At Tough Kits Sales, we stand behind our professional-grade tools and equipment. We want you to be completely satisfied with your purchase of power tools, garden equipment, and workshop supplies. If for any reason you’re not happy with your order, our straightforward returns policy makes it easy to return or exchange items.

Our Returns Policy

You may return most new, unopened items within 15 days of delivery for a full refund. Items should be returned in their original packaging with all accessories and documentation. For hygiene reasons, we cannot accept returns on BBQ equipment and Cordless Sprayers unless they are faulty.

Professional Note: For our trade customers managing workshop inventories, we offer extended return windows on bulk orders – please contact our trade team at [email protected] for details.

Return Process

  1. Request Authorization: Email our returns team at [email protected] with your order number and details about the product you wish to return or exchange.
  2. Receive Instructions: We’ll email you a Return Merchandise Authorization (RMA) number and return shipping instructions within 1-2 business days.
  3. Package Securely: Pack the item(s) securely in the original packaging with all accessories and documentation.
  4. Ship Your Return: Clearly mark the RMA number on the outside of the package and ship to our warehouse address (provided with your RMA).
  5. Inspection & Processing: Once received, our team will inspect the returned item(s) and process your refund or exchange within 5 business days.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. For international returns, any customs fees or import duties are non-refundable.

Refund Timeline & Methods

Refunds will be processed within 5 business days after we receive and inspect your return. Your refund will be issued to your original payment method:

  • Credit/Debit Cards: 3-10 business days depending on your bank
  • PayPal: Typically appears within 24 hours

Exchange Process

To exchange an item for a different product:

  1. Follow the standard return process to return the original item
  2. Place a new order for the desired item on our website
  3. Email us at [email protected] with both order numbers to request a price adjustment if applicable

Damaged or Defective Items

If you receive a damaged or defective product (particularly important for power tools like Cordless Lawn Mowers or Chainsaw Accessories):

  1. Contact us immediately at [email protected] with photos of the damage/defect
  2. We’ll arrange for a replacement to be shipped at no additional cost
  3. In most cases, you won’t need to return the damaged item

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Tough Kits Team,

I would like to request a return/exchange for the following item from my order #[Your Order Number]:

Product Name: [Product Name]
Reason for Return: [Reason – e.g., defective, incorrect item, changed mind]
Preferred Resolution: [Refund/Exchange – if exchange, specify desired product]

Please provide return instructions and RMA number at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Return Address

All authorized returns should be sent to:

Tough Kits Sales Returns
64 Newcastle Rd
Stoke-on-Trent, GB CH5H 5AR
United Kingdom

Trade Customer Note: Our trade team can arrange collection for large or heavy items like Air Compressors or bulk orders – please contact us before returning.

For any questions about our returns policy, contact our customer service team at [email protected] or +44 (0)1782 123456 (Mon-Fri 8am-5pm GMT).