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Customer Service

  • LOOKING AFTER OUR CUSTOMERS

    Looking after our customersSince we opened the doors on April 13th 1988, our core focus has been on providing exceptional customer service. Today we have a team of dedicated, friendly professionals who regularly win glowing praise from many of our customers* for the high level of customer service they provide. Trained by our product manufacturers, they are able to assist with product selection, identify opportunities for productivity improvements, help in rationalising the logistics stream, and coordinate efforts when unforeseen issues arise. Supported by a network of product specialists, we are able to bring real expertise in many areas of industrial supply, including, but not limited to:

    PPE & SafetyCutting ToolsHand ToolsMaintenancePower Tools
    • Safety audits.
    • Noise surveys.
    • Sight protection.
    • Fall arrest.
    • Productivity reviews.
    • Tool management.
    • Coolant surveys.
    • Tool rationalisation.
    • Torque calibration.
    • Anti-spark tools.
    • Tool storage.
    • VDE Tooling.
    • Lubrication surveys.
    • Exotic fasteners.
    • Engineering steel.
    • Paints & sealants.
    • Makita specialist.
    • Diamond blades.
    • Discs & accessories.
    • Replacement batteries.

    *source: Annual customer satisfaction survey
     
  • DELIVERY & RETURNS

    All orders are carefully packaged in our warehouses in Rhyl & Deeside, in beautiful North Wales. Our ISO 9001 registered system provides a 3 point inspection process with every single product being visually examined for accuracy of dimension, quantity, colour, and general condition prior to packaging.
    Deliveries to North Wales and the North West of England are generally made using our own fleet of vehicles. Deliveries further afield, and to outlying areas, are made by our delivery partner UPS. Due to the volume of parcels we despatch, we've negotiated highly preferential rates with UPS and pass all of this benefit on to our customers. Your personal delivery options are displayed during the checkout process, and costs are calculated dynamically on a "per order" basis.
    International Shipping is also provided by UPS, with a choice of standard or express international service. We have many regular customers throughout Europe, the Americas, Australasia, and the middle East.

    Returns (commercial)

    We want you to be happy with your purchase, that's why we have made it so easy for you to return any item you are not satisfied with. Our 14 day money back guarantee means that if for any reason you are unhappy with your purchase just return it to us unused and in its original condition and we will issue a full refund for the price of the item. We will also refund any delivery charge if the return is a result of our error (we don't make many, but we are human!).

    All refunds will be automatically credited back to the original payment method within 7 days from receipt of any items returned. To arrange a return please phone our customer services team on 01244 846510, explain your circumstances and your reason for returning the item, they will then issue you with an authorisation number. Your statutory rights are not affected by this policy.

    Returns (consumer)

    The consumer contract regulations provide a 14 day cancellation period for all UK orders. Once notified, you have a further 14 days to return your order to us for a full refund. The cost and risk of returning the goods is the customer's responsibility. In all cases, we are only able to accept goods back in new, unused condition with the original packaging intact.

    All refunds will be automatically credited back to the original payment method within 7 days from receipt of any items returned. To arrange a return please phone our customer services team on 01244 846510, explain your circumstances and your reason for returning the item, they will then issue you with an authorisation number. Your statutory rights are not affected by this policy.