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Home / Returns & Refund Policy

Returns & Refund Policy

Diamond tools and small part refund and returns policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@diamondtoolwarehouse.co.uk

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@diamondtoolwarehouse.co.uk.

Shipping
To return your product, you should email your return information to sales@diamondtoolwarehouse.co.uk and we will advise the correct warehouse address to send the item back to.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Large machinery and small plant machinery refund and returns policy

 

Delivery / Carriage

Delivery / Carriage fees are FREE in most instances, additional delivery fees may apply on certain larger items and for the Highlands, Islands and remote locations within the UK mainland and outside the UK, for an accurate delivery charge please proceed to basket where this will be displayed in most circumstances.
If you are unsure if your item qualifies for free delivery or you require a price for overseas delivery or any additional information please contact our sales office on 01257 422200.
24 hour delivery is available at a surcharge and dependant on the item you require and availability, please contact our sales team for further assistance.
If you are purchasing more than one item to be delivered at the same time to the same address and there is a delivery charge please contact our sales office on 01257 422200 as we may be able to discount some of the delivery fee.

Returns, Changes & Cancellations

You are able to cancel your order from when you place it up to 7 working days after you have received delivery. If you decide to return item(s) to DTW Tools and Machinery, it is the purchaser’s responsibility and cost to return the item(s).
In addition you should send written notice of your cancellation via email or post with 7 days after delivery, any cancellation after this will be treated as a return accordingly.
Return items must be received in the same unused condition as sold and packaged accordingly.
Special order items, nonstandard items, used, fleeted, etched or in a condition not as dispatched and which renders them unsalable as new will not be accepted back for credit.

Damages, Shortages or Loss of Goods

A claim for damage in transit, shortage of delivery or loss of goods will not be accepted unless the buyer has provided written notice of such damage, shortage or loss with reasonable particulars thereof within 7 days of receipt of the goods or (in the case of loss) of receipt of the invoice or other notification of despatch. DTW Tools & Machinery Ltd’s liability, if any, shall be limited to replacing or (in its discretion) repairing such goods and it shall be a condition precedent to any such liability that the purchaser shall, if so requested, have returned damaged goods to DTW Tools & Machinery Ltd within 14 days of such request.
The purchaser shall not be entitled to make any claim against DTW Tools & Machinery Ltd for any consequential loss arising out of such damage, shortage or loss as aforesaid.