Customer care can help confirm your refund request meets the online returns policy.
Total Tools Online Order Returns Policy
PROOF OF PURCHASE
Before returning or exchanging a product, Total Tools requires proof of purchase identifying the date, price, store and product/s purchased.
If you do not have one or more of these details, we will attempt to locate them in our system.
CHANGE OF MIND
If you have simply changed your mind, Total Tools will exchange unused products returned within 30 days that are in original/resaleable condition. “Change of mind” does not apply to sale or promotional items, spare parts, “special order” products or products not usually stocked.
FAULTY PRODUCTS
Total Tools will handle faulty products in accordance with the consumer guarantees in the Australian Consumer Law (ACL), including by following any express manufacturer’s warranty you received with the product.
If your product needs to be externally assessed, we will advise you of this and any associated fee, which isn’t payable if the product is not of acceptable quality or otherwise doesn’t comply with the ACL.
If the fault is minor, we will repair or replace the item within a reasonable time.
If the fault is major, you may choose between a refund, replacement or repair.
If the product is not faulty, or the fault is caused by misuse or abnormal use, Total Tools has no obligation to provide a refund, replacement or repair.
DELIVERIES AND ONLINE ORDERS
Please do not sign for delivery of products that are obviously damaged. If damage is only found upon unpacking, or there is an error in your order, please contact the store who fulfilled your order as soon as possible for assistance, or email the online support team at onlinesupport@totaltools.com.au
What if a refund is requested but the order is already picked up from the store and is with the courier already?
If you wish to proceed with the cancellation, you may refuse the delivery and in turn, the courier will return it to the store. Do note that refund will only be processed once we receive return confirmation from the store.
Where should I return the items for an online order?
- You can return your online order to any Total Tools store. Ideally it is the store that processed your order.
- When the items have been returned and are accepted back by the store (e.g. in saleable condition etc.), they will advise the online support team to refund the good/s.
- You will receive a 'Refund/Credit memo' once this has been processed by the online support team.
How long will it take to get my money back?
- The refund memo advises it can take 3-5 business days for standard bank/financial institutions to process and return the funds as available to your account.
- Refunds for payment methods: Paypal, Zip and Openpay are usually a lot swifter (instant). Often these refunds are to the account directly, and will require you to login and withdraw if you would like them to return to your own bank account.