Returns Policy

ToolMix
Returns & Refunds Policy

 

1. Overview

At ToolMix, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. This policy sets out how returns and refunds work for orders placed through our website at toolmixdirect.co.uk.

This policy applies to online orders only. Items purchased in-store or from our trade vans are subject to separate terms – please speak to the team directly.

2. Your Right to Cancel (Online Orders)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order within 14 calendar days of receiving your goods, without giving a reason. This is your statutory cooling-off period.

To cancel, please contact us by email at sales@toolmix.uk or call us on [phone number] before the 14-day period expires. If your order has not yet been dispatched, we will cancel it and issue a full refund immediately.

3. Returning Items

3.1 Eligibility

To be eligible for a return, the following conditions must be met:

  • The return is requested within 14 calendar days of delivery
  • The item is not excluded under Section 4 (Non-Returnable Items)
  • You have contacted us at sales@toolmix.uk to notify us of the return before sending the item back

3.2 How to Return an Item

  1. Email us at sales@toolmix.uk with your order number and the reason for return.
  2. We will confirm your return and provide our returns address.
  3. Package the item securely, ideally in its original packaging.
  4. Post the item to us using a tracked and insured delivery service.
  5. The item remains your responsibility until it reaches us. We strongly recommend retaining proof of postage.

Return shipping costs: Unless the item is faulty or we have sent the wrong product, the cost of returning goods to us is your responsibility.

3.3 Condition-Based Refunds

The amount refunded depends on the condition in which the item is returned. Under the Consumer Contracts Regulations 2013, we are entitled to make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning.

Condition Description Refund
A – As New Sealed or complete with all original packaging, tags, and accessories. Unused. Full refund of product price
B – Opened, Unused Original packaging present but opened. Item is unused and in resaleable condition. Full refund of product price
C – Packaging Missing or Damaged Original packaging is missing, damaged, or incomplete. Items are unused. Refund minus 15% restocking fee
D – Signs of Use Items show signs of use, testing beyond basic inspection, or cosmetic damage. Assessed case-by-case. Refund of up to 50%, or store credit at our discretion.


All returned items are inspected by our team upon receipt. We will notify you of the assessed condition and applicable refund amount before processing.

4. Non-Returnable Items

The following items cannot be returned for a refund unless they are faulty or incorrectly supplied:

  • Personal Protective Equipment (PPE) that has been opened or unsealed, including hard hats, safety boots, ear protection, eye protection, face masks, and work gloves – for hygiene and safety reasons
  • Consumable items that have been opened or partially used, including sealants, adhesives, expanding foams, abrasives, fixings, and tapes
  • Clearance or discontinued items (marked as non-returnable at point of sale)
  • Items that have been modified, customised, or had parts removed

5. Faulty or Incorrect Items

If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us within 48 hours of delivery at sales@toolmix.uk. Please include:

  • Your order number
  • A description of the fault or issue
  • Clear photographs of the item and any damage
  • Photographs of the packaging (if damage occurred during transit)

For faulty or incorrect items, we will arrange a collection or provide a prepaid return label at no cost to you. Once inspected and confirmed, we will offer a full refund or replacement at your choice.

If an item develops a fault after use, this may be covered under the manufacturer’s warranty. Please refer to our separate Warranty Policy or contact us for guidance.

6. Refund Processing

Once we have received and inspected your return, we will process your refund within 5 working days. Refunds are issued to your original payment method. Please allow an additional 3–5 working days for the funds to appear in your account, depending on your bank or card provider.

We will refund the cost of the product(s) only. Original delivery charges are non-refundable unless the item is faulty or incorrect. If your order qualified for free delivery, no delivery charge refund applies.

7. Exchanges

We do not offer direct exchanges. If you need a different item, please return the original item for a refund and place a new order.

8. Cancelling Before Dispatch

If you wish to cancel your order before it has been dispatched, please email sales@toolmix.uk as soon as possible. If we are able to stop the order, a full refund will be issued. If the order has already been dispatched, please follow the returns process outlined in Section 3.

9. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015, including your rights in respect of goods that are faulty, not as described, or not fit for purpose. For more information on your consumer rights, visit www.citizensadvice.org.uk.

10. Contact Us

If you have any questions about this policy or need to arrange a return, please get in touch:

Email: sales@toolmixdirect.co.uk

Address: ToolMix Ltd, Unit 6a, Hambleton Grove Industrial Estate, Knaresborough, HG5 0DB