Return and Refund Policy

Return and Refund Policy | The Tool Tuckshop

At The Tool Tuckshop, we are committed to providing high-quality products and excellent customer service. We understand that there may be instances where you need to return or exchange a product. This Refund Policy outlines your rights and our obligations under the Australian Consumer Law (ACL), ensuring a smooth and fair process for all customers.

1. Australian Consumer Law Rights

Under the Australian Consumer Law (ACL), you are entitled to a refund, replacement, or repair if a product you purchase from The Tool Tuckshop has:

  • A major fault or defect, such as the item not working as expected or being unsafe to use.
  • Does not match the description or differs significantly from what was advertised.
  • Is unfit for its intended purpose, meaning it cannot be used for the purpose you bought it for.
  • Does not meet acceptable quality standards, taking into account the product’s price and its description.

These rights apply even if the product has been used.

2. Change of Mind Returns

Unfortunately, we do not offer refunds or exchanges for change of mind purchases. Please choose your items carefully and ensure they meet your needs before completing your purchase.

3. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • Proof of Purchase: You must provide proof of purchase, such as a receipt or order confirmation, to process any return, exchange, or refund.
  • Condition of Products: Products must be returned in their original condition, unused, and in their original packaging (unless the product is faulty or defective). If the product has been used or damaged after purchase, we may not be able to process a return unless it falls under your rights as a consumer under ACL.
  • Timeframe: You must notify us of any issues with your product within 30 days of receiving your order. After this period, refunds and returns may not be possible unless required under ACL.

4. How to Request a Refund or Return

To request a return, refund, or exchange, please follow these steps:

  1. Contact Us: Email us at operations@thetooltuckshop.com.au within 30 days of receiving your order. Please include:

    • Your full name and order number.
    • A description of the issue or defect.
    • Photos of the product if it is faulty or damaged.

  2. Return Approval: Once we review your request, we will contact you with instructions on how to proceed with the return. We will provide details on how to ship the product back to us.

  3. Return the Product: Once you receive confirmation from us, you must return the product within 7 days. Please use secure packaging and, where possible, use the original packaging to prevent damage in transit.

5. Refund Process

Once we receive the returned item and confirm its condition, we will process your refund, replacement, or repair. Refunds will be issued to your original method of payment (e.g., credit card or PayPal) within 10 business days.

If the return is due to a faulty product, wrong item, or product defect, we will cover the cost of return shipping. If the return is not related to any faults under the ACL, you will be responsible for the shipping costs of returning the item.

6. Exemptions to Refunds

The following items are generally not eligible for refunds unless they are faulty or significantly different from the description:

  • Sale or clearance items: These are usually marked as final sales and cannot be refunded unless required by law.
  • Perishable or consumable items, such as certain tool consumables or items with a short shelf life.
  • Gift cards are non-refundable.

7. Exchanges

If you wish to exchange an item for a different size or model (and the product is not faulty), this may be possible depending on stock availability. Please follow the same steps outlined above for requesting a return. We will notify you if the exchange is possible based on stock availability. If not, we may offer a refund or store credit.

8. Repair Policy

If a product is found to have a minor defect, we may offer to repair the product instead of providing a refund or replacement, as per the requirements of the Australian Consumer Law. If the item cannot be repaired within a reasonable time, we will offer a replacement or refund.

9. Shipping Costs for Returns

  • Faulty or Incorrect Products: If you are returning an item due to a fault, defect, or error on our part, we will cover the cost of return shipping.
  • Other Returns: If you are returning an item for reasons not related to a defect or fault (excluding change of mind returns), you will be responsible for covering the shipping costs.

10. Contact Information

For any questions or concerns about our Refund Policy or if you need assistance with a return, please contact us at:

  • The Tool Tuckshop
  • Email: operations@thetooltuckshop.com.au
  • Address: 3 Panjada Place, Heathridge WA 6027, Australia

    For your ease of mind, and verification purposes, here are our Australian business details:
    Universal Tool Imports & Exports PTY LTD
    Perth, WA, Australia
    ABN: 63677917949
    ACN: 677917949