Refund policy
CDL TOOLS RETURN AND REFUND POLICY
Last updated: 17 August 2026
This policy applies to purchases made online from CDL Tools. It does not affect your statutory rights.
CONTACTING US
To request a return, contact us before sending anything back:
Email: sales@cdltools.co.uk
Telephone: 07841 940155
Address: CDL Tools, Unit 10 Larch Court, Elm Road, North Shields, NE29 8SG, United Kingdom
Please include your order number, the item being returned and the reason for the return.
CHANGE-OF-MIND RETURNS
If you are a consumer buying online, you may cancel your order within 14 days of receiving it without giving a reason.
After notifying us that you wish to cancel, you must return the goods within a further 14 days.
Goods should be returned complete, with all components, instructions and packaging where reasonably possible. You may inspect an item as you would in a shop, but we may make a reasonable deduction from the refund if the item has been used beyond what is necessary to establish its nature, characteristics and operation, or has been damaged while in your care.
Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the return delivery cost. We recommend using a tracked and insured service because you remain responsible for the goods until we receive them.
Do not send goods back until we have supplied return instructions. Large, heavy or hazardous products may require a specially arranged collection.
FAULTY, DAMAGED OR INCORRECT GOODS
Please inspect your order when it arrives and contact us promptly if an item is faulty, damaged, incorrect or not as described.
Where goods do not meet your statutory rights, CDL Tools will provide the appropriate remedy, which may include repair, replacement, a price reduction or refund. We will pay reasonable return or collection costs when goods are confirmed as faulty, damaged, incorrect or not as described.
Photographs or other information may be requested to help us assess damage, identify the item and arrange the correct return method.
RETURN EXCEPTIONS
The statutory right to cancel may not apply to:
• Goods made to your specification or clearly personalised
• Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed
• Sealed audio, video or computer software once unsealed
• Goods that become inseparably mixed with other items after delivery
• Digital content once supply has begun with your express consent and acknowledgement that the cancellation right will be lost
• Gift cards and other non-returnable items where permitted by law
Sale or discounted goods retain the same statutory cancellation and faulty-goods rights as other goods.
This exclusions section does not remove any rights you have when goods are faulty, damaged, incorrect or not as described.
REFUNDS
When a consumer cancels an eligible online order, we will refund the purchase price and the cost of our least expensive standard delivery option. Additional delivery charges selected by the customer, such as an upgraded or express service, are not refundable beyond the cost of standard delivery.
We will issue the refund within 14 days of receiving the returned goods or, if earlier, receiving satisfactory evidence that they have been sent back.
Refunds will normally be made to the original payment method. Banks and card providers may take additional time to process the payment.
We may withhold the refund until the goods have been returned or evidence of return has been provided.
CANCELLING BEFORE DISPATCH
If you need to cancel or amend an order before it has been dispatched, contact us as soon as possible. We will try to stop the order, but we cannot guarantee cancellation once packing or dispatch has begun.
EXCHANGES
If you require a different product, please contact us. Where appropriate, the original item can be returned under this policy and a separate order placed for the replacement.
BUSINESS CUSTOMERS
The statutory consumer cancellation period does not apply to purchases made wholly or mainly for business purposes. Business returns require prior agreement from CDL Tools and may be subject to reasonable handling, collection or restocking charges unless the goods are faulty, damaged, incorrect or not as described.
WARRANTIES AND STATUTORY RIGHTS
Any manufacturer’s warranty is additional to, and does not replace, your statutory rights.