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.

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 unused non-faulty item for an exchange or full refund, providing it’s within 30 days of purchase.


  • Items should be returned in their original packaging.

  • Non-faulty items must be returned unused and in a saleable condition.

  • Postage costs will be refunded for returned faulty products only.

  • Items must be complete with all included accessories.

  • You’ll need your receipt, invoice or order reference number for verification.


  • Some items cannot be returned under our 30-day 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

  • For used petrol products, please contact the supplier directly using the phone numbers found on our supplier helpline page

  • If your item has come direct from a supplier, it can’t be returned to a Toolstation store. Check the section further below for help on how to return items directly to suppliers.

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 an exchange, refund or repair.

Postal Returns

  • Print off and fill out our returns form with all your order details.

  • Attach the returns label to the package and ensure postage is paid.

  • Ensure all original packaging and order number(s) are included.

Collection Returns

  • We can arrange a collection of your item for a fixed fee.

  • Collection fees will be added to your refund for faulty returns only.

  • Simply contact us to arrange a collection from our carriers.

How To Return Items Delivered Direct From Our Suppliers

Was your item delivered directly to you by one of our suppliers? You can still return it within 30 days, however these items can’t be returned to a Toolstation store. You must send them directly to the supplier.


  • Products sent by our suppliers will often come with specific return instructions. Please follow them for a swift return and refund process.

  • If you’re unsure, please contact the supplier directly. Check our list of supplier helplines to find the number you need.

  • Unwanted or non-faulty items must be returned to suppliers unused and in their original packaging, at your expense.

  • Any delivery or collection fees for faulty items will be refunded to you. Bespoke or made-to-measure items can only be returned if they're faulty.

  • Suppliers may ask for photographs prior to collection, to help them better understand the product fault or delivery damage.

  • Refunds will be processed within 14 days of the returned item being collected, and made to the original method of payment.

  • For cash payments, refunds will need to be made in store once the supplier has collected and processed your returned item. We’ll contact you as soon as your refund is ready.

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.


  • All refunds are made to the original payment method used when buying the item.

  • Postage or collection costs are refunded for the return of faulty items only.

  • 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.

Our Repairs Process

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 power tools, many of our leading suppliers offer a fast and free repair service available through our stores or Customer Services. Using this service can often be the fastest way to get any problem put right.


  • Just keep an eye out for a ‘spanner’ icon on the product page – this means that the item is eligible for our repair service.

  • Power tools from top brands including Bosch, DeWalt, Festool, Hikoki, Makita and Einhell can all be repaired and returned to you.

  • Remember to register your extended power tool warranty with the manufacturer 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 contact us for help.

How To 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 our 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.

Frequently Asked Questions

How do I know if my delivery has come direct from a supplier?

What items are excluded from the 30 day ‘unwanted’ returns policy?

Can I return a petrol product?

My product is faulty but is still guaranteed by the manufacturer, what do I do?

More Help