4.0 Cancellation returns and refund policy

4.1 Cancelling a consumer purchase

You will receive a reminder to complete unconcluded order (unpaid order), and 7days after, you will receive cancellation notice which will detail the exact day and time that the unconcluded order will be deleted. For concluded consumer purchases online, by telephone or otherwise at a distance, you may cancel without giving a reason from contract formation until 14 days after the day you or your nominated recipient receives the goods. If goods from one order are delivered separately, the period generally runs from receipt of the last goods; for a good delivered in lots or pieces, from the last lot or piece. Applicable off-premises contracts also carry cancellation rights. Notify us clearly using support@safetools.co.uk, or telephone - 07493020012. Send the notice before the deadline and retain evidence, the cancellation period ends 14 days after you receive it. Return reference helps administration but is not required to exercise your rights. If we omit the required cancellation information, the normal cancellation deadline can be extended by 12 months.

4.2 Returning a cancelled purchase

Send the goods back, or hand them to us, within 14 days after telling us you are cancelling, unless we agree to collect them. You pay direct change-of-mind return costs only where we informed you of that responsibility before the contract. For goods unsuitable for normal post, the disclosed return cost or reasonable estimate will be confirmed to you. We meet costs which the law requires us to bear, including appropriate returns of faulty or incorrect goods. For a qualifying off-premises sale where bulky goods were delivered to your home when the contract was made and cannot normally be posted back, we find a better way to collect them and update you. Any collection cost must have been agreed lawfully; we do not impose an undisclosed charge. Pack goods safely. Original packaging is helpful but is not an absolute condition of statutory cancellation. You may examine items as you reasonably would in a shop. We may deduct only an evidenced reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, and only where the required cancellation information was given. We do not impose a restocking fee for statutory cancellation.

4.3 Purchase refund timing and amount

For cancellation of the whole order, we refund the goods price and the cost of our least expensive standard outbound delivery option (where a customer did not select free delivery). A premium delivery upgrade above that amount need not be refunded. If we have not offered to collect the goods, we refund without undue delay and no later than 14 days after we receive them back or you supply evidence of sending them back, whichever happens first. If we have offered to collect them, we refund without undue delay and no later than 14 days after your cancellation notice. We do not wait for an inspection to extend these deadlines. Refunds use the original payment method unless you expressly agree otherwise and incur no fee. We do not require acceptance of store credit. For partial cancellation, we explain any lawful adjustment to delivery charges or a clearly disclosed kit discount without imposing a penalty. Contact us if you need a different accessible return arrangement.

Refund policy for faulty goods

4.4 Faulty, incorrect or misdescribed goods

Tools must be of satisfactory quality, fit for an agreed purpose and as described. Consumer goods, including hired goods where applicable, are protected by the Consumer Rights Act 2015. You can register for a life or timed guarantee on the website of our partners (brands), you need to let us know if an item is faulty. For faulty hire tools, equipment or machinery, you can reject earlier where entitled. An agreed repair or replacement pauses that period; if the goods still fail to conform, you have the remaining extended period or seven days after the waiting period, whichever is longer. After the short-term period, you can normally require repair or replacement, subject to the statutory rules on impossibility and disproportionate cost. This must be at our cost, within a reasonable time and without significant inconvenience. If the goods still fail to conform after one repair or one replacement, neither remedy can be required, or we fail to remedy within a reasonable time without significant inconvenience, you may choose the applicable price reduction or final rejection. You do not have to allow repeated unsuccessful repairs. However, an applicable deduction for use may arise on final rejection. For relevant remedies, a fault appearing in the first six months is generally presumed to have existed on delivery unless we show otherwise or that presumption is incompatible with the goods or fault. Later claims depend on the evidence. Six months is not the lifetime of your rights, and a warranty expiring does not end them. Statutory refunds are made without undue delay and within 14 days after we agree you are entitled. We cover reasonable return costs. For hire rejection, the statutory refund under section 20 covers payment for the period of hire you will not receive because the contract has ended. This is not simply an unrestricted deduction for past use. You may also have a claim for loss caused by an earlier defect or breach, including unusable hire time; our section 3.5 commitment still applies. When you lawfully reject faulty goods, make them available for our collection, or return them if that is agreed. We do not require you to post unsafe or oversized equipment. Necessary services that we supply must also be performed with reasonable care and skill; applicable service remedies include repeat performance and a price reduction, without limiting other legal rights.

