Refund policy
RETURN & REFUND POLICY
We want you to be happy with the tools you buy from us — not just on the day they arrive, but the first time you actually use them on a job. If something isn't right, here's exactly how returns work.
Return window
You have 30 days from the date of delivery to request a return. This window applies to every product we sell, from smaller hardware like staples and clips through to post pullers, come alongs and post hole diggers.
Condition for a valid return
To qualify for a refund or exchange, an item must be:
- Unused, with no signs of having been taken on-site or into a job
- In its original packaging where possible, with any tags, manuals or accessories included
- Free from soil, rust, or wear that would suggest the tool has already been put to work
Because a lot of what we sell is functional trade equipment, "unused" matters more here than it might for other products — a post puller that's been through even one job can't usually be resold as new, so we're not able to accept it back once it's seen real use. If you're unsure whether an item still qualifies, get in touch before sending it back and we'll advise.
Damaged, faulty or incorrect items
If your order arrives damaged in transit, develops a fault, or isn't what you ordered, this isn't on you to sort out. Contact us with your order number and a photo of the issue where possible, and we will:
- Cover the full cost of return shipping
- Arrange a replacement, or a full refund if you'd prefer not to reorder
- Prioritise getting this resolved quickly, since we know a faulty tool can hold up a job
Change of mind
If you've simply changed your mind — wrong size, decided against the job, or found you already had one in the shed — you're still welcome to return it within the 30-day window. In this case, return postage is at your own cost, and we'd recommend using a tracked service, since we can't issue a refund for an item that gets lost in transit back to us.
Non-returnable circumstances
We're not able to accept returns on items that show clear signs of use, are missing significant original packaging or accessories, or are returned outside the 30-day window. This protects the quality of stock we can resell to the next customer.
How to start a return
- Email info@inlinefencing.co.uk with your order number and the reason for the return.
- We'll confirm whether the item is eligible and send you the return address if needed.
- Post the item back, keeping proof of postage until your refund or exchange is confirmed.
Exchanges
If you'd rather swap an item for a different size, model, or product entirely, let us know when you start your return — we're generally happy to arrange an exchange instead of a refund, subject to stock availability.
Refund processing
Once we've received and inspected your return, we'll confirm the outcome by email and process any refund due to your original payment method. Refunds are usually issued within 5-10 business days of inspection, though it can take a little longer for the funds to show depending on your bank or card provider.
Your statutory rights
This policy sits alongside, and doesn't affect, your statutory rights as a UK consumer under the Consumer Rights Act 2015.
Questions
If anything here is unclear, or your situation doesn't quite fit the above, just email info@inlinefencing.co.uk — we'd rather talk it through than leave you guessing.