Find answers to common questions about hiring tools and equipment with National Tool Hire. If you don’t see your question, contact us via LiveChat.
Booking and Payment
Question
Do I need a trade account to hire?
Answer
No, both DIY and trade customers can hire without a trade account. Businesses can apply for a trade account for added benefits like bulk discounts.
Question
What payment methods are accepted?
Answer
We accept Visa, Mastercard, Apple Pay, Google Pay, and PayPal. PayPal Pay in 3 is available for orders between £30 and £2,000.
Question
Can I cancel or modify my booking?
Answer
Yes, cancellations can be made 1 working day BEFORE the hire start day, providing you have cancellation cover (purchased at checkout). If no cover was purchased, cancellation can still be proceeded with, however, it is non-refundable. If you need to modify an order before delivery this needs to be done 1 working day before the hire is due to start and may incur an administration fee.
Equipment and Usage
Question
What equipment is available?
Answer
Our catalogue includes over 2,000,000 products, such as wacker plates, cement mixers, scaffold towers, mini diggers, dehumidifiers, and more. Browse at nationaltoolhire.co.uk.
Question
Is equipment tested before hire?
Answer
Yes, our partner depots inspect and test every item before and after each hire to ensure safety and functionality.
Question
Do I need training to use the equipment?
Answer
Most tools are user-friendly for DIYers, but some (e.g., cherry pickers) require certification. Check product details or ask our team.
Delivery & Collections (Returns)
Question
Is delivery really free?
Answer
Yes, free delivery is available to most UK mainland postcodes. Some plant equipment or remote areas may incur a low-cost fee, shown at checkout.
Question
What is my delivery is late?
Answer
Contact us immediately on LiveChat. We’ll liaise with the supplier to resolve the issue and keep you updated.
Question
How do I return equipment?
Answer
We arrange free collection at the end of your hire. Ensure the equipment is clean and ready for curb-side collection. Please note, we work with our partners to have these collected as soon as possible, however our partners have up to 5 working days to collect. Until that time, you are responsible for the safety of the equipment. We endeavour to collect next day, but our average collection timeframe is 2 days.
Refunds and Deposits
Question
When will my deposit be refunded?
Answer
Deposits are refunded within 21 working days after equipment is collected. This is because all equipment must be inspected to ensure there’s no damage or cleaning required or excessive wear.
Question
What if my refund is delayed?
Answer
If you haven’t received your refund, contact us via LiveChat or create a ticket and we'll resolve this as soon as possible.
Faults & Goods or Services
Question
What should I do if I receive faulty goods?
Answer
Examine and test your goods immediately upon delivery. If you find a fault, defect or breakdown, report it to us within 2 hours using one of our channels: support ticket, live chat, or WhatsApp. Include your order number, description and evidence of the issue. DO NOT use the goods until we have authorised this in writing.
Question
Which contact methods are accepted for reporting faults?
Answer
You must use of of our official 24/7 channels: Create a ticket, or message us via live chat or WhatsApp. Provide the details and evidence of the issue to help us resolve your concern.
Question
What happens if I miss the 2-hour reporting window?
Answer
If you don't report a fault within 2 hours of delivery, it may affect your ability to claim remedies under our contract. However, your statutory consumer rights, such as those for faulty goods or substandard services, are not affected and can still be exercised.
Question
Can I use the goods if I notice a fault?
Answer
No, you should not use faulty goods unless we provide you with written authorisation. Using the goods without approval will impact your claim.
Question
What remedies are available for faulty goods?
Answer
As a consumer, you have legal rights to remedies like repairs, replacements, or refunds, if goods are faulty or damaged. We will assess your report and offer the appropriate solution based on the issue and inspection outcome.
Question
How quickly will you respond to my fault?
Answer
We aim to review your report promptly (within 2 working hours) and will contact you to discuss next steps, such as troubleshooting, repairs, or replacements. Response times may vary depending on the complexity of the issue
Other
Question
How do I contact support?
Answer
Use LiveChat on our website. We typically respond within 24 hours.
For further assistance, our team is here to help!
Last Updated: May 15, 2025