At Collated Nails Shop, we stand behind the quality of our products. Just as professional builders and DIY enthusiasts trust our high-performance collated nails, staples, and nail guns to get the job done, we trust that you will be satisfied with your purchase. However, we understand that sometimes an item may not be right for your project. This policy outlines our straightforward process for returns and exchanges.

Our Returns Promise

We aim to make the returns process as reliable as our products. If you are not completely satisfied with your purchase, you may return most unused, unopened items in their original packaging within 15 days of receipt for a full refund or exchange. Please see below for important exceptions.

Important Exception: For safety and hygiene reasons, Nail Guns that have been used or have had their factory seal broken are not eligible for return or exchange unless they are defective. All nail guns are tested before leaving our warehouse and are covered by their manufacturer’s warranty.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request

Within 15 days of receiving your order, please contact our customer service team at [email protected] with your order number and details about the product you wish to return or exchange.

Step 2: Receive Instructions & Return Authorisation

We will respond promptly with a Returns Authorisation (RA) number and instructions on where to send the item. Please do not ship returns back to our physical address without an RA number, as we cannot process them without it.

Step 3: Pack and Ship the Item

Securely pack the unused and unopened item in its original packaging. Include a copy of your order confirmation or a note with your RA number and order number. Ship the package to the address we provide. Please note:

  • The customer is responsible for the cost of return shipping unless the item is defective or we made an error in your order.
  • We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.

Step 4: Processing by Our Team

Once we receive and inspect your return, we will send you an email to notify you. We will then process your refund or exchange within 3-5 business days.

Refund Timelines and Methods

Your refund will be processed to the original payment method used at the time of purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Refunds will be processed immediately upon approval. Please allow 5-10 business days for the refund to be reflected in your account, depending on your bank or card issuer’s processing times.

Please note that shipping costs are non-refundable for returns that are not a result of our error.

Template: Returns & Exchanges Request Email

To help you get started, here is a template you can use when contacting us. Simply copy and paste the text below into an email and fill in your details.

Subject: Returns & Exchanges Request - Order #[Your Order Number]
To: [email protected]

Dear Collated Nails Shop Team,

I would like to request a return/exchange for an item from my recent order.

Order Number: [Your Order Number] Product Name: [e.g., Framing Nails, Bare Units, Nail Gun] Reason for Return/Exchange: [Please provide a brief reason]
Please send me the Returns Authorisation number and further instructions.

Thank you,
[Your Full Name]

Contact Us

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact our dedicated customer service team.

Email: [email protected]
Address: 34 St Ann Way, Gloucester, GB GL8S 8DM

Collated Nails Shop – Building Trust With Every Transaction