Chargeback Policy

Last Updated: 10.12.2025

Overview

This Chargeback Policy explains Tool Haven Ltd’s approach to payment disputes and chargebacks. It describes your obligations before initiating a chargeback, valid and invalid reasons for disputes, our evidence and response process, potential fees and liabilities, and how we seek to resolve issues amicably and in compliance with applicable law.

1. Purpose

The purpose of this Policy is to establish clear expectations for customers and to provide a transparent, consistent process for resolving disputed transactions. Wherever possible we will resolve issues directly with you to avoid the time, cost and uncertainty of bank-mediated chargeback procedures.

2. Contact Us Before Initiating a Chargeback

Please contact our customer support team before filing a chargeback. Contacting us gives us the opportunity to investigate, provide evidence, issue a refund, arrange a replacement, or propose an alternative resolution. Many disputes are resolved faster and with fewer costs when handled directly.

Contact details:
Email: info@toolshaven.co.uk
Phone: +44 73 1109 6350

3. Valid Reasons for Chargebacks

The following are examples of legitimate grounds for a chargeback when supported by evidence:

• Duplicate or incorrect charges on your statement.
• Goods not delivered where courier tracking confirms non-delivery.
• Goods materially different from the description and a resolution was not reached.
• Unauthorised transactions confirmed after an investigation.

If we determine the claim is valid, we will process a refund or replacement as appropriate and without the need for a chargeback.

4. Invalid or Inappropriate Chargebacks

The following are generally not valid bases for chargebacks and should be resolved via our returns and refunds process:

• Change of mind after purchase.
• Failure to read product descriptions or specifications.
• Chargebacks used to bypass our published refund/returns procedure.
• Delays caused by third-party couriers outside our reasonable control.
• Claims of non-receipt where the carrier confirms delivery to the provided address.
• Use of the product prior to requesting a return or refund.

Initiating improper or fraudulent chargebacks may result in account restrictions, additional fees, or legal recovery action.

5. Evidence We Provide to Banks and Payment Processors

When a chargeback is raised, Tool Haven Ltd may provide detailed evidence to the card issuer or payment facilitator. Typical evidence includes:

• Order invoices and receipts showing the transaction details.
• Courier tracking data and proof of delivery (including signed proofs where available).
• IP logs, device fingerprints and geolocation data where relevant.
• Checkout confirmation pages and accepted terms of sale.
• Customer communication records (emails, chat transcripts).
• Product images, listing descriptions and SKU data.
• Any identity verification or fraud-prevention data used at purchase.

We submit all relevant, proportionate evidence available to ensure the issuer can make an informed decision.

6. Fees, Liabilities and Consequences

If a chargeback is decided in our favour, you may still be liable for the original transaction amount and any processing fees imposed by your bank or ours. Repeated or abusive chargeback behaviour may result in:

• Restriction or termination of your account and access to our services.
• Requirement for enhanced verification on future orders.
• Denial of future purchases or demands for prepayment.
• Recovery action to recoup losses in cases of proven fraud.

7. Refunds vs Chargebacks

We encourage customers to use our returns and refund process rather than initiating chargebacks. Internal refunds are typically faster, avoid bank fees, and minimise the risk of services or accounts being restricted. Where appropriate, we will issue full or partial refunds, reship goods, or provide store credit.

8. Delivery Disputes and Proof of Delivery

Proof of delivery from a reputable carrier generally constitutes sufficient evidence of fulfilment. In cases where tracking indicates delivery:

• We may ask customers to confirm address details and check with neighbours.
• We will open an investigation with the carrier and provide the results to you.
• Chargebacks based solely on “item not received” while proof of delivery exists may be contested.

9. Duplicate or Unauthorised Transactions

If you suspect a duplicate charge or unauthorised transaction, notify us immediately so we can investigate. If fraud is confirmed we will issue a refund and take steps to prevent further unauthorised activity. If evidence demonstrates the transaction was authorised by a verified cardholder, the chargeback may be disputed.

10. How We Handle Chargeback Investigations

When a chargeback is filed we will:

1. Gather relevant transaction and fulfilment data.
2. Provide requested evidence to the card issuer/payment processor.
3. Communicate with you where permitted by the processor to seek an amicable resolution.
4. Comply with adjudication outcomes and implement any required actions.

Adjudication timelines and outcomes are controlled by the issuing bank/payment network; we will assist but cannot guarantee specific results or timescales.

11. Governing Law

This Chargeback Policy is governed by the laws of England and Wales and will be interpreted in accordance with UK consumer protection and payments law. Any disputes relating to chargebacks will be handled consistent with those laws.

12. Updates to the Policy

We may update this Policy from time to time to reflect changes in payment processing practices, legal requirements, or our operational procedures. The most recent version will always be posted on this page with the updated “Last Updated” date.

13. Contact

For chargeback enquiries, to discuss a dispute, or to request evidence prior to initiating a chargeback, contact:
Email: info@toolshaven.co.uk
Phone: +44 73 1109 6350