Terms & Conditions

About us and these terms

Tilley's Tools is the trading name of Ben Tilley, a sole trader.

These Terms & Conditions apply to your use of tilleystools.com and to contracts for goods purchased directly from this website. Please read them before placing an order. By placing an order, you confirm that you accept these terms.

If you purchase through a third-party marketplace, that marketplace's ordering and payment rules may also apply. Your statutory rights remain unaffected.

Using our website

You must use this website lawfully and must not attempt to interfere with its security, operation or availability. You must not introduce malicious code, attempt unauthorised access, scrape the website in a way that disrupts it, or misuse any account or checkout facility.

You must be at least 18 years old and legally capable of entering into a contract to place an order. You are responsible for ensuring that information provided during checkout is complete and accurate.

We may suspend, withdraw or change parts of the website where reasonably necessary, including for maintenance, security or operational reasons. This does not affect contracts already accepted.

Products, descriptions and condition

We sell automotive, workshop and specialist tools. Our stock may include brand-new, clearance, ex-display, returned, surplus and factory-sample products. The condition stated on the individual product page forms part of the product description.

We take reasonable care to describe products accurately. Please review the title, written description, stated contents, condition notes, specifications and photographs before ordering.

• Minor variations in colour, finish, packaging or manufacturer labelling may occur.
• Packaging may show storage or transit wear where this is consistent with the stated condition.
• The written description and stated contents explain what is included. Background items, measuring aids or illustrative props are not included unless expressly stated.
• For ex-display, clearance and factory-sample goods, disclosed marks, missing packaging, missing accessories or other disclosed condition points are accepted as part of the purchase.

Nothing in this section allows us to supply goods that are materially different from their description or removes any rights you have where goods are faulty, not as described or otherwise fail to conform to the contract.

Compatibility, application and safe use

Many products are application-specific. Before ordering, you should check all dimensions, drive sizes, thread sizes, manufacturer references, vehicle applications and other compatibility information shown in the listing.

If you ask us for help, provide the product reference and complete vehicle or application details. We will make reasonable efforts to assist, but general guidance cannot replace inspection by a suitably qualified person. Unless we expressly confirm suitability for your exact application in writing, you remain responsible for checking that the product is appropriate.

Tools must be used only for their intended purpose, within their stated capacity and in accordance with any manufacturer instructions. Appropriate personal protective equipment should be used. Specialist automotive tools should be used by a competent person; seek professional assistance if you are unsure.

This section does not affect your rights if information we supplied about a product was incorrect or misleading.

Orders and formation of the contract

Our website guides you through the steps needed to place an order and gives you an opportunity to review and correct your details before payment.

1. When you place an order, you are making an offer to buy the products in your basket.
2. An automated order confirmation acknowledges that we have received your order. It does not necessarily mean the order has been accepted.
3. A contract is formed when we send confirmation that the goods have been dispatched, unless we expressly accept the order earlier.

We may decline an order before acceptance for a legitimate reason, including unavailable stock, an obvious pricing or description error, failed payment authorisation, suspected fraud, delivery restrictions or a quantity limit. If payment has already been taken, it will be refunded.

Please contact us immediately if the order confirmation contains an error. We will try to make changes before dispatch but cannot guarantee that an order can be changed once processing has begun.

Prices and payment

Prices are shown in pounds sterling. The total product price and any applicable delivery charge will be shown before you confirm payment. The payment methods currently available are displayed at checkout.

Payment is processed through secure third-party payment providers. You confirm that you are authorised to use the payment method supplied.

We take reasonable care to display accurate prices. If an obvious pricing error is discovered before acceptance, we may contact you to confirm whether you wish to proceed at the correct price or cancel the order and issue a refund.

Discount codes and promotions are subject to their stated conditions, availability and expiry dates. Unless expressly stated, offers cannot be combined or exchanged for cash.

Availability and order cancellation by us

All products are subject to availability. Because stock may be sold through more than one sales channel, an item can occasionally become unavailable before our systems update.

If we cannot supply an item, we will contact you and refund any amount paid for it. Where part of a multi-item order is unavailable, we may offer to dispatch the remaining products and refund the unavailable item, or cancel the affected order where appropriate.

We may also cancel an order before dispatch where required by law, where delivery is not possible, where the order breaches a clearly stated purchase restriction, or where we reasonably suspect fraudulent or abusive activity.

Delivery

We deliver to addresses and locations made available through our checkout. Available services and charges are displayed before payment.

• We aim to dispatch orders within one working day.
• Standard delivery normally takes 2–3 working days after dispatch.
• Delivery dates and times are estimates unless we have expressly agreed otherwise.
• Remote locations, oversized products, carrier disruption, weekends and bank holidays may extend delivery times.

You are responsible for supplying a complete and accurate delivery address. Additional reasonable costs caused by an incorrect address or failed delivery may be charged where the issue was not caused by us or the carrier.

Unless another period has been agreed, consumer orders will be delivered without undue delay and no later than 30 days after the contract is made. If we cannot meet an agreed or legally required delivery deadline, your legal remedies remain available.

Risk of loss or damage passes to you when the goods are delivered to you or to a person you identified to receive them. Ownership passes once we have received payment in full.

Read our full Delivery Information →

Consumer right to cancel

If you are purchasing as a consumer online, you normally have the legal right to cancel without giving a reason. The cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

For an order containing multiple goods delivered separately, the period normally ends 14 days after the final item is received.

To cancel, you must tell us clearly before the cancellation period expires. You can contact us by email, through our contact page or by using the model cancellation form at the end of these terms. You do not have to use the form.

