Toolstation

Returns Information We hope you’ll never need to return anything to us. But if you do, we want to make the process quick and easy with our 30-Day Money Back Guarantee – so you can exchange or refund your purchase with confidence. 30-Day Money Back Guarantee How To Return An Item Excluded Items Items Delivered Direct From Supplier Our Repairs Process How To Cancel An Order Our Refund Process FAQs Our 30-Day Money Back Guarantee Need to return an item to us? We offer a 30-Day Money Back Guarantee on most products to give you complete peace of mind – you can return a faulty or unwanted, unused item for an exchange or full refund, providing it’s within 30 days of receipt. Unwanted items must be returned unused, unmarked and in original packaging. Items must be returned complete with all included accessories. Proof of purchase may be required for verification. Faulty items may be refunded, replaced or repaired (where available) after purchase – manufacturer faults only. Postage costs are only refunded for items that are faulty, damaged or sent in error. Your statutory rights are not affected. Exceptions If your item has come directly from a supplier, it cannot be returned to Toolstation. Check the section below for more information on how to return items that have been delivered by a supplier. Some other items are also exempt and cannot be returned to stores under our 30-Day Money Back Guarantee policy. These can include: Boilers and boiler parts Used macerators Toilets Dirty water pumps Bespoke items that are cut, mixed, personalised or made specifically to your requirements (unless faulty) Petrol products - for safety reasons, these must be drained of petrol and allowed to air for 48 hours prior to return. Your statutory rights are not affected How to return an item In-store returns Take your item to your nearest Toolstation store. Our staff will verify the purchase date and item condition. You can then opt for a replacement or refund (or repair if available). Collection returns We can arrange collection of an unwanted item for a fixed fee of £9. There is no fee for items that are faulty, damaged or delivered in error. Items must be suitably packaged to prevent damage in transit. What to do with excluded items For all enquiries concerning products exempt from store returns, please Contact Us for assistance – our helpful team is on hand to advise you on what options you have. Returning items delivered direct from a supplier Returning items delivered direct from a supplier Items delivered directly to you by one of our suppliers cannot be returned to Toolstation. But don't worry – it couldn't be easier to arrange a collection. Simply get in touch with our Contact Centre for this or any other enquiry about supplier-delivered items. Unsure if your item was delivered directly to you by one of our suppliers? It’s easy to find out. Just check the delivery note that came with your package, or view the product page on our website or app – all the relevant information can be found below the Delivery button. You can still return this product within 30 days. If it’s faulty, you can also arrange for a replacement (or a repair if available) within the product's warranty period. Simply Contact Us today and we'll get your collection sorted. For any enquiries about products delivered directly from our suppliers, please get in touch with our Contact Centre for assistance. One of our helpful team will advise you on the available next steps regarding collections, returns, replacements or refunds. Products sent by our suppliers will often come with specific return instructions. Please follow them to make the process as quick and easy as possible. Unwanted or non-faulty items must be returned to suppliers unused, unmarked and sealed in their original packaging. A collection fee of £9 will be charged for any unwanted, unused item being returned. There is no collection fee for items that are faulty, damaged or sent in error. Suppliers may ask for photographs prior to collection, to help them better understand the product fault or delivery damage. Pre-collection photos will also help protect you in the event of an item being damaged in transit during its return. Refunds will be processed within 14 days of the returned item being collected, and made to the original method of payment. For orders placed in store using cash or card, you’ll need to visit the store to receive your refund, once the supplier has collected and processed your returned item. We’ll contact you as soon as your refund is ready. Suppliers reserve the right not to accept the return of any items damaged due to user error, or from general wear and tear. Read more Contact Us Our repairs process Our repairs process For power tools and other products, many of our leading suppliers offer a fast and free repair service on the rare occasion an item has a manufacturing fault. Before getting in touch or visiting your store, have you tried calling our Supplier Helplines? This can often be the quickest way to resolve the issue without the need for a repair – on many occasions, problems are due to user error. If the product is eligible for repair, our staff in store can arrange this for you. Alternatively, you can Contact Us for help. We’ll get in touch with the supplier so you don’t have to – that’s why it’s so quick and easy. We may also be able to arrange the delivery of a spare or replacement part too. Any item with a ‘spanner’ icon on the product page is eligible for our supplier repair service. Repairs and returns are only carried out for free if a manufacturing fault is found. If it’s user error or general wear and tear, there may be a cost to you – that’s why we recommend trying our Supplier Helplines first. Remember to register any extended manufacturer warranty within 28 days of purchase! Please follow the manufacturer’s instructions to successfully register your warranty. We don’t directly supply spare parts for all of the products we sell. If you’ve installed your product and encounter a fault, please get in touch for