At ToolMaster Shop, we take pride in providing workshop professionals and trade customers with premium abrasives and sanding solutions. While we ensure every product meets our exacting standards, we understand that sometimes returns or exchanges may be necessary.

Our Returns Policy

We offer a 15-day return window from the date of delivery for most products. To be eligible for return:

  • Items must be unused and in original packaging
  • Original proof of purchase must be provided
  • Products must not show signs of wear or installation

Note for Professionals: Certain consumable abrasives including 1/2 Sheet Sanding Pads, 1/3 Sheet Sanding Pads, 1/4 Sheet Sanding Pads, Sanding Belts, Sanding Rolls, and Random Orbital Sander Discs cannot be returned for hygiene and safety reasons once packaging is opened.

How to Initiate a Return or Exchange

Follow these workshop-efficient steps:

  1. Contact our support team within 15 days of delivery at [email protected] with your order number and reason for return
  2. Await authorization – Our team will respond within 2 business days with return instructions
  3. Package securely – Use original packaging when possible, including all accessories
  4. Ship the return – Send to our Coventry workshop address (provided in authorization email)
  5. Track your return – We recommend using a trackable shipping service

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error. For international returns (outside UK), please note:

  • Mark the package as “Returned Goods” to avoid customs charges
  • We cannot refund original shipping costs
  • Duties/taxes are non-refundable

Refund Process

Once we receive and inspect your return:

  • Processing time: 3-5 business days after receipt
  • Refund method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timeline: Allow 5-10 business days for the refund to appear in your account

Exchange Process

For exchanges of eligible products:

  1. Follow the standard return process
  2. Clearly state your desired replacement item
  3. We’ll ship the new item once the return is processed
  4. Any price difference will be charged/refunded accordingly

Return Request Template

Use this professional format when contacting us:

Subject: Return Request – Order #[Your Order Number] Dear ToolMaster Shop Team, I would like to request a return/exchange for the following item(s) from my order #[Your Order Number]: Product Name: [Product Name] Quantity: [Number] Reason for Return: [Reason – e.g., defective, incorrect item, etc.] Please advise on the return process and any required next steps. [Your Full Name] [Your Contact Information] [Order Date]

Damaged or Incorrect Items

If you receive damaged goods or incorrect items:

  • Contact us immediately at [email protected]
  • Include photos of the damaged product/package
  • We’ll arrange a replacement or refund at no additional cost

Contact Us

For any return-related questions, our workshop support team is ready to assist:

Email: [email protected]
Postal Address: 86 Shelton Square, Coventry, GB CV4P 3XX