Refund policy

Refund Policy — Fire and Rescue Tools Ltd

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. You then have a further 14 days to return the item once you have notified us of your intention to cancel.

To exercise your right to cancel, please contact us at sales@fireandrescuetools.co.uk with your order number and intention to return.

Our Extended Returns Window

In addition to your statutory rights, we offer an extended 30-day returns window from the date of receipt. Items must be returned in new, unused condition with all original packaging intact.

Return Shipping Costs

If the item is faulty, damaged on arrival, or not as described, we will cover the cost of return shipping. If you are returning an item due to a change of mind, you are responsible for the cost of return postage. We recommend using a tracked service as we cannot be responsible for items lost in transit.

Condition of Returned Items

Items must be returned in their original, unused condition. We reserve the right to make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Non-Returnable Items

The following items cannot be returned unless faulty or damaged on arrival:

Personalised or customised items. Items that have been used, damaged after receipt, or are not in their original condition. Items returned without original packaging where the packaging forms part of the product value.

Bladed Articles

For legal and safety reasons, bladed articles that have been opened or used cannot be returned unless the item is faulty or not as described. Unopened bladed articles may be returned in accordance with our standard returns policy.

Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 48 hours of receipt at sales@fireandrescuetools.co.uk with your order number and photographs of the fault or damage. We will arrange a replacement, exchange, or full refund at no cost to you, including return postage.

Refund Processing

Once we receive your returned item and confirm it meets the returns criteria, we will process your refund within 5 business days. Refunds will be issued to your original payment method. Please note that your bank or payment provider may take additional time to process the refund to your account.

Exchanges

If you would like to exchange an item, please contact us at sales@fireandrescuetools.co.uk. Exchanges are subject to stock availability.

Contact Us

For any returns or refund queries please contact us at: sales@fireandrescuetools.co.uk