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Return Policy

Refund and Return policy

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.

Missing items

During the packing process, we collect surveillance footage which is checked by a second employee 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.

In this case, the courier usually sends an investigator to inspect the package, so we ask that you retain all of the packaging materials.

Exceptions / non-returnable items

We do not 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 for the first few uses. 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 owner’s 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

If you have ordered the wrong item(s) and wish to make an exchange, the process is as follows:

Contact us via email at office@plumber-tools.com with details of the item(s) you would like to return and the item(s) you would like to receive. We will then send you a return shipping label for the package you have and arrange the courier to come and collect it from your address. Only once the package has been received and checked by our workshop team will we be able to send you a new one with the item(s) you require.

It is important to note that the tool(s) returned must not be used or damaged in any way. We will calculate the difference in pricing of the new tool(s) compared to the returned ones and if there is a balance due, we will send you a direct payment link for the difference. 

This payment must be fulfilled before we send you the new package. You will also be responsible for the shipping cost of the return package and new package. If the cost of the new tool(s) is lower than the original ones, we will calculate that difference and return it to you or send you a discount coupon to use upon your next purchase.

Please note that return shipping costs are higher than standard delivery costs because the courier has an extra process of arranging collection with a third party.

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 automatically be 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. Please note, the initial delivery costs, and the amount the courier charges us for the return delivery, as well as 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.

Important notice:

The email address and contact number you provide must be one you use and monitor everyday, because the courier may need to contact you to obtain proof of Identity or any other requirements by the customs department of your country. In the event that the courier is not able to contact you in time to get the documents in time for customs clearance, then you will be liable for the return shipping costs and the cost to ship your package a second time.

In the event of such a scenario, we will also ask the courier to provide us with proof that these documents are required.

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