At Tough Kits Sales, we’re committed to providing professional-grade tools and equipment with reliable delivery and a straightforward returns process. Below you’ll find all the details about our shipping options and returns policy.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and public holidays). You’ll receive an email confirmation with tracking information once your order ships.

Shipping Options

We offer two shipping methods to meet your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes tracking and insurance
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Includes basic tracking

Note for International Customers: Some remote areas in Asia and other regions may not be serviceable. Any customs fees or import duties are the customer’s responsibility and are non-refundable.

Returns & Exchanges Policy

We stand behind our professional tools and want you to be completely satisfied. Our returns policy is designed to be simple and fair for both DIY enthusiasts and trade professionals.

General Return Policy

  • Most new, unopened items can be returned within 15 days of delivery for a full refund
  • Items must be in original packaging with all accessories and documentation
  • Return shipping costs are the customer’s responsibility unless the return is due to our error

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • BBQ equipment (unless faulty)
  • Cordless Sprayers (unless faulty)

Trade Customer Note: We offer extended return windows on bulk orders for our trade customers managing workshop inventories. Contact our trade team at [email protected] for details.

Step-by-Step Return Process

  1. Request Authorization: Email our returns team at [email protected] with your order number and product details
  2. Receive Instructions: We’ll email you a Return Merchandise Authorization (RMA) number and shipping instructions within 1-2 business days
  3. Package Securely: Pack the item(s) in original packaging with all accessories and documentation
  4. Ship Your Return: Clearly mark the RMA number on the package and send to:
    Tough Kits Sales Returns
    64 Newcastle Rd
    Stoke-on-Trent, GB CH5H 5AR
    United Kingdom
  5. Inspection & Processing: We’ll inspect returned items and process your refund or exchange within 5 business days

For Large Items: Our trade team can arrange collection for heavy equipment like Air Compressors or bulk orders – contact us before returning.

Refund Information

  • Refunds are processed within 5 business days after we receive and inspect your return
  • Refunds are 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:

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

Damaged or Defective Items

If you receive damaged or defective equipment (especially power tools like Cordless Lawn Mowers or Chainsaw Accessories):

  • Contact us immediately at [email protected] with photos of the issue
  • We’ll arrange a replacement shipment at no additional cost
  • 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]

Need Help?

Our customer service team is here to assist with any shipping or returns questions: