RETURN, REFUND, & EXCHANGE Policy
RETURN, REFUND, & EXCHANGE Policy
Are the items purchased through SM Malls Online under warranty? & How long?
Warranty may vary per product. Please check Warranty under product description of the product prior to checkout.
What is the return policy of Tools Spezialist Online?
Returns, refunds, and exchange requests must be initiated within 7 days of delivery.
We encourage our valued customers to check the delivered orders as soon as possible.
Please take a video of actual package opening and product unboxing to capture any damage or defect.
Valid reasons for return and exchange include the following:
- Faulty, defective, or damaged product;
- Product that is not as advertised on the website;
- Wrong item is delivered; or Change of size.
Ensure all items to be returned are still in their original packaging, with complete accessories and attached price tag, and has never been used.
For consumable items, like griding discs, drill bits, filters, etc, only sealed or unused can be requested for return/exchange.
What is the “Return, Refund and Exchange” process?
- Click CHAT ONLINE to initiate Returns, Refunds, and Exchange.
- Include the following details:
- A. Order Number and Date
- B. Delivery Tracking Number and Delivery Date
- C. Reason for Return, or refund, or exchange
- D. Photos and videos as proof of defect, damage or wrong item delivered.
We will reply to you within 1-2 working days for assessment and instructions on next steps.
Upon verifying that your order has been returned to the seller, please allow the seller some time to verify that all required documentation/items have been received to process a return/exchange or contact the tenant store for further instructions.
Total Return, Refund, and Exchange process is approximately 2-4 weeks.
What are the possible reasons for rejected returns?
The following are common reasons (non-exhaustive) for rejected returns:
- Improper packaging of an item
- Incomplete items and accessories
- Return labels are not attached, the written return number or tracking number might be incorrectly written or missing
- Items on CLEARANCE SALE are deemed final. No Return, No Exchange.
Please contact us through CHAT ONLINE for further instructions.
Is there a fee when returning an item to the seller?
Any and all shipping fees related to the return, refund or exchange is at the expense of the buyer.
Refunds are only for the cost of product. Shipping costs are non-refundable, and not included.
I already paid for my order but experienced Failed Delivery. How will I be refunded?
If you have experienced a failed delivery and you paid in advance, please do contact us via website CHAT ONLINE to determine the cause of the failed delivery.
Our Support team will contact you to explain the reason for a failed delivery, and a re-delivery will be initiated. On the occasion that the item cannot be redelivered, a refund will automatically be processed as soon as possible.
The lead time for a refund will be as follows:
- For Debit/Credit card payments: 10-15 banking days from the time of refund request.
- For Gcash payments: 7 working days from the time of refund request.
Updated: 2023