Exchanges, returns and defects
Business customers
For business purchases made by entrepreneurs, there is no right of withdrawal and no statutory cooling-off period. There is no statutory option to return the purchase within 14 days without stating reasons and receive a full refund including delivery costs.
Private customers
To request a return shipment, please always contact us. We do our best to process returns within 14 days. Returns that do not meet the conditions below may be refused and returned to the sender.
Please note: the cost of return shipping is at your own expense.
Return Conditions
- Please include a copy of the invoice and the reason for return with your shipment.
- The product must be unused, except for inspection necessary to assess its nature and characteristics.
- The item must be carefully and properly packaged according to its size, weight, and fragility.
- If possible, use the original packaging.
- The risk of damage during return shipment remains with the sender until the item has been received by us.
- If, upon receipt, the item or packaging is found to be damaged, or additional damage has occurred due to insufficient packaging, we reserve the right to deduct any resulting depreciation in value.
- The return must be shipped within 14 days after registration.
- Returns that do not comply with the above conditions may be refused or returned at the sender’s expense.
- Promotional and bundle products must be returned in full. Missing parts will be charged.
Register your return
Would you like to return a product? Please submit your request using our contact form. To ensure that we can process your request correctly, we cannot handle requests made by telephone. After receiving your request, we will inform you about the next steps and provide you with the return address.
Please note: Returns must always be registered in advance. Additional charges may apply to unregistered returns. Please refer to our Exchanges and Returns page for the full conditions.
Return conditions
- Include a copy of the invoice and the reason for the return.
- The product must be unused, except to the extent necessary to establish its nature, characteristics and functioning.
- Pack the product carefully and securely, appropriate to its size, weight and fragility.
- Use the original packaging whenever possible.
- The risk of damage during the return shipment remains with you until the item has been received by us.
- If, upon receipt, the product or its packaging is found to be damaged, or if additional damage has occurred due to insufficient packaging, we reserve the right to deduct the resulting loss in value from the refund.
- Ship the return within 14 days after registering it.
- Returns that do not meet the above conditions may be refused or returned at the sender's expense.
- Returns cannot be handed in at our collection point.
- Promotional and bundle products must be returned in full. Missing items may be charged.
Private customers
As a private customer, you have the right to withdraw from your order within 14 days of receiving it, without giving any reason. After notifying us of your withdrawal, you have another 14 days to return your order.
Would you like to exercise your right of withdrawal? Please submit your request using our contact form. To ensure that we can process your request correctly, we cannot handle requests made by telephone.
- The cost of return shipping is at your own expense.
- If the product is damaged or has diminished in value, Toolnation may charge costs of at least 30% of the purchase price (excluding VAT).
- The risk of the return shipment remains with you until the item has been received by us.
Business customers
There is no statutory right of withdrawal for business purchases. Cancellations, exchanges and returns are therefore only possible in exceptional cases. Please submit your request using our contact form. To ensure that we can process your request correctly, we cannot handle requests made by telephone.
What to do if my product is delivered damaged?
Was the item damaged during shipping?
Unfortunately, it can happen that damage occurs during transport. If your product was delivered damaged, we kindly ask you to provide the following photos as proof, along with a clear description of the damage or defect:
- A photo of the outside of the package, including the shipping label.
- A photo of the opened package, taken from above, so that both the contents and the protective inner packaging are clearly visible.
- A photo of the entire item.
- A close-up photo of the damage to the item.
After receiving the photos, we will assess them and discuss the next steps with you. We will determine the best solution on a case-by-case basis.
Tip: Always check immediately upon receipt if the items are functioning properly and contact us right away if an item was delivered damaged or defective.
Was the item damaged or defective during use?
For more information about repair requests, please refer to our section Warranty and Repairs.
Was the item damaged during shipping?
Although we take great care in packaging, damage during transport may occur. If your product was delivered damaged, please provide the following photos along with a clear description of the damage or defect:
- A photo of the outside of the package, including the shipping label.
- A photo of the opened package taken from above, clearly showing the contents and protective inner packaging.
- A photo of the entire item.
- A close-up photo clearly showing the damage to the item.
After receiving the photos, we will assess the situation and inform you of the next steps. The appropriate solution will be determined on a case-by-case basis.
Tip: please check immediately upon receipt whether the items are functioning properly and contact us without delay if an item was delivered damaged or defective.
Was the item damaged or defective during use?
For more information about repair requests, please refer to Warranty and Repairs.
Check the order immediately upon receipt
We advise you to check the order immediately upon receipt and confirm whether it has been delivered correctly and completely. Also, check if it might be a partial delivery, where the remaining part of the order can be shipped later.
Received the wrong item?
If you have received the wrong item, we kindly ask you to contact us. Please send us the following photos:
- A photo of the entire product.
