Refund, Return and Exchange Policy

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1. Damaged Products Refund

If you receive a damaged product, we are committed to resolving the issue promptly. In order to initiate a refund for a damaged product, please follow these steps:

1.1. Contact Customer Support: Within 3 days of receiving the damaged product, please contact our customer support team at [customer support email or phone number]. Provide your order number, a clear description of the damage, and any relevant evidence such as photographs or videos.

1.2. Evaluation and Approval: Our team will review the evidence provided and assess the damage. If the claim is approved, we will initiate the refund process.

1.3. Refund Process: Once your refund request is approved, we will process the refund to the original payment method used for the purchase. The refund amount will include the cost of the damaged product and any applicable shipping fees.

2. Exchange Policy

If you wish to exchange a product due to reasons other than damage, we offer an exchange option within 5 days of the product’s delivery. Please follow these steps:

2.1. Contact Customer Support: Contact our customer support team at [customer support email or phone number] within 5 days of receiving the product. Provide your order number, details of the product you wish to exchange, and the reason for the exchange.

2.2. Approval and Instructions: Our team will review your request and provide you with instructions for the exchange process. The product must be in its original condition, unused, and in its original packaging.

2.3. Exchange Process: Once your exchange request is approved, you will be provided with information on how to send back the product to us. After receiving the product and confirming its condition, we will ship the replacement product to you.

3. Non-Eligible Products

Certain products are not eligible for refunds or exchanges, including but not limited to:

• Consumable products that have been opened or used.
• Products with missing or damaged packaging or accessories.
• Products returned after the specified timeframe (5 days for exchanges).

4. Shipping Costs

For damaged products, we will cover the cost of return shipping and the replacement product’s shipping. For exchanges due to reasons other than damage, you may be responsible for the return shipping costs. (10 AED)

Need help?

Contact us at support@toolsouq.com  for questions related to refunds and returns.