We know that you will be pleased with your purchases from Big Red Toolbox. However, there may be occasions when you will need to return items to us. If you wish to do so, please thoroughly read our returns policy below and complete the returns form at the bottom of the page.
Important - if your return qualifies for a refund of the return carriage costs, please be aware that the maximum we can refund is £6. If the return costs are going to be more than this, please call our Returns Team on 0800 774 7111 who should be able to arrange an alternative solution.
If any items were damaged in transit, we ask that you report it to us as soon as you discover the damage, and within 24 hours at the very latest. No claims can be entertained after this period. If the items are visibly damaged on receipt, please sign the carrier's delivery note as 'DAMAGED', or refuse the goods for return to us. If you do not have time to check the goods upon delivery, it is best to sign for the goods as 'UNCHECKED'. We advise that items should be returned with their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse you for reasonable return carriage costs. If the cost of return carriage is more than £6 then you may be eligible for a collection, if so please get in touch.
If your items are faulty on arrival, you have 30 calendar days in which to inform us of the fault. We advise that items should be returned with their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse you for reasonable return carriage costs. If the cost of return carriage is more than £6 then you may be eligible for a collection, if so please get in touch. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you. In this instance you will be liable for the return carriage, and the items will not be re-sent until we have received payment equal to the initial carriage cost.
If any of your purchases develop a fault, and it's more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods. Please note that in this case you will be liable for the cost of the return to us, while we will cover the cost of sending the item back to you once repaired or replaced.
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contracts Regulations you can do so provided you inform us of your decision within 30 working days. This period begins after you have taken delivery of the goods. The item must not be used and must be 'as new' when returned to us. We reserve the right to issue partial refunds, restocking fees or to refuse a return where items are not in ‘as new’ condition. Once you've informed us that you wish to return goods under the Consumer Contracts Regulations, you have 30 calendar days to do so, at your own expense. Goods are refunded within 14 days, we'll issue a refund for the product only to your original payment method.
It is advised that you use a tracked postal service as until the item is received by our Returns Department you remain responsible for the item. A suggested service for low value items (Under £50) is Royal Mail Recorded Delivery, for higher value items (Over £50) you may wish to consider using a courier.
To return an item simply complete the form below. We will then contact you once your returns request has been investigated. This will normally be via email so please ensure your email address is correct.