Refund policy

Returns & Refunds Policy

Effective Date: 11th January 2026
Website: https://neo-tools.co.uk
Managed & Fulfilled by: TOMACO Ltd – https://www.tomaco.co.uk

1. Overview

At Neo-tools.co.uk, we want you to be completely satisfied with your purchase.
If you change your mind or if your product is faulty, we’re here to help in accordance with UK consumer law.

This policy explains how to return products purchased through our website and when you are entitled to a refund, replacement, repair, or warranty support.

All orders placed via Neo-tools.co.uk are managed and fulfilled by Tool Marketing Company Limited (“we”, “us”, “our”), the authorised online fulfilment partner for NEO Tools products in the UK.

2. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods — without needing to provide a reason.

How to Cancel

To cancel your order, you must notify us within 14 days by either:

Emailing: orders@tomaco.co.uk

Writing to:

TOMACO (Tool Marketing Company Limited)
Unit A, Redgate Rd
South Lancs Ind Estate
Ashton-in-Makerfield
Wigan
WN4 8DT

Please include:

  • Your full name

  • Order number

  • Details of the items you wish to return

Once we acknowledge your request, we’ll provide return instructions.

Returning the Goods

You must return the items to us within 14 days of notifying us of your decision to cancel.

Goods must be:

  • Unused and in their original packaging

  • In a resalable condition

  • Accompanied by proof of purchase (such as your order confirmation email)

You are responsible for the return shipping cost unless the item is faulty or sent in error.

3. Faulty, Damaged, or Incorrect Items

If your product arrives faulty, damaged, or not as described, please contact us within 30 days of receiving your order.
We’ll arrange a free return, repair, replacement, or refund as required under the Consumer Rights Act 2015.

Please email orders@tomaco.co.uk with:

  • Your order number

  • Description of the issue

  • Clear photos (if possible)

We’ll assess your claim and confirm the appropriate resolution.
If a fault develops after 30 days but within the manufacturer’s warranty period, we’ll assist you with a warranty claim (see Section 8).

4. Refunds

Once your return is received and inspected, we’ll confirm by email whether your refund has been approved.

If approved, your refund will be issued:

  • Within 14 days of us receiving the returned goods (or proof of posting)

  • To the original payment method used for purchase

Refund Amounts

  • Faulty or incorrect items: Full refund, including standard delivery costs

  • Change of mind: Refund for the item(s) only (excluding any premium delivery upgrades such as express shipping)

5. Exchanges

We currently do not offer direct exchanges.
If you would like a different product, please return your original order for a refund and place a new order.

6. Non-Returnable Items

For health, safety, or hygiene reasons, we cannot accept returns on:

  • Used tools or accessories showing signs of wear

  • Customised or made-to-order products

  • Items not returned in their original packaging

This does not affect your statutory rights if an item is faulty.

7. Return Address

Please send all authorised returns to:

TOMACO (Tool Marketing Company Limited)
Unit A, Redgate Rd
South Lancs Ind Estate
Ashton-in-Makerfield
Wigan
WN4 8DT

Email: orders@tomaco.co.uk

We recommend using a tracked delivery service and retaining proof of postage.

8. Warranties

All NEO Tools products sold via Neo-tools.co.uk are covered by a manufacturer’s warranty.

  • Standard warranty: All products include a 2-year warranty, unless stated otherwise

  • Extended warranty: Some products are eligible for a 25-year warranty

Warranty coverage applies to manufacturing defects and faults arising from normal use. It does not cover damage caused by misuse, neglect, unauthorised repairs, or normal wear and tear.

If you believe your product may be eligible for an extended (25-year) warranty, or if you need to make a warranty claim, please contact:

Email: orders@tomaco.co.uk

Include your order number, product details, and a description of the issue. We’ll confirm warranty eligibility and guide you through the next steps.

This warranty is provided in addition to, and does not affect, your statutory rights under UK consumer law.

9. Our Responsibilities

We comply fully with the Consumer Rights Act 2015, ensuring that all products are:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If any of these conditions are not met, you are entitled to a repair, replacement, or refund.

10. Contact Us

If you have any questions about returns, refunds, or warranties, please contact:

Tool Marketing Company Limited
Email: orders@tomaco.co.uk
Website: https://www.tomaco.co.uk
Registered in England and Wales – Company No: 07750136