Returns & Refunds

1. Your right to change your mind

You may send an item back within 30 days of receiving it, without giving a reason. This goes beyond the 14-day minimum set by the Consumer Contracts Regulations 2013 and by EU consumer law, and applies to every country we ship to.

2. The condition it has to come back in

To be refunded in full, the item must:

• Be unused and undamaged
• Come back in its original packaging with every accessory it arrived with
• Show no wear, modification or damage caused after delivery
• Be identifiable — quote the order number when you write to us

Power tools may be switched on to check that they work. What we cannot accept back as unused is a tool that has done a job: cutting or machining residue, scratched housings, worn consumables (blades, discs, belts) or batteries cycled well beyond a functional test.

3. How to start a return

There is no form to print. Four steps:

1. Email info@ketravia.com with your order number and what you want to send back.
2. We reply with the return address and instructions for your country.
3. Pack the item so it survives the journey back — ideally in the box it arrived in.
4. Send it to the address we gave you and keep the proof of postage.

4. Who pays the return postage

If you are returning something because you changed your mind, the return postage is yours. If we sent the wrong item, or it arrived faulty or damaged, we cover the cost of getting it back to us.

5. Your refund

Once the item reaches us and we have checked its condition, the refund is issued within 14 days.

We refund by the method you paid with. Where the order was paid in cash on delivery there is nothing to reverse, so we will ask for bank details and send the money by transfer.

The refund covers what you paid for the item. Original delivery charges are refunded when the return is our fault, or where consumer law requires it.

6. Faulty, damaged or wrong items

If a parcel arrives damaged, or the contents are faulty or simply not what you ordered, tell us within 48 hours and attach photographs of the item and the packaging. You choose between a replacement and a full refund, including what you paid for delivery, and we arrange collection at our cost.

7. The warranty is separate

The 30-day return right sits on top of the 24-month warranty that covers every tool we sell. A fault that appears months after delivery is a warranty matter, not a return — contact us with the order number and we will handle the repair, replacement or refund.

8. Who to contact

Anything to do with a return goes to Ketravia Ltd at info@ketravia.com.