Returns & Exchanges

Returns and Exchanges Policy

Thank you for shopping with Ouse Valley Tools and Fixings!

We want you to be completely satisfied with your purchase. If for any reason you need to return or exchange an item, please follow the guidelines below to ensure a smooth process.

1. Return Eligibility

  • Time frame: You may return most items within 30 days of receipt for a full refund or exchange.
  • Condition: Items must be unused, in their original packaging, and in the same condition as when you received them. This includes all tags, labels, and accessories.
  • Non-Returnable Items: Certain items are not eligible for return, including but not limited to custom-made products and gift cards. Please refer to the product description for specific return eligibility.

2. How to Return an Item

  • Request a Return: Contact our customer service team Here to request a return authorisation. Provide your order number and reason for the return.
  • Packaging: Pack the item securely in its original packaging. Include a copy of your receipt or order confirmation and a note with your return request and contact information.
  • Shipping: Ship the return to the address provided by our customer service team. Please use a trackable shipping service or purchase shipping insurance, as we are not responsible for lost or damaged returns.

3. Return Shipping Costs

  • Return Shipping: The customer is responsible for the cost of return shipping unless the item is defective or incorrect.
  • Prepaid Labels: If the return is due to an error on our part or a defective item, we will provide a prepaid return shipping label.

4. Refunds

  • Processing Time: Once we receive and inspect your return, we will process your refund within 7-10 business days. You will be notified via email when your refund has been issued.
  • Original Payment Method: Refunds will be issued to the original payment method used at checkout. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

5. Exchanges

  • Request an Exchange: If you would like to exchange an item for a different size, colour, or product, please contact our customer service team to arrange the exchange.
  • Return Process: You will need to return the original item following the return process outlined above. Once we receive the returned item, we will send out the replacement item.

6. Defective or Incorrect Items

  • Report Issues: If you receive a defective or incorrect item, please contact us immediately at ousevalleytoolsandfixings@gmail.com. We will arrange for a replacement or refund at no additional cost to you.
  • Evidence: Provide clear photos of the defective or incorrect item to help expedite the resolution process.

7. Contact Us

  • For any questions or concerns regarding returns and exchanges, please reach out to our customer service team Here
  • We are here to help!

Thank you for choosing Ouse Valley Tools and Fixings. We appreciate your business and are committed to ensuring your satisfaction.