Our Satisfaction Policy
We want you to be pleased with your purchase. If you are not satisfied, you can return your items provided they are unused and in their original packaging. Outbound delivery charges will not be refunded. Call or write within 14 days of purchase for authorisation to return or exchange your unwanted goods. See ‘Returns procedure’ for more information. Faulty items can be returned at any time during their warranty period (see below).
Important information about deliveries
Free Delivery applies to UK mainland only. However the following postcode areas will attract a delivery charge: PO, TR, ZE, PH, PA, KW, KA, IV, SIV, JE, IM, HS, GY, BT and AB. Please check with Norfolk Tools (firstname.lastname@example.org) with details of the product you are interested in and your full address, we can then confirm cost of shipment.
Due to logistical problems beyond our control, delivery to certain parts of the UK may take longer than advertised. Please speak with your sales rep for confirmation of delivery times.
Items too heavy or large to be transported by standard shipment will be sent by pallet. If this is the case for your order, you will receive a freight quote. You will need to provide assistance for unloading individual items over 30kg.
Manufacturers & Suppliers direct delivery
This is a special order delivered to you directly from the manufacturer/supplier. Free delivery applies to UK mainland only.
Direct delivery items may attract a delivery charge if shipped to the following postcode areas: AB, BT, HS, IM, IV, KW, PA, PH, TR and ZE.
Your Sales Representative will be able to provide a quotation for delivery charges to these areas and provide an estimated delivery date at the time of order. As this is a special order, your credit card will be charged at time of order and any returns subject to a 20% restocking fee plus VAT.
Items requiring assembly
Certain items may need assembly prior to use. All machinery must be fuelled and oiled prior to first use. Hydraulic items may need bleeding or refuelling on receipt. Ordering of these items is on the understanding that the purchaser is competent or has employed someone competent to complete these tasks.
All deliveries must be signed for on arrival. Our carriers cannot leave goods at unattended sites. We reserve the right to pass on any redelivery charges applied by our carriers should it be necessary to make multiple attempts to successfully deliver your order. We reserve the right to retain carriage charges for orders rejected by the customer at the point of delivery.
Due to logistical problems beyond our control, delivery to certain parts of the UK may take longer than advertised. Please speak with your Sales Rep for confirmation of delivery times.
All returns must be arranged through Customer Services who will issue you with a returns authorisation number at email@example.com . Please do not attempt to return any item to Norfolk Tools unless you have been issued with a returns authorisation number. Goods returned without authorisation may result in a delay of your query being dealt with.
These items can be returned, at your expense, within 30 days of invoice provided:
- They are unused, with all manuals and in their original ‘as new’ undamaged packaging.
- Items included with a free gift will need to be returned with the gift.
- Items returned within 30 days can be exchanged or you can decide to have a refund. Items exchanged for the same or greater value will be dispatched to you DELIVERY FREE!!
- Original Delivery charges are non-refundable.
A minimum 20% re-stocking will be charged or a refund /exchange refused if we are unable to re-sell the unit as new with all manuals in the original packaging. Items delivered directly from the manufacturer are subject to a 20% re-stocking fee and may also be subject to collection / delivery charges. Items returned at your expense are still your responsibility whilst in transit.
Faulty items can be returned at any time during their warranty period. Please have your original invoice to hand when you call. Petrol / Diesel powered items must have all fuel and oil removed. Please ensure items are suitably packaged for collection. Items delivered on a pallet will need to be palletised when collected. Return packaging is the responsibility of the customer. Should upon inspection no fault can be found or the fault has been caused by mis-use or lack of general maintenance charges may be incurred. In general seals carry a 30 day warranty; consumable components carry a 90 day warranty against defects only. Items marked for ‘domestic’, ‘occasional’ or ‘consumer’ use carry a warranty for home use only. There is no warranty for business use or when bought under a business name.
Items damaged in transit can be returned provided you have signed for the consignment as damaged or unchecked and notify Customer Services on the above telephone number or e-mail address with 24 working hours of receipt. Please have your packing slip to hand when you call. A replacement unit or refund may be refused if the goods have not been signed for as damaged or unchecked and reported within 24 working hours.
Un-refundable used items
Certain items cannot be refunded by Norfolk Tools if they have been used, due to Health & Safety restrictions. Items covered under this un-refundable Used Items condition, include all items from our Food Preparation and Pest Control ranges. If you are unsure about whether or not the item you are about to purchase, or have purchased, falls under this un-refundable Used Items condition, then please call Norfolk Tools for clarification.
Warranties on merchandise
Products not manufactured by Norfolk Tools are warranted by the manufacturer and details should be contained in the accompanying manuals. For a copy of your manual and details of your warranty period, please call Customer Services. To report defective merchandise, please quote your invoice number.
All product manuals will detail warranty periods, but in general:
- Hand & Electric Power Tools – 12 months warranty
- Pressure washers – 12 months warranty
- Pressure washer accessories – 90 days warranty
- Air tools – 6 months warranty
- Hydraulic items – 6 months warranty
All items sold for hire carry a 90-day warranty. Neither Norfolk Tools nor the manufacturer can be held liable for fair wear and tear or misuse of the goods. In all circumstances, Norfolk Tools will only be liable for the cost of goods. Shipping or consequential loss will not be paid.
What Is a Backorder?
A backorder is an order for a good or service that cannot be filled at the current time due to a lack of available supply. The item may not be held in the company’s available inventory but could still be in production, or the company may need to still order more of the product from the manufacturer.
How Long Will My Order Be Processed Before Shipment?
Orders are packed and posted from 8 am- 3 pm, Monday to Friday. Provided your products are in stock & we are not experiencing unusually high order volumes, the package will be sent same-day shipping except for weekends and public holidays.
However, if you purchased an item that is on ‘BACKORDER’ your parcel will be held until that item has arrived in stock. BACKORDERS usually take between 14 – 30 days (depending on the demand).
Norfolk Tools works directly with the manufacturer. This sales method allows us to keep our prices as low as possible, however, we are subject to the manufacturer’s shipment schedules. This means the stock may run out while awaiting the next delivery, please allow some time for items to be restocked.