The short version. Thirty days to return anything for any reason. Two years of cover if it is faulty. Because you paid the courier in cash, refunds go out by bank transfer to an account you nominate.
1 · The right the law gives you
Directive 2011/83/EU grants consumers buying at a distance 14 days to withdraw from the contract, without explanation and without penalty. That is the floor, not the ceiling.
Tooly Kit runs a 30-day window instead. The extra sixteen days are a contractual concession from us. They sit on top of your statutory rights and take nothing away from them.
2 · Telling us
Say so before the thirty days run out. Any clear statement does the job — there is no mandatory form. Email support@tooly-kit.com with:
- Order reference and the date the parcel arrived
- Your name and the delivery address
- Which items are coming back
- IBAN and account-holder name for the refund
We acknowledge every withdrawal in writing and send you the return address with it. Wait for that before shipping anything — parcels sent to the wrong depot come straight back to you unopened.
3 · Packing it off
Send the goods back without undue delay and in any event within 14 days of telling us you are withdrawing.
- Everything that came in the box: parts, accessories, manuals, free extras
- Packed so it survives the journey — original carton if you still have it
- Tracked service, and keep the receipt
4 · Who pays the return carriage
| Reason | Return carriage paid by |
|---|---|
| You changed your mind | You |
| Item is faulty | Us |
| Item is not what was described | Us |
| We picked the wrong thing | Us |
| Damaged in transit | Us |
Where we pay, we either book the collection ourselves or reimburse a standard tracked service against a receipt.
5 · What condition it can come back in
Handle and examine the goods as you would in a shop. You are liable only for any drop in value caused by handling that goes beyond establishing the nature, characteristics and functioning of the item.
In plain terms: an item unpacked, assembled and tried out still gets refunded in full. One that has been damaged, worked hard, or fitted with consumables may be refunded at a reduced figure — and if we intend to deduct anything, we tell you the amount and the reason in writing first.
6 · Getting your money
There is no card to credit, because you paid a courier in cash. Refunds are made by bank transfer to the IBAN you give us.
- Paid within 14 days of the goods reaching us, or of you proving they were sent, whichever happens first
- Covers the price of the goods plus the standard carriage you originally paid, if any
- Where you paid for a faster service than our standard, we refund the standard rate
- Made in the currency you paid in. We charge nothing to issue it; your own bank may charge to receive it
7 · When something is actually faulty
Separate from the withdrawal right above, Directive 2019/771 gives consumers a two-year guarantee of conformity from the date of delivery. If within that period an item is defective, does not match its description, or fails to perform as it should, you may require:
- Repair or replacement, free, within a reasonable time; and where that is impossible, disproportionate, or not done in reasonable time —
- A price reduction, or the contract undone and your money returned.
To start a claim, email us with the order reference, a description of what is wrong, and photographs or a short video showing it. We will tell you within five working days how we intend to put it right.
This does not cover fair wear and tear, misuse, accidental damage, unauthorised repair, or ignoring the manufacturer's instructions.
8 · The narrow list of exclusions
EU law permits certain goods to sit outside the withdrawal right. Within our range that means:
- Anything made to your specification or clearly personalised
- Sealed goods unsuitable for return on health or hygiene grounds, once the seal is broken
- Items that after delivery become inseparably mixed with other things
None of this touches your rights over faulty goods.
9 · The simplest cancellation of all
Refuse the parcel at the door. No return postage, no refund to process, nothing owed. See Delivery.
10 · Where to send returns
Do not post anything before contacting us — the warehouse handling returns may not be the registered office. That office is:
FLOFUM, S.L.
Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain
support@tooly-kit.com
11 · If we disagree
EU consumers who cannot settle a return or refund with us directly may refer it to their national consumer protection authority, or to an alternative dispute resolution body where they live. Nothing in this policy affects statutory rights.