While all consignments are packed with heavy-duty shock-absorbing packaging, rough courier handling can occasionally cause damage:

• Delivery Inspection: Please check outer carton integrity before signing. If the outer carton is crushed, torn, or re-taped with carrier tape, ask the courier to record “Damaged on Delivery”.
• 48-Hour Reporting: Contact our team within 48 hours of delivery with clear digital photographs of:
  • The damaged outer packaging and courier shipping label.
  • The internal tool case or packaging.
  • The specific damage to the tool body, chuck, motor casing, or accessory.
• Upon receipt of photos, we arrange an immediate priority replacement dispatch or issue a full refund without waiting for carrier insurance claim resolution.

If an item fails out of the box (e.g. cordless drill does not engage, battery will not accept charge, charger LED flashes red error code):

In full compliance with UK consumer law, customers will NEVER pay return postage for faulty, damaged, or incorrectly supplied tools:

• We generate and email a prepaid DPD Drop-Off or Royal Mail Tracked Return Label within 4 business hours.
• For heavy tools or contractor kits over 15kg, we arrange a free courier doorstep collection from your home or site address.
• Zero deduction for restocking, handling, or administrative fees (£0.00 Restocking Fee).

If you suspect an 18V/54V battery pack is physically damaged:

• Immediately disconnect the pack from the charger and tool; store in an open, non-combustible outdoor area.
• Send photos of the battery casing and serial barcode to rosazgs254zapata@outlook.com.
• Upon visual review, Biovertexa UK will issue an immediate replacement without requiring you to return the hazardous damaged pack. We will guide you to your local UK municipal hazardous WEEE battery recycling facility.

Returned tools arrive at our Maidenhead facility and undergo technical evaluation:

• 48-Hour Diagnostic SLA: Certified tool technicians test motor windings, battery terminal resistance, trigger potentiometers, and gearbox integrity within 48 business hours of receipt.
• Validation: Once the defect is verified, your chosen remedy (replacement dispatch or full refund) is processed immediately.
• Non-Faulty Goods: If a tool tests 100% operational (e.g. incorrect battery seating or tripped overload thermal switch), our technician will contact you to provide technical advice before re-dispatching the tool at no extra cost.

You have full autonomy over your remedy under the Consumer Rights Act 2015:

For tools past 30 days, we coordinate directly with authorized UK service networks:

• DeWalt / Stanley Black & Decker UK: Authorized repair network with free courier collection.
• Milwaukee E-Service: 3-year heavy duty tool warranty with 3-5 day turnaround.
• Makita UK Factory Service: Direct authorized service centers in Milton Keynes and Glasgow.

Biovertexa UK provides duplicate VAT invoices and manufacturer warranty registration proof upon request to guarantee rapid approval.

To initiate a damaged in transit or faulty tool claim, contact our Maidenhead team: