DELIVERY AND RETURNS

Deliveries

  • We offer FREE DELIVERY to UK and Ireland on ALL ORDERS over £100.00 including VAT otherwise we need to charge a minimal fee to cover shipping and handling costs.

  • For orders upto £50.00 including VAT we charge £15.00 + VAT where £5.00 is the delivery charge and £10.00is the small order handling charge.
  • For orders over £50.00butless than £100.00 including VAT we charge £5.00 + VAT for delivery.
  • Orders are usually sent for processing the same day if the order is approved before 3.00pm.

  • If the order is approved after 3.00pm then the order is usually sent for processing the next working day. Working days are usually Monday to Friday inclusive. Non-working days are Saturdays, Sundays and Public Holidays in Europe. (Mainly UK and France)

  • Orders are ONLY approved when you receive an email from us titled 'Payment Approved - Processing Order'.

  • Usual delivery time is 4 to 5 days from order approval. Areas such as Highlands, Islands & more remote areas may take slightly longer. All orders are shipped directly from the Facom and Britool Expert warehouse in France.  

  • Deliveries are either made in parcels or larger items on pallets. Pallet deliveries can only be made to ground floor locations.

  • We cannot specify delivery dates or times.

  • All deliveries MUST be signed for by responsible adult over 18 years.

  • For Parcel deliveries, we will send you the tracking details from the courier (which is usually UPS) so you know when to expect your order.  

  • If you are not present to receive and sign for the delivery then it will either be taken to a local UPS Access Point or if there is no local UPS Access Point then the courier will make 3 attempts at delivery.  

  • If your order has been delivered to a UPS Access Point, the courier will leave a card informing you of this.  The card will give details of the UPS Access Point (location and opening times) so you can arrange collection.  If you do not want to collect from the UPS Access Point then you can contact the courier using the number on the card to re-arrange delivery.  You must re-arrange delivery or collect from the UPS Point within 3 days.  If the delivery is not collected or delivery re-arranged within 3 days then unfortunately the order will be treated as an unwanted order and will be returned to us. In this instance you will receive a full refund (excluding outbound shipping costs if any) within 28 days less a 20% restocking charge.
  • If the courier has attempted delivery and has not taken your order to a UPS Access Point then a card will be left informing you of this and the courier will make 3 attempts at delivery.  You can also contact the courier to re-arrange the delivery.  If after 3 delivery attempts the courier has been unable to deliver then unfortunately the order will be treated as an unwanted order and will be returned to us. In this instance you will receive a full refund (excluding outbound shipping costs if any) within 28 days less a 20% restocking charge.
  • For Pallet deliveries we will contact you to advise of the delivery day and time so that you can arrange to receive the pallet. If you are not present to receive and sign for the delivery then will we always try to work with you and the courier to re-arrange delivery as soon as possible.  Unfortunately if delivery is not completed within 3 days then the order will be treated as an unwanted order and will be returned to us. In this instance you will receive a full refund (excluding outbound shipping costs if any) within 28 days less a 20% restocking charge.

Returns

Cancellation of Order before despatch of Goods.

  • You may cancel your order by informing us in writing through Contact us.

  • In this instance you will receive a full refund (excluding any delivery costs) within 28 days.

Cancellation of Order after receipt of Goods.

  • You may cancel your order up to 14 days from receipt of delivery by informing us in writing through Contact us.

  • The Goods including all packaging MUST be in original, unopened and saleable condition.

  • You should inform us of what you wish to return and we will give you a returns number for reference. This returns number must be on the return parcel.

  • Please note that we cannot accept returns without an authorised returns number clearly labelled on the return parcel.

  • It is your responsibility to return the Goods to us. We recommend that you arrange appropriate insurance and proof of postage.

  • You have 14 days from the receipt of the returns number for the return to reach us, any returns received after this date will not be accepted as we will assume that you want to keep the item and no refund will be due.  

  • Please note that you have title of the Goods and a duty of care of the Goods during this time and any damages to the Goods including packaging will incur charges which will be taken from the refund due.

  • When we receive the Goods in original, unopened and saleable condition we will arrange for a refund (excluding outbound shipping costs in any) within 28 days less a 20% restocking charge.

  • If we deem the Goods or packaging damaged then no refund will be due. We will inform you in writing by email. We may offer to re-deliver the Goods back to you or you may make your own arrangements for your own courier to collect the Goods within 14 days. Please note we cannot hold your Goods for more than 14 days. Goods not re-delivered or collected within this 14 day period may be disposed of at extra cost to you.

Incorrect Delivery/Damaged/Faulty Goods.

  • If you believe your Goods to be incorrect or damaged or faulty on delivery then you must inform us immediately in writing through Contact us and provide all relevant information and the reason for your claim.

  • If we deem your claim appropriate then we will arrange for collection and inspection at our cost. You MUST make the Goods available for collection by our couriers.

  • Upon inspection if we deem the Goods incorrect or damaged or faulty then you will be offered an exchange or refund at no cost to yourself.

  • If we deem the Goods not incorrect or damaged or faulty or damaged or faulty through neglect or misuse then no refund or exchange will be due. We will inform you in writing by email. We may offer to re-deliver the Goods back to you or you may make your own arrangements for your own courier to collect the Goods within 14 days. Please note we cannot hold your Goods for more than 14 days. Goods not re-delivered or collected within this 14 day period may be disposed of at extra cost to you.

Facom & Britool Expert Guarantee

  • If you believe your Facom or Britool Expert item to be faulty under the Facom Guarantee or Britool Expert Guarantee Promise you must inform us in writing through Contact us and provide all relevant information and the reason for your claim.

  • If we deem you claim appropriate then we will ask you to arrange to send the item to us. We recommend that you arrange appropriate insurance and proof of postage. Please note that you have title of the item and a duty of care of the item during this time.

  • Upon inspection if we deem the item faulty then you will be offered a replacement item at no cost to yourself.

  • If we deem the item not faulty or faulty through neglect or misuse then no replacement will be due. We will inform you in writing by email. We may offer to re-deliver the item back to you or you may make your own arrangements for your own courier to collect the item within 14 days. Please note we cannot hold your item for more than 14 days. Items not re-delivered or collected within this 14 day period may be disposed of at extra cost to you.

  • Please note that storage products have 5 year guarantee and torque wrenches have a 1 year guarantee. These products if claimed faulty within the guarantee period then they will be required to be either viewed by a Facom or Britool Expert Representative or sent for inspection or repair.

Questions or Queries.

If you have any questions about our Delivery & Returns Policy please email through the Contact us section of the website or call our Sales Helpline on 01637 873 944.