Returns and refunds

We want you to feel confident ordering from HiKOKI Power Tools Direct. The following policy explains how to return an unwanted item and what to do if something arrives damaged, incorrect or faulty.

30-day returns

If you change your mind, please contact us within 30 calendar days of receiving your order.

Once your return has been approved, the product should be sent back promptly and within 14 days of notifying us.

To qualify for an unwanted-item return:

• The product must be unused and in a resalable condition.

• The product must be complete, including all accessories, manuals and supplied components.

• The original product packaging must be included and should not be damaged unnecessarily.

• Any promotional gift supplied with the order must also be returned.

You may inspect a product as you reasonably would in a shop. We may reduce the refund if the product has been used, damaged or handled beyond what is necessary to establish its nature, characteristics and operation.

How to arrange a return

Please do not send an item back before contacting us.

Visit our Product Help page at:

https://hikokipowertoolsdirect.com/pages/contact

Please provide:

• Your name and order number

• The product and HiKOKI model number

• The reason for the return

• Photographs where the product, packaging or parcel has been damaged

We will confirm the return instructions and address.

Unless the item is faulty, damaged or incorrect, you are responsible for arranging and paying for the return. We recommend using a tracked and appropriately insured delivery service because the item remains your responsibility until it reaches us.

Faulty, incorrect or damaged items

If an item arrives damaged, incorrect or appears to be faulty, please contact us before returning it so we can advise you.

For transit damage, please contact us within five working days where possible and retain the product, packaging and courier label. Photographs may be requested to help us resolve the issue quickly.

Where a product is confirmed as faulty, damaged or incorrectly supplied, we will provide an appropriate remedy and cover reasonable return costs where required.

Nothing in this policy affects your statutory rights.

Refunds

We will inspect returned products once they arrive.

Approved refunds will be made to the original payment method. We aim to process them promptly and, where consumer cancellation rights apply, no later than 14 days after receiving the returned goods or acceptable evidence that they have been sent back.

For consumer cancellations covering the complete order, we will refund the standard outbound delivery charge originally paid. Any additional amount paid for an enhanced or premium delivery service is not refundable beyond the cost of standard delivery.

Your bank or payment provider may require additional time to show the refund in your account.

Exclusions

We cannot normally accept unwanted-item returns for:

• Products that have been used, installed, altered or damaged after delivery

• Incomplete products or products missing supplied components

• Personalised, specially ordered or custom-made products where a statutory exemption applies

• Sealed products that cannot be returned once opened for health, hygiene or software-licensing reasons

These exclusions do not restrict your rights where a product is faulty, not as described or unsuitable for its intended purpose.

Promotional products and gifts

If your purchase included a free product or promotional gift, it must be returned with the qualifying product.

If the promotional item is not returned, or has been used or damaged, we may deduct its stated retail value from the refund where permitted.

Contact us

HiKOKI Power Tools Direct is independently operated by Select Trade Brands Ltd, an authorised HiKOKI retailer.

Telephone: 01803 666630

Office hours: Monday to Friday, 9am–5pm, excluding bank holidays

Address:

Select Trade Brands Ltd
HiKOKI Power Tools Direct
Aspen Way
Yalberton Industrial Estate
Paignton
Devon
TQ4 7QR