4.5 Cancelling consumer tool hire

For ordinary tool hire agreed at a distance, and qualifying off-premises hire, the cancellation period generally ends 14 days after the day the contract is made, because hire is treated as a service contract for these cancellation rules. A booking for a particular tool-hire dates does not by itself create the rental exception. Notify us using the same contacts. We start hire within that period only on your express request. If you then cancel, a proportionate charge for the service supplied up to cancellation is payable only where the legal information and request requirements have been met. We calculate this from the agreed total and performance supplied up to your cancellation notice. If the agreed total is excessive, the legal calculation uses the market value of the service supplied. Without the necessary request or information, we do not impose that charge. The cancellation right is lost on full performance only where you expressly requested early performance and acknowledged that consequence. We refund amounts due for a cancelled hire within 14 days after your notice, less any lawful proportionate charge. Cancellation notice should be sent either immediately or at most 3days after you have received the tools. Arrange prompt return or collection and stop use on cancellation. Cancellation does not transfer ownership to you. Equipment recovery and any separate damage issue are dealt with fairly; we do not automatically delay a statutory service refund until inspection. This service-based cancellation wording concerns a standalone hire agreement. If you buy goods and hire tools in one transaction, we will treat them separately. The hire contract structure and correct cancellation information will be provided in the hire approval notice before payment is accepted. Any agreed hire-return or collection charge after cancellation must have been clearly disclosed, be lawful and not duplicate the proportionate service charge. We do not describe all transport charges as automatically non-refundable. Please, contact us before sending batteries, fuel or other restricted items.

Refund policy other cancellations and complaints

4.6 Exceptions and counter purchases

A genuine made-to-specification or clearly personalised product may be excluded from the change-of-mind cancellation right, but any exception must be legally applicable and explained before purchase. Choosing standard tools to assemble a Home, Car or Mixed kit does not by itself make the kit personalised. Opening ordinary tool packaging does not automatically remove cancellation rights. Exceptions never remove rights relating to faulty or incorrect or misdescribed goods. For a purchase or hire contract made entirely on our premises, there is usually no statutory change-of-mind cooling-off period. No additional change-of-mind return scheme is offered. Fault remedies still apply. An online reservation which does not form a binding contract is distinguished clearly from a completed online order.

4.7 Later hire cancellations and business orders

Outside a statutory cancellation period, or for business bookings without that right, contact us as soon as possible. Any cancellation charge must be based on the agreed terms and reasonable net loss after saved costs and reasonable efforts to re-hire the equipment. We provide a calculation. We do not automatically retain the full deposit or full hire price regardless of circumstances. More generous cancellation terms in your accepted quote apply. If we cancel because equipment is unavailable or cannot be supplied safely, we offer an alternative only with your consent or refund the affected advance payment. This does not exclude other rights you may have. Refunds are not conditional on you buying another item.

4.8 How to raise a problem

Contact supoort@safetools.co.uk with your name, order reference, item, relevant dates, description of the problem and preferred resolution. A receipt is useful, but other reasonable evidence of purchase or hire is accepted. Do not send full card details. We aim to acknowledge ordinary customer complaints within 24 hours and give a substantive response within ten working days. If more time is needed, we explain why and give an update date. If unresolved, request review by our Managing Director. When communicating our complaint outcome, we explain any dispute-resolution arrangement available because legislation, your contract or another binding arrangement requires us to participate. We give relevant access details and comply with any other applicable information duties. If we are not required to participate, we state whether we agree to voluntary ADR. We do not claim scheme membership unless confirmed, and any provider used must be lawfully authorised under the current ADR framework. These procedures do not prevent you from seeking independent advice, contacting Trading Standards through the relevant consumer advice service, or using the courts. Our full complaints procedure is in section 7. Data protection complaints also follow section 5.8. No complaint process shortens a statutory deadline or requires you to waive a legal remedy.