Effective Date: October 7, 2026

At Tool Shop, we want our customers to have a straightforward and transparent return experience. This Return Policy explains our return window, eligible products, return process, return shipping, exchanges, and other applicable return conditions.

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. Return Window

We offer a 30-day return window.

Customers may request a return within 30 days, subject to the terms and conditions of this Return Policy and any applicable statutory consumer rights.

The 30-day period is our standard store return period and does not limit any rights that cannot lawfully be excluded or restricted under applicable consumer protection law.

3. Eligible Returns

We accept returns for both:

• Defective products

• Non-defective products

Products must be returned in accordance with the applicable return requirements and within the applicable return period.

For non-defective returns, products should be returned in a condition that allows us to reasonably assess their condition and eligibility for return.

Where applicable, customers may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product.

4. Defective Products

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

When contacting us, please provide:

• Your name

• Order number

• Product name

• Description of the issue

• Photographs or other relevant information where appropriate

We will review the issue and provide instructions for returning the product where a return is required.

We will handle defective-product claims in accordance with applicable consumer rights and legal requirements.

5. Non-Defective Products

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

Products should be returned in an appropriate condition and with any accessories, components, or materials supplied with the original order where applicable.

Certain products or circumstances may be subject to legal exceptions or restrictions.

6. How to Start a Return

All returns must first be initiated by email.

To request a return, contact us at:

Email: inf@toolsshop.site

Please include:

• Full name

• Order number

• Product you wish to return

• Reason for the return

• Any relevant photographs or supporting information

Do not send a product back before contacting us and receiving return instructions.

7. Return Method

Returns are completed by mail.

After your return request has been reviewed, we will provide the necessary return instructions.

Please follow the instructions provided to ensure that your return can be properly identified and processed.

8. Return Label

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

Customers should use the return instructions and label provided by us rather than sending a return to an address without prior instructions.

9. Return Shipping Cost

For eligible returns where Tool Shop provides the return label, the applicable return shipping cost will be handled in accordance with the return instructions provided.

We do not charge a restocking fee.

Where applicable law requires us to cover return costs for defective or otherwise qualifying goods, we will do so.

10. Restocking Fee

Restocking Fee: £0

We do not charge a restocking fee for eligible returns.

No percentage-based restocking fee will be deducted from an applicable refund.

11. Exchanges

We do not offer exchanges.

If you wish to purchase a different product, you may return the eligible original product in accordance with this Return Policy and place a separate order for the replacement product.

12. Return Inspection

Once we receive a returned product, we may inspect it to confirm its condition and eligibility.

The inspection may consider:

• Product condition

• Signs of use

• Damage

• Missing components

• Accessories

• Original packaging where applicable

• Whether the product corresponds to the order

For non-defective returns, any reduction in value caused by handling beyond what is reasonably necessary to assess the product may be taken into account where permitted by applicable law.

13. Refunds

Eligible returns will generally be refunded to the original payment method used for the purchase.

Our standard refund processing time is:

Up to 10 days

The time for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

Where applicable statutory consumer rights provide a different refund timeframe or requirement, those rights will apply.

14. Original Payment Method

Where a refund is due, we will generally issue the refund using the same payment method used for the original transaction, unless otherwise agreed or required by applicable law.

15. Items That Cannot Be Returned

Certain products or circumstances may be excluded from cancellation or return rights where an applicable legal exception applies.

Examples may include products that have been personalised or made to the customer's specifications, products that cannot lawfully be returned for particular reasons, or other products covered by applicable statutory exceptions.

Where an exception applies, the relevant restriction will be communicated where required.

16. Returns Outside the Return Window

Requests submitted after the applicable 30-day return window may not qualify under our standard return policy.

However, this does not affect any statutory consumer rights that apply to the purchase.

If you believe your product is defective or that another legal right applies, please contact us so that we can review the circumstances.

17. Lost or Damaged Returns

Customers should retain proof of postage or other evidence showing that a return was sent.

If a return appears to have been lost or damaged during transit, please contact us and provide any available tracking or postage information.

We will review the circumstances and assist where appropriate.

18. Incorrect or Incomplete Return

If a returned product does not correspond to the order or important components are missing, we may need additional information before processing the return.

Please ensure that the correct product is returned and that the return follows the instructions provided by Tool Shop.

19. Return Processing

After receiving your return, we will review the product and determine the appropriate next step.

Where the return qualifies for a refund, the refund will normally be processed within 10 days.

The actual time for the refunded funds to appear in your account may depend on your payment provider.

20. Consumer Rights

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

For online purchases in the UK, applicable consumer protection legislation may provide statutory cancellation and refund rights in addition to our standard 30-day return policy.

Where statutory rights apply and provide a different or greater protection than this policy, those statutory rights will apply.

21. Contact Us

If you have questions about a return, defective product, refund, or your consumer rights, 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)