Last updated: 1 August 2026
This Returns & Refunds Policy applies to eligible purchases from E-Tech Motors Limited, trading as ETECH TOOLS (“we”, “us”, “our”), through www.etechtools.co.uk. It should be read together with our Terms of Sale.
This page is publicly available and can be read without logging in. If you use our online Returns facility to submit a return request, you may be asked to log in to your customer account.
If you cannot access your account, contact us through WhatsApp, email info@etechtools.com, telephone 020 8944 6994, or our Contact Us page.
1. Return policy at a glance
We want returns to be straightforward. We offer a generous voluntary return period in addition to statutory rights. Return postage depends on why the Goods are being returned and on applicable law.
United Kingdom
- Return window: 60 calendar days from delivery for eligible physical Goods.
- Returns: eligible defective and non-defective physical Goods are accepted, subject to this policy.
- Exchanges: available for eligible physical Goods, subject to stock and this policy.
- Change-of-mind return cost: the customer is responsible for the direct cost of returning the Goods, including during the statutory cancellation period where the law permits and the required pre-contract information has been provided.
- Faulty, incorrect or non-conforming Goods: we bear reasonable return costs where UK consumer law requires us to do so.
- Restocking fee: £0. We do not charge a fixed restocking fee.
- Refund method: normally to the original payment method.
- Refund timing: subject to the statutory and voluntary-return rules below.
Outside the United Kingdom
- Return window: 30 calendar days from delivery under our standard voluntary policy, subject to any mandatory local rights.
- Returns: eligible defective and non-defective physical Goods are accepted, subject to this policy.
- Exchanges: available for eligible physical Goods, subject to stock and this policy.
- Change-of-mind return cost: the customer is responsible for arranging and paying return postage unless applicable law requires otherwise.
- Restocking fee: £0. We do not charge a fixed restocking fee.
- Refund method: normally to the original payment method.
Where Goods are faulty, damaged before risk passed to you, misdescribed, not of satisfactory quality, not fit for a qualifying purpose or incorrectly supplied, return costs and remedies will be handled in accordance with the law applicable to the Contract.
Nothing in this policy reduces any statutory right that cannot lawfully be excluded or restricted.
2. Return windows and change-of-mind conditions
United Kingdom: you must tell us that you wish to use our return policy for eligible physical Goods within 60 calendar days after delivery.
Outside the United Kingdom: you must tell us that you wish to use our voluntary return policy for eligible physical Goods within 30 calendar days after delivery, subject to any mandatory right that gives you longer or different rights.
Once a return has been opened, please send the Goods without undue delay and within the period stated in the return instructions. A UK Consumer exercising the statutory distance-contract cancellation right must normally send the Goods back no later than 14 days after telling us of the cancellation.
For UK Consumer Orders, the first 14 days after delivery normally include the statutory distance-contract cancellation period described in Part 5. After that statutory period, our additional voluntary conditions apply for the remainder of the 60-day UK return window.
For a voluntary change-of-mind return after any mandatory cancellation period, the Goods must normally be unused or only very lightly handled, uninstalled, unregistered, unactivated, complete and in a condition that allows them to be resold as new or substantially as new.
Opening ordinary packaging does not automatically make a product ineligible. However, damaged packaging, broken product seals, installation, vehicle connection, registration, Activation, programming, modification, missing parts or material use may affect voluntary-return eligibility where the Goods can no longer reasonably be resold in the required condition.
3. Return postage and return method
United Kingdom change-of-mind returns
For a non-faulty change-of-mind return, you are responsible for the direct cost of returning the Goods where the law permits. This applies to our additional voluntary 60-day return period and also to a statutory distance-contract cancellation where we gave the required pre-contract information that the customer must bear the direct return cost.
You should use a suitable tracked or otherwise evidential service and retain proof of sending. Please use the return address and any reference given in our return instructions.
