Last updated: 23 July 2026
This policy applies to consumer purchases made directly through The Tool Guys website, including orders placed online for collection.
It applies to new, surplus, sale-priced, used and refurbished products.
Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.
Returns at a glance
- Return window: 60 calendar days from delivery
- Return methods: By post or in person at our Darwen shop
- Change-of-mind return postage: Paid by the customer
- Faulty, damaged, incorrectly supplied or misdescribed goods: Return costs paid by The Tool Guys Ltd
- Restocking fee: None
- Refund method: Original payment method
- Refund processing: Normally within two working days after receiving the return
- Change-of-mind exchanges: Not offered; eligible items may be returned for a refund
60-day change-of-mind returns
In addition to your statutory rights, we offer a 60-day change-of-mind returns policy for consumer purchases made through our website.
To use this extended policy, you must contact us and send or bring the item back within 60 calendar days of delivery.
For returns made after the statutory 14-day cancellation period, the item must:
- Be unused and in the condition in which it was received
- Include all parts, batteries, chargers, accessories and manuals originally supplied
- Include the original packaging where reasonably possible
- Be packaged securely to prevent damage during return
We may refuse a return under our extended policy or make a reasonable deduction if the item has been used, damaged, altered, incompletely returned or reduced in value while in your possession.
These additional conditions do not restrict your statutory cancellation or faulty-goods rights.
Sale-priced products and used or refurbished products are included in our 60-day returns policy.
Your 14-day legal right to cancel
If you make a consumer purchase online, you normally have the legal right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 calendar days of receiving your order. You then have a further 14 calendar days to return the goods.
If an order is delivered in separate parcels, the cancellation period will normally begin after the final item is delivered.
You may open and reasonably inspect the product in the same way that you could examine it in a shop. This includes checking its appearance, features and basic operation.
We may make a reasonable deduction from your refund if the product’s value has been reduced because it was handled or used beyond what was necessary to establish its nature, characteristics and operation.
Missing or damaged packaging alone does not automatically remove your statutory right to cancel.
Cancelling before dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
If the order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.
If the order has already been dispatched, you may return it under the terms of this policy.
Return postage costs
Change-of-mind returns
You are responsible for arranging and paying the return postage for change-of-mind returns.
If you ask us to provide a return label, we will tell you the exact cost before issuing it. With your agreement, the return-label cost may be deducted from your refund.
We do not charge a restocking or administration fee.
Faulty, damaged, incorrect or misdescribed goods
If an item is faulty, damaged on arrival, incorrectly supplied or not as described, The Tool Guys Ltd will cover the reasonable cost of returning it.
Depending on the item, we may:
- Provide a prepaid return label
- Arrange a collection
- Reimburse reasonable return postage agreed with us in advance
- Ask you to bring the item to our Darwen shop, where reasonably convenient for you
You will not be required to pay return costs where the goods do not meet the standards required by law.
Packaging your return
Please package the item securely and include all relevant parts and accessories.
Where possible, please include your order number or a copy of your order confirmation inside the parcel. This helps us identify and process your return more quickly.
We recommend obtaining and retaining proof of postage until your return and refund have been completed.
Please do not return products directly to the manufacturer.
Refunds
Refunds are issued to the original payment method unless you expressly agree to a different method.
We do not charge a fee for issuing a refund.
We normally process refunds within two working days after receiving and checking the returned item. In all cases, refunds will be issued without undue delay and within the applicable legal deadline.
Where the statutory cancellation right applies, we will issue the refund no later than 14 days after the earlier of:
- The day we receive the returned goods; or
- The day you provide evidence that the goods have been sent back
Your bank, card provider or payment service may take additional time to show the refund after we have processed it.
Original delivery charges
If you cancel your entire order within the statutory 14-day cancellation period, we will refund:
- The price paid for the returned goods; and
- The cost of our least expensive standard delivery service available for that order
If you selected a more expensive or premium delivery service, the additional amount paid above the standard delivery cost will not be refunded.
If you return only part of an order, the original delivery charge will not normally be refunded where the same delivery charge would have applied to the remaining items.
For change-of-mind returns made after the statutory 14-day cancellation period but within our extended 60-day period, the original delivery charge is not refundable.
These restrictions do not apply where the item is faulty, damaged, incorrectly supplied or not as described. Where you are legally entitled to reject such goods, applicable original delivery charges and reasonable return costs will be refunded.
Faulty, damaged or misdescribed goods
All consumer goods sold by The Tool Guys Ltd must be:
- Of satisfactory quality
- Fit for their normal purpose
- Fit for any particular purpose made known to us before purchase
- As described
These standards apply to new, surplus, used and refurbished products.
When assessing a used or refurbished product, its age, price, description, stated condition and any faults or cosmetic damage disclosed before purchase may be taken into account.
