Toolstation Return Policy: 30-Day Money Back Guarantee Explained

Toolstation keeps returns fairly simple: most items are covered by a 30-day money back guarantee, and faulty products are supported for up to 12 months. The exact rules depend on whether the item is unwanted or faulty, whether it came from a supplier, and what type of product it is.

This guide walks you through the key parts of the Toolstation return policy in the UK so you know what you can take back, how, and when.

Key Points at a Glance

30-day money back guarantee: Most items can be returned within 30 days for a refund or exchange.
Condition: Unwanted items must be unused, unmarked, sealed and in original packaging, with all accessories.
Where to return: Most items can be taken to a Toolstation store; some must go back via the supplier.
Collection fee: Unwanted items can be collected for a £9 fee; faulty/damaged items are collected free.
Faulty items: Refund or exchange within 30 days; repair or replacement (and then refund if needed) up to 12 months.
Supplier-delivered items: Still returnable within 30 days, but you must arrange collection through Toolstation’s Contact Centre.
Refund timing: Supplier returns are refunded within about 14 days of collection; card refunds usually take 3–5 working days to show.

The 30-Day Money Back Guarantee

Toolstation offers a 30-Day Money Back Guarantee on most products. Within 30 days of receiving (online) or buying (in store) an item, you can return it if:

It’s unwanted but unused, or
It’s faulty due to a manufacturer issue.

For change-of-mind returns (unwanted items), Toolstation expects:

The product is unused and unmarked.
It’s in its original, sealed packaging.
All accessories, manuals and any promotional items are included.
You can provide proof of purchase (receipt, invoice or order reference).

If those conditions are met, you can usually choose an exchange or a full refund for the item price. Postage or collection costs are only refunded if the item is faulty, damaged or sent in error.

What Counts as “Unused” and Saleable?

For the 30-day guarantee, Toolstation needs to be able to put the product back on the shelf as new. That means:

No signs of use on tools or accessories (no dust, no wear, no marks).
No missing parts, fixings or manuals.
Original packaging intact and in reasonable condition.
Any tamper or hygiene seals still in place, where relevant.

If the product or packaging has been “handled excessively”, Toolstation reserves the right to reduce the refund amount. That’s more likely to apply where an item has been opened and used rather than just inspected.

How to Return an Item

1. In-Store Returns

Take your item to your nearest Toolstation store.
Bring proof of purchase – your receipt, invoice or order number.
Staff will check:
- When it was bought or delivered (within 30 days for change of mind), and
- Its condition (unused for unwanted items).
If everything is fine, you can choose a refund, exchange or, where appropriate, a repair.

Store returns are often the easiest route if there’s a branch nearby and the item isn’t one of the excluded categories.

2. Collection Returns

When you can’t get to a store, Toolstation can arrange a collection:

Unwanted items: A £9 collection fee is charged for any unwanted, unused products.
Faulty, damaged or sent in error: No collection fee – collection is free.
Items must be suitably packaged to prevent damage in transit.

Collections are arranged through the Contact Centre. Once the goods have been collected and checked, your refund is processed to the original payment method.

Items Delivered Direct from a Supplier

Some products are shipped straight from Toolstation’s suppliers. These items:

Cannot be returned to Toolstation stores.
Must be returned by arranging a collection via the Contact Centre.
Are still covered by the 30-day window for refunds on unwanted items, as long as they are unused and sealed.

For supplier-delivered products:

Check your delivery note or the product page on the website/app (below the “Delivery” button) to see if an item came straight from a supplier.
Unwanted items must be returned unused, unmarked and sealed in original packaging.
A £9 collection fee is charged for unwanted supplier-delivered items.
No collection fee applies for faulty, damaged or incorrect supplier items.
Suppliers may ask for photos before collection to confirm faults and protect you if damage occurs in transit.
Refunds for supplier-collected items are normally processed within 14 days of collection.