For convenience, we may offer you a prepaid return label. Unless we expressly state that the label is free or the law requires us to bear the cost, a prepaid label offered for a customer-funded return may be chargeable. We will tell you the cost before you accept or use the chargeable label, and that cost may be paid separately or deducted from the refund where agreed and lawful.
Faulty, incorrect or otherwise non-conforming Goods
If you reasonably believe the Goods are faulty, incorrect, misdescribed, damaged before risk passed to you or otherwise do not conform to the Contract, contact us before arranging return carriage where practicable.
Where applicable law requires us to bear reasonable return costs, we will provide or approve an appropriate standard return method or otherwise bear the reasonable cost required by law. We are not required to reimburse an unnecessarily premium, timed or more expensive method chosen without our prior agreement where a reasonable standard method was available, except where the law requires otherwise.
Returns from outside the United Kingdom
For an eligible non-faulty change-of-mind return from outside the United Kingdom, you are responsible for arranging and paying return postage unless applicable law requires otherwise.
You should use a suitable tracked or otherwise evidential service, retain proof of sending and comply with any customs or carrier requirements. If applicable law requires us to bear reasonable return costs for non-conforming Goods, contact us first so that an appropriate method can be agreed.
4. How to start a return
We strongly recommend submitting the return through our online Returns facility. You may need to log in to your customer account. Step-by-step instructions may also be available in our FAQ.
The Returns facility helps us identify the Order, issue a return reference and provide the correct designated return address and instructions.
If you cannot use the online facility, you may contact us by WhatsApp, email, telephone or through our Contact Us page. A Consumer may exercise a statutory cancellation right by any clear statement permitted by law and is not required to use our online form.
Do not send returned Goods to our registered office unless we expressly instruct you to do so. Returns are processed through designated return and fulfilment facilities, and the correct return address will be provided as part of the return process.
5. UK statutory 14-day cancellation right for online purchases
If you are a UK Consumer who bought physical Goods online, you normally have 14 calendar days after the day on which you, or a person nominated by you, receives the Goods to tell us that you wish to cancel the Contract without giving a reason, subject to statutory exceptions.
If Goods from one Order are delivered separately, the cancellation period may run from the day after the final item is received in accordance with the applicable rules.
After giving notice of cancellation, you must return the Goods without undue delay and normally no later than 14 calendar days after informing us that you wish to cancel.
For a valid statutory cancellation, we will refund the price paid and the cost of the least expensive standard outbound delivery method offered for the Order, subject to any lawful deduction for diminished value. Any additional amount paid solely for premium, timed or enhanced outbound delivery is not refundable to the extent permitted by law.
You are responsible for the direct cost of returning change-of-mind Goods where the law permits and we provided the required pre-contract information. If we failed to provide information that the law requires us to provide in order to make you responsible for that cost, or if we otherwise agreed to bear it, we will bear the cost to the extent required.
6. Condition of change-of-mind returns
You are responsible for taking reasonable care of Goods while they are in your possession.
Within the statutory cancellation period, you may inspect Goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where handling goes beyond what is reasonably necessary and causes a genuine reduction in value, we may make an evidence-based deduction from the refund to the extent permitted by law.
For returns made under our voluntary return periods, Goods must normally:
- be unused, uninstalled, unregistered and unactivated, except for very light handling we expressly accept;
- be complete and undamaged;
- include all supplied accessories, cables, cases, adapters, manuals, security materials, bundled items and promotional items;
- have intact serial numbers, identification labels and security markings;
- contain no customer, vehicle or third-party confidential data where it is reasonably possible for you to remove it; and
- be returned with the original packaging where reasonably necessary to protect the Goods or preserve their resale condition.
We do not impose an arbitrary percentage deduction or fixed restocking charge. Any deduction during a statutory cancellation period must reflect a genuine and legally permitted reduction in value.
7. Diagnostic tools, vehicle connection and programming
Diagnostic, coding, key-programming, ECU, calibration and similar equipment can record use, bind to accounts, activate licences, store vehicle information or be materially altered by connection or programming.
