Refund policy

Toolwear Returns Policy

We want you to be happy with your purchase—but we also need to keep things fair. Here’s how returns work at Toolwear:

1. Changed Your Mind? No Problem

You can return most items within 14 days of delivery under the Consumer Contracts Regulations (2014). Just make sure:

  • The item is unused, in its original packaging (undamaged, no tears or rips), and in resaleable condition

  • Clothing is unworn, unwashed, and has tags intact

  • Tools show no signs of use or modification

  • Footwear shows no signs of wear

  • All items must be returned as new

2. How to Start a Return

  • Email us through your account or via the Contact Us page with your order number and reason for return.

  • We’ll guide you through the process and provide a return address.

3. Return Shipping

  • You’re responsible for return shipping unless the item is faulty or incorrect.

  • We recommend using a tracked and insured service—Toolwear isn’t liable for items lost in transit.

4. Refunds

  • Once we receive and inspect your return, we’ll issue a refund within 7 days.

  • Refunds are made to your original payment method.

  • If the item isn’t in resaleable condition, we may deduct a portion of the refund.

  • If the item returned is no longer required, a shipping fee of £6.00 (VAT inc.) will be deducted from any refund.

  • Orders that qualified for free delivery but are fully returned (or part returned, bringing the order below the free delivery threshold) will have the original delivery charge deducted from the refund.

5. Exchanges

  • Need a different size or style? Let us know when you initiate your return.

  • A redelivery fee may apply.

6. Custom Items

  • Custom-branded workwear or made-to-order items are non-returnable, unless faulty.

7. Faulty or Damaged Goods

If your item arrives damaged or faulty:

  • Contact us within 48 hours of delivery

  • We may request photos or a return for inspection

  • If confirmed faulty, we’ll refund or replace the item and cover return shipping

8. Exceptions

The following may be non-returnable unless faulty:

  • Sale items

  • Special order items

  • Returns requested outside the 14-day window