Returns & Warranty Claims

Customer Returns

Item (s) not required:

We attempt to provide you with as much information within the content of our product pages, allowing you to make an informed decision about your purchase. However, there’s a chance that the product isn’t quite what you were looking for, or you have sadly ordered the incorrect size.

Should you need to return any item; we will allow you to do so, within 30 days of receipt of the item for a full refund. **

** Handling fee may apply for Businesses returning products.

To begin the process please print and fill in the form provided below:

Please complete the above returns form and send this back with your item (s) to the following address:

You will have to organise the return of the goods, and we recommend that you send this using a tracked service.

If you refuse a delivery from one of our couriers, we will charge you the cost of the delivery and any subsequent charges in having the delivery returned to us.

If you change your mind after your order is despatched, we will charge you the cost of having the goods returned.

We can offer a 3^rd party collection, but this is chargeable and will vary between postcodes.

We will refund monies due to you within 14 days from the day we receive the item (s) back.

NOTE: All items being returned must be in their original packaging (where applicable) and in the delivered condition, i.e. , brand new, and unused. We are sadly unable to accept returns that are not in original packaging or damaged packaging.

*If an item is returned without the above form, there is likely to be a delay when processing the return

Item (s) supplied incorrectly

Our team make every effort to ensure the correct item (s) is delivered, however on occasions mistakes can happen.

If an item is supplied incorrectly, please notify us within 48 hours of receipt of the delivery by calling 01761 410918 or by dropping an email into [email protected]

We will supply the correct item (s) at the earliest opportunity and either organise a collection or provide a prepaid label to return the incorrectly supplied item.

Item (s) supplied damaged or defective

Occasionally an item (s) may be received which has a fault or has been damaged in transit.

If upon receipt of your order the item (s) seems to have a fault or has been damaged in transit, please notify our customer services team withn 24-48 hours of receipt on 01761 410918 or by dropping an email into: [email protected]

We will then organise for the item (s) to be collected or returned to us using a prepaid label, after inspection and once we are satisfied there is a genuine fault, we will either replace the item (s) or organise a full refund.

Manufacturer’s Warranty

PrimeTools offer fast & easy warranty returns!  If we deem your claim appropriate, we will ask you to arrange to send the item to us (or the relevant manufacturer or manufacturer’s repair agent).

We recommend that you arrange appropriate insurance and proof of postage. Please note that you have title of the item and a duty of care of the item during this time.

Upon inspection if we deem the item faulty then you will be offered a replacement item at no cost to yourself. If we deem the item not faulty or faulty through neglect or misuse, then no replacement will be due – we will inform you in writing, by email.

We may offer to re-deliver the item back to you or you may make your own arrangements for your own courier to collect the item within 14 days. Please note we cannot hold your item for more than 14 days. Items not re-delivered or collected within this 14-day period may be disposed of at extra cost to you.

Please note that warranties vary from manufacturers and products. Please contact us at [email protected] and we will advise the manufacturer’s warranty for the product in question.

PrimeTools aim to resolve you warranty claim within 3 working days. If you have any questions or queries regarding returns or warranties, please contact us.

Stanley Black & Decker (SBD)

The brands within the SBD portfolio (Facom, Britool, Expert by Facom, Stanley & Irwin) come with different warranty periods (please email [email protected] for more info).

Products are guaranteed against defects in material or workmanship subject to fair proper usage.

SBD reserve the right to repair tools, or replace defective parts only, rather than replace the complete article.

Warranty claims for the below will automatically be rejected and deemed as wear and tear of the tool:

Once inspected an outcome will be provided. Rejected items will be destroyed within 10 working days and should the customer require the tools to be returned, then this would be at their own cost.

Should a customer wish to appeal any decision made, then this must be done within 10 working days from the assessment date by contacting SBD (contact details for UK Quality & Service Manager can be obtained by emailing: [email protected] )

Veto Pro Pac 5 Year Limited Warranty

We are an authorised Veto Pro Pac distributor and all products we sell can be registered directly with Veto for their 5 year warranty. Please follow the link below to register your Veto bag.

