Terms & Conditions

Terms and Conditions Statement

Please Note: Due to their nature we cannot offer exchange or return on selected products such as Toolboxes and Tool Storage, Toolkits, Generators, Air Compressors & Welding Machines, consumables and spare parts as well as items obtained for customer’s special orders. Other returns are subject to manufacturer terms and conditions. If you are concerned about return options please call for clarification of your return options on a specified product. You may find return terms and conditions specified on the Brand Details pages.

Provided the item has not been used in any way, and which are not "fit for purpose" or are different to the specifications on our web site and is not covered by a Manufacturer's return terms and conditions may be returned for refund in the form of a store credit to Northwood Tool Company. We do not offer return for "Change of mind" purposes. Any return must be sent back to us POSTAGE PAID via the same method shipped within seven days for a full refund. It must arrive in good (new) order unless you have notified us before shipping it of any damage in which case we will give you a return authorisation (RA) number.

Items arriving damaged/used/missing parts without return authorisation (RA) number will be returned postage COD to the customer.  Refund (where applicable) is in the form of an in-store credit to the value of the original purchase price minus the shipping costs. (I.E: If you purchase an item for $200 plus $23 shipping, and then decide to return that item, you will receive an in store credit for $200). You will then be able to exchange the unwanted item for anything else in our Online Store to the same value. Postage/shipping for the replacement item will be at buyer cost.

REFUNDS
If your product should arrive faulty with any purchases you make from Northwood Tool Company simply advise us so we can give you a return authorisation (RA) number to attach to your return purchase within 7 days for a full conditional refund - as long as it meets the terms and conditions for return as listed above.  It is the responsibility of the customer to pay for return freight costs. Sorry we cannot refund freight charges on delivery and return of goods.*

* To receive an unconditional refund (of the product purchase price) you will need to return the product as received. That is, complete with packing, documentation, goods and accessories in a saleable condition.

GOODS LOST OR DAMAGED IN TRANSIT

NOTE: If being sent by Courier (e.g. TNT/StarTrack Express/ Couriers Please etc. ) to protect yourself always inspect the package for external damage when being delivered before accepting it as it may result in your claim being rejected by the insurance company if you do not note on the delivery receipt retained by the driver that the package arrived damaged.  Note under no circumstances in Northwood Tool Company responsible for loss or damage directly, that is why we pay an insurance fee for with each shipment. 

METHOD OF REFUNDS
Northwood Tool Company will refund to you in the form of an in-store credit to the value of the original purchase price minus the shipping costs. In cases where an actual refund is approved the refund will be made in the same manner you made payment. That is, EFTPOS or Credit Card payments will be refunded direct to your card, cheque payment by cheque etc.

HOW TO MAKE A RETURN
All we ask is that you contact us about the problem you have encountered so we can provide a return authorisation (RA) number to attach to return the product in its original condition with its packaging. We will also need a copy of your order confirmation record and/or invoice including goods receipt.

PRODUCT WARRANTIES
Our policy on warranty is governed by the manufacturer of each product, and is documented on the Brand description pages of this web site.  This does not affect your rights under law, nor void any warranty rights upon the manufacturer. We wish to ensure your purchase is a happy one, and want to make any problem resolution an easy process wherever possible.

"We prefer to lose a faulty tool rather than a good customer"

PRICE GUARANTEE
If at any time during the 7 days following receipt of your purchase (of a product we have sold direct) from us, the product is advertised by another company at a lower price, and this can be substantiated, we will refund the difference*. We do not want price to be the issue. At all times we want you to be confident that the price you have paid is the best available at that time. (* Specifically excludes Auctions, Liquidation sales, Receiver sales, eBay, and other similar one off sale prices. It is necessary for you to notify us with a copy of the advertisement within 14 days of your purchase, as we are not able to track the specials other dealers may offer from time to time). This excludes verbal offers of a better price, the price must be an advertised price we can see.

Please note if we subsequently change the advertised price of a product, due to fluctuating costs we have to endure, on our web site, this is specifically excluded from the above guarantee.

If your purchase is damaged in transit when sent by Australia Post eParcel as soon as the damaged item is confirmed and returned, we will send you a "no charge" replacement, freight free. For other forms of transport, insurance is by arrangement at buyers expense. You will need to return the damaged product to us for assessment. All we ask is that you advise us in writing within 48 hours of receipt of any damaged or lost parts. Maximum loss covered is the value of the goods stated on the Australia Post or Freight carrier insurance declaration.  

Naturally the product must be returned to us in good order and condition, apart from the documented damage. All packing, boxes, accessories and manuals must be included, damaged or not. If an item is received incomplete you must clearly document what is missing before returning the item. Any item sent back for exchange that does not meet these terms and conditions will be either sent back at buyer agreed cost for the shipping costs, or held for buyer pickup or shipping arrangement. Under no circumstances will Northwood Tool Company accept responsibility for shipping costs in any direction where the product does not meet the return terms and conditions.

Our Return Address:

Northwood Tool Company Pty Ltd

Australia Post: PO Box 641   Burpengary   QLD   4505

Courier:  16-20 Rosehill Drive   Burpengary   QLD   4505

With the exception of damaged goods where damage is covered by insurance, most returned items will need to be re-sold, please note that no exchange or return can be offered on any item unless the item is returned unused. This includes all items but especially Chisels, Drill Sets, Pry Bars, Hammers, Cutting items (inc. Knives, Hacksaws). Any item sent back for exchange that is deemed to have been or shows clear evidence of having been used will be either sent back at buyer agreed cost for the shipping costs, or held for buyer pickup or shipping arrangement. Under no circumstances will Northwood Tool Company accept responsibility for shipping costs in any direction where the product does not meet the return terms and conditions.

Please note: Due to their nature we cannot offer exchange or return on specified products such as Toolboxes and Tool Storage, Toolkits, Generators, Air Compressors & Welding Machines, consumables and spare parts as well as items obtained for customer’s special orders.