Please only purchase or use this site if you agree to the following terms and conditions. This is in addition to your statutory rights.

Payment

What payment methods can I use on the website?

Payments over the website can be accepted by a Credit or Debit card using our secure payment system, through PayPal or by using Google Checkout.

We accept all major cards including Visa, Visa Debit, Mastercard, Electron, Switch & Solo.

The website is protected by the latest Secure Sockets Layer (SSL) technology which protects your personal and payment information which means that it is perfectly safe to order online.

Order Process

Acceptance of your order:

Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.

Please note that bulk orders are classed as special orders. On acceptance of your order it is assumed by us that you have verified and examined the product that you are ordering in quantity as cancellations and return of unwanted goods ordered in bulk will not be accepted. For the avoidance of confusion bulk orders are in general orders of over 10 units of a small/medium size product and over 3 units of a large size item.

Why do you prefer a landline number?

We ask for a landline number if possible, for security purposes, to help prevent credit card fraud for both ourselves and for the general public.

Fraudsters rely on being able to give bogus address details and untraceable mobile telephone numbers and so asking for a landline telephone number is one basic step towards stopping online fraud.

We will accept orders without a landline number but in some cases (for example high value orders) it may delay the processing of the order as it is more difficult to carry out the relevant security checks using only a mobile phone number.

I want to cancel my order:

You may cancel an order prior to it's despatch providing we have no special agreement to order the item in for you. If the item has been despatched you will have to return the product according to our returns policy. 

What happens when I receive my goods? 

Please note that all deliveries that are sent by Courier or Special Delivery MUST be signed for.

Upon receipt of your goods please inspect to ensure goods are in good condition and if there are any problems please contact us immediately.

What do I do if I have received my email confirmation of despatch but have not received my goods?

Although most of our courier deliveries arrive within 1-2 days after despatch and Postal within 3-5 days it can sometimes take longer to receive your goods especially in peak periods. If you have received a tracking number for your parcel (Courier & Special Delivery Only) please see the link from your despatch email for further information.

If the order still does not arrive please contact us to inform us of the problem. Please remember to take note of when the item was despatched before notifying us of any problem.

Notifications of goods not received AFTER despatch must be made within 21 days of the original despatch. Failure to do this may invalidate any claim made. Any notification of goods not received under these terms must be made in writing by email or letter in addition to any telephone call made.

Although we may agree to resend goods lost in transit before any claim forms are filled out, we reserve the right to charge you for any items resent because of being lost in transit if you fail to return the required declaration of items lost in transit from either ourselves or our courier / royal mail. 

Returns

Can I return an unwanted item?

You may only return an item that is unwanted under the following criteria :

- The item is in an 'as new condition'. It must be returned to us in it's original condition unused.

- You return the item within 7 days of receipt.

- The order is not a bulk order i.e. orders for more than 10 units of the same item class as bulk orders.

Items not returned to us in an 'as new condition' will not be refunded and any costs to return the items to you will have to be paid before we can return them.

Please note that delivery charges are non-refundable in the event of an unwanted item being returned to us. If no delivery charge was paid we will deduct the actual cost of postage & packing that item from your refund to cover our cost of despatch our minimum charge for this is £10 however this cost is variable and often depends on size, weight and delivery location.

Please note that if an exchange for another item(s) is requested then you agree to the standard delivery charge that would apply to that item(s) if purchased through our checkout procedure on our website.

Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us.

Goods should be returned with adequate protection to ensure that the goods and packaging reach us in good condition. If any goods are damaged in transit you will have to pursue a claim with the courier or mail service that you used.

All goods returned to us as unwanted will be examined upon return and any refunds / exchange will only be applied once final agreement has been made to accept the product(s) back in accordance with our terms & conditions.

How do I return a faulty item?

All of our products are covered by a manufacturers warranty (except x-army, used products or products "sold as seen") covering both faulty materials and faulty workmanship, it does not cover general wear and tear or damage. This excludes products or parts of products that are consumables or that wear down such as drill bits.