After notifying us, you must return the goods without undue delay and no later than 14 days after the day you told us you were cancelling.

Exceptions

The statutory cancellation right may not apply to certain goods, including products made to your specification or clearly personalised, goods that deteriorate or expire rapidly, and sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed. Other statutory exceptions may also apply.

Change-of-mind returns and refunds

Unless the goods are faulty, incorrect or not as described, you are responsible for the direct cost of returning goods after a consumer cancellation. Please use a suitable tracked and insured service because the goods remain your responsibility until received.

You may inspect goods only as you reasonably could in a physical shop. We may reduce the refund to reflect any loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.

Returned goods should be complete with all supplied components, accessories, instructions and, where reasonably possible, original packaging.

We will make any refund due within 14 days after receiving the goods back or, if earlier, receiving satisfactory evidence that they were returned. We may withhold the refund until one of those events occurs.

The refund will normally be made using the original payment method. It will include the basic outbound delivery cost where required by law. If you selected a more expensive delivery service, we are not required to refund the additional amount above our least expensive standard service.

Read our full Returns & Refunds policy →

Faulty, damaged, incorrect or misdescribed goods

We are legally responsible for supplying goods that are as described, fit for their usual purpose and of satisfactory quality, taking account of their description, price and disclosed condition.

If you believe an item is faulty, damaged in transit, incorrect or materially different from its description, contact us promptly with your order number and details of the problem. Photographs or other reasonable evidence may help us investigate, but requesting evidence does not remove your legal rights.

Depending on the circumstances and timing, your statutory remedies may include rejecting the goods, repair, replacement, a price reduction or a refund. Where goods do not conform to the contract, we will cover reasonable return costs where legally required.

We are not responsible for problems caused by fair wear and tear, accidental damage, misuse, incorrect installation, use outside the product's capacity, unauthorised modification or attempted repair. This does not apply where the underlying fault or our breach caused the problem.

For clearance, ex-display and factory-sample goods, you cannot claim for a specific defect, mark, missing accessory or condition point that was clearly disclosed before purchase. Your remaining statutory rights continue to apply.

Business customers

You are a business customer if you purchase wholly or mainly for purposes relating to your trade, business, craft or profession. Consumer-only cancellation rights and protections do not apply to business purchases.

Business customers should inspect goods promptly after delivery and notify us within a reasonable time of any visible damage, shortage or incorrect item. Delayed notification does not remove rights that cannot lawfully be excluded but may affect our ability to investigate carrier damage or stock discrepancies.

Unless expressly agreed in writing, product-selection guidance is general information and does not amount to a guarantee that a product is suitable for a particular commercial process, vehicle or job.

Promotions and free gifts

Promotions, discount codes and free-gift offers may have additional terms displayed with the offer. Those specific terms form part of these Terms & Conditions.

Offers are subject to availability and may be changed or withdrawn before an order is placed. This will not affect an order that has already been accepted unless there has been fraud, misuse or an obvious error.

If a qualifying order is cancelled or returned, any accompanying free gift must also be returned complete. If it is not returned, we may deduct its reasonable value from the refund where legally permitted and where this condition was made clear with the promotion.

Our responsibility to you

Nothing in these terms excludes or limits liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory rights relating to goods.

If you are a consumer, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable.

If you are a business customer, to the fullest extent permitted by law, we will not be responsible for indirect or consequential loss, or for loss of profit, revenue, business, anticipated savings, opportunity, goodwill or data.

We are not responsible for damage caused by using a product contrary to its instructions, outside its intended purpose or capacity, or without appropriate competence and safety precautions, except to the extent that the damage was caused by our breach or by a defect for which we are legally responsible.

Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, carrier disruption, industrial action, transport failure, utility or network outages, fire, flood, epidemic, government action or supply-chain interruption.

We will take reasonable steps to minimise the effect of the event and will contact you where an accepted order is materially affected. Your statutory rights, including any right to cancel because of serious delay, remain unaffected.

Website content and intellectual property

The website design, Tilley's Tools branding, original text, graphics and other original content belong to us or are used with permission. You may view and print pages for personal use, but you must not reproduce, sell, republish or commercially exploit our original content without permission.

Manufacturer names, logos and trademarks belong to their respective owners. Their appearance does not imply that Tilley's Tools is the manufacturer or an authorised representative unless expressly stated.

Links to third-party websites are provided for convenience. We do not control those websites and are not responsible for their content or availability.

Personal information

We use personal information to operate the website, process orders, provide customer service, prevent fraud and meet legal obligations. Further information about how personal data is collected and used is contained in our Privacy Policy.

Read our Privacy Policy →

Questions and complaints

If you have a question or complaint, contact us with your order number and a clear description of the issue. We will acknowledge and investigate the matter and aim to provide a fair response as soon as reasonably possible.

Email: ben@tilleystools.com

Contact Tilley's Tools →

Changes and general terms

We may update these terms to reflect changes in law, our services or business operations. The terms in force when your order is accepted will normally apply to that contract.

If any provision is found unlawful or unenforceable, the remaining provisions will continue in effect. A delay in enforcing a right does not waive that right.

We may transfer our rights and obligations under a contract where this does not reduce your rights. You may transfer your rights only where the law permits or with our written agreement.

No person other than you and us has a right to enforce the contract, except where applicable law provides otherwise.

Governing law and courts

These terms and contracts made through our website are governed by the law of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain the benefit of any mandatory protections provided by the law where you live and may bring proceedings in the courts available to you under applicable law.

Business customers agree that the courts of England and Wales will have exclusive jurisdiction, except where the parties agree otherwise in writing.