Returns Policy
How Do I Return My Items?
If you wish to return any items purchased from us, please read our Return Conditions and Policy below carefully to ensure your return meets the required criteria. Once confirmed, please download and complete the return form below before sending anything back. Please ensure you provide all the information requested.
Please include the completed return form inside your parcel. Our Technical Sales Team is available to assist you with any issues you may be experiencing with the product and can provide advice prior to initiating a return.
All returns should be sent to the following address:
Returns Centre
Protool Ltd Unit 1,
Invicta Business Park
London Road
Wrotham Sevenoaks
TN15 7RJ
Return Conditions and Policy
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. Delivery charges are non-refundable and will not be credited unless the return is due to an error on our part or the goods are defective. If your order originally qualified for free delivery but, after the return, falls below the minimum spend threshold, the standard delivery charge will also be deducted from your refund.
Customers are responsible for the cost of returning items and should use at least a recorded delivery service, as the goods remain the customer’s responsibility until they are received by us.
This policy applies unless otherwise agreed in writing by Protool Ltd prior to the return of the item(s).
Return of Goods Sent in Error
If you believe you have received an item in error, please contact our Sales Team on 01732 887334 to report the issue. If the mistake is ours, we will arrange return carriage with you. However, we kindly ask that you still complete the returns form and enclose it with the items being returned, if this was not resolved.
Return Period
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.
