At National Tool Hire, we strive to deliver high-quality goods and services that meet your expectations. If you encounter an issue with your purchase, please follow the steps below to report any faults, defects, or breakdowns promptly.
Your Consumer Rights
If you’re purchasing as a consumer, National Tool Hire is legally obligated to provide goods and services that align with our contract. This means goods should be free from faults, match their description, and be of satisfactory quality, while services should be performed with reasonable skill and care. If these standards are not met, you have legal rights to remedies, such as repairs, replacements, or refunds, depending on the circumstances.
How to Report a Fault
To ensure we can address any issues quickly, please examine and test your goods immediately upon delivery. If you identify a fault, defect, or breakdown, you must report it to National Tool Hire within 2 hours of delivery. Follow these steps:
Contact us directly: Use one of our official communication channels, available 24/7:
- Create a support ticket
- Reach us through live chat
- Message us via WhatsApp
Do not contact subsidiaries or third parties: Reports sent to unauthorised channels will not be accepted.
Provide details: Include your order number, a description of the fault, and any relevant photos, videos or evidence to help us process your claim efficiently.
Important Notes
- Do not use faulty goods: If you identify a fault, refrain from using the goods unless we have provided written authorisation to do so.
- Timely reporting: Failure to report a fault within the 2-hour window may impact your ability to claim remedies under our contract. However, your statutory consumer rights remain unaffected.
Next Steps
Once we receive your report, our team will review the issue and contact you to discuss possible remedies, such as repair, replacement, or refund, in line with your consumer rights. We’re here to help, so please reach out promptly if you encounter any problems.