At Caftools.com, we want you to be confident when purchasing from us. If you are not completely satisfied with your purchase or have simply changed your mind, you may be entitled to return the item within 30 days of receiving your order, subject to the conditions set out below and your statutory consumer rights.
Our Returns Policy
We accept returns and issue refunds where applicable in accordance with this policy and applicable UK consumer protection legislation.
For a change-of-mind return, products should generally be unused and in their original packaging, together with any original accessories, instructions or other documentation supplied with the product.
Before sending anything back, please contact our customer service team so that we can confirm the return procedure and provide the correct instructions.
If You Have Changed Your Mind
If you decide that you no longer want your purchase, you can contact us to request a return or cancellation within 30 days of delivery, subject to applicable consumer rights and the conditions of this policy.
To start the process, email:
Please provide:
Your full name
Order number
A brief explanation of your return request
Our team will normally respond within 1 working day, Monday to Friday, and will provide you with the relevant return instructions.
Unless otherwise agreed, change-of-mind returns should be sent back unused and in their original packaging.
Products That Arrive Damaged or Faulty
If an item arrives damaged, defective or develops a fault, please contact us as soon as reasonably possible so that we can investigate the issue and help resolve it.
Please email sales@caftools.com with:
Your full name
Order number
Details of the problem
Photographs of the damage or fault, where appropriate
Once we have reviewed the information, we will advise you of the appropriate next steps.
Where a return is required because a product is faulty or defective, we will provide suitable return instructions. Where required under applicable statutory consumer rights, reasonable return postage costs will be reimbursed.
Your statutory rights remain unaffected.
How to Arrange a Return
Please do not send a product to us before contacting our customer service team.
This allows us to provide the correct return instructions and ensure that your return can be processed without unnecessary delays.
Contact us at:
Please include your name, order number and the reason for your return.
We aim to respond within 1 working day, Monday to Friday, with information about the next steps.
Refunds
Once a returned product has been received and, where applicable, inspected, we will assess the return and process an eligible refund.
You will receive confirmation by email once your refund has been processed.
Approved refunds will normally be issued to the original payment method within 5 working days of the refund being processed. The time required for the money to appear in your account can vary depending on your bank or card provider.
Return Address
Do not send returns directly to an address unless our customer service team has instructed you to do so.
We will provide the appropriate return address and instructions when your return request has been reviewed.
PLUMBING EQUIPMENT LIMITED
Unit 2 Olympic Court
Whitehills Business Park
Blackpool
FY4 5GU
United Kingdom
Your Statutory Rights
Nothing in this policy limits or removes any rights you have under applicable UK consumer protection legislation.
In particular, your statutory rights concerning products that are faulty, damaged, incorrectly described or otherwise not in conformity with the contract are not affected by this policy.
Where statutory consumer rights provide you with additional protections or remedies, those rights will continue to apply.
Need Help With a Return?
If you have any questions about returning an order, exchanging a product or obtaining a refund, our customer service team is happy to assist.
Email: sales@caftools.com
Telephone: +44 737 747 9497
Customer Support Hours: Daily, 9:00am–7:00pm
We aim to respond to email enquiries within 24 hours.