Customer Service Support

Thank you for purchasing from Powertool world.

On receipt of your goods please check CAREFULLY you have received the correct item, that there are no damages and you are completely satisfied with your purchase.

If you have any issues or doubts, please contact us on 01325 370300.

Should the unlikely event occur that your goods are damaged:

Always check your delivery CAREFULLY for external damage before signing the acceptance note. If you, the customer should receive damaged goods, please report to us within the first 7 days we will arrange collection of the goods for inspection.Upon inspection we will arrange a replacement, minor repair or refund at our discretion.

Damaged goods need to be signed for as 'damaged' or we cannot refund your purchase. Please do not use the item, it will be classed as accepting the goods. We require notification of such a matter no later than 7 days from receipt, after may mean delay in rectifying the problem.

Should the unlikely event occur that you have received an incorrect item:
Please contact us via phone 01325 370300 as soon as possible and we will endeavour to resolve the problem as quickly and efficiently as possible. Photo’s may be required. Please do not use the item as this would be classed as you accepting the item, please take care as not to damage or discard any packaging as you may be held liable. We require notification of such a matter no later than 7 days from receipt, after may mean delay in rectifying the problem.

If any issues occur with timescale and your order, it is possible to purchase another item to be sent same day, and on return of incorrect item we are able to issue you credit.

Should your product not work prior to use:
If your product is not working from out of the box, Please contact us no later then 7 days where we can offer advice, or contact the manufacturer to remedy any problems.

Failing this, If you are local to a repair agent we can put you in touch with them or we can collect and have it repaired directly with the manufacturer.

PowertoolWorld will arrange collection/delivery. If the manufacturer classes any faults or damage caused by misuse then customers will be required to pay the cost incurred within 60 days or the tool will be re sold.

Any Warranty issues after 7 days of receipt, you the customer, will be required to arrange and pay for collection.

Should your product stop working:
​Once a product has been used, any issues are to be resolved with the manufacturer. Please see our warranty information page.

Should you wish to return your product:
Any changes to an order including returns & refunds must be made by the purchaser. It is possible to overcome this by sending change requests via the purchasing email address. Returns are to be arranged for at cost by the customer and responsibilty yours until signed for here at PowertoolWorld.

As of 13th June 2014 New Distance Selling Regulations are to take affect regarding Customers Right to Cancel.These regulations apply to consumers only, if the item is used in connection with the persons trade, occupation or business- this does not apply.

The Customer must give written notice of cancellation within 14 calendar days of receiving goods. Return forms can be found under our right to cancel page.Telephone cancellation is not legally acceptable.

The customer must then return the goods within 14 days of giving notice.The new legislation excludes any product that may have health or hygiene issues.

The same rules apply that the goods must be in as new condition as before and the customer must pay the return delivery cost. We will in extreme circumstances collect the item- (ie. too big for royal mail) However, the customer must pay upfront for this service.

We will deduct money for any damage caused that devalues the product in any way.We will refund the money within 14 days of receiving the goods or the order being cancelled.

If as a trade customer you incorrectly order or no longer require an item purchased, we will refund the said item in full, excluding any postage and packaging charges that we have incurred when shipping, and/or collecting the said item providing the returned goods are complete with the original packaging and are in a resalable condition, you must inform us in writing within 7 days of receipt of the item and the goods are returned to us within 14 calendar days of receipt.

For our full returns address, see Customer Services at the bottom of these Terms & Conditions. We may at our discretion accept goods back after this time but we reserve the right to charge a restocking charge of up to 30%.

Should you require an alternative address for delivery from registered payment card:
We are happy to send to an alternative address for you, but this must be requested online via the checkout method for security reasons.

Should you want to track your delivery:
Our courier is DPD who offer online tracking. You will receive notification of your tracking number via a despatch email at the end of the day. A one hour delivery slot is allocated to you on the day of delivery and sent via text. Please ensure you add your mobile telephone number at checkout for this service. You can track the status of your delivery on the DPD Tracking system.

Should you miss your delivery time:
All of our parcels require a signature. If you are not home a card will have been left detailing what to do to receive your parcel.

Delivery Charges:
Any quoted carriage charges only cover the time needed to load or unload our vehicle at the address you have specified. You must pay extra for any further time you cause us to spend, including if we try to follow your instructions for delivering or collecting the goods but cannot do so because of your acts or failure to do something.