1. Eligible Returns
We accept returns and exchanges within 30 days upon receipt of goods, covering two major categories in compliance with the UK Consumer Rights Act 2015:
Fault-related returns
Items with manufacturing defects, breakages or functional faults
Goods damaged during UPS transit
Incorrect items or wrong specifications delivered by our mistake
Voluntary no-reason returns (Cooling-off Period Right)
Customers are entitled to return unused items within 14 calendar days after delivery due to personal preference, change of mind or other personal reasons, which is in line with UK legal cooling-off period regulations
2. Return Conditions and Non-Returnable Items
General Return Requirements: All returned items must be unused, unassembled, unmodified, in their original condition, and in their original packaging. All accessories, parts, and labels must be intact. The product must not have any man-made damage, wear, or malfunction.
The following items are non-returnable:
Used, installed, modified, or man-made damaged products.
Used consumable parts.
Missing original packaging, accessories, or parts.
Damage caused by improper operation, incorrect installation, or rough handling.
Normal wear and tear from daily use.
3. Return and Exchange Deadline
All return and exchange requests must be submitted within 30 calendar days of receiving your order. Any requests submitted after the 30-day deadline will not be processed without formal confirmation from our customer service team.
4. Return Process
1. Contact our customer service via email or phone to submit a return request and explain the reason for the return.
2. Await our team's confirmation and return authorization.
3. Pack the item intact.
4. Send the package to our official return address: 162 Queensway, London W2 6LY, United Kingdom
5. Provide the return tracking number for verification.
6. Our team will inspect the item upon receiving your returned package.
5. Exchange Process
1. Please contact our customer service within 30 days of receiving the item to request an exchange, explaining the issue (e.g., defect, damage, wrong item sent).
2. Await our review and exchange approval.
3. Return the eligible, undamaged item to our address: 162 Queensway, London W2 6LY, United Kingdom
4. After inspection and confirmation, we will arrange for a new replacement item to be shipped via UPS as soon as possible.
The exchange service is only available for items of the same style and size. If you need to exchange for a different style, please apply for a refund and place a new order.
6. Refund Process
Once we receive and inspect your returned item and confirm that it meets the return criteria, we will process your refund within 6-12 business days.
All refunds will be returned to your original payment account.
Note: Actual processing time depends on your issuing bank's processing speed.
7. Return Shipping Costs
Our responsibility (we cover shipping costs): Product quality issues, damage during transportation, and incorrect or missing items due to our fault.
Customer Responsibility (Customer Pays Shipping): Voluntary returns due to personal reasons, change of mind, or unwanted items (unused and in perfect condition).
8. Order Cancellation Policy
Customers can cancel their orders before the goods are shipped. Once an order is processed and shipped, it cannot be cancelled. If you need to cancel your order, please contact our customer service immediately. For successfully cancelled orders, we will refund the full amount to the original payment account within 6-12 business days.
If you have any questions about returns, exchanges, or refunds, please feel free to contact our customer service team.
Contact Us
Store Name: Hardware DIY Tool
Address: 162 Queensway, London W2 6LY, United Kingdom
Phone: +442033456589
Email: info@hardwarediytool.com
Business Hours (UK Local Time, GMT/BST)
Mon-Fri: 9AM - 7PM
Sat: 10AM - 7PM
Sun: 10AM - 6PM
Response Time
All messages and emails will be replied within 24 working hours. Messages sent out of business hours will be processed on the next working day.