Refund policy

Returning Goods: Damaged on Receipt, Faulty/Non-Start or Incorrectly Delivered

Should any machine/equipment purchased from Terrier Tools Limited arrive damaged or fail to start, the customer must contact Terrier Tools Limited Within 24 Hours on 01978 660011, before returning items. The customer should state the order number, the name the goods were ordered under, and reason for contacting Terrier Tools Limited, instructions given by the Sales Team should be followed, Terrier Tools will quickly and effectively replace (subject to availability) or refund the purchase. Goods returned to the supplier will be fully inspected to confirm the reported fault/damage originally reported, should the returned machine be found not to be faulty as originally reported, the customer may incur the cost of the return carriage charge. All goods must be returned in their original packaging where possible with care and attention being paid to adequately protecting the goods for return transit to us, failure to protect the goods for return will affect what Terrier Tools can do to correct the original problem, the supplier reserves the right to deduct a charge for transit damage due to a lack of care in packaging by the customer.

Returning Goods Incorrectly Ordered by the Customer

On receipt of an order, should the customer find that they have ordered the wrong item, the customer should contact our Sales Line on 01978 660011 within 24 hours and clearly explain the mistake, clear instructions will then be given by one of our team. When returning goods for exchange a traceable method of transit must be used as Terrier Tools Limited cannot be held responsible or accept liability until the goods are received and signed for by one of Terrier Tools Limited staff. Replacement machines will incur a further carriage charge to despatch plus any additional adjustment in cost should the replacement differ in price from the original order, we regret that the supplier cannot refund any costs which the customer has incurred in returning the initial item to the supplier’s warehouse. Where a refund is requested without replacement Terrier Tools Limited reserve the right to charge a restocking fee of up to 20% for any machine returned, no refunds will be given should the goods be returned and on inspection found to be in an inferior condition and not resalable. Credit payments back through to customer credit card accounts will be processed and completed within 14 working days of the goods being returned and signed for by one of the members of staff of Terrier Tools Limited