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Covid-19 – 19th July Update

Refund & Exchange Policy

    We offer our customers a 30 day money back guarantee. For safety reasons some items cannot be returned including PPE, boilers, toilets and used petrol products. For a full list of exceptions, please read through our returns page We apologise for any inconvenience this may cause.

The following guide covers all you need to know about cancelling orders or returning products, please note your statutory rights are not affected by this guidance.

Returning an item that is not faulty

30 Day Money Back Guarantee

We hope that you won’t need to return anything to Toolstation, but if you do, we aim to make the process quick, easy and efficient, so you can exchange or refund your purchase with confidence. Here’s some helpful points to make your returns / exchange a smooth process, please note your statutory rights are not affected by this guidance:
  • Take your unwanted, unused items to your nearest Toolstation branch in their original packaging. If your item has come direct from the supplier, please contact the contact centre using the Contact Us form
  • Bring your receipt, invoice or order reference number
  • Our staff in branch will check the items and confirm they were purchased in the last 30 days
  • An exchange can then be made or a refund issued against the original method of payment
  • Some items are marked in the catalogue or on the website as being excluded from the 30 day unwanted items return policy
  • This includes goods that are cut, mixed or made to your requirements, boilers and boiler parts, used macerators, toilets, dirty water pumps, and petrol products. We also cannot accept used petrol products, please contact the supplier directly, click supplier helplines on the After Sale Support page for contact details
Alternatively you can post your item back to our warehouse, please print off and complete the Returns form If you are unable to use the form please use the address below: Toolstation, Unit 1 Ore Lane, Geddington Rd, Corby, Northamptonshire, NN18 8ET. Original packaging and order number must be included. Our terms exclude the collection of unwanted goods.

Items delivered direct from the supplier

Unwanted items delivered directly from our suppliers can also be returned within 30 days of delivery. However, these items cannot be returned through a branch. You would need to return these items directly to the supplier, unused and in their original packaging, at your expense. You can arrange for the items to be collected, for a fixed fee of £9, by contacting our Customer Services team. The fee will be taken off your refund. Some products that are shipped direct from our suppliers may be dispatched with specific return instructions. Please contact the supplier as instructed to ensure a quick return and refund where applicable. Your refund will be processed within 14 days of contacting us. Please note, there is no charge for faulty items being collected, and you cannot return bespoke or made-to-measure items unless they are faulty. All refunds will be made using 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 branch once the supplier has collected and processed your returned item. Our Customer Service team will tell you as soon as we can provide a refund in the branch. For more details, or to arrange a return, please contact our Customer Service team using the Contact Us form .

Returning a faulty item

If an item is faulty and was purchased less than 30 days ago, please return to branch with the item and follow the returns process details above for an exchange or refund. If this 30-day period has passed, we will offer a repair or replacement provided that you report the fault within 12 months of purchase. If we are unable to repair or replace the item(s) we will provide you with a refund. After 12 months, your statutory rights as a consumer will continue to apply. For more information regarding your rights visit the Which? Consumer Rights website. Please note for faulty goods reported after 6 months you must be able to show that the fault was present when delivered to you. If you are unable to return to any of our UK stores please Contact Us. You may also return faulty items by post to our Warehouse. The address is Toolstation, Unit 1 Ore Lane, Geddington Rd, Corby, Northamptonshire, NN18 8ET. Original packaging, all accessories and order number must be included. Postage charges will be refunded once the fault has been accepted.

Items delivered direct from the supplier

As these items are delivered directly from our supplier, we are unfortunately unable to accept returns back to the branch. These items will need to be returned directly to the supplier that delivered them. You can arrange for the items to be collected by contacting our Customer Services team. We may ask for photographs of the item prior to collection, so that we can better understand the product fault. Some products that are shipped direct from our suppliers may be dispatched with specific return instructions. Please contact the supplier as instructed to ensure a quick return and refund where applicable. You will receive your refund within 14 days of your return being collected. Please note, there is no charge for faulty items being collected, and you cannot return bespoke or made-to-measure items unless they are faulty. All refunds will be made using 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 branch once the supplier has collected and processed your returned item. Our Customer Service team will tell you as soon as we can provide a refund in the branch. For more details, or to arrange a return, please contact our Customer Service team using the Contact Us form

Cancel an order

You are able to cancel your order at any time until the item leaves our warehouse for delivery. Our pick and pack process is typically very quick, so the easiest way to cancel your order is to call us as soon as possible on 0330 333 3303. We are required by law to provide this cancellation form, but you do not have to use it and you may find calling us is more convenient and quicker. If your item has not already left our warehouse, we will cancel your order and issue a full refund, including delivery charges to the credit card, debit card or PayPal account used to place your order. Your refund will be processed within 14 days of cancellation. If your item has already left our warehouse, you can still get a refund by following the returns procedure above. Items delivered direct from the supplier: As these items are delivered directly from our supplier, we may need to first contact our supplier to confirm whether your order can be cancelled. If your order is unable to be cancelled, you can still get a refund by following the above returns procedure. Please note cancellations are accepted or rejected at our discretion.

Service Promise

We want everything to be right and that you are happy. If something hasn’t quite gone to plan, let us know. Our promise to you:
  • We welcome the chance to put things right
  • We promise to listen and to do our best to resolve with you
  • Our customer care team will look after you, with a named Care Executive assigned to liaise with you until it is resolved
  • We will acknowledge your concern immediately.
  • We will investigate and aim to provide you with a full response within two working days. Where further investigation is required this may take a little longer and we will keep you updated throughout
  • What we learn from concerns shared with us will be reviewed for our future ways of working
Ways to contact: Call dedicated Care number: 0300 600 6061

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