Last Updated: 20 May 2023

At KNIPEX Sales, we take immense pride in providing professional tradespeople and serious DIY enthusiasts with the highest quality, reliable tools. We stand behind the craftsmanship and performance of every item we sell. However, we understand that sometimes a product may not meet your specific needs. Our Returns & Exchanges policy is designed to be as robust and dependable as our tools, ensuring a straightforward and fair process for our valued customers.

Returns & Exchanges Timeframe

You may return or exchange most items within 15 days of receiving your shipment. To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it. You must also provide the original proof of purchase.

The Returns & Exchanges Process

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. Use the template provided below to ensure we have all the necessary information to process your request quickly.
  2. Await Authorization: Our team will respond with a Returns Authorisation (RA) number and instructions on where to send the item. Please do not send anything back without this authorisation.
  3. Ship the Item: Carefully package the item(s) for return, including all original packaging and documentation. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item sent, defective item). We strongly recommend using a tracked and insured shipping service.
  4. Inspection & Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange. Processing typically takes 3-5 business days after receipt.

Refund Timing & Method

Once your return is approved:

  • Timing: Your refund will be processed within 5-7 business days.
  • Method: Refunds will be issued to the original method of payment used at purchase (Visa, MasterCard, JCB, or PayPal). Please note that depending on your bank or card issuer, it may take additional time for the refund to be fully reflected on your statement.
  • Deductions: The original cost of Standard or Free Shipping is non-refundable. If you chose free shipping, the value of the shipping cost may be deducted from your refund.

Exchanges

If you need to exchange an item for a different one, the process is the same as a return. Once we receive and process your return, you will be refunded for the original item. You can then place a new order for the desired item on our website.

Non-Returnable Items

Due to reasons of safety and hygiene, the following product categories are non-returnable unless they arrive faulty or damaged:

  • Insulated (VDE) Pliers & Cutters: These are safety-critical tools designed for live electrical work. Once the packaging is opened, their certification and integrity cannot be verified for a subsequent user, making them non-returnable for hygiene and safety reasons.
  • Kits and Spare Tips: If a kit seal is broken or an item from a kit is missing, the kit cannot be resold as new. Therefore, opened kits or individual spare tips are not eligible for return.

If you receive a faulty or damaged item from these categories, please contact us immediately at [email protected] and we will resolve the issue promptly.

Return Shipping Address

Upon receiving your Returns Authorisation (RA) number, you will be provided with the specific warehouse address to ship your return. Do not send returns to our company mailing address.

Important Note: Items returned to us without prior authorisation or sent to the incorrect address may be significantly delayed or lost, and we cannot be responsible for them.

Returns & Exchanges Request Template

To expedite your request, please copy and paste the template below into an email to [email protected] and fill in the required information.

Subject: Returns & Exchanges Request – Order #[Your Order Number] Dear KNIPEX Sales Team, I would like to request a return/exchange for an item from my order. Order Number: [Your Order Number] Date of Order: [Date Order was Placed] Date of Delivery: [Date You Received the Order] Product Name: [Full Name of the Product as listed on the site] Product Code/SKU: [If available] Reason for Return/Exchange: [Please provide a brief reason, e.g., incorrect item, defective, no longer needed] I have read and understood the Returns & Exchanges Policy. I request a: [Refund / Exchange for (please specify desired product)] My full name and shipping address as they appear on the order are: [Your Full Name] [Your Shipping Address] Thank you for your assistance. Sincerely, [Your Name] [Your Email Address] [Your Phone Number (optional)]

Contact Us

For any questions regarding our returns and exchanges policy, please do not hesitate to contact us:

Email: [email protected]
Address: 6 Elm Grove, Portsmouth, GB PO3V 4UN

We are committed to ensuring you are completely satisfied with your KNIPEX tools.