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Refund Policy


Unwanted Goods

(1)    Introduction
Here at Toolsrus.co.uk we want our customers to be totally satisfied with their purchases.
If for some reason your goods are unsuitable, you can return them for an exchange or refund.
This policy does not affect any statutory rights you may have, such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000.

(2)    Returns
We have some simple requirements for you to comply with when returning goods to Toolsrus.co.uk, you will be entitled to a refund or exchange if the goods are returned to us where:
(a)    We receive the returned product within 7 days following the date of receipt of the goods;
(b) The returned product is unused, in its original unopened packaging, with any labels still attached, with any freebies that may have been included and otherwise in a condition enabling us to sell the product as new;
(c)    You comply with the returns procedure set out below;
(d) Your returned goods should be accompanied with a proof of purchase, your name, address, telephone number and order reference number (this will be on your invoice)
(e) Special orders (non-stocked items), if accepted for return, may incur a manufactures re-stocking charge, this cost will be passed on to the customer.

(3)    Returns Procedure
In order to take advantage of your rights under this returns policy, you must;
(a) Contact our customer services via telephone or email before returning a product, where you will obtain the necessary returns reference, Tel: 0845 154 7299 Email: info@isdtelford.co.uk
(b) Your returned goods should be accompanied with a proof of purchase, your name, address, phone number and an order reference number (this will be on your invoice);
(c) We recommend returning the goods by a recorded tracking delivery service, as we cannot be held responsible for non-receipt of your goods. We do not accept proof of posting as confirmation of delivery. Please return the goods to the company address below.

(4)    Exclusions
The following products may not be returned under this policy:
(a)    Goods which have been specially purchased or made to specification by the company to meet customers requirements;
(b)    Gift vouchers;
(c)    Any product that is liable to deteriorate within the period set out in Section 2.

(5)    Refunds
We will send you a refund for the products if properly returned by you in accordance with the terms of this returns policy, excluding the original delivery charges and the cost of returning the product to us.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase, but we reserve the right to use our discretion, and refund you via a preferred method agreed by you and Toolsrus.co.uk.
We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned products.

(6)    Improper Returns
Where you return a product in contravention of this policy (and where you do not have any other legal rights to return the product):
(a)    We will not refund or exchange the product;
(b) We may retain the returned product until you pay us such additional amounts we will charge for re-delivery of the returned product;
(c) If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you. Damaged, Faulty, Shortages or Incorrectly Supplied Item Returns Policy

(7)    Damaged Goods
Should you receive an item that is damaged, you should notify our customer services within 7 days of receipt of the item, where we can arrange a replacement to be sent to you. You may be required to return the item to us via a recorded delivery service, the cost of which will be refunded back to you on receipt of the goods. We will usually refund any money received from you using the same method originally used by you to pay for your purchase, but we reserve the right to use our discretion, and refund you via a preferred method agreed by you and Toolsrus.co.uk.

(8)    Faulty Goods

All the products we sell on Toolsrus.co.uk are new and come with a manufacturer’s warranty. Firstly you should notify our customer services where we can look into the matter and discuss whether to arrange for a repair or exchange product. You may be required to return the item to our company address via a recorded delivery service.

All faulty/damaged products are subject to testing prior to repair or
exchange. If no fault is present then we reserve the right to charge a
testing fee and to charge for return carriage.


(9)    Incorrectly Supplied Item
Should you receive an item that we have incorrectly supplied to you, please notify our customer services within 7 days of receipt of the item, where we can arrange to send you the correct product. You may be required to return the item to our company address via a recorded delivery service, the cost of which will be refunded back to you on receipt of the goods. We will usually refund any money received from you using the same method originally used by you to pay for your purchase, but we reserve the right to use our discretion, and refund you via a preferred method agreed by you and Toolsrus.co.uk.

(10)    Shortages
Should a consignment be sent to you incomplete, please contact our customer services within 3 working days upon receipt of the goods, who will be pleased to investigate the situation for you. Please be aware that items that are ‘to follow’ do not constitute shortages.

(11)    Toolsrus.co.uk Contact Details

ISD Telford
Unit 19, Heath Hill Industrial Estate,
Dawley,
Telford
Shropshire
TF4 2RH
Tel: 01952 630333
Fax: 
VAT Number: 779547168
Company Reg. Number UK: 4936346 
Email: info@isdtelford.co.uk


Toolsrus.co.uk is a wholly owned subsidiary division of ISD (Industrial Supplies Direct) Telford Ltd


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