Returns & Refunds
Diamond tools & small part refund and returns policy
Our 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 a brand new, resellable condition (unless you have previously advised of any damage or faults). 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 we only grant partial refunds: (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 we approve your refund, then we shall process the return, and we shall apply a credit 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 recheck your bank account.
Then contact your credit card company, it may take some time before your refund is placed in your account.
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.
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 thing, send us an email.
Shipping
To return your product, you should email your return information to sales@dtwtools.co.uk, and we will advise the correct warehouse address to send the item back to.
You will be responsible for paying for your 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.
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 fees.
Returns, Changes & Cancellations
You may cancel your order within 7 working days after receiving the delivery. However, please note that there may be a restocking fee on certain items. Please check with our team for confirmation.
If you choose to return item(s) to DTW Tools and Machinery, it is the purchaser’s responsibility and cost to return the item(s). It is important to send written notice of your cancellation via email or post within 7 days after delivery. Cancellations made after this time will be treated as returns.
Returned items must be in the same unused condition as sold and properly packaged. Any machine not in its original packaging must be returned directly to the manufacturer and protected for transit. Any refund is subject to the manufacturer’s discretion and a thorough inspection upon arrival.
Special order items, nonstandard items, used, fleeted, etched or in a condition that renders them unsalable as new will not be accepted 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.