The customer shall inspect the goods on delivery and shall within three (3) days of delivery notify Tools.com of any alleged defect, damage or failure to comply with the description or quote. If the customer fails to comply with these guidelines, the goods shall be conclusively presumed to be in accordance with the terms and conditions and free from any defect or damage. Tools.com will cover shipping expenses for any return that complies with these guidelines.
Goods must be returned in the same condition they are received. Goods will not be eligible for return if there is any further damage, marking or engraving on the item. We do not accept returns for Spare Parts.
A return can be made if:
- The item is received damaged
- The item is not as described at purchase
- The item is being returned for repair
During checkout we offer shipping insurance to cover goods that are lost or damaged during transit. Tools.com is not responsible for any loss or damage during transit if the customer has not paid for shipping insurance.
If an incorrect purchase was made by the customer and the product is unwanted we will be happy to accept a return so long as it is within 14 days of purchase and the product is unused, in brand new condition and in its original packaging(if any).
A return processed due to the customer's fault will incur a 20% re-stocking fee and the customer will be required to ship the product at their expense.
Please be careful when purchasing special order non-stock items(ie. direct from supplier products, heavy equipment, etc.) these items may be exempt from the Returns Policy. Please contact support if you're unsure about the status of your item.
If your order complies with the above guidelines and you wish to request a refund or product exchange, please contact the Tools.com Customer Service Department by calling 1300 334 894.
After organising the return of the item(s) you will be emailed a return label, then you will send the parcel using the return label at closest Australia Post depot. If the return is due to an incorrect purchase you will be required to take our delivery address and ship the product at your expense.
Once the item(s) has been received a Customer Service Representative will make contact and action the return within 2 business days. If a refund is applicable it will be processed immediately after contact has been made.
In the event of an exchange, the replacement item(s) will be sent within 2 business days of receipt of the original item(s).
Important - When returning an item you must include a copy of your invoice along with a note for reason of the return.
If a refund is applicable it will be processed within 2 business days of receiving the returned item. The refund will be processed through bank transfer, credit card refund, or PayPal refund depending on how you made your purchase.
All refunds being processed via Paypal will be less any fee levied by Paypal unless the refund is due to the fault of Tools.com. This aligns with Paypals Fee Refund Policy and the fee amount will vary according to the Paypal Terms & Conditions.
Return and exchange shipping costs will be paid by Tools.com unless the item(s) is being returned due to customer error.