Returns & Exchanges

Returns, Refunds & Exchanges

This policy applies to orders placed on tftools.com with TF Tools Ltd (registered in England, no. 08009115). It forms part of our Terms & Conditions of Supply. Nothing in this policy affects your statutory rights as a consumer.

1. Changed your mind? 14-day returns

If you bought as a consumer, you can cancel your order and return items within 14 days of the day you receive them. You then have a further 14 days from telling us to send the item back.

You can choose a refund, store credit or an exchange.

To be accepted as a standard return, items must be:

  • new and unused (you may handle an item as you would in a shop, but not use it on a job)
  • clean and in as-new condition, with no dust, scuffs, scratches or marks
  • in their original, undamaged packaging with all labels and tags still attached
  • complete, with all parts, accessories, instructions and any free gifts that came with them
  • packed securely so they arrive undamaged

2. How to start a return

  1. Log in to your account and go to Orders.
  2. Select the order, choose Request return and pick the item(s) you want to send back.
  3. Add a note saying whether you'd like a refund, store credit or exchange.
  4. Once approved, we'll email your return instructions and label.

Please don't send items back without an approved return request, as unannounced parcels may be delayed.

3. Return costs

  • UK return label: £4.99. This covers return postage and is deducted from your refund (or charged before an exchange is sent).
  • Exchanges: once your return arrives, we'll send a payment link for the delivery charge to send out your replacement item.
  • Your own courier: you can use your own tracked service instead. You pay the postage and the parcel is your responsibility until it reaches us, so please keep proof of postage.
  • Faulty or incorrect items: no return charge. See section 7.

You have 14 days from receiving your return label to send the item back.

4. Refunds

  • We inspect returns within 2–3 working days of receiving them.
  • Approved refunds are made to your original payment method within 14 days of us receiving the item.
  • There is a 3% restock fee on refunds to cover our admin time and transaction fee costs.
  • Original delivery charges are not refunded, unless the item is faulty or we sent the wrong item.
  • Store credit is applied to your online account and is available to spend immediately.

5. Returns that don't meet these terms

If a return arrives used, dirty, dusty, scuffed or marked, damaged, incomplete, without its original packaging or labels, after the deadline, or is a non-returnable item (section 6), we'll email you with photos and your options:

  • We send it back to you. A return delivery fee of £4.99 for UK addresses applies. For addresses outside the UK we'll quote the cost.
  • Store credit, which we may offer at our discretion for late returns.

If the £4.99 return delivery fee is not paid within 28 days of the date of our email, the item will be treated as abandoned and will be disposed of. We'll send a reminder before the 28 days run out. No refund, credit or compensation will be due for disposed items.

6. Items that can't be returned

Unless they are faulty, we can't accept change-of-mind returns for:

  • Any items ordered as "assembled" are non-returnable and the "assembly" service fee can not be refunded after the build is completed.
  • Martinez & Kinetic Customs grips can only be removed from a handle by cutting them off, which means they are not resaleable and are disposed.
  • Any products made to order Squijig squares with custom engraving, Badger Made to Order Range are non-returnable as custom built.

7. Faulty, damaged or incorrect items

If your item arrives faulty or damaged, or we've sent the wrong thing, email info@tftools.com as soon as possible with your order number and photos. We'll cover the cost of the return, and no restock fee applies. If you're refunded, your original delivery charge is refunded too.

Under the Consumer Rights Act 2015, consumers are entitled to:

  • a full refund within 30 days of delivery if goods are faulty, not as described or not fit for purpose
  • after 30 days, a repair or replacement, or a refund (full or partial) if that isn't possible or doesn't fix the problem

Many products also carry a manufacturer's warranty in addition to your legal rights. See the Warranty Info page in our website footer. Wear and tear, misuse, accidental damage and modifications are not faults.

8. Cancelling before dispatch

To cancel an order that hasn't shipped yet, email info@tftools.com as soon as possible with your order number. If we can stop it before dispatch, you'll get a full refund. If it has already shipped, please follow the returns process above.

9. International orders

Please email info@tftools.com before returning an item. We'll give you an alternative postal return address, because couriers often won't accept a PO Box address outside the UK. You pay international return postage, and the parcel is your responsibility until it reaches us. Please use a tracked service and mark the parcel as "returned goods" on the customs form.

Contact

TF Tools Ltd · info@tftools.com · Contact us