Returns & Refunds Policy

At TOOL SHOP LONDON, we take great pride in the stability, structural engineering, and finish of our clothes racks and wardrobe collections. If an item does not suit your room space or layout, we provide a transparent, completely free 28-day return guarantee. Your statutory consumer rights are not affected by this policy.

1. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the legal right to cancel their purchase without giving any reason within a statutory cooling-off period:

• Cancellation Deadline: The statutory cancellation period expires 14 calendar days from the day on which you (or a third party indicated by you) receive physical possession of the goods.
• Exercising Your Right: To exercise your statutory right to cancel, you must inform us of your decision by a clear statement (e.g. via email to support@toolshop-london.co.uk) within this 14-day period.
• Return Following Cancellation: Once you notify us of cancellation, you must send back the items without undue delay and in any event no later than 14 calendar days from the day you communicated your cancellation.
• Statutory Refund Timeframe: Where you cancel under these regulations, we will reimburse all payments received from you, without undue delay and no later than 14 days after the day we receive the goods back (or, if earlier, 14 days after the day you provide evidence of return dispatch). (Please note: As part of our customer-first commitment, our standard warehouse processing completes inspection and issues approved refunds within 3 business days of receipt).

2. Our Extended 28-Day Voluntary Return Policy

To give you extra flexibility when checking wardrobe dimensions against your bedroom ceiling or alcoves, we voluntarily extend your return period to 28 calendar days from delivery. This voluntary policy is in addition to, and does not replace or limit, your statutory rights mentioned above.

• Return Window: You have 28 calendar days from the delivery date to return eligible clothes racks and open wardrobes using the prepaid return label enclosed inside your parcel.
• Return Postage & Fees: Return postage is completely free (£0.00) and zero restocking fees (£0.00) apply.

3. Reasonable Handling & Condition of Returned Goods

Under UK law, you are entitled to handle and inspect products to establish their nature, characteristics, and sizing in the same way you would reasonably be permitted to do in a physical retail store.

• Recommended Condition: We ask that items returned under our 28-day voluntary policy be returned clean, undamaged, in resalable condition, and in their original packaging with all tubular steel bars, shelving panels, caster wheels, assembly screws, Allen keys, and instructional manuals intact.
• Reasonable Inspection: Customers may unpack components indoors and dry test-fit parts to verify frame height, rail clearance, and structural alignment.
• Diminution in Value: You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items (for example, if metal tubing has been severely scratched during rough assembly, cross-threaded by power tools, stained, or wheels heavily scuffed from outdoor rolling). In such cases, we reserve the legal right to deduct an amount reflecting the reduction in value from your refund.

4. Faulty, Damaged or Defective Goods (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If your clothes rack arrives with transit dents, bent hanging rails, defective welding, or missing hardware packs:

• Prompt Reporting Encouraged: We encourage you to notify us at support@toolshop-london.co.uk with your Order Number and photos within 48 hours of delivery (or as soon as reasonably practical). Reporting early enables us to swiftly liaise with our logistics carrier and dispatch an urgent replacement part or full unit.
• No Restriction on Legal Rights: This 48-hour reporting recommendation does not restrict, shorten, or exclude your statutory rights under UK law. Under the Consumer Rights Act 2015, you maintain a 30-day legal right to reject faulty goods for a full refund, as well as statutory rights to a free repair or replacement within six months of purchase.
• Zero Return Postage for Faulty Goods: You will never be required to pay return carriage for goods that are faulty, damaged in transit, or incorrectly supplied.

5. How to Use Your Prepaid Return Label (Step-by-Step Mail Return)

To make postal returns effortless, a pre-printed, prepaid return shipping label is already enclosed inside every delivery parcel.

1. Repack the Items: Neatly disassemble any loosely fitted components, wrap metal rails in their protective sleeves, and place all parts and screws securely back into their original shipping carton.
2. Affix the Return Label: Securely seal the carton using heavy-duty packaging tape. Affix the prepaid return shipping label clearly onto the outside of the box, ensuring any previous delivery barcodes are completely covered.
3. Drop Off with Carrier: Hand the parcel to your nearest post office branch or designated courier collection drop-off location specified on the label. Always obtain and retain a proof of postage receipt.

• Return Shipping Cost: £0.00 (Completely Free)
• Restocking Surcharge: Zero / No Cost (£0.00)
• Return Route: By mail only

6. Returns Inspection & Fast 3-Day Refund Settlement

To ensure total clarity, our entire inspection and refund process is completed within a single, guaranteed timeframe:

• Total Processing Time (Within 3 Days): Within 3 business days of receiving your returned item at our warehouse facility, our team will complete the product inspection and issue your full refund directly back to your original payment card (Visa or Mastercard).
• Statutory Consumer Protection: The inspection of returned goods does not limit or affect your statutory cancellation rights under applicable UK consumer protection law.
• Settlement Currency & Zero Fees: All refunds are issued in British Pounds Sterling (GBP / £) with zero restocking fees or hidden administrative deductions.
• Banking Clearing Timeframe: Once our team has issued your refund within our 3-business-day window, please allow your card issuer's standard clearing timeframe (typically 3–5 working days) for the credit to appear on your bank statement.

7. Customer Support & Returns Facility

• Trading Brand: TOOL SHOP LONDON
• Operating Legal Name: TOOL SHOP (LONDON) LTD
• Company Registration Number: 14434546 (Registered in England and Wales)
• Premises & Postal Address: Toolshop London, City Road, London, England, EC1Y 2AN, United Kingdom
• Telephone Contact: +44 20 7207 2077
• Customer Email: support@toolshop-london.co.uk
• Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK Time / GMT/BST)

8. Changes to This Policy

We may update this Refund & Returns Policy from time to time. The version applicable to your order is always available on this website. Any updates will not affect statutory rights that apply to orders already placed.