Refund policy


1. Overview

At Air Tool Outlet, we aim to ensure you are completely satisfied with your purchase. If for any reason you need to return an item, please review the policy below to understand your rights and our process.

2. Consumer Returns (UK Customers)

If you are purchasing as a consumer, you have the right to cancel your order under the Consumer Contracts Regulations 2013.

  • You may cancel your order within 14 days of receiving your goods.

  • You then have a further 14 days to return the item to us.

  • Items must be unused, in original condition, and in original packaging.

  • You are responsible for the cost of return shipping, unless the item is faulty or incorrect.

Once we receive and inspect the returned item, we will issue a refund to your original payment method within 14 days.

3. Business-to-Business (B2B) Returns

For purchases made by business customers, returns are accepted at our discretion.

  • Returns must be requested within 7 days of delivery.

  • Items must be unused, unopened, and in resaleable condition.

  • A restocking fee may apply.

  • Return shipping costs are the responsibility of the customer.

Custom orders or special-order items are non-returnable unless faulty.

4. Faulty or Damaged Goods

If your item is faulty, damaged in transit, or incorrect:

  • Notify us within 48 hours of delivery.

  • Provide your order number and, where possible, photos of the issue.

  • We will arrange a replacement, repair, or refund in line with your statutory rights.

Faulty items may be returned at no cost to you.

5. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Used or installed tools

  • Consumables (e.g. oils, fittings, seals)

  • Custom or special-order items

  • Items returned without original packaging

6. How to Request a Return

To request a return, please contact us before sending any items back:

Email: europe@continentaltoolgroup.com
Include: Order number, item details, and reason for return

Returns sent without prior authorisation may be refused.

7. Refunds

  • Refunds are issued once the returned goods are inspected and approved.

  • Original delivery charges are non-refundable (unless the return is due to our error).

  • Refunds will be made to the original payment method.

8. Contact Us

If you have any questions about this policy, please contact our team and we’ll be happy to help.