly supplied goods.

22. Statutory Consumer Rights

Nothing in this Refund Policy is intended to exclude, restrict, or limit consumer rights that cannot legally be excluded, restricted, or limited.

UK consumer protection legislation may provide additional rights concerning cancellation, defective products, refunds, and remedies.

Where applicable law provides a refund right or timeframe that differs from this policy, the applicable legal requirement will apply.

For example, applicable UK distance-selling rules can provide a cancellation period for qualifying online sales, and certain refund obligations can apply following cancellation.

23. Refunds Under Consumer Protection Law

Where a refund is legally due, we will process it in accordance with the applicable legal requirements.

For certain statutory remedies, UK law requires refunds to be provided without undue delay and within specified legal timeframes, and refunds are generally made using the same payment method unless otherwise agreed.

24. Refund Policy and Merchant Center

Our refund and return information is intended to be clear and consistent with the information provided in Google Merchant Center.

Our current refund-related terms are:

Return Window: 30 days
Eligible Returns: Defective and non-defective products
Return Method: By mail
Return Initiation: By email
Return Label: Provided by Tool Shop
Restocking Fee: £0
Exchanges: Not offered
Refund Outcome: Refund
Refund Processing Time: 10 days

Google requires merchants to ensure that the return and refund information on their website matches the information submitted in Merchant Center.

25. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes to our business, payment methods, return procedures, services, or applicable legal requirements.

Any updated version will include a revised effective date.

We recommend reviewing this policy periodically.

26. Contact Us

If you have any questions about refunds, returns, cancelled orders, or payment issues, please contact us.

Business Name: Tool Shop
Legal Business Name: TOOL SHOP (LONDON) LTD
Business Address: 40 City Rd, London EC1Y 2AN, United Kingdom
Phone: 020 7207 6543
Email: inf@toolsshop.site
Live Chat Support: 24/7
Time Zone: British Summer Time (BST)