Most faulty products will need to be examined before we resend a new one, to avoid unnecessary returns please ensure you have followed all the manufacturers instructions and if unsure, that you have spoken to one of our technicians for assistance.

Please contact us before sending back any return, failure to do so may lead to a delay with the processing of your return.

Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us.

Goods should be returned in their original packaging, with adequate protection to ensure that the goods and packaging reach us in good condition. Failure to package an item properly will result in us refusing to refund the item regardless as to whether it was faulty or not, as we cannot return damaged faulty items to our suppliers.

Where an order is placed under special delivery arrangements any delivery charge is non refundable in the event of a return for any reason.

How do I return Damaged Goods?

In the unlikely event that we have sent you an item that was damaged in transit please contact us to inform us of the problem.

Please contact us before sending back any return, failure to do so may lead to a delay with the processing of your return.

Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us.

Goods should be returned in their original packaging where possible, with adequate protection to ensure that the goods and packaging reach us in good condition.

Where an order is placed under special delivery arrangements any delivery charge is non refundable in the event of a return for any reason.

Please note that in certain cases we may need to examine the item(s) before re-sending replacements. If this is necessary we will try to make this happen as quick as possible.

Please note that ALL damage claims must be reported to us within 3 working days of delivery. Any claims for damage cannot be processed after this time. Claims cannot be accepted for damage once goods have been used. We reserve the right to charge for goods sent as replacements for the original item if the damaged item is returned used or if the damaged item is not returned back to us.

Delivery

How do I return an item that was sent to me in error?

In the highly unlikely event that we have sent you an item that was not the one that you ordered please contact us to inform us of the problem.

Please note that we will cover the cost of a return where we have sent you the incorrect item. This return cost should not exceed £7.50 without authorisation from us as we may opt to arrange for a collection of the item. Please note that collections can only be arranged for certain items.

Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us.

Goods should be returned in their original unopened packaging, with adequate protection to ensure that the goods and packaging reach us in good condition.

Delivery not made as you were out at the time:

If goods are returned to us due to you not being in when delivery is attempted we reserve the right to charge for return of the goods back to us by deducting the original delivery charge and return charge from any refund provided. Please note that we usually make at least 2 attempts to deliver goods and we always send a confirmation email the working day before delivery. Our courier will also leave a card for you to contact them and return of goods to us, usually only occurs if no reply is made once a card is left. Please note that if the item was to be delivered by Royal Mail that it may be worth checking with your local Post Office collection office, a list can be found on the RM website.

What do I do if I have goods missing from my delivery even though my delivery note says I should have them?

It is rare that goods will be missing from your delivery however it can of course sometimes happen. Please report any missing goods to us immediately and not later than three working days after you have received your parcel. Claims for missing goods after 3 working days of receipt of your parcel cannot be accepted.

Refusing a delivery once goods have left us:

Please note that if you refuse goods from either Royal Mail or our Courier once they have been sent to you, we reserve the right to bill you for both the cost of sending the item and the return of the item to us. If you refuse an order without instruction from ourselves and it becomes lost in transit we will not refund the value of goods as all liability will have passed to the person who refused the delivery. Any losses or damaged that occurs from lost parcels will be the responsibility of the person who ordered the goods.

Pictures & Descriptions

Although we endeavour to keep our pictures & descriptions up-to-date we do sometimes encounter errors. All our pictures are intended as a guide only and descriptions are the main information supplied to describe a product - these should be used in preference to the picture. Please note that small variations do sometimes occur between the printed picture and what is supplied.

Please note that where a picture includes items other than those described i.e. a tool bag complete with tools - this is intended for presentation purposes and the tools are NOT included unless the description actually says that they are included.

If an item has no picture or description and you are in any doubt as to what the item is, please call to confirm before completing your purchase.

Copyright & Trademarks

All trademarks used are the property of their respective owners. All trademarks are recognised. This site and its content are the property of BillsToolStore.co.uk.