If the order was placed in store and paid for in cash or card, you’ll usually need to go back to the store for the refund once the supplier confirms the return is complete.

Excluded or Restricted Items

A small number of product types are excluded from the standard 30-day store return route (unless faulty). These include:

Boilers and boiler parts
Used macerators
Toilets
Dirty water pumps
Bespoke items that are cut, mixed, personalised or made to your specification (unless faulty)
Petrol products – these must be drained of fuel and left to air for 48 hours before return, for safety reasons

For any excluded items, Toolstation asks that you contact them first so they can explain the options you have for returns, repairs or replacements.

Faulty, Damaged or Incorrect Items

Faulty items are treated differently from simple “change of mind” returns.

If your item is faulty within 30 days:
- Take it to your nearest store with its original packaging and proof of purchase.
- Toolstation will normally offer an exchange or refund.
If the fault is reported after 30 days but within 12 months:
- Toolstation will aim to repair or replace the item.
- If they can’t repair or replace, they’ll usually issue a refund.
If a product or its packaging has been handled more than reasonably necessary, Toolstation may reduce any refund.
After 12 months, your standard consumer rights still apply, but you may be directed to the manufacturer’s warranty or helpline.

Many power tools and other products have a free repair service via the manufacturer for qualifying faults. Items showing a small “spanner” icon on the product page are eligible for this service.

How to Cancel an Order

Toolstation’s pick-and-pack process is quick, so cancelling before dispatch isn’t always possible.

Call the Contact Centre as soon as you can – if they stop the order before it leaves the warehouse, they may be able to block the payment and avoid a refund step.
If it’s too late to cancel:
- You can refuse the delivery so it goes back automatically, or
- Accept the delivery, then return the product unused and sealed under the normal 30-day procedure.
For supplier-delivered items, Toolstation may have to check with the supplier to see whether cancellation is possible before dispatch.
All cancellations are ultimately accepted or refused at Toolstation’s discretion, so acting quickly is important.

Refund Process & Timelines

Once Toolstation has your returned item and has checked it, refunds are:

Made to the original payment method (card, PayPal, etc.).
Processed after the item is collected, returned and verified.
Refunds to debit and credit cards typically show within 3–5 working days.
Refunds to PayPal typically take 5–10 working days.
For items collected by suppliers, refunds are processed within about 14 days of collection.
Postage or collection costs are refunded only where items are faulty, damaged or sent in error.

If you don’t see your refund within those timeframes, Toolstation suggests getting in touch so they can check what’s happened.

Quick FAQ: Toolstation Returns

How long do I have to return an item?
Normally 30 days from store purchase or from delivery for online orders, as long as the item is unused and saleable.
Can I return any item to a Toolstation store?
Most items, yes. But you cannot return supplier-delivered goods, boilers and boiler parts, used macerators, toilets, dirty water pumps, bespoke items or petrol products in store. Contact customer services for those.
Do I have to pay for collection?
Only for unwanted items – there’s usually a £9 collection fee. Faulty, damaged or incorrect items are collected free of charge.
What if my item is faulty after 30 days?
If the fault is reported within 12 months, Toolstation will usually try to repair or replace it. If that’s not possible, they’ll issue a refund.
Can I return something I’ve opened?
For change-of-mind returns, items should be unused, unmarked and sealed. If you’ve used the product and it’s faulty, it will be assessed under the faulty-goods process instead.
Are my legal rights affected?
No. The 30-day money back guarantee and Toolstation’s repair processes are in addition to your normal consumer rights under UK law.

Summary

Toolstation’s policy boils down to this: 30 days for unwanted items if they’re unused and in original packaging, up to 12 months of support for genuine faults, and clear routes for in-store and supplier-delivered returns. Keep your receipt or order number, keep items in good condition until you’re sure you’re keeping them, and use the Contact Centre if a product came direct from a supplier. Follow those simple steps, and returning to Toolstation is usually straightforward.