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Returns and Exchanges

Effective Date: 18th June 2025

We want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a fair and clear returns policy for both consumer and trade customers.

Consumer Returns (30-Day Money Back Guarantee)

If you are purchasing as a consumer, you have 30 days from the date of delivery to return your order for any reason—no questions asked. This exceeds your statutory 14-day cooling-off period under the Consumer Contracts Regulations (2013).

How to Return:

Contact us at support@diytools.com within 30 days of delivery
Include your order number and reason for return
We'll issue a Return Reference and instructions
Return items unused, in original packaging with all components
You are responsible for return postage costs

Refund Processing:
Once we receive and inspect your return, we'll issue a full refund within 5–10 working days to your original payment method.

Return Postage:
Return shipping is at your expense. We recommend using tracked/insured postage. We cannot accept responsibility for items lost in return transit unless the return was due to our error.

Trade Returns (B2B Account Customers)

Trade account customers may return goods within 30 days at our discretion. Returns must be pre-authorised by our sales team.

Conditions:

Items must be unused and in resaleable condition
Original packaging and all components must be included
A restocking charge of up to 15% may apply to opened or special-order items
Contact our team before returning: support@diytools.com

Unauthorised returns may be rejected or incur additional handling charges.

Faulty, Incorrect, or Damaged Goods

If your item is faulty, damaged in transit, or you received the wrong product:

Notification:
Contact us within 48 hours of delivery at support@diytools.com. Please provide:

Order number
Photos of the damage/defect
Description of the issue

Our Response:
We'll arrange a replacement, repair, or refund at no cost to you. Return postage will be covered by us for faulty or incorrect items via prepaid return label.

What Defines "Resaleable Condition"?

For returns to be accepted, goods must meet all of the following:

Unused, unworn, and in original condition
Original packaging intact and undamaged
All components, accessories, manuals, and fixings included
No signs of installation, modification, or use
Protective seals and tags still attached where applicablea

Exclusions – What Can't Be Returned

The following items cannot be returned once purchased:

Custom-made or made-to-order products
PPE items (gloves, respirators, masks, helmets) once packaging is opened—for hygiene and safety reasons
Multi-packs or bulk items once packaging is opened (e.g., boxes of screws, fixings)
Digital downloads or software once accessed
Petrol products (must be drained and aired for 48 hours before return)
Items marked "Clearance," "Final Sale," or "Non-Returnable"
Items delivered directly from suppliers (contact us to arrange supplier returns)

Return Postage Responsibility

Reason for Return	Who Pays Postage
Change of mind / unwanted	Customer
Wrong item ordered	Customer
Faulty goods	Seller
Damaged in transit	Seller
Incorrect item sent	Seller

Recommendation:
Use tracked and insured return postage. We cannot be held responsible for items lost or damaged during return transit unless the return was our error.

Refund Timescales

Inspection: Returns inspected within 2–3 working days of receipt
Refund issued: Within 5–10 working days after approval
Refund method: Original payment method (card, PayPal, etc.)
Trade account: Credit note applied to account within 5 working days

Partial Refunds:
A partial refund or deduction may apply if items are returned:

Without original packaging
With missing components or accessories
Showing signs of use or damage
Outside the returns window

Trade Credit Notes:
Valid for 12 months from issue date and non-transferable.

Warranty & After 30 Days

If your product develops a fault after 30 days, you may still be covered under manufacturer warranty. Contact us at support@diytools.com with:

Order number
Product details
Description of the fault

We'll liaise with the manufacturer on your behalf to arrange repair or replacement under warranty terms.

How to Initiate a Return

Step 1: Email support@diytools.com within 30 days
Step 2: Include order number and reason for return
Step 3: Receive Return Reference Number (RMA)
Step 4: Package items securely with RMA clearly marked
Step 5: Ship to the return address provided
Step 6: Keep tracking proof until refund is received