We always try our very best to make every sale perfect. Unfortunately however, we can't be perfect 100% of the time. Every now and then there will be a slight hiccup with an order. All we ask is that you let us know of any problems or inconvenience that you have had so we can rectify it for you.
Problems with Communication
Put simply, if we receive a customer email, we will always respond as quickly as possible. Unfortunately sometimes emails can be caught up in spam/junk filters etc, so if you don't receive a response from us within 24 hours, please check your junk mail as there is absolutely no chance of your message being ignored!
Item was faulty
We only stock high quality products, but there is always going to be a small chance that there may be a fault. All items we sell are covered by a full warranty. Please get in touch and we will always replace or refund for you.
Item doesn't match the listing
We pride ourselves with the detail and quality of the information in our listings. Despite this, there is always a small chance that we have made a mistake, or a supplier has changed the product without notice. Again, please get in touch so that we can rectify this. We will always make sure that you either get the item you ordered or a full refund, and if there was an error in our listing, we will always correct it to avoid future confusion.
My item didn't arrive
We always ship our items within a maximum of 2 working days, and usually within 24 hours of your order. If your item doesn't reach you, please, please let us know so that we can investigate it for you. Again, postal services realistically can't operate at 100% all of the time. There are going to be rare occasions when an item gets lost in transit. We don't know that an item hasn't reached unless you tell us. We will always resolve it for you by way of a replacement or a refund if stock is unavailable.
There was no stock
Like all businesses, we rely on computer systems and software to keep our listings as up to date and as accurate as possible. Like all systems, glitches and errors can occur from time to time. Unfortunately these things can happen, however we will always fully refund as soon as we are made aware of the problem.
We want you to have a pleasant experience when shopping with Big Red Toolbox, so if you have any problems, large or small, we will always do everything and anything we can to sort it for you. All we need you to do is get in touch!