Policies

Crystal mark 19889

Terms of Business

We are Toolstation Ltd, a company registered in England with registration number 04372131. Our registered address is Lodge Way House, Lodge Way, Harlestone Road, Northampton, NN5 7UG. When you (the person named on the order) place an order with us, we will do business with you under the following terms.
  1. Prices

    We offer goods for sale through: Our prices may change and printed material such as catalogues or advertisements will always show our best prices at the time of printing. During the period the catalogue is valid, we may offer things at a lower price. This could be a special offer or just an everyday price cut. Our website will always show one price, the lowest price we have. If you order from a catalogue which quotes a higher price, we will process your order at the lower price. We will always use the lowest price we are quoting at the time that your order is processed and this will never be more than the valid prices published in our catalogue.
  2. VAT

    The prices we quote always include VAT at the relevant rate. We are part of the Travis Perkins Group and our shared VAT number is GB 408 556 737.
  3. Payment

    We offer all our goods on a payment-with-order basis. This means you must pay us when you place the order. We can take payment by most credit cards and debit cards. Our branches also accept cash. We will only accept your order if we receive the payment in full. We provide credit accounts to a limited number of schools, local authorities and government-funded establishments under separate terms of business.
  4. Sending you the goods

    We will normally send you your goods on the same working day, as long as we receive your order before 7pm (Sunday 4pm).

    Items delivered direct from the supplier

    How long it takes for these items to be delivered (lead times) are shown in our catalogue and on our website, next to the information specific to the items. Lead times are always advertised in working days (Monday to Friday) and depend on the supplier and type of product. Items that are delivered direct from a supplier cannot be delivered at the weekend.

    If your order contains items stocked by us and items that come direct from the supplier, your order will be automatically split and processed accordingly.

    We will pass the details you give us, including delivery details, your email address and your phone number, to the relevant supplier.

  5. Delivery

    We will deliver your order to any address in the UK. For standard delivery, we use a national carrier and in most cases you will receive your goods on the next working day. If you live in a remote area or the carrier finds your address more difficult to find, your delivery may take a little longer. With some of the more remote areas such as the Highlands of Scotland, delivery can take several days. If a quicker delivery is important, you may choose one of our premium delivery options. Whether these options are available will depend on where you are and, in some cases, the time of day. We will confirm this with you at the time you place your order. If you order by post and ask for a delivery option that is not available to your address, we will not charge you for it.

    Items delivered direct from the supplier

    Unwanted items delivered direct 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 direct 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.

    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 direct 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 branch.

    For more details, or to arrange a return, please contact our Customer Service team.

    Email: info@toolstation.com

    Freephone: 0808 100 7211

    Mobile friendly: 0330 333 3303

  6. Receiving orders

    Unless we have your written authorisation, we will always need an authorised signature when delivering goods to you.
  7. Availability

    We aim to keep enough stock so that we never run out. However, at times when there is unexpectedly high demand, we may unfortunately run out. If this happens, we may delay sending out your order for a couple of days while we get new stock. If you have chosen a premium delivery option, or we are expecting a longer delay, we will use the information you have given with your order to let you know about our progress. You may contact us at any time to check on the progress of your order.
  8. Cancellation

    You can cancel your order at any time. Due to our fast delivery service, as soon as your order is placed we will start to fulfil. Please add the details on the contact form here to cancel your transaction and then return the item[s] to us. 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 or by refusing the delivery when it arrives. We will then process the refund within 14 days. 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 returns procedure set out below. Please note cancellations are accepted or rejected at our discretion.
  9. Unwanted goods 30-day refund

    We hope that you never need to return anything to us, however should you need to, we aim to make it as simple as possible for you to exchange or refund your purchase with our 30 day money back guarantee. All you need to do is:
    • For quick and easy returns take your unwanted or faulty item(s) to your nearest Toolstation branch, or you can use our downloadable Returns form
    • If your item is unwanted and not faulty, please make sure that it is unused and in a sealable condition complete with its original packaging, alongside any promotional items associated with the purchase.
    • IPlease remember to bring your receipt, invoice or order reference number to your local store to help speed things up.
    • We will check the items to confirm they were purchased in the last 30 days.
    • We can then offer an exchange, a system credit or issue a refund against the original method of payment.
    • If your product was delivered directly by the manufacturer, please see our Approved Supplier FAQs for further detail. Please visit www.toolstation.com and use the Contact Us form to request the correct return address. 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.
    • You will receive your refund within 14 days of your return being collected. Please note, there is no charge for faulty items being collected
    Please note: 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, and boilers/boiler parts. Used macerators, toilets, dirty water pumps, and petrol products.We also cannot accept used petrol products, please contact the supplier direct, click supplier helplines on the After Sale Support page for contact details.


    Items delivered direct from the supplier

    Unwanted items delivered direct 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 direct 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.

    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 direct 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 branch.

    For more details, or to arrange a return, please contact our Customer Service team.

    Email: info@toolstation.com

    Freephone: 0808 100 7211

    Mobile friendly: 0330 333 3303

  10. Quality assurance

    If any of the goods we supply fail to perform satisfactorily due to faulty materials or workmanship, contact us at any time and we will work with you to deal with the problem. This may involve a repair, providing a replacement product or giving you a full or partial refund. Your rights, defined in the Consumer Rights Act 2015, are not affected by these terms.
  11. Our mistakes

    We are constantly updating our products, prices and offers. We are confident of our technology and staff but we realise that we sometimes may make mistakes. If we offer goods for sale incorrectly, we will always try to honour our offer. There may be rare circumstances where it is not possible for us to do this. In these cases, we will contact you and explain the situation. If we cannot sort out the matter fairly with you, we can refuse your order and refund any payment you may have made.
  12. Unexpected circumstances

    If things like strikes, wars, acts of terrorism or even small things like power cuts interfere with our business with you, we will do our best to keep things going. However, we will not be legally responsible to you for any failure which is due to these unexpected circumstances or any other situation outside our control.
  13. Age restrictions

    Age restrictions apply to some goods we supply. By ordering these goods, you are confirming that you are over 18 and that the person receiving the delivery, or collecting the goods, is also over 18. We will carry out age checks for all orders containing age-restricted items, and you may need to provide official documents as proof of age (either in person or by email, fax or post). We can cancel your order for age-restricted items if we have good reason to believe you do not meet the relevant age restriction.
  14. Legal responsibility

    Nothing in these terms of business should affect your legal rights or limit our legal responsibility for death, personal injury or fraudulent misrepresentation resulting from our negligence, or any other liability which we cannot limit or exclude by law. (This includes our legal responsibility under section 2(3) of the Consumer Protection Act 1987.) We will not compensate for delivery delays or failures that are outside our control unless you have asked us for a premium delivery option. In these circumstances, we will limit what we pay you to a refund of the delivery charges you have paid. We will not be legally responsible to you for any losses which both we and you could not expect at the time you bought the goods. If you are a trade customer, we will not be legally responsible to you for any business losses.
  15. Law

    These terms of business will be governed by English law. Any disputes will be dealt with by the English courts.
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