We hope you are happy with your purchase but understand that sometimes you may want to return certain items. Maybe the wrong size, colour or just not the right product for you, whatever the reason we offer a ‘no fuss’ refund policy. We offer an extended period of 30 days within which to return any unwanted goods.
All goods should be returned ‘as new’ - unused and in original packaging with any tags attached. Any goods that are damaged, incomplete or have been altered from their original condition will not be accepted.
You should include either a copy of the Packing Note or a letter clearly marked with your address and order number to assist the team with your return and avoid any delays in processing.
Please ensure goods are properly packaged to prevent damage in transit and clearly marked with our returns address below:
Tool Venture Returns
Once we have accepted items that are returned to us we will refund the price of the items (excluding any delivery charges) within 2 working days. Please be aware that once your refund has been processed by us it can take up to 7 days to be credited to your account depending on your card issuer or bank.
Free Gifts & Promotional Items
Any free goods or promotional items that were supplied with an unwanted/unused item you are returning for credit also need to be returned before a full refund can be issued. Should you fail to return the free goods the cost of these item/items will be deducted from your refund.
If in the rare event the goods are not those requested, please contact our customer services immediately on 01992 712 045 to arrange a replacement. We will also arrange for return postage to get the incorrect goods back to our warehouse. You will not be charged delivery on the replacement goods.
Cancelling Your Order
Before the order has been despatched, you can contact us by telephone on 01992 712 045 if you wish to cancel your order.
Where goods have already been despatched to you, return the goods to us within 30 days for a full refund. The cost of returning goods to us shall be borne by you.
Return Postage Costs
When sending products back to us, it is your responsibility to pay the return postage costs and Tool Venture will not be able to refund any delivery charges incurred.
We are unable to refund or replace items where parcels have been lost or damaged in transit to us. For this reason we would advise that you obtain proof of posting and take out adequate parcel insurance to compensate for any parcels lost or damaged in transit.
As Royal Mail prices do vary depending on the size and weight of the package it may be more cost effective to return your items using a courier such as myHermes or ipostparcels who offer a fully tracked service with compensation/insurance against loss or damage in transit.
Please email customer services at email@example.com prior to returning any faulty items.
For Rubi Tile Cutters, Sigma Tile Cutters and GT Line Tool Cases please contact customer services as generally a repair service not replacement is offered on these products.
Faulty goods returned to us must be clean, dry and free from dirt. Any goods that we receive and deem to be in an unhygienic state will not be processed for health & safety reasons.
Once received products will be inspected for any manufacturing faults and a decision will be made.
We make no guarantee that a replacement or refund will be offered if we deem it to be normal wear & tear or a result of an accident, misuse, abuse, alteration, improper care or maintenance, excessive force, load or mechanical impact.
Items not considered as genuine warranty claims will either be returned to you or disposed of.
Should the item be faulty it will be replaced or refunded at our discretion. Should the item no longer be available it may be replaced with an equivalent model or otherwise a full refund will be given.
We will endeavour to resolve your claim quickly and satisfactorily but should you have any queries about the status of your return or Tool Venture’s returns policy please contact us at firstname.lastname@example.org or telephone us on 01992 712 045.
Returning damaged or faulty goods
We recommend checking the condition of your parcels before you sign for them, if the packaging is damaged or you are in any doubt please make a note on the couriers paperwork stating the condition of the parcel. If after opening the packaging you discover an item is damaged or faulty please contact us as soon as possible (must be within 7 days) to discuss the problem and arrange a replacement.