Refund policy

RETURNS & REFUNDS POLICY

We want you to be confident buying tools you can't handle in person first, so our returns process is kept as straightforward as we can make it.

Return Window
You have 30 days from the date of delivery to return an item for a refund.

Condition Requirements

• Items must be unused and in the condition they were received
• Original packaging should be included where possible, though its absence alone won't void an otherwise eligible return
• Battery-powered items should be returned with all included accessories: battery, charger and attachments

Who Pays Return Postage

• Damaged or faulty items, and items sent to you in error: Eden Externals covers the full cost of return shipping
• Change-of-mind returns of unused items: return shipping is the customer's responsibility

How to Start a Return — Step by Step

1. Email info@edenexternals.co.uk with your order number and the reason for return
2. We'll confirm eligibility and the correct return address within one business day
3. Pack the item securely, ideally in its original packaging, and include your order number
4. Send the item using a tracked service — we recommend this for your own protection, though it isn't required
5. Once received and inspected, we'll process your refund to the original payment method, typically within 5 business days

Damaged or Faulty Items
If an item arrives damaged or develops a fault outside of normal wear, email us with your order number and a photo showing the issue. We'll cover return shipping in these cases and arrange a replacement or full refund, whichever you'd prefer.

Exchanges
We don't currently offer direct exchanges. If you'd like a different size, colour or product, please return your original item under this policy and place a new order for the item you'd prefer.

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