1) Scope & duration

This Warranty Policy applies to eligible new, physical products purchased directly from tolvia.co.uk. It is intended to cover defects that arise because of a manufacturing fault in materials or workmanship during normal intended use.

Unless a product page, manufacturer document or separate written warranty states otherwise, the standard Tolvia warranty period is 12 months from the date the product is delivered to the original purchaser.

• Standard warranty: 12 months from the date of delivery to the original purchaser.
• Coverage territory: United Kingdom and international destinations we ship to.
• Products covered: New, physical products purchased directly from tolvia.co.uk.
• Non-transferable: Warranty applies to the original purchaser only.
• Proof required: A valid Tolvia order number or purchase record may be required before a claim can be assessed.

Consumables, accessories, replacement parts, batteries, chargers, cables and items subject to normal wear may carry shorter coverage depending on the nature of the product and any manufacturer terms.

When the warranty period begins

The warranty period begins on the date the product is delivered, not the date the warranty claim is submitted. If a product is replaced under warranty, the replacement does not automatically restart a new 12-month warranty period unless this is required by law or confirmed by us in writing.

Who can make a warranty claim

Warranty cover is available only to the original purchaser who bought the item directly from Tolvia. If the product is resold, gifted or transferred to another person, warranty support may be refused unless applicable law requires otherwise.

2) What this warranty covers

This limited warranty covers manufacturing defects in materials and workmanship that cause the product to fail during normal intended use. A manufacturing defect is a fault that existed because of how the product was made or assembled, rather than because of misuse, accident, wear and tear, poor maintenance or unsuitable operating conditions.

Coverage depends on the product type, the fault reported, the age of the product, the way the product has been used, any manufacturer instructions and the results of our inspection or the manufacturer’s inspection.

Examples of potentially covered issues

• A product does not power on because of an internal manufacturing fault.
• A supplied charger fails due to a defect and shows no signs of misuse or physical damage.
• A switch, controller, internal board or motor fails under normal intended use.
• A casing or structural part fails prematurely because of a production defect.
• A product develops an internal fault that cannot reasonably be linked to accident, improper use or normal wear.

Warranty assessment is based on evidence. We may need photographs, videos, serial numbers, diagnostic information or inspection of the returned product before confirming whether the fault is covered.

3) Exclusions & limitations

This warranty does not cover faults or damage caused by use, handling, storage, modification or events outside normal manufacturing defects. The warranty is not a general insurance policy and does not cover every issue that may occur during ownership.

• Normal wear and tear, including brushes, bearings, belts, seals, blades, chains, sanding discs, nozzles, filters, O-rings and similar consumable or service parts.
• Cosmetic damage that does not affect function, including scratches, dents, scuffs, marks, fading, minor finish differences or packaging damage.
• Damage from misuse, abuse, neglect, impact, liquid ingress, corrosion, infestation, sand, dust, overheating, freezing, poor maintenance or improper storage.
• Improper installation, modification, unauthorised repair or use of incorrect accessories, attachments, consumables, chargers, batteries or replacement parts.
• Overloading, commercial or industrial use beyond product rating, continuous use outside specified duty cycles or use in an unsuitable environment.
• Power issues, including brownouts, surges, incorrect voltage, unsuitable extension leads or failure to use recommended surge protection.
• Batteries and chargers beyond DOA and initial defect period where reduced capacity, runtime decline or charging performance is consistent with normal ageing.
• Software, firmware, apps or third-party systems not supplied by us, including loss of data, saved settings, configuration, connectivity or compatibility issues.
• Any item with altered, removed, damaged or unreadable serial numbers, labels, warranty seals or proof-of-purchase inconsistencies.
• Damage caused during transport where the product was returned with inadequate packaging or without following return instructions.
• Damage resulting from use contrary to manufacturer instructions, warnings, maintenance schedules or safety guidance.

Wear and tear

Some parts naturally deteriorate through ordinary use. This may include blades becoming dull, batteries gradually losing capacity, brushes wearing down, belts stretching, seals degrading or surface finishes showing signs of handling. These changes are normally not considered manufacturing defects.

Commercial, trade or intensive use

Products intended for domestic or light-duty use may not be covered where they have been used in commercial, industrial, rental, continuous or high-intensity environments beyond their rated specification. If a product is intended for professional use, you must still follow all manufacturer duty cycles, maintenance requirements and operating limits.

