Refund policy

Tool Empire Return and Refund Policy

Last Updated: April 15, 2025

At Tool Empire Ltd, we want you to be completely satisfied with your purchase. This Return and Refund Policy outlines how you can return or exchange products purchased from our website, www.toolempire.com. As an online-only retailer, all returns are handled via our online process and courier services. Please read this policy carefully to understand your rights and obligations.

1. About Us

We are Tool Empire Ltd, a company registered in England with registration number 15271628. Our registered address is Hobourn House, Priory Road, Rochester, England, ME2 2EG. For return-related inquiries, contact us at sales@toolempire.com.

2. 30-Day Money Back Guarantee

We offer a 30-day money back guarantee on most products, allowing you to return unwanted, unused items for a refund or exchange, provided they meet the conditions below.

2.1 Consumer Returns (Non-Business Purchases)

If you are a consumer (purchasing for personal use, not for business or trade), you have 30 days from the date of delivery to return products for any reason, subject to the following:

  • Condition: Items must be unused, undamaged, in their original packaging, and include all accessories, manuals, and free gifts (if applicable).

  • Return Process:

    1. Contact us at sales@toolempire.com with your order number and reason for return.

    2. We will provide a return authorization and a prepaid return label for UK returns.

    3. Pack the item securely and attach the return label.

    4. Drop off the package at a designated courier location or arrange a collection (if offered).

  • Refund: We will issue a full refund (excluding original delivery charges) to your original payment method within 14 days of receiving and verifying the returned item. If the item is not in resalable condition, we may refuse the return or deduct a restocking fee.

  • Delivery Costs: Original delivery costs are not refunded for non-faulty returns unless we sent the wrong item or the product was damaged on arrival.

2.2 Trade/Business Customers

If you are purchasing for business or trade purposes, returns for non-faulty items are at our discretion. Please contact us to discuss eligibility. Faulty or incorrect items follow the same process as consumer returns (see Section 3).

3. Faulty, Damaged, or Incorrect Items

If a product is faulty, damaged upon arrival, or not what you ordered, we will resolve the issue promptly.

  • Timeframe: Notify us within 7 days of delivery for damaged or incorrect items, or as soon as possible for faults discovered during use.

  • Process:

    1. Email sales@toolempire.com with your order number, a description of the issue, and photos (if applicable).

    2. We will provide a return authorization and arrange a free return via courier, including collection if necessary.

    3. Once we receive and verify the item, we will offer:

      • A replacement (if available), or

      • A full refund, including any delivery and return shipping costs.

  • Timeframe for Refunds: Refunds will be processed within 14 days of receiving the returned item, to your original payment method.

  • Manufacturer Faults: For faults discovered after 30 days but within the manufacturer’s warranty period (typically 12 months), contact us to arrange a repair or replacement through the manufacturer’s warranty process. Your statutory rights under the Consumer Rights Act 2015 are not affected.

4. Excluded Items

The following items cannot be returned unless faulty, damaged, or incorrect:

  • Bespoke or Custom Orders: Items cut, mixed, personalized, or made to your specifications (e.g., custom-length cables or specially ordered products).

  • Perishable Goods: Items with a limited shelf life or those requiring specific storage conditions.

  • Age-Restricted Products: Items marked as 18+ (e.g., certain power tools), unless faulty and returned with proof of purchase.

  • Opened Hazardous Goods: Products containing fuel, oil, or chemicals (e.g., petrol-powered tools) must be drained and aired for 48 hours before return for safety reasons.

  • Non-Returnable Items: Items clearly marked as non-returnable on the product page at the time of purchase.

5. Supplier-Delivered Items

Some products are delivered directly by our suppliers. These items follow a slightly different return process:

  • Unwanted Returns: Contact us within 30 days to arrange a return. A collection fee of £9 may apply for non-faulty items, unless we waive it at our discretion.

  • Faulty or Incorrect Items: Notify us within 7 days of delivery. We will arrange a free collection and provide a replacement or refund. Suppliers may request photos to verify faults or damage before collection.

  • Process: Email sales@toolempire.com with your order number and details. We will coordinate with the supplier and provide return instructions. Refunds will be processed within 14 days of the supplier receiving the item.

6. Cancellations

  • Before Dispatch: If you wish to cancel your order before it has been dispatched, contact us at sales@toolempire.com as soon as possible. We will cancel the order and issue a full refund, including delivery charges, within 14 days.

  • After Dispatch: Once the order has been dispatched, you cannot cancel it, but you can return it after delivery by following the standard return process (Section 2 or 3).

  • Bespoke Items: Orders for custom or made-to-order products cannot be cancelled once processing has begun.

7. Refunds

  • Payment Method: Refunds will be issued to the original payment method (e.g., credit/debit card, PayPal). Card refunds may take 3-5 working days to appear in your account; PayPal refunds may take 5-10 working days.

  • Verification: All returned items are inspected to ensure they meet the conditions of this policy. We reserve the right to refuse refunds for items that are damaged due to misuse, incomplete, or not in resalable condition.

  • Statutory Rights: This policy does not affect your statutory rights under the Consumer Rights Act 2015, including your right to receive goods that are as described, fit for purpose, and of satisfactory quality.

8. Additional Information

  • Proof of Purchase: A receipt, order confirmation, or order number is required to process returns or refunds. If you paid anonymously, retain your receipt, as we may not be able to trace your purchase otherwise.

  • Packaging: Where possible, use the original packaging to prevent damage during return shipping. We are not responsible for items damaged in transit due to inadequate packaging.

  • Age Restrictions: For age-restricted products, we may request ID verification upon return to ensure compliance with legal requirements.

  • Disputes: If you are unhappy with our handling of your return, contact us to resolve the issue. You may also access the European Commission’s Online Dispute Resolution Portal at http://ec.europa.eu/odr for further assistance.

9. Contact Us

For all return, refund, or cancellation inquiries, please contact:
Email: sales@toolempire.com
Address: Tool Empire Ltd, Hobourn House, Priory Road, Rochester, England, ME2 2EG

We aim to respond to all inquiries within 48 hours. Thank you for shopping with Tool Empire!