Hassle-Free Returns

Returns Policy

Please read our return conditions carefully before sending anything back. Our technical sales team is always happy to help resolve any product issues before a return is needed.

Step by Step

How to Return an Item

1

Read the Policy

Check that your return meets the conditions below, including the 14-day return window from delivery date.

2

Complete the Form

Download and fill in the returns form in full. Include it inside your parcel — returns cannot be processed without it.

3

Send it Back

Pack securely and send via a tracked/recorded service to our returns address. Goods remain your responsibility until received.

Terms & Conditions

Return Conditions

⚠️

Defective Goods

Any items deemed to be defective must be reported to Protool Ltd in writing within 14 days of receipt. Your written notification must clearly outline the nature of the defect.

Following inspection, our liability will be strictly limited to either replacing the defective item or issuing a credit for the product.

Please note: Protool Ltd does not accept liability for any direct, indirect, or consequential loss resulting from the use of defective goods.

💰

Non-Defective Goods

Returns of non-defective items — including those ordered in error — are subject to a 20% handling fee, which will be deducted from the original purchase price.

Handling Fee
20%
deducted from purchase price
Delivery Charges
Non-refundable
unless our error or defective goods
Return Postage
Customer Pays
use a tracked/recorded service

If your order originally qualified for free delivery but falls below the minimum spend threshold after the return, the standard delivery charge will also be deducted from your refund.

This policy applies unless otherwise agreed in writing by Protool Ltd prior to the return.

📞

Items Received in Error

If you believe you have received an item in error, please contact our Sales Team on 01732 887 334 to report the issue. If the mistake is ours, we will arrange return carriage with you. Please still complete the returns form and enclose it with the parcel when sending items back.

📅

Return Period

14
Days

All returns must be received by Protool Ltd within 14 days from the date the goods were delivered. Returns received after this period will not be accepted and will be ineligible for credit, replacement, or refund.

Send Returns To

Returns Centre

Protool Ltd, Unit 1
Invicta Business Park
London Road, Wrotham
Sevenoaks, Kent
TN15 7RJ

✅
Always use tracked postage

Goods remain your responsibility until received by us. Use at least a recorded delivery service.

✅
Include the returns form

Returns cannot be processed without a completed form enclosed inside the parcel.

📞
Need help before returning?

Our technical sales team may be able to resolve the issue without a return. Call 01732 887 334.

Ready to Start Your Return?

Complete the returns form and enclose it with your parcel. If you have any questions first, our team is happy to help.