Under our voluntary change-of-mind policy, a non-faulty product that has been materially vehicle-connected, installed, programmed, coded, configured, registered, modified or used in a workshop operation will normally be excluded where that use prevents resale in the required condition.
During the statutory cancellation period, vehicle connection, registration, programming or extended practical use may constitute handling beyond what is reasonably necessary. Any effect on a statutory refund will be assessed on the actual circumstances and actual loss of value rather than by an automatic penalty.
8. Compatibility and incorrect product selection
A product is not necessarily faulty merely because it does not perform an unadvertised function, does not support a particular vehicle variant, ECU or software version, or was selected for an unsuitable use.
If you are unsure about compatibility, contact us before ordering and provide accurate vehicle, ECU, part-number, software-version and intended-use information where relevant.
If we expressly confirmed compatibility for a specific disclosed requirement based on accurate information supplied by you and the Goods do not conform to that confirmation, your statutory rights may apply.
If you selected the wrong non-faulty product despite accurate information being available, you may still use an applicable statutory cancellation right or our voluntary return policy if the relevant conditions are met, but the change-of-mind return cost is your responsibility where lawful.
9. Digital Content, software licences, subscriptions and Activation
Digital Content, software licences, update entitlements, activation codes, subscriptions and other digital benefits may have different cancellation rules from physical Goods.
Where paid Digital Content is supplied during an applicable cancellation period after the legally required express consent/request and acknowledgement have been obtained, the change-of-mind cancellation right for that Digital Content may end when supply begins to the extent permitted by law.
Supply may begin when a licence or code is revealed, sent or allocated; a download is enabled; access credentials are issued; an account or subscription is activated; an update entitlement is added; software is unlocked; or a comparable digital benefit is made available.
Digital Content that is faulty, misdescribed or otherwise fails to conform remains subject to applicable statutory remedies.
10. Physical devices supplied with licences or irreversible Activation
Some physical Goods include a Digital Licence, manufacturer registration, software entitlement, Subscription, update package or Activation with separate value.
Under our voluntary change-of-mind return policy, a non-faulty device that has been irreversibly activated, registered, bound to an account or serial number, or supplied with a consumed or non-recoverable Digital Licence will normally be excluded where the product cannot be restored to the required resale condition.
Activation does not automatically remove statutory rights relating to faulty or otherwise non-conforming physical Goods.
Where a Digital Licence has been lawfully supplied following the required consent and acknowledgement, the digital element may be non-refundable for change of mind even if a separate right concerning the physical Goods remains.
11. Exchanges
We accept exchanges for eligible physical Goods within the applicable voluntary return window: 60 days for United Kingdom deliveries and 30 days for deliveries outside the United Kingdom, subject to this policy.
An exchange is subject to the same eligibility, condition, Activation, completeness and return-postage rules that apply to the corresponding return.
For a non-faulty exchange, you are responsible for the cost of returning the original Goods unless we expressly agree otherwise or applicable law requires us to bear the cost.
If the Goods are being exchanged because they are legally non-conforming and the law requires us to bear reasonable return costs, we will do so.
An exchange is subject to replacement stock being available. If the requested replacement is unavailable, we may offer an alternative, store credit where agreed, or a refund where appropriate. Any price difference must be paid or refunded as applicable.
12. Faulty, damaged, misdescribed or incorrect Goods
Nothing in this policy limits your statutory rights where Goods are faulty, not as described, not of satisfactory quality, not fit for a particular purpose made known to and accepted by us, damaged before risk passed to you, or incorrectly supplied.
Where a valid claim gives rise to a statutory right of rejection or another remedy for which the law requires us to bear reasonable return costs, we will provide the remedy and bear those costs using an appropriate method.
Depending on the circumstances and applicable law, remedies may include rejection and refund, repair, replacement, price reduction or final rejection.
