Refund policy
At Tool & Tote, we want you to be completely happy with your purchase. We have a 14-day return policy, which means you have 14 days after receiving your item to let us know you’d like to return it. Once you have told us, you then have a further 14 days to send the item back.
Return Eligibility
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging, with all accessories, manuals, batteries, chargers and components included
- Accompanied by your order number or proof of purchase
You may handle and inspect the item to check that it suits your needs, but we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary.
Restocking Fees & Return Shipping
We charge £0.00 in restocking fees for all eligible returns. Return shipping depends on the reason for the return:
- Standard returns (change of mind): You are responsible for the cost of returning the item to us. Because many of our products are large and heavy, courier collection costs can be higher than for a standard parcel. We will confirm the cost with you before you arrange the return.
- Damaged, faulty or incorrect items: Tool & Tote will cover all return shipping costs or provide a prepaid return label.
Please contact us for a return authorisation before sending anything back. Items returned without one may not be accepted.
Damaged, Faulty or Incorrect Items
Our products are heavy and need careful handling. Please inspect your order as soon as you receive it.
- Damaged in transit or wrong item received: Please contact us within 48 hours of delivery.
- Faulty or defective: Please contact us as soon as you notice the problem.
Email clear photos of the item, the outer packaging and any visible damage, along with your order number, to support@toolandtote.store. We will review your claim and offer a replacement, repair or full refund, as appropriate.
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns of:
- Items that have been used, installed or assembled beyond what is needed to inspect them
- Petrol-powered equipment that has been filled with fuel or oil, or has been started
- Items damaged through misuse, accident or failure to follow the manufacturer’s instructions
- Accessories and consumables, such as blades, cutting chains and sanding sheets, once opened or used
If you are unsure whether your item is eligible, please contact us at support@toolandtote.store before sending it back.
Exchanges
We do not process direct exchanges. The fastest way to get what you want is to return the item and, once the return is accepted, place a new order.
Refunds
Once we receive and inspect your return (or the damage or fault is verified), we will email you to confirm whether your refund has been approved. If approved, your refund will be issued to your original payment method within 7 business days. Your bank or card provider may take additional days to show the refund on your statement.
Your Statutory Rights
This policy does not affect your legal rights under UK consumer law.
Contact Us
If you have any questions about returns, damaged items, exchanges or refunds, please get in touch:
- Store Name: Tool & Tote
- Address: 31 Melcombe Street, London NW1 6AG, United Kingdom
- Phone: +44 20 7935 4565
- Email: support@toolandtote.store
- Customer Support: Available during store hours, 8:30 AM – 5:00 PM MST