Cancellations & Returns Policy

Updated 10th October 2011

This document includes instructions and policies relating to order cancellations, lost deliveries, returns, and warranty fault items.

Cancellations

Before dispatch
If you have not received a ‘Dispatch Confirmation E-mail’ relating to the order you wish to be cancelled and the order status* is not ‘Dispatched’ or ‘Complete’, you may cancel your order at any time for a full refund including all delivery charges and applicable taxes. You must notify us in writing by letter, fax or email – see the Contact Us page.
*order status can be checked by logging into your account here and viewing your order history.
After dispatch but before delivery
If you wish to cancel an order in full after dispatch you must notify us in writing by letter, fax or email as soon as possible – see the Contact Us page. We will endeavour to have the goods redirected back to us however if the delivery agent still attempts delivery, we recommend you refuse delivery and request the item(s) be returned to sender. www.tool-net.co.uk will refund payments only to the card that has made payment. Refunds will be made within 30 days. Cancellations at this point are entitled to a full refund.

If you wish to cancel part of your order, you must accept the whole order when it is delivered and then refer to Returns below.
After dispatch and goods received
Please see the Returns section below.

Please allow up to 30 days for refunds to be processed. Refunds will only be to the original credit/debit card or account used to place the order.

Lost Deliveries

www.tool-net.co.uk will send a ‘Dispatch Confirmation E-mail’ when your goods have been given to the delivery agent and are en-route to you. If after 3 working days the goods have still not been delivered and you have had no contact from the delivery agent, please contact us quoting your order number.

If you have had a partial delivery, please check your delivery note before contacting us. We may part ship your order if a minority of the order is found to be delaying the majority.

We strongly recommend customers carefully check the delivery agent’s delivery form upon delivery and ensure they are signing for the correct number of parcels. If there is a shortage YOU MUST NOTE THE SHORTAGE on the delivery agent’s delivery form and make a note of the consignment number before informing us. In cases where goods are thought to be lost or missing but all packages have been signed for, www.tool-net.co.uk will investigate them as soon as possible within a reasonable time, endeavour to send replacements and take up your claim with the delivery agent however this cannot be guaranteed.

Missing items

Every attempt is made to ensure that your order is delivered complete and in one consignment. However frequently, orders are individualy compiled with stock from more than one location. This may mean more than one delivery needs to be made to complete your order.

Please check the contents of your order against the paperwork supplied.

If we have told you that your order is COMPLETE and it is not, or there appear to be items missing from your parcel you MUST inform us within THREE working days. Failure to inform us within three working days will mean that we will not accept liability for any shortages.

Returns

In all instances, customers wishing to return items should complete and return the Returns Material Authorisation (RMA) application form available here. Adobe Reader 7 or later will be required which is available for free download here. When your completed RMA is received back with us, an RMA number will be emailed to you. Please make sure the RMA number is clearly written on the outside of the packaging. Goods sent back without an identification number displayed on the outside may be refused and returned to sender.

I have ordered an incorrect item OR no longer want the item.
A customer may return any unwanted item(s) providing notification is sent by fax or email up to 7 working days after receipt* and it is received back in ‘As New Condition’ with all accessories, manuals, unmarked warranty cards, etc within 14 working days. ‘As New Condition’ means undamaged, with all packaging and including any special offer products, or free items associated with the item being returned.
Any item(s) not returned to us is ‘As New Condition’ may result in a claim for damage/losses being brought by www.tool-net.co.uk against the customer to recover the value of any damage/losses.
Refunds will be issued to the same card or account as used to place the order. In all circumstances where goods or orders are not faulty and free from error on our part, the customer is responsible for the direct cost of returning them to us.
www.tool-net.co.uk are unable to accept liability for goods until they reach us and therefore strongly recommend goods are well packaged and sent via an insured, traceable means such as Royal Mail Special Delivery.

*The 7 working day ‘Cooling-Off’ period runs from the day after the day on which goods are received.