A fault claim is not established merely because:
- the customer changed their mind;
- the wrong product was selected despite accurate information being available;
- the product does not provide a function that was not advertised;
- the issue is caused by a vehicle, ECU, network, third-party account, server or manufacturer restriction outside the scope of the Contract;
- the issue results from misuse, accidental damage, contamination, unsuitable power, incorrect wiring, interrupted programming, unauthorised repair, modified firmware or failure to follow instructions; or
- the reported condition is normal wear and tear.
13. Troubleshooting and inspection of reported faults
We may reasonably ask for information needed to investigate a reported fault, including photographs, video, serial numbers, VIN information, software versions, logs, error messages or reasonable troubleshooting steps.
Where remote investigation cannot establish the issue, we may require the Goods to be returned for inspection or testing and may obtain relevant technical information from the manufacturer or an authorised distributor.
Reasonable troubleshooting or testing will not be used to remove a statutory right or unreasonably delay a valid remedy.
If we provide a prepaid label while a fault is being investigated and reasonable testing establishes that the Goods conform to the Contract, we will not impose a charge merely because a good-faith fault report could not be reproduced. However, if the return is accepted only as a change-of-mind or voluntary return, the applicable customer-funded return rules may apply to the extent permitted by law and clearly disclosed.
If no return right applies after inspection, we may arrange redelivery and may require payment of a reasonable direct redelivery cost where lawful.
14. Missing parts, substituted Goods, empty parcels and serial numbers
Returned Goods must be the Goods supplied under the relevant Order. We may verify serial numbers, identifying marks, licence identifiers, supplied accessories and package contents.
If a return contains a different product, substituted component, altered or removed serial number, empty parcel, materially missing contents or another material discrepancy, we may investigate the discrepancy and take any step permitted by law. For a voluntary return, we may withhold the affected voluntary refund while a reasonable investigation is completed. For a statutory refund, we will comply with mandatory refund timing rules while preserving any right to investigate and recover a payment obtained through dishonest conduct.
Where lawful and proportionate, we may preserve photographs, video, parcel weights, serial-number records, carrier records, Activation records, communications and other evidence for the purpose of resolving the return, a payment dispute, suspected fraud or legal claim.
Proof of posting may be relevant evidence that a parcel was dispatched and will be treated as required by law. It does not prevent later investigation or recovery where reliable evidence shows that the parcel was empty, contained substituted Goods or was materially inconsistent with the return claim.
Knowingly substituting Goods, returning an empty parcel, falsifying evidence, deliberately damaging Goods or making a knowingly false return claim may be dealt with under the fraud and dishonesty provisions in our Terms of Sale and may be disclosed to relevant parties or authorities where lawful and proportionate.
15. Packaging and responsibility while returning Goods
Please package Goods securely and follow any carrier or packaging instructions we provide. Diagnostic equipment, electronic devices and accessories should be protected against impact, moisture, electrostatic damage and movement in transit.
Remove passwords, personal information, customer information and vehicle data where reasonably possible before returning equipment. We may reset or erase a device during inspection, repair or processing where reasonably necessary.
Where we appoint the return carrier or provide a prepaid method for a return whose carriage risk is ours under applicable law or our agreement, carrier loss will be handled accordingly once the parcel has been properly handed to that carrier, subject to inadequate packaging, prohibited contents or other matters attributable to the sender.
Where you arrange carriage yourself, use a reliable tracked or otherwise evidential service and obtain suitable insurance where appropriate. Responsibility for loss or damage during a customer-arranged voluntary return will be determined by the applicable law and your contract with the carrier.
16. Refund timing
For a valid statutory cancellation of physical Goods, we will make the refund without undue delay and within the legal time limit. Where permitted by law, we may withhold the refund until we receive the Goods or you provide evidence that you have sent them back, whichever occurs first.
For an eligible voluntary return, whether under the 60-day UK policy or the 30-day international policy, we will normally process the refund within 14 calendar days after the returned Goods are received and any reasonable inspection required to verify identity, completeness, condition and Activation status has been completed.
A reasonable inspection will not be used to delay a refund unnecessarily.
