Tool Kit Depot Returns Policy
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 the below.
- Online or in-store credit for the value of purchase; or
- Refund to original method of payment (excluding shipping fee applied against your original order dispatch, if any)
Your return must be in saleable, un-used condition, and you must be able to provide a valid proof of purchase. Please refer to Exceptions for return exclusions.
Unfortunately, we cannot offer change of mind refunds or exchanges on the following items:
- Custom-made products
- Any product/s specifically cut to size at your request
- Special Orders
- Orders exceeding thirty (30) day timeframe
- Clearance line products purchased online
- These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description
Without proof of purchase
We will record your proof of identification when processing returns without proof of purchase (e.g driver’s license) Without this, we may not be able to accept your return. We can provide an exchange for ‘like’ goods. All good for exchange must be unused, in original packaging and in a saleable condition.
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 email@example.com 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 complimentary 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 firstname.lastname@example.org.
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.
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.