Captain Tolley Limited · Last updated: 10 November 2026
Summary
You can return most orders within 14 days of receiving them, for any reason. If something is faulty, damaged or not as described, you have additional rights and we will put it right. Email info@captaintolley.com to start a return or ask a question.
This policy applies to orders placed on captaintolley.com for delivery in the United Kingdom, and it does not affect your legal rights.
You have the right to cancel your order within 14 days, without giving a reason. The 14 days start the day after you receive your order. If your order arrives in more than one delivery, they start the day after the last one arrives.
How to cancel
Tell us you want to cancel before the 14 days end. Email info@captaintolley.com with your name, order number and the items you are cancelling, or use the model cancellation form in our Terms and Conditions. Any clear statement works, and you do not need to wait for our reply before sending the goods back.
Send the goods back to us without delay, and within 14 days of telling us you want to cancel.
Where to send returns
Captain Tolley Limited 69 Valiant House, Vicarage Crescent London SW11 3LX United Kingdom
Return postage and packing
If you are returning goods because you changed your mind, you pay the cost of returning them.
Please pack the goods securely, ideally in their original packaging, and keep proof of postage. We recommend a tracked service, because the goods stay your responsibility until they reach us.
The condition of returned goods
Please take reasonable care of the goods while they are with you. You can open the product to check it, but if you have used it, or if it has been handled more than was needed to check it, we may reduce your refund by an amount that reflects the loss in value. We will not reduce your refund for simply opening the pack.
The goods we sell must be of satisfactory quality, fit for purpose and as described. If they are not, you have legal rights, and returning them does not depend on the 14-day period above.
Please check your order when it arrives. If an item is faulty, damaged or the wrong item, email info@captaintolley.com as soon as you can with your order number and a photo if possible, and we will arrange everything. We will pay for the return postage of faulty, damaged or incorrect goods, and for any replacement we send.
If you are unsure whether the product suits your repair, please contact us before using it. Captain Tolley’s Creeping Crack Cure is designed for hairline cracks less than 0.8mm wide, and our use guides explain how to apply it.
What is not a fault
A broken cap, a leaking bottle or a blocked or damaged nozzle is a fault, and we will put it right. A problem caused by using the product in a way our instructions and use guides advise against is not a fault. For example, using it on a crack wider than 0.8mm, applying it in wet conditions, or applying it below 10°C / 50°F, where the instructions say not to, can stop it working as described. In those cases the product has not failed, so the faulty goods remedies in this section would not apply. If you are not sure what happened, contact us and we will help you work it out. Your 14-day right to cancel in section 1 is separate and still applies.
If you have not received your refund when you expect it, please email us at info@captaintolley.com.
We do not swap items directly. The quickest way to get a different product is to return the one you have under this policy and place a new order for the one you want.
If you want to cancel before your order has been dispatched, email info@captaintolley.com as soon as possible and we will refund you in full.
Captain Tolley Limited 69 Valiant House, Vicarage Crescent London SW11 3LX United Kingdom
Telephone: +44 (0)20 7924 2817
Email: info@captaintolley.com
