Tool Kit Depot Returns Policy
At Tool Kit Depot, we want you to be satisfied with your purchase. If you have changed your mind, we offer a straight forward return process, subject to the conditions below:
Eligibility for Returns:
- Timeframe: You return the item within 30 days of purchase
- Condition of Product: The item must be unused, in its original packaging, and in the same condition you received it.
- Proof of Purchase: A valid receipt or proof of purchase is required to process any returns.
How to Return an Item:
- In-Store: Return the item to any of our store locations with your receipt.
- Online Purchases: For items purchased online, please contact our customer service team (onlinesales@toolkitdepot.com.au) to initiate a return and receive return shipping instructions. Shipping fees for change-of-mind returns are non-refundable, and return shipping costs may apply.
Non-Returnable Items:
- Special Order products
- Custom made products
- Bulk Orders
- Products that have been used, damaged, or altered
- Clearance, discounted or promotional items
- These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description
Refund Process:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment.
Orders with Redemption or Instant Bonus Offers:
Should you wish to cancel and return your order that includes an eligible redemption or instant bonus offer, please note that any associated redemption or instant bonus items must also be returned. Instant bonus offers also includes any spend and reward gift cards during promotional events. In such cases, we will inform the supplier to deregister the products for the redemption offer.
Our Tool Kit Depot redemption or instant bonus offers are contingent upon the purchase and retaining of the original eligible product. We reserve the right to withhold refunds or take necessary actions if redemption or instant bonus items are not returned along with the original purchase.
For further information or assistance regarding cancellations and returns involving redemption or instant bonus offers, please contact our friendly team at onlinesales@toolkitdepot.com.au.
FAQ
How do I return my item?
You’re welcome to return your item at any of our TKD stores (locations here), or reach out to our Online team at onlinesales@toolkitdepot.com.au and request an AusPost return shipping label for items that do not exceed 22kg and/or 105cm in length. This return label will allow you to take your item into your local Australia Post store to return to us, and we will cover return shipping costs (provided it's within the initial 30-day date of purchase). Please note, you may need to re-package the item at your own cost for safe transport and return. Our return includes same day delivery orders and AusPost orders only, and TKD does not accept liability for any items damaged or lost during return process.
What if my item is big and bulky or oversized?
Aside from the option to return to one of our TKD stores, if your item is classed as Big & Bulky and/or Oversized, you may contact one of the following freight providers to return your item: Fed/EX TNT, Toll Australia, Allied Express or your preferred alternate courier. Tool Kit Depot does not cover the cost of returning Big & Bulky and/or Oversized items for change of mind returns or customer incorrect ordering, and does not accept liability for any items damaged or lost during return process.
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 saleable condition and, once confirmed, we will arrange to process your refund via your original payment method. We cannot process a refund using an alternative payment method and cannot process your return until goods are confirmed as being in saleable condition.
How long will the return process take?
Depending on how you choose to return your item (in-store or via AusPost return shipping label), please allow 7 – 10 business days for your return process to be completed once you've handed items over. 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 Online team at onlinesales@toolkitdepot.com.au.
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.
Other returns/exchanges
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.