Refund policy

Returning an unwanted item?

We understand that sometimes a product might not be the right fit for you, and you'd like to initiate a return for a refund. Below are our return guidelines for your reference:

Return Period:

You have 30 days from the date of delivery or collection to request a refund for an item.
Please note that after this period, we do not accept returns for unwanted items.

Refund Process:

If you request a refund within the 30-day period, and the item is still in its original condition, we will provide you with a full refund.
The refund will be processed using your original payment method.
We aim to process your refund within 14 days of receiving the returned item.

Exceptions:

Certain items cannot be returned for refunds due to hygiene and safety reasons, including:
- PPE products if they are opened, used, or the protective seal is not intact.
- Underwear/base layers if the hygiene seal is not intact or if any labels have been broken.
- Power tools if the seals or box have been tampered with or broken or if the tool has been used.
- Meter boxes if any attempted fitting has been made or the box is damaged.
- Footwear if the footwear has been worn outside or is damaged.
- Custom orders cannot be refunded or exchanged as they are custom-made.

Return Condition:

All items must be returned in their original condition.
This includes the original packaging with all tags, bags, and labels attached.
Items should be unworn/unused.

Responsibility:

You are responsible for the returned items until they reach us.
Ensure that items are properly packed to prevent damage during return shipping.
We recommend obtaining proof of postage in case you need to contact us regarding your return.

Exchange Policy:

We no longer offer free exchanges to UK customers.
Returned items will be refunded upon arrival at our warehouse.
If you require a different size or color, please place a new order.

Online Returns Process:

You can now complete your returns online through our website.
Visit 'My Orders' and click 'Create Return' next to the relevant order.
Follow the provided instructions for a seamless return process.
If you have any questions, feel free to reach out to us at sales@hikokipowertoolsdirect.com.

Faulty Item:

If you've received a faulty item, please return it to us as soon as possible.
Visit 'My Orders' and click 'Create Return' next to the relevant order.
Select 'Faulty' as the reason for return and provide images or videos as evidence if possible.
If you encounter any difficulties creating a return, please contact our Customer Care team for assistance.

Damaged in Transit:

If you notice any damage to the package upon delivery, you can refuse it, and it will be returned to us automatically.
In case you've accepted the item and later discover damage, contact us within 72 hours of receiving it.
Visit 'My Orders' and click 'Create Return' next to the relevant order.
Choose 'Damaged in transit' as the reason for return and provide photos of the damage, the shipping label, and the shipment box.

Incorrect Item Received:

If you've received an incorrect item in your order, please send it back to us.
Visit 'My Orders' and click 'Create Return' next to the relevant order.
Select 'Incorrect item received' as the reason for return.
For more information on how to initiate a return, please refer to our return guidelines.

Malfunctioning Item:

If an item is faulty and was purchased within the last 30 days, follow the instructions for 'I've received a faulty item, what should I do?'
After 30 days, we offer repair or replacement if you report the fault within 12 months of purchase.
If we cannot repair or replace the item, a refund will be provided.
After 12 months, your statutory consumer rights will apply.
For more details on your rights, visit the Which? Consumer Rights website.

For any further inquiries or assistance, please contact us at sales@hikokipowertoolsdirect.com.