Cancellation, Return & Refund Policy

Toolella Customer Support & Policies

At Toolella, we are committed to ensuring your complete satisfaction with our professional-grade tools and equipment. Should you have any concerns regarding your order, product functionality, or safety considerations, our technical support team is ready to assist you promptly.

To facilitate efficient delivery and technical support, please ensure your complete and accurate shipping address and contact information are provided at checkout. Incomplete details may result in delivery delays and complicate any subsequent support requests.

RETURN POLICY

Unsatisfactory Purchases

If you are not completely satisfied with your Toolella product, you may initiate a return within 90 days of the delivery date. To qualify, the item must be in its original, unused condition, with all protective packaging, manuals, safety equipment, and accessories intact and unused. Unless the return is due to a verified manufacturing defect or an error on our part, customers are responsible for the associated return shipping costs.

Faulty or Defective Products

If your Toolella tool or equipment arrives damaged, does not function properly, or exhibits a manufacturing flaw, please notify our support team immediately. For expedited service, contact cs@toolella.com and provide your order number along with clear photographs or a video demonstrating the issue. The most effective evidence shows the serial number, product labels, and the specific defect. Upon confirmation, we will arrange for a repair, replacement, or refund as appropriate.

ORDER CANCELLATION

Pre-Shipment Cancellations

To cancel an order that has not yet entered the fulfillment and inspection phase, please contact us at cs@toolella.com with your order number. A standard cancellation processing fee of $0.50 applies to all canceled orders to cover payment gateway charges.

Post-Shipment Cancellations

Once an order has been shipped, we are unable to intercept the package. If you wish to proceed with a cancellation after shipment, you may refuse the delivery upon arrival. Your refund, minus the original shipping charges, will be processed once the carrier confirms the return is in transit.

PRODUCT WARRANTY

Our limited warranty covers defects in materials and workmanship for our tools and equipment under normal professional or home use. This warranty expressly does not cover:

• Damage resulting from accidents, misuse, neglect, improper maintenance, excessive force, or unauthorized modifications.
• Normal wear and tear, including but not limited to blade dullness, consumable parts (belts, discs, batteries, etc.), or cosmetic surface damage.
• Issues caused by use with incompatible accessories, non-approved power sources, or improper operating conditions.
• Products that have been used for commercial purposes beyond their intended capacity without prior agreement.
• Products from which the serial number, safety labels, or any identification marks have been removed, altered, or defaced.

Safety Notice: For your protection, we strongly recommend that you properly clean and ensure all tools are free from hazardous materials before initiating a return. Toolella is not responsible for any safety hazards or contamination on returned equipment.

REFUND POLICY

Refunds are issued under the following specific conditions:

• Criteria for a Refund: If the product is defective upon arrival and a replacement is not available or desired, or if delivery is not completed within 90 business days from the order date for applicable regions.
• Processing Information: Approved refunds will be issued to your original payment method within 3-5 business days. Processing times by banks or card issuers may vary, typically taking 7-10 business days to appear on your statement.
• Return Shipping Charges: Customers are responsible for return shipping costs unless the return is due to our error or a confirmed defect. Original and return shipping fees are non-refundable.
• Reporting Issues: For damaged or defective items, contact cs@toolella.com with your order number and documented evidence for the fastest resolution.

ORDER TIMELINES & FINANCIAL RESPONSIBILITIES

• Order Cancellation Window: 3 days from order placement.
• Cancellation Processing Time: Up to 5 business days.
• Return Shipping Responsibility: If a return is initiated by the customer for reasons unrelated to a product defect or our error (e.g., change of mind), the customer is responsible for all return shipping costs. Returns due to Toolella error or confirmed defects will have return shipping prepaid or reimbursed by us.