At Expert Online Tools, we understand that sometimes a purchase may not be right for you. If you change your mind or experience a problem with an item, we provide a returns and refund process in line with this policy and applicable UK consumer protection legislation.

Your statutory consumer rights are not affected by anything set out below.

Changed Your Mind?

If you no longer wish to keep an item, you may be able to return it within 30 days of receiving your order, subject to applicable consumer rights and the conditions of this policy.

For a change-of-mind return, items should normally be:

Unused and in resalable condition

Returned in their original packaging

Complete with any accessories, instructions and documentation supplied

Before returning an item, please contact our customer service team. We will provide the appropriate return instructions for your order.

To Request a Return

Please email:

sales@expertonlinetools.com

Include the following information:

Full name

Order number

Reason for requesting the return

We aim to deal with return enquiries promptly and will provide you with the next steps.

Damaged or Faulty Items

If your order arrives damaged, defective or develops a fault, please contact us as soon as reasonably possible.

Send an email to sales@expertonlinetools.com with:

Your full name

Order number

Description of the problem

Photographs of the damage or fault, where appropriate

Once we have reviewed the information, we will explain the available options and provide return instructions if the product needs to be sent back.

Where a return is required because an item is faulty or defective, reasonable return postage costs will be reimbursed where required by applicable statutory consumer rights.

Before Sending a Return

Please do not send any item back without contacting us first.

Our team will confirm the correct return procedure and provide the relevant return address. This helps ensure your return is correctly identified and processed without unnecessary delays.

Return Address

Returns should only be sent to the address provided by our customer service team following approval of your return request.

PETNA TRADING LTD
Unit 9
Ozdil House
River Way
Harlow
CM20 2DR
United Kingdom

Refund Processing

Once we receive your returned item, we will review it and, where applicable, assess whether a refund is due.

When your refund has been approved and processed, we will notify you by email.

Approved refunds will normally be sent to the original payment method within 5 working days of the refund being processed. The time taken for the funds to appear in your account may vary depending on your bank or card provider.

Your Consumer Rights

This policy does not remove or restrict any statutory rights you have under applicable UK consumer protection legislation.

Your rights relating to products that are faulty, damaged, incorrectly described or otherwise not in conformity with the contract remain unaffected.

Where the law provides additional rights or remedies, those rights continue to apply.

Questions About Returns?

If you need assistance with a return, refund or product issue, our customer service team is available every day, including weekends and UK bank holidays.

Email: sales@expertonlinetools.com

Phone: +44 745 741 65 57

Support Hours: 08:00 AM – 8:00 PM, daily

We aim to respond to email enquiries as quickly as possible.