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Exchanges and returns

Business customer

Cancellation / Exchanges / Returns

For business purchases, so purchases made by entrepreneurs, no right of withdrawal or statutory cooling-off period applies. They have no legal option to return their purchase within 14 days without giving reasons and receive a full refund including delivery costs. Cancellation, exchange and return are only possible in exceptional cases. Please always contact our customer service! > contact us

Repairs

Defective due to transport?
It is important that you always check your order within 1 business day after receipt and report any defects and/or damage to us immediately. Always include a photograph and clear description of the defect or damage and state your order number when reporting via our customer service. > contact us

Repairs
If a product fails within the warranty period, you can have it repaired by our own service warranty workshop, where our staff will carry out repairs within the manufacturer's terms and conditions. > read more

 


Private customer

Exchange

Unfortunately, it is not possible to exchange products. You can return a product and re-order it yourself. The costs of the return shipment are for your account.

Returns

We do our best to process returns within 14 days. Returns that do not meet the conditions below will be refused and returned to sender.

Conditions for returns:

    • Make sure that the product is sent back unused, in the original boxproperly packed and within 14 business days (unless otherwise agreed with customer service)
    • Please make sure that there is no damage to the original packaging. There should also be no written text on the outside of the original packaging.
    • It is not possible to deliver a return at our pick-up location. This is only possible by sending it back to the specified address.
    • Is the product a promotional/bundle product? In that case, you must send along all (associated) promotional/bundle products. Without return of the promotional/bundle product(s), these will be charged. This also applies to actions requested by manufacturers.
    • Return shipments that do not meet the conditions must unfortunately be returned. The costs are for your own account.

> Register return shipment

Note: the costs of a return shipment are for your own account (unless otherwise agreed with our customer service).

Unregistered return shipments

Costs will be charged for orders that are returned without registration. The costs for returning an order/product unnecessarily are 25%. In this case there are 2 possibilities: 

 1. The amount of the return will be credited with a deduction of 25%. 
 2. The return shipment will be sent back to you. In this case, we will send you an invoice in advance for the shipping and processing costs which must be paid within 10 business days. If the invoice is not paid within 10 business days, option 1 will automatically take effect. 

Shipping costs for unregistered returns:

  • Package 0-25KG > €45.00 excl. VAT
  • Package 25-50KG > €80.00 excl. VAT
  • Package 50-200KG > €150.00 excl. VAT
  • Pallet 200+ KG > €250.00 excl. VAT

 

Cancellation

As long as your order is not being processed in our warehouse, you can cancel it free of charge. Please contact our customer service to cancel your order > contact us.

If you have already received part of your order, but wish to cancel the entire order, you must return the products already received at your own expense. 

We can only cancel a set/ bundle completely; if you have ordered a set/ bundle of products of which a part has already been sent, you will have to return the part already sent to us at your own expense. It is not possible to offset a refund of a set.

We can only cancel complete order lines, the cancellation of partial order lines is not possible. 

Note: orders which are already being processed in our warehouse cannot be cancelled. Cancellations via PayPal will not be processed, always cancel an order via our customer service.

Received a defective product?

It is important that you always check your order carefully when it is delivered. Always include a photograph and clear description of the defect or damage and state your order number when reporting.  > customer service.

Note: Damage caused by transport to a delivery must be reported to the customer service within 1 business day after receipt.

Return due to repair

If a product fails within the warranty period, you can have it repaired by our own service warranty workshop, where our staff will carry out repairs within the manufacturer's terms and conditions. > read more


Note: Damage caused by transport to a delivery must be reported to the customer service within 1 business day after receipt.

Partial deliveries

In the case of large orders where products have different delivery times, partial deliveries may occur. We hold (part of) such orders for 3 days before shipping the available part of the order to minimize partial deliveries. Unfortunately, it is not possible to indicate a preference in this regard.

Cancellation after partial delivery

If you have already received part of your order, but wish to cancel the entire order, you must return the products you have already received to us at your own expense.

Always register a return according to the conditions via our customer service! > contact us

 

Right of withdrawal

The right of withdrawal applies to private consumers only where it is part of the consumer legislation. Purchases with the intention to use for business purposes are excluded from the right of withdrawal.

As a private customer, you have the right to use the right of withdrawal within 14 days after receipt of your complete order and cancel your order without giving reasons. After you have notified us of your withdrawal, you have 14 days to return your order.

Conditions of right of withdrawal
• For a withdrawal, the shipping costs for the return shipment are at your own expense.
• In case of damage, Toolnation has the right to charge costs amounting to at least 30% of the purchase price of the product (excl. VAT). 
• If you have ordered multiple products, which will be delivered separately, the day on which you received the last product applies.
• For a product that consists of different parts, the day on which you received the last part applies.

Note: The costs for a return shipment are for your own account. You are responsible for returning the package. 

*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 00 (customer service)), by means of an unequivocal statement, of the decision to withdraw from the contract. The consumer can make use of the model withdrawal form, which is not obligatory. We aim to process your message within 48 hours. We will then refund the order amount within 14 days after notification of your return, provided that the product is received by us in good order.