Professional Returns & Warranty Support
At Ashford, we stand behind the tools we sell. Whether you're a professional tradesperson or a dedicated DIYer, our comprehensive returns and warranty policy ensures you stay productive with reliable equipment and expert repair services.
Returns, Exchanges & Refunds
Warranty Claims & Repair Process
Our Sydney-based workshop handles diagnostics and repairs to get you back on the job as quickly as possible. Follow these steps to submit a claim.
Initial Documentation
Gather your original tax invoice and the serial number of the tool. For manufacturer warranties, ensure any registration documents are ready. We cannot process claims without proof of purchase.
In-Store Submission
Bring the faulty equipment to our Chippendale workshop. Include any batteries, chargers, or accessories that may be related to the fault to ensure accurate diagnostic testing.
Expert Diagnostics
Our technicians will assess the tool to determine if the fault is covered under the manufacturer's warranty or store policy. Diagnostic turnaround is typically 48-72 hours for most power tools.
Repair or Replacement
Depending on the assessment, we will either repair the tool using genuine parts, replace it with a new unit, or coordinate with the manufacturer for specialized service.
Collection & Testing
Once the repair is complete, we perform a final safety check. You will be notified via SMS or phone when your equipment is ready for collection at our service counter.
Frequently Asked Questions
How do returns work for Click & Collect orders?
Click & Collect orders can be returned directly to our Chippendale store. Bring your order confirmation email and the original payment card. The 30-day return window begins from the date you collect the items from our store.
What is the warranty duration for power tools?
Warranty periods vary by manufacturer, typically ranging from 1 to 5 years. Many professional brands offer extended warranties if the tool is registered online within 30 days of purchase. Hand tools often carry a limited lifetime warranty against manufacturing defects.
Can I exchange a tool if I bought the wrong model?
Yes, as long as the item is in its original, unopened packaging and returned within 30 days. If the box has been opened or the tool used, we cannot offer an exchange due to safety and resale policies.
Are there costs involved in diagnostic testing?
For items covered under warranty, diagnostic testing is free. For out-of-warranty repairs, a standard diagnostic fee applies, which is deducted from the final repair cost if you choose to proceed with the service.