Terms and Conditions

We offer goods for sale through:

• Our website, www.toolstation.com;
• Our mobile app, ‘Toolstation’;
• Our catalogue; and
• Our stores.

Our prices may change from time to time. Our website and mobile app will always show our latest, real-time pricing and our printed materials such as catalogues or advertisements, will show our prices at the time of printing. If you order from a catalogue which quotes a different price to that on the website or mobile app, we will endeavour to highlight any price changes to you at the point of order. For any mistakes in pricing, please refer to clause 10.

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.

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 stores 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.

We will normally send you your goods on the same working day, as long as we receive your order before 9pm and 5pm Sunday.

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.

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.

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

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.

To cancel your order, contact us as soon as possible. Once the order has started processing, you may no longer cancel it. Due to our fast delivery service, as soon as your order is placed we will start to fulfil. 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.

Bespoke items that are cut, mixed, personalised or made specifically to your requirements cannot be cancelled or returned if you change your mind.

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 our Returns procedure. Please note - cancellations are accepted or rejected at our discretion.

We hope you’ll never need to return anything to us. But if you do, we want to make the process quick and easy with our 30-Day Money Back Guarantee – so you can exchange or refund your purchase with confidence.

We offer this guarantee on most products to give you complete peace of mind – you can return a faulty or unwanted, unused item for an exchange or full refund, providing it’s within 30 days of receipt.
 

• Unwanted items must be returned unused, unmarked and in original packaging.
• Items must be returned complete with all included accessories.
• Proof of purchase may be required for verification.
• Faulty items may be refunded, replaced or repaired (where available) after purchase – manufacturer faults only.
• Postage costs are only refunded for items that are faulty, damaged or sent in error.
• Your statutory rights are not affected.

Exceptions

Some items are excluded and cannot be returned to Toolstation under our 30-Day Money Back Guarantee policy. These can include:

• Boilers and boiler parts
• Used macerators
• Toilets
• Dirty water pumps
• Petrol products
• Bespoke items that are cut, mixed, personalised or made specifically to your requirements (unless faulty)

Please check our Returns policy for full details on what to do next with faulty, unwanted or excluded items.

Items delivered direct from the supplier

Items delivered directly to you by one of our suppliers cannot be returned to Toolstation. But don't worry – it couldn't be easier to arrange a collection. Simply get in touch with us to arrange this, or any other enquiry about supplier-delivered items.

Unsure if your item was delivered directly to you by one of our suppliers? It’s easy to find out. Just check the delivery note that came with your package, or view the product page on our website or app – all the relevant information can be found below the Delivery button.

You can still return this product within 30 days. If it’s faulty, you can also arrange for a replacement (or a repair if available) within the product's warranty period. Simply Contact Us today and we'll get your collection sorted.

Please check our Returns policy for full details on what to do next with items delivered directly by suppliers.

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.

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.

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.

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 through our third party partners ‘Verify My Age’.

We can cancel your order for age-restricted items if we have good reason to believe you do not meet the relevant age restriction.

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.

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