Milwaukee Power Tools

Milwaukee has introduced big changes to their extended warranties, with a large amount of emphasis being put on retailers being an ‘Authorised Distributor’. From 1st February 2024 the extended guarantee for MILWAUKEE® power tool(s), outdoor power equipment and REDLITHIUM™ batteries will only be granted if the product is new and purchased via an Authorised MILWAUKEE® Distributor like us (PrimeTools.co.uk) Rights already established before 1st February 2024 shall remain unaffected.

PrimeTools Limited is an authorised distributor of all Milwaukee Power Tools, Hand Tools & Accessories. The warranty period for Milwaukee power tools is 12 months and commences on the date when the product was purchased. This date must be documented by an invoice or other proof of purchase. The warranty period is one year minimum for products, and one year for batteries and chargers. This warranty applies only on new products. To get the benefit from the manufacturer’s warranty extension for up to 3 years for your tools, simply register it online.

https://warranty.milwaukeetool.eu/en-uk/home

Wera Warranty & Repairs Information

Wera place great value on customer satisfaction. If you are not satisfied with one of our products or find a defect, please do not hesitate to contact us via the link below. We want to ensure that you always have the best possible experience with our products. Our complaints team will get back to you promptly with a solution. Link below to complete form directly with Wera

Wera: Defect in the product

Bahco Warranty Information

1. Where permitted by law, all hand tools for professional use in the catalogue are offered with a lifetime warranty – a warranty against material and manufacturing defects for the normal lifetime of the tool in question. ‘Lifetime’ is defined as the period of time a tool can be expected to last under normal use and conditions. As a reminder, the professional use is defined as the use of the tool for purposes which are related to a trade, business, or profession of the user.

2. The following are excluded from this above lifetime warranty for professional use: pneumatic tools, hydraulic tools, battery powered tools, electrical/electronic tools, torque tools, automotive tools and measuring tools. These tools and other tools not covered by lifetime warranty have a warranty period is ONE YEAR (12 months) from the purchase date of the product unless other conditions are defined in the specific warranty conditions of the tool. Batteries are warranted to be free of defects in workmanship and materials for a period of TWO YEARS from the date of original purchase. If inspection shows the issue is caused by defective workmanship or materials, the product will be repaired (or at our option, replaced) without charge if still within the warranty period.

3. The warranty period for consumers (non-professional use) will be defined by the local regulation about consumers’ goods.

4. Defective products will be repaired, replaced or substituted. In general, SNA Europe does not cover the cost of immobilization, relocation, site visit or onsite repair at the customer’s premises or travel costs for repair, replacement or substitution of products.

5. Any product that has been incorrectly used or incorrectly maintained, or that is worn from improper use or that has suffered unauthorized modifications, is not covered by this warranty.

6. This warranty does not cover any repairs or parts that are subject to wear resulting from use or other natural wear and tear, such as but not limited to blades, rubber parts, seals, gaskets, sanding plates, gears, bearings, wheels, oil, air filters, clamps and other parts defined as consumables. This warranty does not cover as well defects in the tool caused by use or other natural wear and tear.

7. Any product that has been used under environmental conditions for which it was not designed or that has suffered any damage caused by external influences (water, salt water, chemical, physical, impact, extreme temperatures) or foreign substances is not covered by this warranty. In case of loss or the total or partial destruction of the product, the product is not covered by this warranty unless the beneficiary of the warranty provides precise technical proof of the origin of the claim, a material defect or a construction defect, and of the components of the product concerned.

8. A warranty claim must be submitted within the warranty period. This requires the submission or shipment of the complete tool in question with verification of sale documentation, which must validate the purchase date and the product designation, to the retailer or distributor.

9. Replacement or repair of the product will be carried out as quickly as possible. On receipt of the replaced or repaired product the customer is requested to validate conformity. Replacements and repairs provided under the warranty do not lengthen or renew the warranty period for the tool.

10. Any maintenance or repair carried out during the warranty period must, under penalty of voiding this warranty, be carried out by an authorized distributor or official service agent, except for the maintenance operations to be carried out by the user as specified in the product manual.