Unauthorised repairs or modifications

Opening a product, modifying components, using non-approved parts, bypassing safety features or attempting repairs without authorisation may void warranty coverage. This is because unauthorised work can make it impossible to determine whether a fault was caused by a manufacturing defect or by later interference.

Where applicable, see the manufacturer’s documentation for additional exclusions, service conditions and safety requirements.

4) Proof of purchase & eligibility

To assess a warranty claim, we need to confirm that the product was purchased from Tolvia, that the warranty period is still valid and that the reported issue may be covered by this policy.

• Provide your order number, date of purchase, delivery address and contact details.
• We may request photos, videos, serial numbers, model numbers, product labels and a description of the fault and operating conditions.
• Items must be purchased directly from tolvia.co.uk and delivered to the claimed address.
• You may be asked to confirm how the product was used, maintained, stored and installed.
• You must not send false, misleading, altered or incomplete information in support of a warranty claim.

Information we may ask for

Depending on the product and issue, we may ask for clear photographs of the product, packaging, serial number, charger, battery, accessories, damage area, warning lights, error messages or video showing the fault. This helps us avoid unnecessary returns and may allow faster troubleshooting.

Inspection requirement

In many cases, a final warranty decision can only be made after inspection. An initial support response, troubleshooting step or return authorisation does not automatically mean the claim has been accepted.

5) How to obtain warranty service

Please do not return a product without contacting us first. Warranty returns must follow the instructions provided by our support team so that the item can be identified, tracked and assessed correctly.

1. Contact us: Email info@tolvia.co.uk with your order number, fault description, and photos or videos showing the issue.
2. Initial assessment: We review the information provided and may offer troubleshooting steps, request additional evidence or confirm whether the product should be returned for inspection.
3. Return authorisation: If service is approved for assessment, you will receive an RMA or return reference and return instructions.
4. Return packaging: Package the product securely using original or equivalent protective packaging. Remove personal accessories, consumables or unrelated items not required for diagnostics.
5. Inspection & diagnosis: On receipt, we or an authorised service partner inspect the product to determine whether the issue is covered by warranty.
6. Remedy: If the claim is accepted, we will proceed with the appropriate remedy, which may include repair, replacement or refund depending on the circumstances.

Return shipping during warranty claims

Return shipping arrangements may depend on the product, location, fault type, claim timing and whether the claim is accepted after inspection. If the item is confirmed to be faulty due to a covered defect, we will handle the remedy in line with your rights and this policy.

If an item is returned and no fault is found, or the issue is excluded from warranty coverage, you may be responsible for return shipping, inspection costs or re-delivery costs where permitted by law.

Packaging responsibility

You are responsible for packaging the product safely when returning it. Damage caused by poor return packaging may affect the warranty assessment. We recommend using tracked shipping and retaining proof of postage unless we provide a specific carrier or collection arrangement.

For heavy, oversized or specialist items, we may arrange in-field inspection, remote diagnostics, collection or a direct manufacturer process where applicable.

6) Dead-on-arrival (DOA)

If a product is dead-on-arrival or develops a major fault within the first 30 days, contact us as soon as possible. A DOA issue may include a product that cannot be powered on, cannot perform its essential function or has a serious defect present immediately after delivery.

Subject to inspection, we will arrange a replacement or refund according to your statutory rights and our Return & Refund Policy.

• Report DOA issues promptly and include your order number.
• Keep all packaging, accessories, manuals and supplied parts until the issue is resolved.
• Do not continue using a product if it appears unsafe, overheats, smells of burning, sparks or shows signs of electrical failure.
• Provide photos or videos where possible to help us assess the issue quickly.

For safety reasons, stop using any product that appears damaged, unsafe or faulty and contact us before attempting further operation.

7) Remedies we may provide

If a warranty claim is accepted, the remedy will depend on the nature of the fault, product age, available parts, availability of replacement stock, proportionality, manufacturer guidance and your statutory rights.

Choice of remedy may depend on availability, proportionality, inspection results, manufacturer process and your statutory rights.

