Refund policy
This refund policy applies exclusively to purchases made directly through our official website, carteltoolco.com. If you purchased a Cartel Tool Co product through a third-party retailer or wholesaler, please refer to their respective return and refund policies.
Cartel Tool Co. stand by the quality of our products and aim to provide the best possible service. If you encounter any issues with our tools, we’re here to help.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee for customers who change their mind or are not satisfied with their purchase. To be eligible for this guarantee, the product must be:
- In as new condition.
- Returned in its original packaging.
- Accompanied by proof of purchase.
Please note that customers are responsible for the cost of shipping the product back to us in these instances. Once we receive and inspect the product, a full refund will be issued (excluding shipping costs).
Defective on Arrival (DOA)
If your product is defective on arrival (DOA) we will exchange the product for a new one and cover the cost of return shipping by supplying you with a prepaid return label.
To qualify, the defect must be reported upon receipt, and the product must be in its original condition, with no sign of use or wear, and returned in its original packaging.
Warranty Policy
Cartel Tool Co. provides a 12-month warranty on all of our products, covering manufacturing defects and functional failures under normal use. If your product experiences issues outside of the 30-day money-back period but within the 12-month warranty, you are eligible for an exchange.
To be eligible for a warranty exchange:
- The issue must be related to a manufacturing defect or functional failure.
- The product must not have been subjected to abnormal use, misuse, or neglect.
Please Note: Merchandise, apparel, or any items of clothing are not covered under this warranty.
If your product qualifies for a warranty exchange, customers are responsible for shipping the product back to us in these instances.
Upon receipt and inspection of the product, we will ship you a replacement.
Non-Returnable & Non-Refundable Items
Certain types of items cannot be returned or refunded, including but not limited to:
- Gift cards.
- Custom or personalized items.
- Products that have been used or are not in their original condition.
We reserve the right to reject any return that does not meet these criteria.
Return Process
To initiate a return or exchange, please follow these steps:
- Contact Us: Email us at support@carteltoolco.com with your order number and reason for the return. Specify if the product is defective on arrival, if it’s a standard return (e.g., change of mind), or if it qualifies under the 12-month warranty.
- Receive Return Instructions: We will respond with instructions for returning the product. If your item qualifies, we will provide a prepaid return label.
- Package Your Return: Ensure that the item is securely packaged in its original packaging and include a copy of your proof of purchase.
- Ship the Item: For non-DOA returns, you are responsible for shipping costs. Please use a trackable shipping method to ensure safe delivery.
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Confirmation of Return: Once we receive and inspect your return, we will send you a confirmation email, followed by an approval or rejection of your refund or exchange.
Final Refund Conditions
If your refund is approved, we will issue a refund to your original method of payment. Please allow 7-10 business days for the refund to be processed. In the case of delays, please check with your bank or credit card provider, as processing times may vary.
Refunds can only be processed for the amount paid for the product and do not include shipping costs.
Contact Us
If you have any questions about our refund, return, or warranty policy, please contact us at:
Email: support@carteltoolco.com
Our team is available to assist with any inquiries or issues regarding your order.