Help & Contact

After Sales Support

Returning an item that is not faulty

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.

To make your returns or exchange process as smooth as possible, just follow these simple steps (your statutory rights are not affected):

  • Take your unwanted, unused item to your nearest Toolstation store in its original packaging. If your item has come direct from the supplier, see below
  • Bring your receipt, invoice or order reference number with you
  • Our staff will check the item and confirm it was purchased within the last 30 days
  • An exchange can then be made, or a refund issued against the original method of payment

Remember that some items are excluded from our 30-day unwanted items return policy. These include goods that are cut, mixed or made to your requirements, boilers and boiler parts, used macerators, toilets, dirty water pumps and petrol products.

For used petrol products, please contact the supplier directly – check Supplier Helplines on our After Sales Support page for contact details.

Can’t get to a store? You can also post your item back to our warehouse (original packaging and order number must be included). Print off and complete this Returns Form to return your item to the address below:

Toolstation
Unit 1 Ore Lane
Geddington Road
Corby
Northamptonshire
NN18 8ET

If you would prefer our customer services team to arrange the return, please Contact Us – we can book in a collection for a fixed fee of £9, which will be deducted from your refund.

Items delivered direct from the supplier

Unwanted items delivered directly by our suppliers can also be returned within 30 days of delivery. However, these items can’t be returned to a store. You’ll need to return these items directly to the supplier, unused and in their original packaging, at your expense.

Our customer services team can help you arrange for the items to be collected, for a fixed fee of £9 – this fee will be taken off your refund.

Some products shipped direct from our suppliers may include specific return instructions. If so, please follow these steps as instructed to ensure a quick return and refund process.

There is no charge for the collection of faulty items, and you can’t return bespoke or made-to-measure items unless they are faulty.

Your refund will be processed within 14 days of the returned item being collected. All refunds will be made to the method of payment you used.

If an item delivered directly from a supplier was paid for in cash, refunds will need to be made in store once the supplier has collected and processed your returned item. Our customer services team will contact you as soon as we can provide a refund at your chosen store.

For any other enquiries about returns, exchanges or refunds, please Contact Us.

Returning a faulty item

If your item is faulty and was purchased less than 30 days ago, take it to your nearest store in 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 – provided you’ve reported the fault within 12 months of purchase. For faulty goods reported after six months, you must be able to show that the fault was present when delivered to you.

If we’re unable to repair or replace the item, we’ll issue a refund. After 12 months, your statutory rights as a consumer will continue to apply.

If you can’t get to your nearest store, you can print off our Returns Form and send us your faulty item by post to the address below. Original packaging, all accessories and order number must be included. Postage charges will be refunded once the fault has been accepted.

Toolstation
Unit 1 Ore Lane
Geddington Road
Corby
Northamptonshire
NN18 8ET

Items delivered direct from the supplier

Our stores can’t accept returns of faulty items delivered directly from a supplier. These items must be returned to the supplier that delivered them.

Some of these products may be dispatched with specific return instructions. If so, follow the steps as instructed to ensure a quick return and refund process. If not, our customer services team can help with arranging for your item to be collected.

We may ask for photographs prior to collection, to help us better understand the product fault. There is no charge for the collection of faulty items, and you can’t return bespoke or made-to-measure items unless they are faulty.

Your refund will be processed within 14 days of contacting us. All refunds will be made to the method of payment you used.

If an item delivered directly from a supplier was paid for in cash, refunds will need to be made in store once the supplier has collected and processed your returned item. Our customer services team will contact you as soon as we can provide a refund at your chosen store.

For any other enquiries about returns, exchanges or refunds, please Contact Us.

Cancel an order

You can cancel your order at any time before it’s dispatched. Our pick-and-pack process is very quick, so 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. Alternatively, you can use this Cancellation Form.

If we can cancel your order before it leaves the warehouse, a full refund including delivery charges will be made to your original payment method within 14 days of cancellation. If it’s too late to cancel your order, you can still return the unused item using our returns procedure.

For items being delivered direct from the supplier, we may need to contact them to confirm whether your order can be cancelled. All cancellations are accepted or rejected at our discretion.

Service Promise

We want everything to be right, and you to be happy. If something hasn’t quite gone to plan, please let us know. Our promises to you:

  • We welcome the chance to put things right
  • We’ll always listen, and do our best to resolve your issue
  • We’ll acknowledge your concern immediately
  • You’ll get your own customer care agent assigned to your case to help
  • We’ll investigate quickly and aim to give you a full response within two working days
  • You’ll always be kept updated if further investigation is required
  • We’ll learn from any concerns shared with us to further improve the way we work

Supplier Helplines

Aeon / UltraheatHelpline01908 272447

ArlbergHelpline01276 605 800

Armitage ShanksHelpline08701 296085

Barlo Helpline01633 657 000

Bauker Helpline0207 022 8801

Baxi Helpline0330 678 0917

Bedec PaintsHelpline01279 876657

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Briton Helpline0800 834 102

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DevaHelpline0800 195 1602

DeWalt ToolsHelpline01753 567 055

DimplexHelpline0344 879 3588

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EinhellHelpline0151 649 1500

FestoolHelpline01284 760 791

Fischer FixingsHelpline01491 827920

Flag PaintsHelpline01621 785173

Forest GardenHelpline0333 321 3142

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Ideal StandardHelpline0870 129 6085

John GuestHelpline01895 425 333

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Leyland PaintsHelpline01924 354100

MapeiHelpline0121 508 6970

Mercia Garden ProductsHelpline01636 821215

MeridianHelpline0208 983 8135

Merlyn NixHelpline0808 101 1429

Mermaid PanelsHelpline01738 634455

MetaboHelpline02380 732 000

MethvenHelpline0800 195 1602

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SilverlineHelpline0330 123 3722

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WernerHelpline01621 745 900

WorxHelpline0345 2029 679

Worcester BoschHelpline0330 162 3574

YaleHelpline01902 364 606

ZipperHelpline01484 400 488

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