Refund Policy

Refund Policy

At Tool Shop, we endeavour to provide as much information within the content of our product pages to allow you to make an informed decision on your purchase. However, should you require to return any product because it is unwanted (for example, an unwanted gift), the following conditions must be met:

You must notify Tool Shop of your intention to return the item within 14 days of receipt

Tool Shop must receive the item back for inspection within 14 days of the above notification date in perfect, unused and sellable condition

To begin the process of returning any item(s) back to us please email info@toolshop.ltd.uk using the email address used to place your order, stating your order number, delivery address and reason for return. We will respond to you within 1 business day, if the return is accepted, we will email you an acceptance and instruct which address you need to send the item to. All return postage is at your expense. We can arrange a collection from you with our couriers, the cost of this will be calculated at the time of return and offered to you.

Notes for returning item(s) not required:

You will have to arrange the return of the goods yourself and we advise that this is sent on a tracked service.

If you refuse to accept a delivery from our courier, we will charge you the cost of having the delivery returned to us.

If you change your mind after your goods have been dispatched, we will charge you the cost of delivery as well as the cost of having the goods returned.

If you ask us to collect goods from you and you are absent when the courier comes to collect, then a charge will be applied for a re-collection.

If you would like us to arrange the collection of your item(s) then we can be contacted on 0330 107 2460, or you can contact us by email at info@toolshop.ltd.uk, or by filling out the form on the Contact Us page.

If returning an item back to us, once received, our returns team will email you confirming receipt of your item(s).

For items received within the timeframe set out in our returns policy, Tool Shop will carry out a full inspection on the item(s) and packaging before approving any replacement or refund. Tool Shop will endeavour to carry out inspections within 7 days of goods being received. Damaged items or packaging may be subject to a handling or restocking charge, and therefore full refunds are not guaranteed.

We will refund any amount due to you within 14 days from the day we receive the item(s) back.

All items must be in their original packaging (where applicable) and unused. We are unable to accept return of a products which is not in its original, undamaged packaging.

If your item is returned without a form, there may be a delay in processing any refund or replacement.

Incorrectly supplied item(s):

We will always try to ensure that the correct item(s) is delivered to you however, we are only human and occasionally mistakes may happen.

Should we supply any incorrect item(s), please notify us within 48 hours of receipt on 0330 107 2460 or through email by filling out the form on the Contact Us page and we will arrange to get this resolved.

Faulty or Damaged item(s):

We only stock the very best items from our professional suppliers however, occasionally an item may be received that has a fault or has been damaged in transit.

If upon receipt of any item(s) that seem to have a fault* or has been damaged** in transit, please notify us within 48 hours of receipt on 0330 107 2460 or through email by filling out the form on the Contact Us page.

We will then arrange for the item(s) to be picked up for inspection. After inspection and once we are satisfied that there is a fault, we will either replace the item(s) or arrange for a full refund of the item(s) and any carriage costs incurred. Please allow up to 7 days for inspection.

**It is advisable to inspect the goods for any damages prior to signing for delivery. If you can see any damage whatsoever to the packaging please sign for the goods as damaged. If this is not possible, please ensure you sign for the goods unexamined to allow us to take any claims up with our delivery partners if necessary. Please note, during the Covid-19 pandemic, we understand that safety measures mean this might not always be possible. Please do your best to inspect packaging on arrival where possible.

If no fault is found with the item(s) you have returned, no refund nor replacement will be offered. If our inspection finds no fault, you must collect or arrange collection of your items from Tool Shop at your own cost.

All our tools come with a manufacturer’s warranty which ranges from 1 year to 5 years (applicable to items that have been registered on the relevant manufacturers website).

We highly advise to register all tools purchased to benefit from an upgraded warranty and in most cases a direct collection by the manufacturer of the tool for a warranty inspection and repair. This is a free of charge service and is, in most cases, a much quicker resolution should your item become faulty after 30 days of purchase.

Dropship items:

Tool Shop works with multiple suppliers on a dropship basis. These items are dispatched directly to our customers by the supplier or manufacturer. In the case of returning a drop ship item, Tool Shop’s returns policy is superseded by the returns policy of the specific manufacturer or supplier that sent you the goods.

Terms and conditions will be clearly labelled on the product page of any product to which the drop ship terms apply.

Please note, because dropship items account for larger and outsized items within the Tool Shop catalogue, these products may be subject to substantial restocking and collection charges.

We recommend that customers are absolutely certain they are ordering the correct product before completing their order.