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 will 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 accept returns and exchanges for eligible defective and non-defective physical Goods. The applicable return window and change-of-mind return cost depend on the delivery country.
United Kingdom
- Return window: 60 calendar days from delivery.
- Product condition accepted: new and slightly used products, subject to the conditions in this policy.
- Returns: accepted for eligible defective and non-defective physical Goods.
- Exchanges: accepted for eligible physical Goods.
- Return method: by post using the standard return method arranged or approved by us.
- Standard return cost: free when you use the standard return method we provide or approve.
- Restocking fee: £0. We do not charge a fixed restocking fee.
- Refund processing time: normally within 14 calendar days, subject to the rules below.
- Refund method: normally to the original payment method.
Outside the United Kingdom
- Return window: 30 calendar days from delivery.
- Product condition accepted: new and slightly used products, subject to the conditions in this policy.
- Returns: accepted for eligible defective and non-defective physical Goods.
- Exchanges: accepted for eligible physical Goods.
- Return method: by post.
- Change-of-mind return cost: the customer is responsible for arranging and paying return postage.
- Restocking fee: £0. We do not charge a fixed restocking fee.
- Refund processing time: normally within 14 calendar days, subject to the rules below.
- Refund method: normally to the original payment method.
Where Goods are faulty, damaged before risk passed to you, misdescribed or incorrectly supplied, return costs and remedies will be dealt with in accordance with the law applicable to the Contract. Nothing in the international change-of-mind postage rule requires a customer to bear a return cost that applicable law requires us to pay.
These return arrangements are additional to, and do not reduce, statutory rights 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 return eligible physical Goods within 60 calendar days after delivery.
Outside the United Kingdom: you must tell us that you wish to return eligible physical Goods within 30 calendar days after delivery.
Once a return has been opened, please send the Goods without undue delay and within the period stated in the return instructions.
For United Kingdom 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 return conditions apply for the remainder of the 60-day UK window.
For international orders, the 30-day return policy is our standard voluntary change-of-mind policy. Any mandatory cancellation or return rights that apply under the law governing a particular international Consumer transaction remain unaffected.
For a voluntary change-of-mind return after any applicable 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 eligibility where the Goods can no longer reasonably be resold in the required condition.
3. Return postage and return method
United Kingdom
For an eligible UK return under this policy, we will provide or approve a free standard return method. This may be a prepaid postal label, a carrier service or another standard return arrangement selected by us.
To use the free-return service, follow the return instructions and use the label, carrier or method we provide or approve.
If you choose an alternative, premium, timed or more expensive return service without our prior agreement, we are not required to reimburse the additional cost beyond the standard return method we offered, except where the law requires otherwise.
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 the return postage. We do not normally provide a prepaid international return label for a change-of-mind return.
You should use a suitable tracked or otherwise evidential postal or carrier service and retain proof of sending. You are responsible for customs declarations and any return-carriage requirements applicable to the country from which the Goods are sent.
If the Goods are faulty, incorrect, damaged before risk passed to you or misdescribed, contact us before arranging return carriage. Where applicable law requires us to bear reasonable return costs, we will provide or approve an appropriate return method or reimburse reasonable agreed costs.
4. How to start a return
We strongly recommend submitting the return through our online Returns facility. You must be logged in to your customer account to use that facility. Step-by-step instructions are available in our FAQ.
The online Returns facility allows us to identify the Order, issue a return reference and give you the correct designated return address and the return instructions applicable to your country and return reason.
If you cannot use the online Returns facility, you may contact us by WhatsApp, email, telephone or through our Contact Us page. A Consumer may also exercise a statutory cancellation right by any other clear statement permitted by law.
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 appropriate 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.
If Goods from one Order are delivered separately, the cancellation period normally runs from the day after the final item is received.
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 delivery is not refundable to the extent permitted by law.
Because ETECH TOOLS provides a free standard UK return method under this policy for eligible physical Goods, use the return method we provide so that you do not have to pay standard return postage.
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 as you reasonably could in a shop. Where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the Goods 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 (up to 60 days for the UK and 30 days outside the UK), Goods must normally:
- be unused, uninstalled, unregistered and unactivated;
- 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; and
- be returned with the original packaging where that packaging is 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 made 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 a voluntary change-of-mind return, a non-faulty product that has been vehicle-connected, installed, programmed, coded, materially 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 to establish the product’s nature, characteristics and functioning. 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, you may still use any applicable statutory cancellation right or the relevant voluntary return period where the conditions in this policy are met.
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 you have expressly requested immediate supply and acknowledged that the cancellation right will be lost when supply begins, the change-of-mind cancellation right for that Digital Content ends 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 a resaleable state.
Activation does not automatically remove statutory rights relating to faulty physical Goods.
Where a Digital Licence has been lawfully supplied following valid express consent and acknowledgement, the digital element may be non-refundable for change of mind even if a separate statutory right concerning the physical Goods remains.
11. Exchanges
We accept exchanges for eligible physical Goods within the applicable return window: 60 days for United Kingdom deliveries and 30 days for deliveries outside the United Kingdom.
An exchange is subject to the same eligibility, condition, Activation, completeness and return-postage rules that apply to a return under this policy.
For a UK eligible exchange, the standard return of the original Goods is free when you use the method we provide or approve. For an international non-faulty exchange, you are responsible for the cost of returning the original Goods unless applicable law requires otherwise.
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.
If the replacement product has a different price, any price difference must be paid or refunded as applicable before the exchange is completed.
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 fault, transit-damage, wrong-item or misdescription claim is established, we will provide the remedy required by law and bear reasonable return costs using an appropriate return 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 problem 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. We may also obtain 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 Goods are returned as faulty but reasonable testing shows that they conform to the Contract, the fault claim may be declined. If the Goods separately qualify for a statutory cancellation right or the applicable voluntary return period, they will be assessed under those rules. If no return right applies, we may arrange redelivery and may require payment of a reasonable redelivery cost where lawful.
14. Missing parts, substituted Goods 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 other discrepancy, we may withhold the affected refund while the discrepancy is reasonably investigated.
Where lawful and proportionate, we may preserve photographs, video, parcel weights, serial-number records, carrier records, Activation records and other evidence for the purpose of resolving the return, a payment dispute or suspected fraud.
Knowingly substituting Goods, returning an empty parcel, falsifying evidence, deliberately damaging Goods or making a knowingly false return claim may be reported to relevant carriers, payment providers, fraud-prevention services or law-enforcement authorities where appropriate and lawful.
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 provide the return carrier or prepaid method, risk relating to the carrier’s loss of the parcel will normally be handled by us once the parcel has been properly handed to that carrier, subject to inadequate packaging, prohibited contents or other matters caused by the sender.
For an international change-of-mind return where you are responsible for arranging carriage, you should use a reliable tracked or otherwise evidential service, retain proof of sending and obtain suitable insurance where appropriate. This does not restrict any rights that cannot lawfully be restricted.
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.
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 fulfilment 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 a failure to follow an administrative return procedure to remove a statutory right where you have otherwise exercised that right validly. For UK returns, our free standard return service is available through the return method we provide or approve. For international change-of-mind returns, the customer-arranged postage rules in Part 3 apply.
20. 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.
21. Model cancellation form
You may cancel a distance contract by submitting a return/cancellation request through the Returns facility in your customer account, by emailing info@etechtools.com, or by making another clear statement that you wish to cancel.
You may alternatively use the model cancellation wording below, but you do not have to use this form.
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 and the return instructions applicable to your country and return reason will be provided separately 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:
22. Contact details
Seller: E-Tech Motors Limited trading as ETECH TOOLS
Company number: 07854885
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.