Returns & refunds

This page applies to orders on toolbuyer.co.uk from First Point Midlands Ltd, trading as ToolBuyer. It is part of our Terms and Conditions. Nothing on this page takes away your legal rights.

1. Changed your mind: your 14-day legal right

How long you have

You can cancel from the time you place your order until 14 days after the day you receive the goods. If someone you chose receives them for you, other than the carrier, count from that day. If your order comes in separate deliveries, count from the last one. If the law gives you longer, you get longer. The legal deadlines in this change-of-mind section move to the next working day if they end on a Saturday, Sunday or bank holiday.

How to tell us

Email sales@toolbuyer.co.uk or write to First Point Midlands Ltd, 52a Lichfield Road, Brownhills WS8 6HT, so there is a written record. You can use our online returns page or our cancellation form, but you don’t have to. Any clear message saying you want to cancel is enough. You don’t need our approval or a return number. As long as you send your message before your cancellation period ends, you are in time.

Sending the item back

Send the goods back without unnecessary delay, and within 14 days after the day you tell us you are cancelling, unless we have offered to collect them. Send them to:
First Point Midlands Ltd
52a Lichfield Road
Brownhills
WS8 6HT

• Postage: you pay to send the goods back, unless we have agreed otherwise or the law says we must pay.
• Large items that can’t go by post: a courier usually costs about £50 and can cost up to £200, unless we gave you a different estimate before you ordered. You can use any suitable carrier. If you want us to arrange a collection, we’ll agree the cost with you before booking it.
• Packing: pack the goods securely and include all parts and accessories. You don’t need the original box.
• Proof: keep your proof of sending. We recommend a tracked service with enough cover, but you don’t have to use one.

Your refund

• We refund you without unnecessary delay and within 14 days of getting the goods back, or within 14 days of you showing us proof that you sent them, whichever is sooner. A carrier’s receipt or tracking for your return is normally enough proof. A postage booking on its own is not, but we will look at any other reliable evidence.
• If we offered to collect the goods, or we hadn’t sent your order yet, we refund you without unnecessary delay and within 14 days of you telling us you are cancelling.
• If you cancel your whole order, we also refund the delivery charge, up to the cost of our cheapest standard delivery for your items and address. We don’t refund any extra you paid for faster delivery.
• We don’t charge a restocking or cancellation fee. You can open the box and check the goods as you would in a shop. If you handle them more than that and they lose value, we may take off the amount of that lost value. If we do, we’ll explain why. If we only find out after we’ve refunded you, we may still ask you to pay that amount. We cannot deduct or recover this amount if we failed to give you the legally required information about your right to cancel.

2. Changed your mind: our extra 30-day returns offer

This offer is extra to your legal rights. If your legal cancellation period has ended, you can still return unwanted goods by telling us in writing, by email, letter or our online returns page, within 30 days after the day of delivery. If your order came in separate deliveries, count from the last one.

• Condition: the goods must be unused, not fitted, undamaged and complete, in their original packaging with all accessories and instructions, so we can sell them as new.
• Sending them: send them within 14 days of telling us. If we ask you to wait for our instructions first, the 14 days start the day after we send them. We use the date you first told us you wanted to return the goods to check whether you met the 30-day deadline.
• Postage: you pay to send them back. You must use a tracked service, unless you bring them to us or we agree another way.
• Until they reach us: the goods are your responsibility until we receive them, unless any loss or damage is our fault. If we arrange a collection, they become our responsibility once our carrier collects them.
• Refund: we check the goods and refund the price within 14 days of receiving them, if they meet the conditions above. For this offer we need to receive the goods: proof of sending is not enough. But if we have the goods and the tracking didn’t update, that won’t stop your refund. We don’t refund the original delivery charge or your return postage.
• If they don’t meet the conditions: we’ll tell you why. You can then collect them, or pay for us to send them back to you.

3. How refunds are paid

We refund to the payment method you used, unless you agree to something else. We don’t charge a fee for refunds. Your bank or PayPal may take a few days to show the money. Full details are in our Terms and Conditions, clauses 1.18 to 1.23.

4. Items you can’t return for a change of mind

You can’t cancel or return these just because you changed your mind:

• items made to your own specification, or clearly personalised for you;
• sealed items that can’t be returned for health or hygiene reasons, once you have unsealed them; and
• goods that, because of their nature, become mixed with other items after delivery and cannot be separated again.

Choosing a standard option, such as a size or colour, does not make an item personalised. We will tell you before you order if an item can’t be returned. This only applies to changing your mind. If one of these items is faulty, wrong or not as described, you still have your full rights.

5. Faulty, damaged or wrong items

By law, the goods we sell must be as described, of satisfactory quality and fit for purpose. If something is wrong, tell us by email at sales@toolbuyer.co.uk, by post to the address above, or on our online returns page. Give your order number (or other proof of purchase), tell us what’s wrong, and send photos if you can.

Please contact us before sending anything back, so we can arrange the return or collection. We will put things right as the law requires, and pay the reasonable costs of returning or redelivering the goods that the law says we must pay. This is separate from the change-of-mind rules above. See Faulty goods: your legal rights.

6. Cancellation form

Only use this form if you want to cancel. You can use it, but you don’t have to. Download the form (PDF) to fill in on screen or print, or copy the wording below. Email it to sales@toolbuyer.co.uk or post it to First Point Midlands Ltd (ToolBuyer), 52a Lichfield Road, Brownhills, Walsall, West Midlands WS8 6HT. You can also use our online returns page.

To: First Point Midlands Ltd (ToolBuyer), 52a Lichfield Road, Brownhills, Walsall, West Midlands WS8 6HT, sales@toolbuyer.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Order number, if known:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

7. Business customers

If you buy through an approved trade account, section 6 of our Trade Account Terms covers change-of-mind returns. Other business purchases can be returned for a change of mind on the same conditions. Your rights for faulty or wrongly described goods are not affected. If you are legally buying as a consumer, you keep your consumer rights.