Returns Policy

Return Guidelines

Please ensure you inspect the goods on arrival and shall within seven (7) days of delivery advise Tools.com of any alleged defect, damage or failure to comply with the description or quote for out of box failures or missing componentry etc. We will work with you to solve as many issues as possible.

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 within 7 days
  • The item is not as described at purchase or as ordered
  • The item is being returned for repair

Damaged Returns

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. We recommend if returning via Australia Post you take insurance.

Incorrect Purchase or Change of Mind

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). If used, change of mind or incorrect purchase will not apply.

A return processed due to the customer's change of mind will incur a 20% fee and the customer will be required to ship the product at your expense.

Special Order Non-stock Items

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.

Return Procedure

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 ‚Äč1300 334 894. A web portal will be available shortly.

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 7 business days. If a refund is applicable it will be processed immediately after product has been returned.

In the event of an exchange, the replacement item(s) will be sent within 14 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 this helps us identify the product when it arrives back with us that it is from you.

Refund Method

If a refund is applicable it will be processed within 7 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.

Responsibility for Return Shipping Costs

Return and exchange shipping costs will be paid by Tools.com unless the item(s) is being returned due to customer change of mind or wrong item ordered.

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Click & Collect

Click & Collect is available at Sunshine Coast stores - subject to stock availability at your selected store.
This is a free service.


  • You will receive a phone call within 30 minutes if your items are not available at your selected store
  • You will receive a phone call after 30 minutes to notify you that your purchase is ready for collection
How to CollectHow to Collect
  1. Order your goods
  2. Receive collection notification phone call
  3. Arrive at your selected store & park at the nominated Click & Collect area
  4. Call the selected store, quote your order number & let them know you have arrived to collect your order
  5. A team member will be out right away with your goods
Collection TimesCollection Times
Click & Collect Times
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