Returns Policy

Return Policy Overview

At Alliance Tools Limited, we strive to ensure complete customer satisfaction with every purchase. We understand that occasionally you may need to return a product, and we've designed our returns process to be as straightforward as possible. This policy outlines the terms and conditions for returning products purchased from our website or directly from our facility in Sunderland.

Return Eligibility Period

Our return policy allows for returns within 30 days from the date of delivery. If 30 days have passed since your product was delivered, unfortunately, we cannot offer you a refund or exchange unless the product is proven to be defective due to manufacturing issues.

For custom-manufactured or specially ordered tools, different terms may apply. Please contact our customer service team at info@alliancetoolsltd.info for specific information regarding custom orders.

Return Conditions

To be eligible for a return, your item must meet the following conditions:

• The item must be unused and in the same condition that you received it
• The item must be in its original packaging
• You must have the receipt or proof of purchase
• The item must not show signs of damage or wear

We accept returns on products which were shipped out by us if:

• The item is faulty due to a manufacturing defect
• The wrong item was delivered
• The item does not match the product description
• The item is of unacceptable quality

Non-Returnable Items

Several types of goods are exempt from being returned. Non-returnable items include:

• Custom-manufactured tools or items made to your specifications (unless defective)
• Items that have been used or show signs of use
• Products with broken seals or missing packaging
• Consumable items that have been opened or partially used
• Digital products or software that has been downloaded or accessed
• Items marked as clearance or final sale

Return Process

To initiate a return, please follow these steps:

1. Contact our customer service team at info@alliancetoolsltd.info or call us at +44 191 592 0025 to obtain a Return Merchandise Authorization (RMA) number.
2. Include your order number, the item(s) you wish to return, and the reason for the return in your communication.
3. Our team will provide you with specific return instructions and the correct return address.
4. Package the item securely in its original packaging if possible.
5. Include your proof of purchase and the RMA number with your return.
6. Ship the item to the address provided by our customer service team.

Important Note: The return address may not be the same as the 'ship from' address on the package you received. Please do not return items without first obtaining an RMA number and the correct return address. We reserve the right to refuse returns that do not follow our return procedure.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment provider's processing times.

For approved returns, we offer the following options:

• Full refund to the original payment method
• Exchange for the same product (if defective)
• Exchange for a different product of equal value
• Store credit for future purchases

Partial Returns and Refunds

If your order contains multiple items and you are returning only part of the order, we will only refund the value of the returned items, not the entire order.

In cases where a product is found to be partially defective or not meeting specifications in some aspects, we may offer a partial refund at our discretion, based on the nature and extent of the issue.

Shipping Costs for Returns

Please note the following regarding shipping costs for returns:

• Original shipping costs are non-refundable.
• The cost of return shipping is the responsibility of the customer, except in cases where the return is due to our error (wrong item shipped, defective product, etc.).
• If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to our error.
• For returns due to our error, we will provide a prepaid return shipping label or reimburse your return shipping costs.

Late or Missing Refunds

If you haven't received your refund within the timeframe mentioned above, please check the following:

1. Check your bank account again - sometimes it takes time for refunds to be posted.
2. Contact your credit card company or bank - there is often a processing time before a refund is officially posted to your account.
3. If you've done all of this and you still have not received your refund, please contact us at info@alliancetoolsltd.info or call +44 191 592 0025.

Exchanges

If you need to exchange an item for the same product (due to a defect or incorrect size), please follow the same process as for returns. Contact our customer service team to arrange the exchange and obtain an RMA number.

For exchanges of different products, we recommend returning the original item for a refund and placing a new order for the desired product to ensure faster processing.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@alliancetoolsltd.info or call +44 191 592 0025. Please provide:

• Your order number
• A description of the damage or defect
• Photos of the damaged item or packaging (if possible)

We will work with you to resolve the issue promptly, either by replacing the item or providing a refund.

Unsuccessful Deliveries

Any unsuccessful delivery due to customer errors in the shipping address or customer unavailability after multiple delivery attempts will not be eligible for return and refund unless the package is returned to us unopened and in its original condition.

If a package is reported as delivered by the shipping carrier but you have not received it, please:

1. Check with neighbors and others at your address who might have accepted the delivery
2. Contact the shipping carrier with your tracking number to investigate the delivery
3. If you still cannot locate the package, contact us within 48 hours of the reported delivery date

Cancellations

Orders can be cancelled before they are shipped. Once an order has been shipped, it cannot be cancelled and must go through the return process.

For custom-manufactured items, cancellations are only accepted within 24 hours of placing the order. After this period, we may have already begun the manufacturing process, and cancellations cannot be accepted.