Returns & refunds

1. Your statutory rights

Nothing in this policy reduces the rights you have under UK consumer law. The Consumer Rights Act 2015 gives you statutory rights when goods are not as described, not of satisfactory quality, or not fit for purpose — and the Consumer Contracts Regulations 2013 give you a 14-day right to change your mind on most online purchases.

Our additional terms below set out how we operate, but they sit on top of (not in place of) those statutory rights. If anything below conflicts with consumer law, the law wins.

2. Sealed instruments — 14-day return window

If an instrument arrives in its original sealed packaging and you haven't broken the seal, you can return it for a full refund within 14 days of receipt under the Consumer Contracts Regulations 2013.

Conditions:

• The factory seal must be intact. Instruments supplied in branded peel-pouches are sealed; instruments supplied in cassette trays or with shrink-wrap are sealed.
• All accessories (case, foam insert, instruction-for-use leaflet) must be returned with the instrument.
• You cover the return postage. We don't deduct a restocking fee — but if items arrive back damaged because of how they were packed, we may reduce the refund accordingly (consistent with Regulation 34 of the Consumer Contracts Regulations 2013).

4. Faulty, damaged, or wrong items — 30-day window

If an instrument is faulty, damaged in transit, or doesn't match what you ordered, you have 30 days from receipt to reject it and ask for a full refund under section 22 of the Consumer Rights Act 2015. This applies regardless of seal status — opened or sealed.

What we do:

• Reply to your complaint within 1 working day.
• Either send a replacement at no cost to you, or refund in full including the original postage.
• Pay return postage where the fault is ours (defective product, wrong item shipped, damaged in transit).
• Add the report to our post-market surveillance log per UK MDR 2002 reg. 44, and escalate to the manufacturer (PIK PAK Industries) and EU Authorised Representative (IBC Sweden) if the fault has safety implications.

5. Trade accounts

Practices, laboratories, schools, hospitals, and group purchasing organisations buying under a trade account get the same statutory rights, plus:

• Bulk-order accommodations — if a clinical assessment shows a whole batch needs replacing (e.g. a manufacturing defect), we'll replace or refund the entire batch including any units already opened for inspection.
• Account credit options instead of refund-to-card where preferred.
• Direct line to the procurement team for return logistics on larger orders.

Trade-account returns: email info@toolsmithltd.co.uk with your account number and we'll send return labels.

6. How to return an item

1. Email us first: info@toolsmithltd.co.uk with your order number and reason for return. Don't post anything back yet — we'll confirm the return is eligible and send instructions.
2. Pack it securely: original packaging where possible. Sealed instruments must remain sealed.
3. Use tracked postage: we recommend Royal Mail Signed For or a courier with tracking. We're not responsible for items lost on the way back.
4. Send to:
   Returns Department
   Toolsmith Ltd
   39 Heather Road
   Small Heath, Birmingham
   B10 9TE, United Kingdom
5. Include the RMA reference we send you in the email — without it, processing is delayed.

7. When you get the refund

We refund to the original payment method within 7 working days of receiving the returned item (or 14 days of you notifying us, whichever is sooner — per regulation 34 of the Consumer Contracts Regulations 2013).

Refund includes the price you paid and the original standard delivery cost. If you chose a premium delivery option (next-day, Saturday, etc.) we refund only up to our standard delivery rate.

The refund posts to your bank typically within 2-5 working days depending on your card issuer. We have no control over that final step.