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Solent Tools Returns, Refunds & Exchanges

We hope that every product we send out is correct, has no defects and fits. But we don’t live in a perfect world and we are here to help with returns, refunds & exchanges. We have tried below to make it as easy as possible to do so and explain the process of different situations.

Returns Policy

I need to cancel an order and would like a refund.

If you have placed and order and it has not been dispatched please call (02380578057) or email (sales@solenttools.co.uk) us and we will cancel your order and refund the full amount that you have paid.

I have placed and order and have not received anything.

We send a dispatched email on all orders placed on the website, providing you have entered your email address correctly you should receive that and other emails (please check your junk folder). This will have the tracking number that when clicked on should provide an update on all ‘Tracked’ deliveries). We are only able to see the same tracking information that we send to you. Please be aware that in most cases we have to wait a full 10 working days before we can resend any item.

If you have any concerns about whether payment has gone through or you have not received a dispatched email please contact us: call (02380578057) or email (sales@solenttools.co.uk).

The item that I ordered is no longer needed and would like a refund.

When an item has been dispatched you will need to wait until you have received it. Providing that it is still in its original packing, it has not been fitted to a machine or used, and it is within 30 days of receiving the item you can return it for a refund. Please email (sales@solenttools.co.uk) prior to sending it, so that we know why it has come back and that we need to refund your order when it arrives back with us.

In accordance with The Consumer Contracts Regulations 2013: It is at your cost to get the item back to us safely. Once we receive it we will inspect it to check that they above conditions have been met and (providing that they have) refund the full cost of the order minus any additional amount that you have paid for express delivery.

The part I have received does not fit.

Please contact us by phone (02380578057) or email (sales@solenttools.co.uk). It may be that we have sent the wrong part, there may be a variant for your model or you may have ordered the incorrect part.

We would rather work with you to find a solution and supply you with a part to get your machine working again than just refund you. 

If we have sent the wrong part then we will cover all of the postage costs. If the part has been ordered incorrectly you may be liable to pay for the return delivery and any difference between the prices of the item ordered and the replacement.

How long will a refund take?

We issue a refund as soon as we receive an item back (or cancel an order) and open our returns. But it depends how you paid as to how long it takes to get your money back:

With a credit / debit card it really depends on the bank / card that the money is going back to. Some are within a few hours and others take up to 5 working days.

If you paid by Paypal the refund is almost instant and will go into your Paypal account (it may then get transferred to your bank account depending on your Paypal settings)

I believe that the part I received is faulty.

Please contact us by phone (02380578057) or by email (sales@solenttools.co.uk).

We can determine if the part is faulty or if other factors need to be considered. When refunding and replacing faulty we comply with The Consumer Rights Act 2015.

For certain products such as bandsaw blades and ignition coils we have ways to test if the part was faulty. 

We sell spare parts for power tools, these tools have done a lot of work and have worn parts inside them. A part is normally being replaced because a machine has broken the old part and the reason that it has destroyed the original part is not always down to age. For example if it has snapped or melted a drive belt and it does this again with a replacement belt the fault is unlikely to be down to a manufacturing defect with the new belt.

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