About Us

ToolHQ is part of Retailsplash Group. Retailsplash has over 150,000 positive feedback across its stores. Australia's Favourite Game Store Tools at Mates Rates
We supply quality goods at great prices...
	Australian Registered Company ToolHQ is a reputable company. We are an Australian registered Company and comply with all Australian legislative requirements. We pay our tax and supply tax invoices to Australian purchasers.
	Genuine Brands Brands sold by ToolHQ are genuine brands. They are not cheap rip-offs of well known brands. Products are either imported directly by ToolHQ or sourced locally. Where products are indicated as new, they are brand new, never used, in its original packaging and carry a ToolHQ warranty (please see item for specifics).
	100% Satisfaction Guarantee We guarantee satisfaction. If you are unhappy for any reason you may return the item within 14 days for a full refund. In addition an item specific warranty is provided in most circumstances.
	Sold and Shipped from Melbourne All products sold are in our Melbourne warehouse at the time of sale. We do not pre-sell unless it is clearly stated and we do not rely on manufacturers or distributors to drop ship. Your items are therefore inspected and packed by us in Melbourne. This will enable you to receive your goods that much quicker. We do not inflate postage. Wherever possible, we quote a flat rate postage countrywide. For your peace of mind, insurance is included in our shipping rates.
	Multiple Ways to Pay Although Paypal is preferred, we accept: Paypal Bank transfer Credit Cards through Paypal  Mastercard Visa Money Order
	Australian Owned Company ToolHQ is 100% Australian owned.

Guarantee

No Risk Return and Warranty

If you are unhappy with the product for whatever reason, please contact us within 7 days of receipt of the item to arrange for a return and refund. You will be given a Return Authorisation number (RA#), which should be clearly marked on your return package.The package should be unopened in its original packaging.

Warranty Details

• Your item includes a warranty period as specified in the listing
• In terms of our warranty, ToolHQ may elect to repair, exchange or replace the defective item with a substantially similar item.
• For any warranty claim within 30 days from purchase, all postage will be paid by ToolHQ. For any claim after 30 days, postage to and from ToolHQ will be paid by the customer

And now for the fineprint (our lawyers make us do it!) ....

ToolHQ Limited Warranty:

ToolHQ's warranty obligations are limited to the terms set forth below:
ToolHQ warrants products sold by ToolHQ against defects in materials and workmanship under normal use for a period as specified in the ToolHQ product description from the date of purchase ("Warranty Period"). If a material defect arises and a valid claim is received within the Warranty Period, at its option and to the extent permitted by law, ToolHQ will either (1) repair the hardware defect at no charge, using new or refurbished parts equivalent to new in performance and reliability, (2) exchange the product with a product that is in a similar condition, performance and reliability and is at least functionally equivalent to the original product, or (3) refund the purchase price of the product. Where the product was sold as part of a package deal or kit, ToolHQ will fulfil its warranty obligation by repair, exchange or refund of the defective item only. If the defective item was sold as part of a kit or package deal, ToolHQ shall in its sole discretion, but acting reasonably, determine the refund amount of the item. ToolHQ may request that you replace defective parts with new or refurbished user-installable parts that ToolHQ provides in fulfilment of its warranty obligation. A replacement product or part, including a user-installable part that has been installed in accordance with instructions provided by ToolHQ, assumes the remaining warranty of the original product or ninety (90) days from the date of replacement or repair, whichever provides longer coverage for you. When a product or part is exchanged, any replacement item becomes your property and the replaced item becomes ToolHQ's property. Parts provided by ToolHQ in fulfilment of its warranty obligation must be used in products for which warranty service is claimed. When a refund is given, the product for which the refund is provided must be returned to ToolHQ and becomes ToolHQ's property. 

Exclusions and Limitations:

This Limited Warranty applies only to products sold directly by ToolHQ to the end user. It specifically excludes any bonus or gift items. ToolHQ does not warrant that the operation of the product will be uninterrupted or error-free. ToolHQ is not responsible for damage arising from failure to follow instructions relating to the product's use. Unless stated otherwise, this warranty does not apply: (a) to consumable parts, such as batteries, unless damage has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches and dents; (c) to damage caused by use with product not supplied by ToolHQ; (d) to damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes; (e) to damage caused by operating the product outside the permitted or intended uses described by ToolHQ or manufacturer; (f) to damage caused by service performed by anyone who is not a representative of ToolHQ (g) to a product or part that has been modified to alter functionality or capability without the written permission of ToolHQ; or (h) if any serial or other number has been removed or defaced; or (i) to damage caused by the product being misused; or (j) to any issues relating to fair wear and tear. To the extent permitted by law, this warranty and remedies set forth above are exclusive and in lieu of all other warranties, remedies and conditions, whether oral or written, statutory, express or implied. As permitted by applicable law, ToolHQ specifically disclaims any and all statutory or implied warranties, including, without limitation, warranties of merchantability, fitness for a particular purpose and warranties against hidden or latent defects. If ToolHQ cannot lawfully disclaim statutory or implied warranties then to the extent permitted by law, all such warranties shall be limited in duration to the duration of this express warranty and to repair or replacement service as determined by ToolHQ in its sole discretion. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired. Except as provided in this warranty and to the extent permitted by law, ToolHQ is not responsible for direct, special, incidental or consequential damages resulting from any breach of warranty or condition, or under any other legal theory, including but not limited to loss of use; loss of revenue; loss of actual or anticipated profits (including loss of profits on contracts); loss of the use of money; loss of anticipated savings; loss of business; loss of opportunity; loss of goodwill; or any indirect or consequential loss or damage howsoever caused including the replacement of equipment and property.

