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Our Refund and Deposit Policy

Rick Rental
Updated

At National Tool Hire, we aim to make our refund and deposit process transparent and fair. This policy outlines how refunds and deposits work for your hire.

Deposit Policy

  • Why We Take Deposits: A refundable deposit is required for most hires to cover potential damage, cleaning or additional costs.

  • Deposit Amount: Varies by equipment (e.g., £50–£250 for standard tools; up to £1,000 for plant equipment). The amount is shown at checkout.

  • Payment: Collected with your hire fee via your chosen payment method.

  • Inspection: Equipment is inspected by our partner depot after collection. Deposits are refunded within 21 working days if no issues are found.

  • Deductions: May occur for:

    • Damage beyond normal wear and tear.

    • Failed delivery and collection attempts.

    • Excessive cleaning required (e.g., cement residue on mixers).

    • Late return without prior agreement.

Refund Policy

  • Cancellations: Full refunds (including deposits) are issued for cancellations before delivery. Contact us as soon as possible to cancel. You must have cancellation cover and let us know 1 working day before your hire is due to start.

  • Non-Delivery or Substitution:

    • If an item is unavailable, we’ll offer a comparable substitute or alternative dates.

    • If unsuitable, notify us within 3 hours of notification for a refund.

  • Faulty Equipment: If equipment is defective and troubleshooting fails, we’ll replace it and extend the hire time to ensure you don't lose out. 

  • Processing Time: Refunds are processed within 21 working days to your original payment method. Delays may occur during peak periods.

Common Scenarios

  • Delayed Refund: If you haven’t received your refund or deposit after 21 working days, visit LiveChat or create a ticket with your booking number.

  • Disputed Deductions: If you disagree with a deposit deduction, raise a ticket with details. We’ll review with the supplier and respond within 72 hours.

  • Early Return: We do not offer partial refunds for early returns, but you can end the hire early by creating a ticket for us arrange collection.

How to Request a Refund

  1. Contact our Hire Team via:

    • LiveChat: Available on our website

  2. Provide your booking number and details of the issue.

  3. We’ll confirm receipt and process your request promptly.

Notes

  • Supplier Issues: We work with trusted suppliers, but occasional delays (e.g., in refund processing) may occur. We’ll resolve these quickly.

  • Fraud Prevention: We may require ID verification for large refunds to protect against fraud.

  • Price Matching: Refunds don’t apply to price differences unless we fail to match a competitor’s price as promised.

For further clarification, contact our team. We’re here to ensure a fair and smooth experience.

Last Updated: May 15, 2025

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