Refunds will normally be made to the original payment method. Processing time after we issue the refund may depend on your bank, card issuer or payment provider.
17. Original delivery charges
For a valid statutory change-of-mind cancellation, we will refund the least expensive standard outbound delivery charge offered for the Order, as required by law. If you chose a more expensive premium or timed service, the additional premium is not refundable to the extent permitted by law.
For a voluntary change-of-mind return outside any mandatory cancellation period, the refund normally covers the price paid for the eligible returned Goods. Original outbound delivery charges are not additionally refundable unless we expressly agree otherwise or applicable law requires a different result.
18. Promotional items, bundles and discounts
If Goods were supplied as part of a bundle, promotion or with a free item, all items that formed part of the returned purchase should normally be returned where required to calculate the proper refund.
For a voluntary return, if a promotional or bundled item is retained, we may adjust the voluntary refund by its reasonable value where the promotion was conditional on purchasing or retaining the returned Goods.
Where an Order-level discount or voucher was allocated across several products, any refund may reflect the amount actually paid for the returned product after a fair allocation of that discount.
19. Returns sent without following the return instructions
Opening a return and following our instructions helps ensure that the parcel reaches the correct facility and can be identified promptly.
If Goods are sent to an incorrect or unauthorised address, including our registered office, processing may be delayed and additional forwarding or recovery may be necessary.
We will not use failure to follow an administrative procedure to remove a statutory right where that right has otherwise been validly exercised. However, reasonable additional direct costs caused by disregarding clear return instructions may be recoverable where the law permits.
20. Refunds, replacements, chargebacks and Goods that must still be returned
Receiving a refund, replacement, chargeback, payment reversal or other financial remedy does not automatically entitle a customer to retain the original Goods where the Contract or applicable law requires those Goods to be returned or made available.
Where you are required to return or make Goods available after such a remedy, you must do so within the applicable period or a reasonable period stated in our instructions. If you do not, we may request return of the Goods or payment of any sum properly due and may use lawful civil recovery procedures where appropriate.
We will distinguish ordinary mistakes, genuine disputes and legitimate exercises of consumer or payment rights from conduct for which there are reasonable grounds to suspect deliberate dishonesty. Deliberately dishonest conduct is not treated as acceptable merely because the value is small; please see Part 22 of our Terms of Sale for our fraud, evidence-preservation and enforcement provisions.
21. Business purchases
This policy is primarily written for Consumers purchasing through our UK online shop.
If you purchased wholly or mainly for the purposes of a trade, business, craft or profession, Consumer-only statutory cancellation rights do not apply. Business returns are governed by our Terms of Sale, any product-specific terms and any separate written agreement.
Any voluntary consumer return benefit applies to a Business Customer only where we expressly agree this in writing.
22. Model cancellation form
You may cancel a distance contract by submitting a request through the Returns facility, by emailing info@etechtools.com, or by making another clear statement that you wish to cancel. You do not have to use the model wording below.
To: E-Tech Motors Limited trading as ETECH TOOLS, 55C Union Road, Croydon, CR0 2XW, United Kingdom
Email: info@etechtools.com
Telephone: 020 8944 6994
Important: The address above is our registered address for cancellation notices and correspondence. Do not return Goods to this address unless we expressly instruct you to do so. The designated return address will be provided through our return process.
I/We hereby give notice that I/We cancel my/our contract of sale for the following Goods or the supply of the following Service:
Order Number:
Ordered on / received on:
Name of Consumer(s):
Address of Consumer(s):
Signature of Consumer(s), only if this form is notified on paper:
Date:
23. Contact details
Seller: E-Tech Motors Limited trading as ETECH TOOLS
Company number: 07854885
Registered office: 55C Union Road, Croydon, CR0 2XW, United Kingdom
Email: info@etechtools.com
Telephone: 020 8944 6994
WhatsApp: Contact ETECH TOOLS on WhatsApp
For the full contractual terms applying to your purchase, please see our Terms of Sale.