Return policy

I. Policy Overview

This policy outlines ToolJewelry.shop's 30-day return and exchange rules for all online purchases (including guest orders), designed to protect customer rights and standardize after-sales procedures.

II. Basic Return & Exchange Rules

  1. Timeframe Requirements
    • Eligible for return/exchange within 30 days from the purchase date; requests submitted after this period will be forfeited.
    • Inspect items upon receipt; report damages/defects within 5 working days.
  2. Eligibility Criteria
    • Items must remain new and unused (original packaging and tags intact).
    • Non-human-induced damage or quality issues.
    • Prior customer service application is required; unsolicited returns will not be accepted.

III. Return & Exchange Process Guide

  1. Application Channels
    • Email Application: Send to Support@ToolJewelry.shop with subject line "Return/Exchange Request + Order Number".
    • Phone Application: Call +1 972 900 2206 (9:00-18:00 PST, weekdays).
  2. Required Documents
    • Order number.
    • Purchase proof (e-invoice or order screenshot).
    • Reason for return/exchange (detailed description, with photos for quality issues).
  3. Processing Steps
    • Customer service will review and respond with a solution within 2 working days.
    • Approved requests will receive a return address and shipping label.
    • Refunds will be processed within 5 working days after receiving the returned item.

IV. Refund Policy

  1. Refund Methods
    • Default: Refunds to the original payment method, no extra fees.
    • Alternative payment methods: Note during application, subject to 2-3% channel fees (deducted from the refund).
  2. Processing Time
    • Payment provider processing: 3-7 working days for credit cards, 1-3 working days for e-wallets.
    • Possible 1-2 working day delay for remote area banks.

V. Exchange Policy

  1. Eligibility for Exchange
    • Only supports exchange for the same item (size/color error, quality issue).
    • Option to wait for restocking or request a refund if the item is out of stock.
  2. Special Notes
    • Customized products are ineligible for exchange, only treatable as quality issues.
    • Customer bears shipping costs for exchanges, except for quality-related cases.

VI. Exception Handling

  1. Damaged/Defective Items
    • Reject upon delivery or contact customer service within 5 working days with photos/videos.
    • Free replacement or full refund upon verification, no need to return the original item.
  2. Order Cancellation
    • Eligible for cancellation within 6 hours of order placement (unshipped status).
    • Shipped orders must follow return/exchange procedures, no cancellation allowed.

VII. Guest Purchase Policy

Guest orders are also subject to this policy. Apply with the temporary order number and purchase information from the confirmation email.

VIII. Contact Information

  • Customer Service Email: Support@ToolJewelry.shop (subject line: "Return/Exchange Request + Order Number")
  • Phone Support: +1 972 900 2206 (9:00-18:00 PST, weekdays)
  • Office Address: 333 Monument Hill Dr, Forney, TX 75126-2230, USA