At Toleq.com, we are committed to providing a satisfactory shopping
experience. This policy outlines the steps you need to take if you want to
return or exchange an item. Please read this policy carefully to understand the
process and requirements.
1. Damaged or Defective Items
- Immediate
Inspection: Upon receiving your package, check the items carefully to ensure
there is no damage, defect, or shortage. This inspection should be done as
soon as you receive the items.
- Reporting
Issues: If you find that an item is damaged or defective, notify us within
thirty (30) days of receipt.
- Exchange
Process: Only defective items can be exchanged for identical items. If our
technician determines that the item is not defective, you will be charged
for the service call and/or return shipping, plus a 5% restocking fee.
2. Items Shipped in Error
- Return of
Items: If you receive items that you did not order or that do not match
your order, you can return them within thirty (30) days of receipt. Items
must be unused and in their original packaging.
- Return Costs: If items are
returned for reasons other than an error (e.g., wrong size, changed mind),
you will be responsible for return shipping costs and a 5% restocking fee.
Free shipping is voided for returns, and you will be charged for both
outbound and return shipping.
3. Non-Returnable Items
- Electronic
Components: Electronic components such as repair parts, tool switches,
regulators, modules, etc., can only be returned if shipped in error.
4. Restocking Fee
- Restocking Fee
Criteria: A 5% restocking fee will apply to items that:
- Appear used or
damaged.
- Have been
engraved or personalized by the customer.
- Are returned
more than thirty (30) days after purchase.
- Were sold as
closeout items.
- Were
special-ordered for the customer.
- Were sold as
reconditioned items.
- Have damaged
or cut packaging.
- Were ordered
with incorrect voltage or phase by the customer.
5. Incomplete Returns
- Credit Balance
Reduction: If an order is returned incomplete, we reserve the right to deduct
the cost of the missing items from your credit balance.
6. Incorrect Shipping Information
- Responsibility
for Costs: If a package is returned to us due to an incorrect shipping address
provided by the customer, the customer will be responsible for any
additional shipping costs or return shipping costs, as well as redelivery
costs. Original shipping costs are non-refundable. If the item qualified
for our "Free Shipping" promotion, this promotion will be
voided, and you will be charged for all actual shipping costs.
7. Return Procedure
- Authorization
Required: To return an item, email our customer service at
return@toleq.com to obtain a Return Authorization number (RA#). Write
this number on the outside of the return package.
- Packaging
Items: Return items in undamaged condition and in their original
packaging. Ensure all original packing materials, manuals, and accessories
are included to avoid additional fees.
8. Order Cancellation
- Orders Not Yet
Shipped: Orders that have not been shipped can be canceled by emailing our
customer service at return@toleq.com.
- Shipped Orders: Once an order
has been shipped, it cannot be canceled. You will need to process a
return, which will incur cancellation fees, restocking fees, return
shipping charges, and original shipping charges are also non-refundable.
9. Drop Ship Orders
- Cancellation
Policy: Drop ship orders (such as large machinery orders or expedited
orders) that have been shipped cannot be canceled. If you decide to cancel
such an order after shipment, significant cancellation fees, restocking
fees, and return shipping charges will apply. Original shipping charges
will not be refunded. Each tool manufacturer has different cancellation
policies, so if you need to cancel a drop ship order, please contact us
for the applicable fees.
10. Special Orders
- Additional
Fees: Special orders from some manufacturers may incur additional
stocking fees. Some specialty manufacturers do not accept returns for
tools; however, such tools will be reworked and returned to you.
11. Refunds
- Processing
Time: Please allow up to seven (7) business days for your return to be
processed. You will receive an email confirmation of your refund once the
returned item has been received and processed.
- Note: Shipping costs
will be refunded if the return is a result of our error. We are not
responsible for manufacturer changes in products or specifications.