Returns and Exchanges

Changed your mind? (consumers)

If you're buying as a consumer, the law gives you the right to cancel your order. You don't have to give a reason.

How long you have

• You can cancel at any time from placing your order until 14 days after the day you receive it.
• If your order arrives in more than one delivery, the 14 days start from the day you receive the last item.
• For Click & Collect orders, the 14 days start from the day you collect.
• Once you've told us you're cancelling, you have another 14 days to send the items back.

How to cancel and return

1. Tell us you're cancellingEmail sales@diytools.com, call us on 020 7372 1973, use the cancellation form below, or send us any other clear statement, for example a letter to our address. Please include your order number. You don't have to give a reason, but it helps us if you do.
2. Get your Return ReferenceWe'll send you a Return Reference and our returns address, so we can match your parcel to your order quickly.
3. Pack and send it backPack the items securely and send them to our returns address within 14 days of telling us. Use a service with proof of posting and keep your receipt.
4. Get your refundWe'll refund you within 14 days of getting the items back, or of you sending us proof of posting, whichever is sooner. If we arrange a collection, we'll refund you within 14 days of the day you tell us you're cancelling. If we then find the item has lost value because it was handled more than needed, we'll tell you why and by how much, and may ask you to pay that amount.

Condition of returned items

You can handle and check items as you would in a shop. Your item doesn't have to be unused or in its original packaging to be returned.

If an item has been used or handled more than you'd need to check it, or parts are missing, we may reduce your refund to reflect the loss in value. If we do, we'll tell you why and by how much.

Please pack items securely so they reach us safely.

Return postage

For change of mind returns, you pay the cost of sending items back to us. Please use a service with proof of posting and keep the receipt.

Large or pallet items

Some large or heavy items can't go back by post. Tell us and we'll arrange a collection. We'll charge you the actual cost of collection, taken off your refund, up to a maximum of £80 inc VAT. You're welcome to arrange your own carrier instead.

What we refund and when

Items that can't be returned

The 14 day right to cancel doesn't apply to just two kinds of item:

• Items sealed for health or hygiene reasons, such as disposable masks and respirators, ear plugs and respirator filters, once you've broken the seal.
• Items mixed with other things after delivery that can't be separated, such as two-part adhesives or resins once they've been mixed.

Faulty, damaged or wrong items

If something arrives faulty, damaged or isn't what you ordered, please contact us and we'll put it right.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they're not:

What we'll do

• Please contact us rather than the manufacturer. Email sales@diytools.com with your order number, a short description of the problem and photos if you can, and we'll take care of it for you.
• We pay to get it back. We'll send you a prepaid returns label or arrange a collection.
• No restocking fee. We never charge a restocking fee for faulty or wrong items. If you reject a faulty item within 30 days, you get a full refund with no deduction. If you get a refund later because a repair or replacement hasn't fixed the problem, the law only allows a deduction for the use you've had if it's more than 6 months after delivery. We'll explain any deduction before we make it.

For more on manufacturer warranties and your legal rights, see Guarantees and Warranties.

Exchanges

Sorry, we can't swap items directly. If you'd like a different size, model or product, the quickest way is to return the item for a refund and place a new order for what you need.

If you're not sure what to choose, or you'd like us to help, just contact us and we'll be happy to help.

If your item is faulty or we sent the wrong thing, a replacement is one of your options. See faulty, damaged or wrong items.

Trade customers

If you're buying for your business, trade or profession, with or without a trade account and however you pay, different rules apply. Business customers don't have the 14 day right to cancel.

Full details are in our Terms and Conditions.

Returns address

All returns come back to us at one address, whichever way your order was delivered:

Please quote your Return Reference on or inside the parcel so we can match it to your order and refund you quickly.

International returns

If you're a consumer outside the UK, you have the same 14 day right to cancel as UK customers.

• For change of mind returns, you pay the cost of shipping the items back to us, plus any duties or charges for the return.
• Please contact us at sales@diytools.com before you send anything, so we can give you a Return Reference and help with the paperwork.
• If an item is faulty or wrong, contact us first and we'll agree the best way to put it right.

You also keep any mandatory consumer rights you have under the law where you live. See Worldwide Shipping for more.

Model cancellation form

You can use this form to tell us you're cancelling. Using it is optional: any clear statement that you're cancelling works just as well, by email, by phone or by letter to our address.

The button opens a pre-filled email in your email app. Just fill in the details and send.