Our Approach to Returns

We take care to package orders properly before they leave us, especially because many tools, accessories, spares, and hardware items can be heavy, sharp, delicate, or awkward to transport.

Except where required by law, Happy Toolbox only accepts returns for products that are faulty, defective, damaged on arrival, or incorrectly supplied.

We do not accept returns simply because a customer changed their mind, ordered the wrong product, no longer needs the item, or purchased an item that is not suitable for their intended use, unless a legal right to return applies.

Faulty or Defective Products

If you believe that a product is faulty or defective, please contact us as soon as possible with your order details and a clear description of the problem.

Where possible, please include photos or videos showing the issue. This helps us assess the problem quickly and determine the best way forward.

Once the product is returned to us, it will be inspected before any refund, replacement, or further action is processed.

• The product must be returned with all supplied parts, accessories, manuals, and packaging where possible.
• The product must not show signs of misuse, abuse, incorrect installation, neglect, or unauthorised repair.
• Refunds or replacements will only be processed after the product has been inspected.
• If the product is confirmed to be faulty, we will assist with a suitable remedy in line with the product condition, supplier process, warranty terms, and applicable consumer law.

Inspection Before Refunds

All returned products are subject to inspection before a refund is approved.

This inspection is necessary to confirm whether the product is faulty, whether the fault existed at the time of supply, or whether the problem may have been caused by incorrect use, wear and tear, damage, misuse, or another external factor.

If the product is found to be faulty, we will arrange the appropriate remedy, which may include a refund, repair, or replacement, depending on the circumstances and applicable law.

If the product is inspected and found not to be faulty, the customer may be responsible for all courier charges related to the return and re-delivery of the product.

Courier Charges on Returns

The customer is responsible for arranging and paying courier charges when returning a product to Happy Toolbox, unless we have agreed otherwise in writing.

If the product is inspected and confirmed to be faulty, Happy Toolbox may refund the reasonable return courier charge or arrange a replacement at no additional courier cost to the customer.

If we choose to replace a confirmed faulty product instead of refunding it, the replacement item will be sent to the customer without charging an additional courier fee for the replacement delivery.

Damaged Parcels or Missing Items

If your parcel arrives damaged, opened, crushed, or appears to have been tampered with, please notify us as soon as possible.

Please keep the original packaging and take clear photos of the parcel, packaging, courier label, and damaged item. This helps us raise the matter with the courier company where necessary.

Items That Cannot Be Returned

Unless the product is faulty or a legal right to return applies, we cannot accept returns on:

• Products that have been used, damaged, altered, or installed.
• Products returned without original parts, accessories, or packaging.
• Products damaged due to misuse, incorrect installation, or neglect.
• Special-order items or items sourced specifically for a customer.
• Consumable items that have been opened or used, unless faulty.

Refunds

Approved refunds will only be processed after the returned product has been received and inspected.

Refunds are normally processed using the original payment method where possible. Please allow reasonable processing time for the refund to reflect, depending on the payment provider or bank.