RETURNS & REFUNDS
Clear returns.
Fair resolutions.
This policy explains your minimum legal cancellation rights, how to return an item and what happens when a product is faulty, damaged, incorrect or not as described.
BEFORE RETURNING AN ITEM
Contact us with your order number and reason for returning the product. We will provide the appropriate return instructions.
CHANGE-OF-MIND RETURNS
The statutory cancellation period
If you are purchasing as a consumer through our website, you generally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 calendar days of receiving the goods. After notifying us, you have a further 14 calendar days to send the goods back.
Tilley’s Tools does not offer an extended change-of-mind return period beyond your statutory rights.
Starting a return
Contact us within the applicable return period and provide your order number, the product being returned and the reason for the return.
We will provide the correct return instructions and return address. Contacting us first helps prevent delays when your parcel arrives.
Condition of returned products
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning, as you could in a physical shop.
Products must not be installed, used for a job, altered or damaged beyond what is reasonably necessary for inspection. We may reduce the refund where unnecessary handling has diminished the product’s value.
Please return all supplied parts, accessories, instructions and packaging where reasonably possible.
Change-of-mind return postage
Customers are responsible for the direct cost of returning products when cancelling because they have changed their mind.
We recommend using a tracked service with suitable compensation cover. The customer remains responsible for packaging the product securely and providing evidence that it was returned.
Refund processing
Refunds will be issued to the original payment method within 14 days of receiving the returned goods or receiving acceptable evidence that they have been sent back, where applicable.
Where legally required, the refund will include the cost of our least expensive standard delivery service. Any additional amount paid for an upgraded or premium delivery service will not be refunded.
Your bank or payment provider may require additional time to display the refund after it has been processed.
PRODUCT PROBLEMS
Faulty, damaged, incorrect or misdescribed goods
Your statutory rights are separate from the change-of-mind cancellation process and are not restricted by this policy.
Faulty or not as described
Products must be of satisfactory quality, fit for their intended purpose and match their description. If a product does not meet these requirements, statutory remedies may include a refund, repair or replacement depending on the circumstances and when the problem is reported.
Damaged in transit
If your order arrives damaged, contact us as soon as reasonably possible. Include your order number and photographs of the product and packaging where possible so we can investigate.
Incorrect order
If we have supplied the wrong product, contact us with your order number and details of the item received. We will arrange an appropriate resolution.
Return costs for product problems
Where goods are faulty, damaged, incorrect or not as described, Tilley’s Tools will cover reasonable return costs where legally required. Please contact us before arranging the return.
WHAT IS NOT A PRODUCT FAULT?
Damage caused after delivery
A product will not normally be considered faulty where the issue results from:
- Incorrect installation, application or use.
- Accidental damage or misuse.
- Normal wear and tear.
- Failure to follow supplied instructions.
- Modification or attempted repair by the customer or another party.
- A defect or condition clearly disclosed before purchase.
CLEARANCE, EX-DISPLAY & FACTORY SAMPLE STOCK
Your statutory rights also apply to clearance, ex-display and factory sample products. However, a customer cannot claim that a product is faulty because of a specific defect, mark, missing accessory or condition that was clearly disclosed in the product description before purchase.
START A RETURN
Contact Tilley’s Tools
Include your order number, the product concerned and the reason for returning it. For damaged or faulty products, include clear photographs where possible.
Nothing in this policy limits or excludes any rights available to consumers under applicable UK law.