We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at office@plumber-tools.com. Please note that returns will need to be sent to the following address: Att: Tero Reunanen, Ansiotie 4, 21500 Piikkiö, Finland

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at office@plumber-tools.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Missing items
During the packing process, we collect surveillance footage which is checked by a second person to be sure that we have not made any errors. In the event that you receive a package which has missing items, we ask that you provide us with footage of the items that you have. In turn, we will provide you with the footage that we have.

Should it be determined that we made a mistake, we will send you the missing item immediately with a warranty invoice so that your package clears customs without delay.

Should it be determined that we have packed the correct items, then we will assume that the item was lost in transit. The courier keeps footage of all their deliveries, and has a record of any damage to the packaging. In this case, we will take the matter to the courier who will remedy the matter either with us, or directly with you.

Exceptions / non-returnable items
Unfortunately, we cannot accept products that have been used, unless the product is defective. The definition of a defective product is a product that has a factory manufacturing fault.

List of defects:

• An obstruction on the set screw thread.
• A loose weld on the hubs of the chain or the weld between the chain and hard metal tips.
• Missing hard metal tips

Shaft shrinkage is not considered to be a defect since this is a naturally occurring process when a new shaft is subjected to torque. A damaged sleeve is not considered to be a defect after it has been used because we have shipped the shaft without lubricant, and it is the owners responsibility to lubricate the shaft before use. A kinked shaft is not a defect since the shaft will kink should the torque limiter not engage at the appropriate torque setting.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note that the amount the courier charges us for the return deliver, and any reimport fees will be deducted from the total sum that we return to your account.

If more than 15 business days have passed since we’ve approved your return, please contact us at office@plumber-tools.com.