Customer Services

After Sales Support

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.

CUSTOMER SERVICE

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Cancelling an order

Returning an item other than faulty

Faulty Goods

Supplier Helplines

Cancelling an order

1. Your statutory rights

Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, you have the right to cancel any order you make via the Toolstation website and to obtain a full refund, from the moment you place your order up to 14 days after you receive your goods. For more information regarding your rights visit the Which? Consumer Rights website.

2. Our cancellation process

If you want to cancel your order, you can do so at any time until we send it out. We normally pack and send out orders very quickly so if you want to cancel your order, please call us on Freephone 0808 100 7211 as soon as possible. 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. If we have not already sent the goods out, 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. We will make the refund as soon as possible and within 14 days of cancellation. If we have sent the goods before you cancel your order, you can still get a refund by following the returns procedure set out below.

Returning an item other than faulty

1. Your statutory rights

Under the Consumer Contracts Regulations, you may return goods and obtain a full refund, provided you notify Toolstation of your intention to do so within 14 days of the date of receipt by you. You will then have a further 14 days to return the goods from this notification date. We will aim to send you a full refund within 14 days of receiving the goods from you. For more information regarding your rights visit the Which? Consumer Rights website.

2. 30 Day Money Back Guarantee

Within 30 days of receipt, any unused item can be returned at your expense for a full refund. Bring it to any of our UK branches, or contact our customer service team on info@toolstation.com, Freephone 0808 100 7211 or Mobile Friendly 0330 333 3303 for advice. Original packaging, all accessories and order number must be included. Our terms exclude the collection of unwanted goods.

Items delivered direct from the supplier - these items cannot be returned to branch. To return these items please call or email our customer service team on info@toolstation.com, Freephone 0808 100 7211 or Mobile Friendly 0330 333 3303 to arrange for the item to be collected.

Faulty Goods

1. Your statutory rights

Under the Consumer Rights Act 2015, if any goods delivered to you are faulty or unfit for purpose, provided you notify us within the first 30 days of purchase, you are entitled to a full refund or, if you prefer, exchange or replace your product.

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.

2. Our returns procedure for faulty goods

You can contact us at any time and we will work with you to deal with the problem as quickly as possible. This may involve a repair, providing a replacement product or giving you a full or partial refund. Click here for our full terms of business.

Supplier Helplines

These major suppliers provide product warranty backed with technical advice, repair and return services:

Bedec PaintsHelpline01279 876657BoschHelpline0844 736 0109 CrownHelpline0870 240 1127 Draper Expert ToolsHelpline023 8049 4344 DevaHelpline0800 195 1602 EarlexHelpline01483 454666 EinhellHelpline0151 649 1500 Fischer FixingsHelpline01491 827920 Flag PaintsHelpline01621 785173 GMCHelpline0345 850 0662 GreenworksHelpline01793 333 212 KarcherHelpline01295 752200 Leyland PaintsHelpline01924 354100MexcoHelpline0845 602 4274 MilwaukeeHelpline0800 389 0305 RonsealHelpline0114 240 9469 RustinsHelpline020 8450 4666 SilverlineHelpline0330 123 3722 Salamander PumpsHelpline0845 129 5010 SanifloHelpline0845 765 0011 SIPHelpline01509 500400 SparkyHelpline0844 693 3305 SwannHelpline020 3027 0979 Stuart TurnerHelpline0844 980 0097 TritonHelpline0345 609 0299 UnikaHelpline0191 259 7876 WasteMaidHelpline01483 572294 WernerHelpline01773 525 730