help. Read more Supplier Helplines How to cancel an order Our pick-and-pack process is very quick, so often it’s not possible to cancel your order before it’s dispatched. It’s best to call us on 0330 333 3303 as soon as possible – our Contact Centre is open from 9am to 5pm, Monday to Friday. If it’s too late to cancel your order, you can still return the product using our standard returns procedure for unwanted and unused items, and claim a full refund (excluding any delivery costs). If we can cancel your order before it leaves the warehouse, we may also be able to reject the payment, so no refund is required. If it’s too late to cancel your order, you can refuse delivery to ensure it gets returned. Alternatively, you can return the product unused, unmarked and sealed in its original packaging. For items being delivered direct from the supplier, we may need to contact them to confirm whether your order can be cancelled. All order cancellations are accepted or rejected at our discretion. Contact Us Our refund process Our refund process If you’ve requested a refund for your returned item, it will be made to the payment method you used when buying it. Refunds will be processed once the item has been collected, returned and verified to check its condition. All refunds are made to the original payment method used when buying the item. Postage or collection costs are refunded for items that are faulty, damaged or sent in error. Refunds to debit and credit cards can take 3-5 working days. Refunds to PayPal can take 5-10 working days. Items collected directly by the supplier will be refunded within 14 days. If you’ve not received your refund within this time, please Contact Us for help. Read more FAQs Can I return any item to a Toolstation store? You can return the vast majority of products to a Toolstation store, but there are some exceptions. We are unable to accept in-store returns of any bespoke items that are cut, mixed, personalised or made specifically to your requirements, boilers and boiler parts, used macerators, toilets, dirty water pumps or petrol products. We are also unable to accept in-store returns for items that have been delivered directly by our suppliers. In these instances, please Contact Us for further advice. How do I know if my delivery has come direct from a supplier? Check your order confirmation email, or the delivery note that comes with your package. If an item has been shipped directly by one of our suppliers, the details can be found here. Still unsure? You can also check the product page on our website or app – the relevant information can be found below the Delivery button. One of my items is faulty. What should I do? If your item is faulty and was purchased less than 30 days ago, take it to your nearest store with its original packaging for an exchange or refund – remember to bring your receipt, invoice or order reference number too. Has the 30-day period passed? We’ll offer a repair or replacement – providing you’ve reported the fault within 12 months of purchase, and it hasn't been caused by general wear and tear. If we’re unable to repair or replace the item, we’ll issue a refund. If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you. After 12 months, your statutory rights as a consumer will continue to apply. Can’t get to your nearest store? You can Contact Us to arrange a collection. Postage charges will be refunded once the fault has been accepted. Please be aware that some products are unable to be returned to a Toolstation store. Check our Returns Information above for more details. My product is faulty but is still guaranteed by the manufacturer. What should I do? Please contact the manufacturer directly for assistance. The instructions to register and activate the guarantee will have been provided by the manufacturer when you first purchased the product. Need help finding the manufacturer’s contact details? Our list of Supplier Helplines has you covered! I've decided I don't want this product. Can I return it? Yes, as long as you've not opened or used it. You can return an item if it’s not faulty – provided it’s within 30 days of purchase (from a store) or within 30 days of delivery (from online orders). Unwanted items must be returned unused, unmarked and sealed in their original packaging, complete with any promotional items or accessories that came with it. Please be aware that some products are unable to be returned to a Toolstation store. Check our Returns Information above for more details. For any other enquiries about returns, exchanges or refunds, please Contact Us. Do I have to pay for a returned item to be collected? Only if you've changed your mind, and it’s an unwanted item. We will charge a collection fee of £9 for the return of any unwanted, unused product. There is no fee for items that are faulty, damaged or sent in error. Can you repair a faulty item? If something goes wrong with your product, we may be able to have it repaired or arrange the delivery of a spare part. Have you tried calling our Supplier Helplines? This can often be the quickest way to resolve the issue without the need for a repair. For any item displaying a ‘spanner’ icon on the product page, there is a fast and free service offered by our leading suppliers. This service can be arranged in-store or via our Contact Centre – your faulty tool will be repaired and returned to you ready to use. Using this service can often be the fastest way to get any problem put right, but be aware that it only covers certain manufacturer faults. If the issue is down to user error or general wear and tear, there may be a cost to you – that’s why we always recommended contacting the supplier first. Remember, you must register your extended product warranty with the manufacturer within 28 days of purchase! Please follow the manufacturer’s instructions to successfully register your warranty. How do I know if Toolstation will repair my item? Just keep an eye out for a ‘spanner’ icon on the product page – this means that the item is eligible for our fast and free repair service.