Guarantee Request, EU & UK
Is a part or tool from your order not working properly? Got a bent bit or a faulty tool? We’re here to help.
Most parts and tools come with our Lifetime Guarantee. Consumables (such as adhesives, tapes, or thermal paste) have a 1 year guarantee, or no guarantee, as they are designed to be used up. For full details, see our Guarantee Policy
Step 1 — Gather your information
Before starting your request, please make sure you have the following details ready:
- Order number — You can find this in your confirmation email or under Orders in your account
- Full name and delivery address — We will confirm this before sending any replacement
- Contact details —A valid phone number where the carrier may reach you if needed and your prefered email address.
- Photos or video of the issue — Show the defective item clearly. For delivery damage, include the box, packing materials, and the item itself
- If bits are affected — List exactly which bits need replacing
Do not throw away the faulty or damaged item until we confirm next steps. We may ask you to return it. For parcels damaged during delivery, keep all items and packaging until you hear back from us.
Step 2 — Start your guarantee request
Once you have your information ready, please contact us through FixBot.
It will guide you through a few quick questions and provide a form to collect everything our team needs to review your claim.
Step 3 — Wait for confirmation
Our Support Team normally responds within 1 to 2 business days, though it can take longer during public holidays.
If your request involves batteries or other restricted items, you will receive special shipping instructions that must be followed for legal and safety reasons.
For parcels damaged during delivery, keep all items and packaging until you hear back from us.
If you purchased through a third party such as Amazon, you may need to start the return or guarantee process directly through that platform.