International buyers please note that Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchasing.

Pickup Details

• Pickup is available from our Moorabbin warehouse. 
• Please select "Pickup" in your cart when you checkout.
• Pickups available Monday-Friday from 3:30-5:30pm

Shipping

• We are proud to provide FREE SHIPPING Australia Wide
• We are committed to fast and careful shipping.
• Currently, we ship to Australia only.
• Depending on the item and size, shipping will be either via Australia Post eParcel or by TNT Road Express. Large kits are sent with TNT Road Express and therefore cannot be delivered to PO Boxes.
• You will be issued a number to track your parcel via web
• Shipping occurs Monday through Friday excluding all holidays. Occasionally, your shipment will go out the day after your payment is received, but will always be processed within 2 business days of payment.
• All parcels sent must be signed for. If no-one is home, the postie will put a collection card in your post box, advising that the package will be held at your local Post Office awaiting your collection. 

Insurance

• Postage insurance is included in your order
• We will replace or refund you in full once it is confirmed by Australia Post or TNT that your package has been lost.
• We follow Australia Post's investigation process, which can take up to 10 working days for full resolution.

We accept payment via:

• Paypal
• Credit Cards (MasterCard, VISA)
• Bank deposit
• Money Order

Our bank details are:

• Bank: NAB
• Name: DealHQ Pty Ltd
• BSB: 083004
• ACC: 162791917
• Please remember to include your Order Number so we can trace your payment.

ToolHQ do not charge a surcharge for any payment method.

No Risk Return

If you are unhappy with the product for whatever reason, please contact us within 14 days of receipt of the item to arrange for a return and refund. You will be given a Return Authorisation number (RA#), which should be clearly marked on your return package.The package should be unopened in its original packaging.Please note we charge $15 admin restock fee for all unwanted returns. There is a $55 admin restock fee for all unwanted kits.

In Addition, please see our warranty section.

Faulty/damaged items

If the item is found to be damaged or faulty within 14 days of receiving the item, please contact us at info@toolhq.com.au

We may run through some standard questions and ask you to perform a few tests before returning the item. This is to ensure that the item is indeed faulty. Once we receive the item we will test it ourselves and ensure that it is faulty and if so will offer you a full refund or replacement. We will of course also refund your return postage.

If we find the productworks fine, we will not approve a replacement or refund, and will return it to you.

Wrong Item received

Although this hardly ever happens, sometimes, an incorrect item may be posted (This happens less than 1% of the time). In this unlikely case, please let us know and we will rectify the problem immediately (at our cost of course).

Cancellations

Cancellations may be requested at any time after your order is placed. However, if your item has already been picked and has been added to our postal processing queue, we will no longer be able to accept the cancellation. You may of course return any unopened item within 14 days for a full credit less any postage expenses we may have incurred.

Unwanted Items

If an item is unwanted, you can return it to us for a refund of the cost of the item (obviously we cannot refund the postage and handling charged). Please ensure that unwanted items remain unopened and unused.

We will contact you through your eBay registered e-mail address, please make sure that it is working. If it is no longer valid, please send us a new e-mail address. We endeavor to respond to messages within 48 hours. If you do not receive a reply to your email within 2 days, it means that we have not received your email or our reply has been filtered out by your spam filters. If this happens, please check your spam/bulk/junk mail folders or email us from a different email account.

We may be contacted on

Email: info@toolhq.com.au

Tel: +61 (0) 3 9018 9096

All telephone messages are sent via email to the appropriate department, and will be returned as soon as possible.

• ToolHQ believe that you have performed your end of the bargain when you have paid for the item within required time (5 days), after which our automated eBay feedback response system will automatically leave positive feedback.
• Naturally, ToolHQ would appreciate you returning our trust by giving positive feedback once you are happy with the item.
• If you are unhappy with the transaction for any reason, please contact us first to resolve. We are determined to maintain an excellent feedback rating and will do our utmost to resolve any issues.