Refund & Returns Policy

1. Your legal rights at a glance

2. Change of mind (cooling-off period)

If you are a consumer and you bought standard, non-personalised goods online, you may cancel the contract within 14 days of the day you (or someone you nominate) receive the goods. You do not have to give a reason.

To cancel, email us at simon@hacketttools.com with your order number and a clear statement that you want to cancel. You may use the model cancellation form at the end of this document, but you do not have to.

You must then send the goods back within 14 days of telling us you are cancelling.

We will refund:

• the price you paid for the goods; and
• the cost of standard delivery to you.

If you chose a more expensive delivery option than our cheapest standard option, we refund only the cost of the standard option.

We will refund you using the same payment method you used, without undue delay and no later than 14 days after we receive the goods back, or 14 days after you give us evidence that you have sent them, whichever is earlier.

You pay the cost of return postage for change-of-mind returns, unless we told you otherwise before you ordered.

We may reduce the refund if you handled the goods beyond what is needed to check them in the same way you would in a shop, and that handling reduced their value.

3. Made-to-order and personalised items

Items made to your specification or clearly personalised (including custom tools, engraved or named products, and goods built to measurements or drawings you supplied) do not have a 14-day change-of-mind right once we have started work.

If those goods are faulty, not as described, or not fit for the purpose you made known to us, your rights under the Consumer Rights Act 2015 still apply (see section 4).

If you cancel a custom order before we start work, we will refund you in full. Once materials have been cut or production has begun, we may deduct reasonable costs already incurred.

4. Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for purpose, and as described.

If something arrives damaged, incomplete, or wrong:

• Contact us within a reasonable time of delivery (please do so as soon as you can, and include photos).
• We will arrange a repair, replacement or refund.
• We will cover reasonable return postage for faulty or incorrectly supplied items.

Within 30 days of delivery you may reject non-conforming goods and receive a full refund.

After 30 days we will usually offer a repair or replacement first. If that is not possible within a reasonable time, or is unsuccessful, you may claim a refund or a price reduction.

Do not use, alter or dispose of an item you believe is faulty until we have agreed next steps.

5. How to return an item

• Email simon@hacketttools.com with your order number, the item(s) and the reason for return.
• Wait for our confirmation and the return address before posting.
• Pack the goods securely, ideally in the original packaging, with all accessories.
• Obtain proof of postage and keep it until the refund is complete.

Items sent back without first contacting us may be delayed or refused.

6. Condition of returned goods

For change-of-mind returns, items should be unused, complete, and in a resaleable condition, with original packaging where reasonably possible.

Tools that have been used beyond a shop-style inspection (for example, cutting, striking, or sharpening that leaves wear) may have their refund reduced to reflect the drop in value.

7. What we cannot accept as a change-of-mind return

• Goods made to your specification or clearly personalised (once production has started)
• Goods that have been used beyond reasonable inspection
• Goods returned more than 14 days after you notified us of cancellation (change of mind)
• Gift cards
• Digital products once supplied, unless they are faulty

These exclusions do not remove your rights if the goods are faulty or misdescribed.

8. Refunds

Approved refunds are paid to the original payment method. Banks and card issuers can take a few extra working days to show the credit.

Original outbound postage is refunded only as set out in sections 2 and 4. Return postage is refunded only where the item is faulty, not as described, or sent in error.

9. Late or missing deliveries

Unless we agreed a different date, we must deliver without undue delay and in any event within 30 days of the contract. If we miss an essential date, or fail to deliver after a further reasonable period you set, you may end the contract and we will refund you.

Goods remain at our risk until they are in your physical possession (or that of a person you nominated).

10. Contact & Legal Entity

Questions about an order, cancellation or return:

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.