Returns

At Durston Tools, we understand that sometimes you need to return or exchange an item for one reason or another.  We would recommend that you carefully check your products as soon as they arrive prior to using them, in case they need to be returned.. 

Requesting a return

To request a return, please call us on +44 (0)1494 535388 or email support@durston.com

Returns FAQs

When can I return something?

You have up to 28 days to request a return. Returned goods will be credited to your account if returned in their original condition within 28 days. Special orders and custom products cannot be returned.

How do I return faulty items?

If you purchased your item through one of our Dealers, please contact them to resolve your issue before contacting us directly.

For items that have been received faulty or developed a fault, in the first instance, please can you contact our customer service team on either +44 (0)1494 535388 or email support@durston.com. We will then be able to assist you with the right solution.  If the item returned is not faulty, the cost of the postage will be deducted from the credit.

Who pays for return shipping?

If the item is faulty or damaged on delivery, Durston Tools will pay for return shipping and delivery of the new item.
For items that have been received faulty or developed a fault, in the first instance, please can you contact our customer service team on either +44 (0)1494 535388 or email support@durston.com. We will then be able to assist you with the right solution.  If the item returned is not faulty, the cost of the postage will be deducted from the credit. If it is not faulty, the customer will need to pay for the return shipping.

I've been sent the wrong item. What do I do?

If items have been sent incorrectly, please can you contact our customer service team on either +44 (0)1494 535388 or email support@durston.com. We will then get in touch to sort everything out and endeavour for the correct item to be dispatched the same day you notify us.

Refund or exchange?

We will offer to exchange your item if requested. Refunds will be credited to the original payment method.

How do I get my refund?

Goods accepted for return will be credited at the price on the date of invoice. If you request a refund, we aim to complete the refund within 5 working days of the product being received back to our factory.