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FAQs

WHAT IF I ORDER A LARGE QUANTITY OF GOODS OR A LARGE MACHINE?

We will be in contact with you by email/phone before the goods are dispatched. Please be aware that our carrier may require assistance Off Loading the goods and if so it is you responsibility to provide this assistance. In most cases this means having a forklift available to unload the consignment.

WILL I GET THE SAME PRICES IF I GO TO RONAYNE RETAIL SHOP?

NO My-Tools.ie is an on-line shopping facility and incurrers lower operating expenses and overheads than a normal HIGH STREET SHOP. These savings are passed on to you the customer in the form of lower on-line prices.

CAN YOU PROVIDE A VAT INVOICE?

Yes, we send a full VAT invoice with every order.


CAN I TRACK MY ORDER ONLINE?

Yes, we have an on-line tracking facility available via most of our delivery partners websites for orders. We can provide a Fastway Track and Trace number if requested. Our carriers will normally contact you on the day of delivery giving you an approximate time of when the order will be delivered.

Track and Trace your Fastway package here www.fastway.ie


WHAT IS YOUR RETURNS POLICY?

If you order goods incorrectly or you are not entirely happy with them, return the goods to us in their original packaging within 14 days and you will receive a refund. If you want us to organise the pickup of the goods, an extra charge will be incurred to you for this service. See our returns policy for more details.

MY GOODS HAVE BEEN DELIVERED AND ARE DAMAGED, WHAT DO I DO?

You must "sign for", "date" and "time" every package we send to you. If the package looks damaged in any way you can refuse the delivery or sign for it "unexamined". If it has been damaged by the carrier and you have not signed "unexamined" we cannot be held liable or make a claim with the carrier, which may result in a delay in dealing with the matter. You must inform us immediately by e-mail or phone of any damaged goods. See our returns policy for more details.


WHAT GUARANTEE COMES WITH THE GOODS?

Every product we sell is covered by the manufacturers warranty. It may be possible to extend this warranty with the manufacturer, details of which can be found within the items packaging or on the manufacturers website. Your receipt/invoice acts as your guarantee and must be provided if making a warranty claim.


HOW CAN I CONTACT YOU BY PHONE?

Our office hours are Monday-Friday, 9am - 5pm. Telephone number is LoCall 1890 929 677 or Phone Phyllis 0504-21033. If the phone is unattended please leave ashort message and we will get back to you as soon as possible.


HOW DO I PLACE AN ORDER?

There are 3 ways to place orders:

(1) Order on-line through the secure ordering website www.my-tools.ie.

2) Send order by post with payment enclosed. Cheques should be made payable to My-Tools.ie and addressed to our parent company Ronayne Hardware, Dublin Road, Thurles, County Tipperary.

(3) You may also order by phone on 1890 929677. If you are not immediately answered please leave your contact details and we will get back to you as soon as possible.


I CANNOT FIND THE ITEM I NEED ON YOUR SITE, WHAT CAN I DO?

If you do not see what you are looking for on our website, please contact us by phone 1890 929 677 or email sales@my-tools.ie and we will attempt to source the item for you at the best price possible.


SECURITY

We have taken every measure possible to make sure that the site is secure. Your details will not be passed on to a third party for any reason, please see our Privacy Policy. If you have any security issues with our site please let us know immediately.


WHAT HAPPENS IF I AM NOT HOME WHEN THE DELIVERY IS BEING MADE?

We require all parcels to be signed for. If you are not home you will be left a card by the carrier which will have instructions on how to receive the parcel. See delivery page for more details. Contact us if you have any issues with this process.


I HAVE A COMPLAINT, WHAT DO I DO?

Whilst we make every effort to offer an efficient service occasionally mistakes are made, we will endeavour to resolve the complaint within five working days. Your complaint will be treated fairly, confidentially and with respect. If you have any complaints, comments or suggestions as to how we can improve our service then please contact us at sales@my-tools.ie.


WHY SHOULD I REGISTER WITH MY-TOOLS.IE?

Registered users will receive occasional e-mail newsletters giving a heads up on the latest products and any promotions we are running. Registered users will also occasionally have access to very special offers. Please fill in the forms on the homepage to receive our special catalogues and newsletters.


HOW DO I FIND SPECIFIC PRODUCTS?

The website is quite intuitive but there are many ways of finding the product you are looking for.

Use the search engine at the top of the page to search for a product code, name or manufacturer. You will then be offered various ways of sorting the search results in order to find your item.

Navigate to your product using the navigation pane at the top of the page. As long as you know the category and sub category of the item you can get to it from here.

There are also quick links to special promotional items via banners within the pages of the website.


HOW DO I FIND DETAILED PRODUCT INFORMATION?

Once you have found the product you are looking for you will be presented with multiple images, descriptions and specifications.


I'VE FOUND MY PRODUCTS, HOW DO I ORDER THEM?

Click "Add to Basket" and you will be taken to the checkout page. You have the choice of clicking "Checkout" or "Continue Shopping"


I'VE GOT INCORRECT PRODUCTS AND/OR QUANTITIES IN MY BASKET, HOW DO I EDIT MY BASKET?

On the checkout page you will be given options to delete/remove items or re-enter quantities until you are satisfied with your order prior to continuing to final checkout.


HOW DO I CONTINUE TO THE CHECKOUT AND COMPLETE MY ORDER?

Click the checkout button in the basket area of the screen and follow the simple instructions.


THE PICTURE ON THE PRODUCT LISTING WAS SLIGHTLY DIFFERENT FROM WHAT I RECEIVED, WHY IS THAT?

All our images are either manufacturers stock images or images we have created ourselves. From time to time manufacturers may alter products very slightly. If the alteration is significant we will upload updated images. Our images are for illustration purposes only and you should read product descriptions for a full details of what you will receive.


ARE YOUR PRODUCTS BRAND NEW AND IN ORIGINAL PACKAGING?

All our products are brand new, original products in their original packaging - unless otherwise stated. All our power tools are European spec, CE marked.


I WANT TO RETURN MY OLD ITEM TO YOU FOR DISPOSAL, CAN I DO THAT?

My-Tools.ie complies with WEEE (Waste Electrical and Electronic Equipment) regulations. This means that if you buy a new tool from My-Tools.ie you can return your old tool to us and we will dispose of it in an environmentally friendly way.

It is up to you, the customer, to return the product to us and it must be an equivalent electrical item - for example - you must return a cordless drill if you have purchased a cordless drill. Please clearly mark the outside of the box when you return the item with "WEEE RETURN" and send to My-Tools.ie, c/o Ronayne Hardware, Dublin Road, Thurles, County Tipperary.

See the WEEE Regulations for more details