Returns & Refunds

1. Our returns position, in short

We accept returns of unused, resalable stock within 30 days of delivery for a refund or credit. Custom-made, OEM and private-label goods are not returnable unless defective, because they cannot be resold. Defective goods are always covered — see the warranty section below.

2. What can be returned

• Unused items in original, undamaged packaging with all accessories, manuals and inserts, returned within 30 days of delivery.
• Standard catalogue products ordered in error, provided they meet the condition above.
• Goods that arrived damaged, short-shipped, or materially different from what you ordered — reported within 7 days of delivery with photographs.
• Defective goods within the warranty period stated on the product page.

Not returnable (unless defective): custom or OEM production, private-label packaging, goods printed or engraved to your specification, cut or made-to-measure materials, clearance and sample items marked final sale, and anything that has been used, installed, modified or damaged after delivery.

3. Restocking fee and freight

Returns for reasons other than defect or our error carry a 15% restocking fee, and you cover return freight. Where the return is because of a defect, a picking error or transit damage, we waive the fee and cover (or reimburse) reasonable return freight. The fee is deducted from your refund, never charged separately.

4. How to start a return

• Email sales@toolhaven.example with your order number, the item and quantity, the reason, and photographs where relevant.
• Wait for our written authorisation and return instructions. Unauthorised returns are refused at the door, because we cannot reconcile them to an order.
• Pack securely in the original cartons where possible and ship within 14 days of authorisation, using a trackable service and insuring the value.
• Send us the tracking number so we can receive and book it in promptly.

5. Refunds and credits

We inspect returned goods within 3 business days of receipt and confirm the outcome by email. Approved refunds go back to the original payment method — Stripe refunds to the card used, PayPal refunds to the PayPal account used. Your bank or PayPal normally shows it in 5–10 business days after we issue it; we cannot speed up the banking network. If you prefer, we can issue store credit instead, which we apply the same day.

Original shipping charges are refunded only where the return is due to defect or our error. Duty and tax you paid on import is generally recoverable from your customs authority, not from us — keep your import paperwork so you can claim it.

6. Exchanges

For a different item, place a new order so the replacement ships immediately, and return the unwanted goods under this policy for a refund. That is faster than waiting for an exchange to be processed.

7. Cancellations and changes

Standard catalogue orders can be cancelled or amended free of charge before dispatch. Once goods have shipped, treat it as a return. Custom, OEM and private-label production cannot be cancelled once manufacture has begun, because the goods are being made specifically for you.

8. Warranty claims

Each product carries the warranty period shown on its product page, from the date of delivery. Report a defect with your order number and photographs and we will repair, replace or credit it at our option, covering reasonable freight both ways. Warranty does not cover consumables, wear parts, cosmetic damage, misuse, or use outside the rated specification.

9. Non-delivery

If tracking shows no movement for an unusual period, or the shipment is confirmed lost by the carrier, tell us and we will open a trace immediately. Once the carrier confirms loss we replace or refund in full, including shipping.

10. Where to send it

Email sales@toolhaven.example first — we issue the return authorisation, the correct return address for your region, and any customs paperwork needed to get the goods back to us without being taxed again on import. Statutory rights that apply to you under local consumer law are unaffected by this policy.