A fault or imperfection clearly disclosed before purchase will not normally make the product misdescribed. However, this does not affect your rights concerning any separate, undisclosed fault.
If an item is faulty, damaged on arrival, incorrectly supplied or not as described, please contact us as soon as reasonably possible.
Faulty goods within 30 days
Consumers normally have a short-term right to reject qualifying faulty goods within 30 days of delivery and receive a refund.
Where this right applies, we will refund the price paid together with applicable delivery charges and reasonable return costs.
Alternatively, you may request a repair or replacement, although you are not required to accept this instead of exercising a valid short-term right to reject.
Faulty goods after 30 days
After the first 30 days, a repair or replacement will normally be the appropriate first remedy.
The remedy provided will depend on factors including:
- The nature of the fault
- The product’s age and stated condition
- The availability and cost of repair
- Whether equivalent replacement stock is available
- Whether the chosen remedy can be provided without significant inconvenience
If a repair or replacement is unavailable, unsuccessful or cannot be provided within a reasonable time, you may be entitled to:
- A reduction in price; or
- A final right to reject the goods and receive a full or partial refund, as applicable
Nothing in this section limits any remedy available under consumer law.
Used and refurbished products
Used and refurbished products may show signs of previous ownership or use. Any significant cosmetic damage, known faults or missing parts will be described on the product listing where applicable.
The disclosed condition of a used or refurbished product does not remove your rights concerning faults that were not disclosed or reasonably expected.
Used and refurbished products are covered by the same statutory consumer protections, although their age, price, description and disclosed condition may be relevant when assessing satisfactory quality and reasonable durability.
Sale items
Sale-priced and discounted products have the same statutory consumer rights as full-price products.
They are also included in our 60-day change-of-mind returns policy unless a lawful and clearly disclosed exception was stated before purchase.
Our 12-month warranty
Every tool purchased directly from The Tool Guys Ltd includes our 12-month warranty, whether sold as new, surplus, used or refurbished, unless an item is expressly sold for parts or repair and clearly described as such before purchase.
The warranty is provided in addition to your statutory rights. It does not replace, restrict or shorten those rights, and the expiry of the warranty does not necessarily mean that your statutory rights have ended.
Full information is available on our 12-Month Tool Warranty page.
Exchanges
We do not offer an automatic exchange service for change-of-mind returns.
You may return an eligible item for a refund and place a new order for the replacement product.
This does not affect any legal right to a repair or replacement where goods are faulty. If replacement stock is available, we may offer a replacement as part of resolving a faulty-goods claim.
In-store purchases
The statutory 14-day cooling-off period does not normally apply to purchases completed entirely in our physical shop.
If you change your mind about an in-store purchase, any return will be considered under the return terms explained to you at the time of purchase.
Your statutory rights concerning faulty, damaged or misdescribed goods still apply to in-store purchases.
An order placed and paid for online remains an online purchase even if it is collected from our shop.
Business purchases
The statutory consumer cancellation and return rights described in this policy apply to individuals acting wholly or mainly outside their trade, business, craft or profession.
If a product is purchased wholly or mainly for business purposes, separate business terms may apply. Our published 12-month tool warranty will still apply where stated.
Nothing in this section excludes any rights that cannot lawfully be excluded.
How to request a return
Please contact us before sending your return so that we can provide the correct instructions and, where applicable, arrange a prepaid return method.
Contacting us first helps us process the return efficiently, but prior approval is not required to exercise your statutory cancellation rights.
Please provide the following information where available:
- Your name
- Order number
- Product make and model
- Reason for the return
- Details of any fault
- Photographs or a short video where reasonably possible
You do not need to provide a reason when exercising your statutory change-of-mind cancellation right.
Contact details
Email: info@thetoolguys.co.uk
Phone: 07990 658695
Returns address
The Tool Guys Ltd
14 Bridge Street
Darwen
Lancashire
BB3 2AA
United Kingdom
Returns may be sent by post or brought to our Darwen shop during the published opening hours.
Cancellation form
You are not required to use this form. You may cancel by sending us any clear statement confirming that you wish to cancel your order.
To use the form, copy the following information into an email and send it to info@thetoolguys.co.uk:
To: The Tool Guys Ltd, 14 Bridge Street, Darwen, Lancashire, BB3 2AA
I hereby give notice that I cancel my contract for the sale of the following goods:
Product or products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Seller information
The seller and provider of this policy is:
The Tool Guys Ltd
Company number: 15772207
Registered office, trading address and returns address:
14 Bridge Street
Darwen
Lancashire
BB3 2AA
United Kingdom
Email: info@thetoolguys.co.uk
Phone: 07990 658695
Website: https://thetoolguys.co.uk