Tool Kit Depot will happily assist customers who wish to return or exchange goods purchased from any of our stores across Australia or online. Our returns policy is in addition to your rights under the Australian Consumer Law.
Easy Returns - Simply keep your receipt
Change of mind returns/exchanges
We are pleased to offer change of mind returns or exchanges.
With a receipt or tax invoice:
We can provide a refund.
All returned goods must be unused, in original packaging and in saleable condition
Receipts and tax invoices must be valid and intact
All refunds will be provided back in the original tender. Cheques will be refunded as cash (once bank processing of the cheque has occurred) and credit card refunds must be processed back onto a credit card.
Note: A credit card must be present to receive a refund.
Without proof of purchase
We will record your proof of identification (eg drivers' license) when processing returns without proof of purchase. Without this, we may not be able to accept your return.
We can provide an exchange voucher or an exchange for 'like' goods
All goods for exchange must be unused, in original packaging and in saleable condition
Exchange vouchers are valid from time of issue and are redeemable at any store. These vouchers are not redeemable for cash or Gift Cards.
Returns can be made in-store or over the phone. Goods purchased using PayPal must be returned via the original payment method. If for any reason the system declines the return, an alternative tender will be offered.
Zip and OpenPay
Goods purchased using Zip and OpenPay must be returned via the original payment method. If for any reason the system declines the return, an alternative tender will be offered.
Trade account returns/exchanges
If you're an account customer and presenting goods for return or exchange, a copy of the original invoice must be presented in-store along with the goods to arrange an account credit.
Commercial quantities are not generally available for change of mind returns or exchanges.
Online purchases can be returned either in-store with the tax invoice or by contacting our Customer Support team at email@example.com.
Unfortunately we cannot offer a change of mind refund or exchange on the following items:
- Custom-made products
- Any product/s specifically cut to size at your request
- Special Orders
- These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure.
We will accept product returns and provide you with a replacement, refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match its sample or description.
We recommend you retain your receipt, as we may require proof that you purchased the product from us. Our Team will be able to advise you whether a refund, exchange, repair or replacement is available, and may record your proof of identification when processing a return without proof of purchase.
Returns Policy – FAQ’s
At TKD, we want you to love your tools. If you’re unhappy or have purchased an incorrect item, we would be happy to accept a return within thirty (30) days of your original purchase date with your choice of:
- Online or in-store credit for the value of purchase; or
- Full refund to original method of payment
Your return must be in resalable condition and must be able to provide a valid proof of purchase to be eligible for return.
How do I return my item?
You’re welcome to return your item at any of our TKD stores (locations found here https://toolkitdepot.com.au/store_locator/or reach out to our team at firstname.lastname@example.org to request a shipping return label. This shipping return label will allow you to take your item into your local Australia Post to return to us at no cost to you. At this time we are not able to provide free return labels for big & bulky or oversized items (items over 22kg).
What if my item is big and bulky?
Aside from the option to return to one of our TKD stores, if your item exceeds 22kg or 105cm in length you can contact one of the following freight providers to return your item; Fed/EX TNT, Toll Australia. Tool Kit Depot does not cover the cost of returning Big & Bulky or oversized items (items over 22kg)
How will my return be processed?
Once you’ve made the decision to return your item, we will arrange to inspect the item to ensure it’s in a resaleable condition. Once confirmed, we will arrange to process your refund via your original payment method. We cannot process a refund using an alternative payment method.
How long will the return process take?
Depending on how you choose to return your item (in-store or via shipping return label), please allow 5 – 7 business days for your return process to be completed. Please then allow a further 3 – 5 business days for your original payment method to be accepted and settled into your account.
What if my order contained an aerosol?
When purchasing aerosols online or other dangerous goods, please be aware that they must be returned or exchanged in-store due to dangerous goods packaging requirements. For further information, please contact our team at email@example.com.
Are there any exceptions?
Please refer to our Returns & Refunds Policy for exceptions https://toolkitdepot.com.au/tool-kit-depot-returns-policy/
What if my item is faulty?
If your item isn’t operating the way it should be, please arrange to return to us using one of the methods above so that we can investigate warranty and/or repair options for you. For more information on warranty, servicing, and repairs for your item/s, please reach out to our team at firstname.lastname@example.org for help.
Shipping - FAQ's
What shipping options are offered?
- We’re pleased to offer a wide range of convenient Australia-wide shipping options for you, including:
- Free Shipping (selected items, please allow 5 – 10 business days, post-order date, to receive your item)
- Standard Shipping (please allow 4 – 7 business days, post-order date, to receive your item)
- Express Shipping (please allow 3 – 6 business days, post-order date, to receive your item)
- Click & Collect (your selected store will contact you via telephone once your item/s have been set aside for you and ready for your collection)
What are your shipping costs?
We want to remove the guesswork for you and offer convenient flat shipping fees and FREE shipping via Australia Post for certain items. Please refer below.
- Free Shipping | For over $99. *Excludes Big & Bulky and Oversized
- Standard Post | Flat shipping fee of $10, for items up to 30kg
- Express Post | Flat shipping fee of $12, for items up to 22kg
- Oversized 1 | Flat shipping fee of $50, for items 30kg – 40kg
- Oversized 2 | Flat shipping fee of $90 for items 50kg – XX
- Items 80KG+ are labelled pick up only – please call our @onlinesales team if you would like to get a quote for delivery
What items are classed as big and bulky?
Items that exceed 23kg and/or 105cm in length will be classed as big and bulky.
Are there any exceptions to items being shipped?
Some items that we stock are not able to be shipped, such as trailers or cement mixers. Products that are unable to be shipped are labelled as ‘pick-up only’ or ‘click and collect’ for your convenience. Please note, to ensure that we meet dangerous goods restrictions, we will not undertake pre-starts or tests on items that are shipped.
What if I live in a different country?
Unfortunately, we don’t have the capacity to support international shipping at present. An alternative around this may be having your item shipped to a friend or relative within Australia for on-shipping to you.
What is your shipping policy?
We aim to have orders received by 1:00 pm AEST processed to be packed and dispatched the same day your order is placed. Any orders received after 1:00 pm AEST will be processed on the next business day. Once we have dispatched your order, we will send you an email with shipping details and a tracking number. Please follow the link in the email to track your order and check the estimated arrival date. Whilst we do our best to estimate delivery time accurately, all delivery timelines are estimates and are subject to change. For the most up-to-date delivery information once your order has been dispatched, please refer to the tracking information in your shipping confirmation email.
How do I cancel my order?
Provided we haven’t dispatched your order already, please reach out to our team at email@example.com to check the status of your order and cancellation options available to you.
What if my item is lost in transit?
Whilst we hope this never occurs, if your item does not make it to you, please reach out to our team at firstname.lastname@example.org so we can work together to resolve the issue.