Refunds & Returns

Last updated 3 September 2026.

Changing your mind

If you are a consumer buying online in the UK, you have 14 days from the day your order is delivered to tell us you want to cancel, for any reason at all. You then have a further 14 days to send the goods back.

Email theteam@industrytoolsonline.co.uk with your order number to start it. We refund what you paid for the goods once the return arrives and has been checked.

Send it back with a tracked service. Where you are simply changing your mind, the return postage is yours to pay: some of these items are large and the carriage is real. Keep the tracking details in case the parcel goes astray.

If something is faulty, damaged or not what was described

That is a separate and stronger right, under the Consumer Rights Act 2015. You can ask for a repair, a replacement or a refund, and in that case we pay the return postage.

Tell us as soon as you can and send a photograph if the item arrived damaged. It helps us with the carrier and it usually makes the whole thing faster.

Cancelling before it ships

Orders can be cancelled at any point before they ship. Most orders are picked within 24 hours, so contact us with your order number as soon as you decide. There is no charge for cancelling.

What we do not refund

We cannot refund damage caused after delivery, or an item that has been used beyond what is needed to check it works, in the same way you could have handled it in a shop.

How long a refund takes

We aim to process a refund within 24 to 48 hours of receiving the return and completing the checks. It then takes as long as your bank or card issuer needs to show it.

Complaints

If something has not been dealt with properly, our complaints handling policy sets out how to raise it and what happens next.