** All returned goods that have not been notified within the 'Cooling Off' period described above will be subject to a 20% Re-Stocking & Handling Fee which will be deducted from the refund amount
I have received a damaged or faulty item.
In the event that any item(s) is received damaged in transit, please complete and return the RMA Form (instructions are on included on the form) or email your Order / Invoice / Delivery Note number along with part numbers, descriptions and quantities of item(s) damaged to returns@tool-net.co.uk . This must be done within a reasonable time frame. Claims made after a prolonged period will be considered on a case by case basis.

If we require the damaged item(s) to be returned to us, we will contact you to discuss a convenient time and place for our courier to collect and, if possible exchange, the damaged item(s) on the spot. Unfortunately in some cases it will be necessary for us to postpone the dispatch of replacements until the damaged item(s) have been received back and inspected. We will endeavour to keep this process as short as possible.

We do ask that you keep the damaged item(s) in the condition in which they arrived should we or our couriers wish to inspect the damage. Please do not dispose of damaged item(s) unless we authorise you to do so as claims made without evidence of damage may be unenforceable.

I have received incorrect Goods.
At www.tool-net.co.uk we process hundreds of orders every week and the odd mistake can and does happen. If you receive an incorrect item notify us using the RMA form link above or via the Contact Us page. If we require incorrectly sent item(s) to be returned to us, we will contact you to discuss a convenient time and place for our courier to collect and, if possible exchange, the incorrect item(s) on the spot. Unfortunately in some cases it will be necessary for us to postpone the dispatch of replacements until the incorrect item(s) have been received back. We will endeavour to keep this process as short as possible. We do ask that you please keep the incorrect item(s) in the condition in which they arrived. Please never dispose of incorrect item(s) unless we authorise you to do so as this is likely to hinder or even prevent us from sending replacements.

Faults under Warranty

If you suspect an item has developed a fault under warranty, please first consult the instructions or warranty documentation supplied with the item before contacting our customer service department. Please do not return suspected faulty item(s) without first consulting the us via the RMA form link above. In many cases our technicians will be able to solve problems over the phone, direct you to a local service agent or arrange for a collection and return to the manufacturer.

A majority of products found on www.tool-net.co.uk carry a manufacturer’s warranty for faulty materials and workmanship unless otherwise stated or not shown. The limit of www.tool-net.co.uk’s liability is to arrange for repair, refund or replace a faulty item as long as it is under guarantee or warranty (this does not affect your statutory rights, for further information please contact Consumer Direct on 08454 040506). In cases where we or the manufacturer require the item to be inspected, it is the responsibility of the customer to show the fault by returning the item to us or if necessary the manufacturer directly. In extreme circumstances where an exact replacement is not available, we reserve the right to replace an item with a similar product of equal or greater value while taking into account condition or depreciation.

In some cases warranties may be extended warranties which require registration or activation. This is often listed on the item’s description on our website or in the user documentation supplied with the item. If in doubt please contact us or the manufacturer directly. Unregistered products may be subject to shorter warranties.

Below are a selection of useful websites explaining manufacturer’s warranties:

Bosch – Professional Tools (Blue)
https://www.bosch-pt.com/warranty
Bosch – DIY Tools (Green)
http://www.bosch-pt.com/uk/en/hw/customerservice/index.htm
Makita
http://www.makitauk.com/index.php?page=87
Metabo
http://www.metabo.co.uk/Services-Metabo.4816.0.html
Ryobi
http://www.ryobitools.co.uk/
Hitachi
http://www.hitachi-powertools.co.uk/service.html
CK (Carl Kammerling aka CEKA)
http://www.cki.uk.com/Contact_Us/UK_form.htm
Black & Decker and DeWalt
https://service.toolcommerce.com/world/map.aspx
ITW Construction Products (Paslode, Spit, Ramset etc.)
http://www.itwcp.co.uk/Service/Services-framset.htm
Fein
http://www.fein.de/corp/uk/en/service/index.html
Trend
http://www.trendmachinery.co.uk/contact/
Senco
http://www.senco-international.com/
Birchwood
http://www.birchwoodproducts.com/
Belle
http://www.bellegroup.com/en/support/support.html
Clarke
http://www.clarkeinternational.com/service.htm
Panasonic
http://www.panasonic.com/commercial_building/power_tools/