At ToolMax Store, we stand behind the quality of our professional-grade power tools. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for our trade customers.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Items must be unused and in original packaging with all tags and accessories
  • Returns must be initiated within 15 days of receiving your order
  • A valid proof of purchase is required

Important Note:

For safety and hygiene reasons, personal protective equipment (PPE) and consumable items (blades, bits, abrasives) are non-returnable unless faulty. All power tools must be returned with their original protective packaging intact.

Returns Process

  1. Request Authorization: Email our customer service team at [email protected] with your order number and reason for return
  2. Receive RMA: We’ll send you a Return Merchandise Authorization (RMA) number and return instructions
  3. Package Securely: Repack the item in its original packaging with all accessories
  4. Ship Back: Send the package to our warehouse using a trackable shipping method
  5. Inspection: We’ll inspect the returned item upon receipt (typically within 3-5 business days)
  6. Processing: Once approved, we’ll process your refund or exchange

Exchanges Process

For exchanges (size, color, or model changes):

  1. Follow the same initial steps as the returns process
  2. Clearly state in your email that you’re requesting an exchange and specify the replacement item
  3. We’ll ship the replacement once we receive your return (shipping charges may apply)

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost returns.

Refund Timeline & Methods

Refunds will be processed within 5-7 business days after we receive and inspect your return. The refund will be issued to your original payment method:

  • Credit/Debit Cards: 3-10 business days depending on your bank
  • PayPal: Typically within 24 hours of processing

Note that shipping fees are non-refundable unless the return is due to our error.

Damaged or Defective Items

If you receive a damaged or defective professional tool:

  1. Contact us immediately at [email protected] with photos of the damage/defect
  2. We’ll arrange for a replacement or refund at no additional cost to you
  3. In some cases, we may request return of the defective item for quality control purposes

Return Request Template

Use this template when requesting a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear ToolMax Store Team, I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number] placed on [Order Date]). Product Details: – Item Name: [Product Name] – Item Number/SKU: [If available] – Reason for Return: [Please specify] [For exchanges only:] I would like to exchange this item for: [New Product Details] Please advise on the next steps for processing this request. Best regards, [Your Full Name] [Your Contact Number] [Your Email Address]

Contact Us

For any questions about our returns policy or to initiate a return:

Email: [email protected]
Phone: [Your Contact Number]
Business Hours: Monday-Friday, 8:00 AM – 5:00 PM GMT

ToolMax Store
12 Stoney Ln, Winchester, GB CH8N 8XW