Replacement products

Where a replacement is provided, it may be the same model or a functionally equivalent model if the original product is unavailable, discontinued or out of stock. Replacement products may require return of the original item unless we state otherwise.

Repair times

Repair times vary depending on parts availability, manufacturer response time, product type, workload and shipping times. We aim to handle warranty claims within a reasonable timeframe and will provide updates where practical.

When a claim is rejected

If inspection shows that the issue is not covered by this warranty, we will explain the reason where possible. Examples may include misuse, accidental damage, normal wear and tear, unauthorised repair, missing serial numbers or no fault found.

8) Manufacturer warranties

Some products may include a manufacturer’s warranty in addition to, or instead of, the limited Tolvia warranty. Manufacturer warranties are provided by the product manufacturer and may have their own registration requirements, warranty periods, exclusions, repair networks and claim procedures.

• Some products carry a manufacturer’s warranty in addition to, or instead of, our limited warranty.
• Where the manufacturer directs service, we will help you contact their support or provide required documentation where available.
• Manufacturer terms may vary by region, product type, serial number and purchase date; keep product manuals and serial labels.
• You may need to register the product with the manufacturer within a specific time to activate an extended manufacturer warranty.
• Manufacturer warranty decisions may depend on their own inspection and service process.

Manufacturer documents

You should keep all manuals, warranty cards, packaging labels and serial number information. If the manufacturer requires direct contact, we may provide proof of purchase or order details to help support your claim.

Differences between Tolvia and manufacturer warranties

A manufacturer warranty may provide different benefits or restrictions from this policy. Where both apply, we will help guide you to the most appropriate route, but this does not limit your statutory rights.

9) Liability, safety & compliance

Many tools, electrical products and garden products require safe handling. You must read and follow all user manuals, safety warnings, product labels, maintenance instructions and manufacturer guidance before use.

• Use products strictly per user manuals, PPE guidance and safety instructions, including guards, correct bits or blades, correct duty cycle and correct operating environment.
• We are not liable for indirect or consequential loss arising from downtime, loss of profit, loss of productivity, loss of data or improper use.
• Products are supplied to comply with applicable UK, CE or UKCA regulations where required.
• Always disconnect power or battery before maintenance; do not operate in explosive, wet or unsafe environments unless the product is specifically designed for that use.
• Do not allow children or untrained persons to operate tools, electrical equipment or potentially hazardous products.
• Use suitable protective equipment where required, such as eye protection, gloves, hearing protection, dust masks or protective footwear.

Safe operation

If a product makes unusual noise, overheats, smells of burning, sparks, leaks, vibrates unusually, loses power unexpectedly or appears damaged, stop using it immediately and contact us or the manufacturer for guidance.

Compatibility and intended use

You are responsible for ensuring that accessories, batteries, chargers, voltage, attachments, blades, bits, consumables and environmental conditions are compatible with the product. Damage caused by incompatible or unsuitable use may not be covered.

Business use

Where products are purchased for business use, our liability may be limited as set out in our Terms & Conditions, except where liability cannot legally be limited.

10) Your statutory rights (UK)

Nothing in this Warranty Policy limits or excludes your statutory rights under UK consumer law. If the goods are not of satisfactory quality, fit for purpose, or as described, you may be entitled to repair, replacement or refund under the Consumer Rights Act 2015.

This Warranty Policy is separate from your legal rights. Your statutory rights may apply even where a manufacturer warranty has expired or where a particular issue is not covered by this limited warranty. For example, if goods are faulty, not as described or not fit for their intended purpose, you may have remedies under consumer law.

For UK consumers, the first 30 days after delivery may provide a short-term right to reject faulty goods in certain circumstances. After that period, you may be entitled to a repair or replacement, and in some cases a refund or price reduction depending on the circumstances and applicable law.

This policy is intended to explain Tolvia’s warranty process clearly. It does not remove, restrict or replace any rights you have by law.

11) Contact

If you need warranty support, please contact us before returning the product. Include your order number, product name, date of delivery, fault description and any supporting photos or videos.

Warranty enquiries: Tolvia Support
Phone: +44 7463 590260 (Mon–Fri, 9:00–18:00 UK time)
Email: info@tolvia.co.uk
Address: FERNROCK LIMITED, Academy House, 11 Dunraven Place, Bridgend, CF31 1JF, United Kingdom