- A photo of the product’s barcode.
Once we receive the photos, we will initiate the return procedure and ensure that the correct item is shipped to you as quickly as possible.
Check the order immediately upon receipt
We recommend checking your order immediately upon receipt to confirm that it has been delivered correctly and completely. Please also verify whether it concerns a partial delivery, in which case the remaining items may follow separately.
Received the wrong item?
If you have received an incorrect item, please contact us. Kindly provide the following photos:
- A photo of the entire product.
- A photo of the product barcode.
Once we have received the photos, we will initiate the return procedure and arrange shipment of the correct item as soon as possible.
Right of withdrawal, how does it work?
Only for private customers.
The right of withdrawal applies only to private consumers as it is part of the consumer legislation. Purchases with the intention of being used for business purposes are excluded from the right of withdrawal.
As a private customer, you have the right to use the right of withdrawal and to cancel your order within 14 days after receipt of your complete order without giving any reason. After you have notified us of your withdrawal, you have 14 days to return your order at your own expense.
Note:
- The shipping costs for the return in case of a withdrawal are at your own expense.
- In case of damage, we charge a minimum of 30% of the purchase price of the article (excluding VAT). Regardless of the degree of damage.
Procedure for withdrawal:
1. You have 14 days to notify us of the withdrawal in writing (after receiving the complete order). This can be done via the contact form on our customer service page. You can use the model withdrawal form.
2. After reporting the revocation, you have 14 days to return the order to us.
3. The shipping costs for returning the order are covered by you, and you are responsible for the successful return of your order.
4. Once we receive the order back, we will inspect the items for signs of use/damage. If there are damages / signs of use found, these costs are equal to 30% of the purchase price of the item (excluding VAT) deducted from the amount to be refunded. Within 14 days you will be refunded the remaining amount including any shipping costs incurred in connection with your order.
To exercise the right of withdrawal, the consumer must inform the seller (Toolnation, Aziëlaan 8, 6199AG Maastricht-Airport (NL), info@toolnation.eu, (+31) 85 237 15 03 (customer service)) via an explicit statement of the decision to withdraw. The consumer can make use of the model withdrawal form, the consumer is not obliged to do so.
Model withdrawal form
(complete and return this form only if you wish to revoke the contract)
To: Handelsonderneming Dirks B.V. (Toolnation)
(Return) address Toolnation distribution center: Aziëlaan 8, 6199AG Maastricht Airport
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) agreement concerning
the sale of the following goods revoke/ revoked (*): [Product + item number]*.
Ordered on (*)/ received on(*)
[Date]
[Name(s) consumer(s)(*)]
[Address of consumer(s)]
(*) Delete what does not apply.
More information about > Orders
Right of withdrawal (for private customers only)
The right of withdrawal applies exclusively to private consumers. Business purchases are excluded.
As a private customer, you have the right to withdraw from your order within 14 days of receiving it, without giving any reason.
Would you like to exercise your right of withdrawal? Please submit your request using our contact form. To ensure that we can process your request correctly, we cannot handle requests made by telephone. After receiving your request, you will receive a confirmation by email. We will then inform you about the next steps.
Important conditions
- After notifying us of your withdrawal, you have another 14 days to return your order.
- The cost of return shipping is at your own expense.
- You are responsible for returning your order correctly.
- If the product is damaged or has diminished in value, Toolnation may charge costs of at least 30% of the purchase price (excluding VAT).
How does it work?
- Submit your withdrawal request using our contact form.
- After receiving your request, you will receive a confirmation by email.
- After notifying us of your withdrawal, you have another 14 days to return your order.
- Once we receive your return, we will inspect the returned items.
- Any loss in value will be deducted from the refundable amount.
- After approval, we will refund the purchase amount using the original payment method.
More information can be found on our Exchanges and Returns page.
Private customers
No, it is not possible to exchange items.
However, you can cancel your order (if it has not been shipped yet) or return it and order the correct item yourself. The costs for a return shipment are for you. Please contact us for the cancellation and return of items always. We kindly ask you to give us the reason for the return. We investigate each case to find the best solution there is.
Business customers
No, it is unfortunately not possible to exchange items.
For business purchases, meaning purchases made by entrepreneurs, there is no revocation right or legal remission period. They have no legal right to return their purchase within 14 days without giving reasons and receive a full refund including delivery costs.
Private customers
It is not possible to exchange items. Orders may, in some cases, be cancelled if they have not yet been processed, or the item can be returned and a new order placed.
Business customers
It is not possible to exchange items. Business purchases are not covered by a legal right of withdrawal or cooling-off period.
No, the cost of a return is at your own expense.
No, the cost of a return is at your own expense.
Do you still have questions?
Haven’t found the answer you were looking for? Please contact our customer service via the contact form or through your account.