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 14 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:

PrimeTools Returns

St Barnabus Works

Radstock Road

Midsomer Norton

Radstock

BA3 2AD

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 3rd part 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] )