Refund policy

Return, Refund and Cancellation Policy

At Toolbond, customer satisfaction is important to us. We stand behind the products purchased through our website and aim to resolve eligible product-related concerns fairly and promptly.

Please read the following policy carefully before submitting a return, replacement, refund, or cancellation request.

1. Return Request Period

Customers must submit an eligible return request within 7 days from the date of delivery.

Return or refund requests submitted after the seven-day return period may not be accepted.

If you receive:

  • An empty parcel

  • A product with missing parts or accessories

  • A defective product

  • A damaged product

you must contact Toolbond Customer Support within 48 hours of delivery and provide photographs or videos showing the issue.

2. Eligible Reasons for Return

A product may be eligible for return when:

  • The wrong size was delivered.

  • The wrong colour was delivered.

  • The wrong quantity was delivered.

  • The product is significantly different from the description provided on the website.

  • The product was delivered in a damaged or defective condition.

  • Parts or accessories are missing from the package.

  • An empty parcel was received.

All return requests are subject to verification and approval by the Toolbond Customer Support team.

3. Conditions for Accepting a Return

To qualify for a return, the product must:

  • Be unused, unworn, and unaltered.

  • Be returned in its original condition.

  • Include the original packaging, labels, accessories, manuals, warranty documents, and other items supplied with the product.

  • Have an intact and untampered serial number, wherever applicable.

  • Be securely packed to prevent damage during reverse transportation.

Toolbond reserves the right to reject a return if the returned product does not meet these conditions.

4. Returns That Will Not Be Accepted

A return may be rejected if the product:

  • Has been used, worn, installed, modified, or altered.

  • Shows signs of misuse or improper handling.

  • Has physical damage that was not reported within 48 hours of delivery.

  • Is returned without its original packaging, accessories, manuals, or documentation.

  • Has a removed, damaged, or tampered serial number.

  • Is returned after the eligible return period.

  • Is damaged due to improper repacking by the customer.

  • Does not match the product originally delivered.

5. Non-Returnable Products

The following product categories are generally not eligible for return:

  • All types of caster wheels

  • Planter stands

  • Washing machine stands

However, if a non-returnable product is delivered in a defective, damaged, incorrect, or incomplete condition, it may be eligible for replacement, subject to verification by the Toolbond Customer Support team.

6. Return Shipping Charges

If an order has been shipped and is returned due to reasons that are not attributable to Toolbond, a one-way shipping charge may be deducted from the refund amount.

Return shipping charges will generally not be deducted when the return is approved because:

  • The wrong product was delivered.

  • The wrong size, colour, or quantity was delivered.

  • The product is significantly different from its website description.

  • The product was delivered damaged, defective, incomplete, or in an empty parcel.

7. How to Raise a Return Request

To submit a return request:

  1. Visit the Customer Support section of the Toolbond website.

  2. Enter the required information, including your name, email address, mobile number, and order details.

  3. Clearly explain the reason for the return in the message box.

  4. Attach clear photographs or videos of the product, packaging, shipping label, damage, defect, or missing parts, wherever applicable.

  5. Submit the request.

Submitting a return request does not automatically confirm that the return has been approved.

8. Return Evaluation

After receiving the request, the Toolbond Customer Support team will generally contact the customer within 24 business hours.

The support team may request:

  • Photographs or videos of the product

  • Photographs of the outer and inner packaging

  • A photograph of the shipping label

  • The product serial number

  • Details of the damage, defect, shortage, or incorrect item

  • Additional information required to verify the request

The return, refund, or replacement will be approved only after the request has been reviewed.

9. Reverse Pick-Up

Once the return request is approved, Toolbond will arrange a reverse pick-up through an available courier partner.

Reverse pick-up is subject to:

  • Courier service availability

  • The serviceability of the customer’s location

  • The customer’s availability

  • Proper packaging of the product

The product will normally be collected from the original delivery address within approximately 72 hours from the initiation of the reverse pick-up request, subject to courier availability.

The courier partner may make a maximum of two pick-up attempts.

The return request may be cancelled or rejected if the product is not handed over during the scheduled attempts because:

  • The product was not packed and ready.

  • The customer was unavailable.

  • The customer refused to hand over the product.

  • The product or packaging did not meet the return requirements.

  • The courier partner could not contact the customer.

Customers must retain the original packaging, accessories, manuals, warranty slips, labels, and documentation until the return process is completed.

10. Product Inspection

After the returned product reaches the Toolbond warehouse, it will undergo a quality inspection.

The inspection may verify:

  • The condition of the product

  • Whether the product has been used or altered

  • Whether all accessories and documentation are included

  • Whether the product matches the item originally delivered

  • Whether the reported defect or damage is present

  • Whether the serial number is intact

  • Whether the product meets the applicable return conditions

A refund or replacement will be processed only after the returned product passes the inspection.

If the product fails the quality inspection, Toolbond may reject the return and send the product back to the customer. Applicable transportation charges may be payable by the customer.

11. Replacement Policy

An eligible product may be replaced when:

  • It was delivered damaged or defective.

  • The wrong product, size, colour, or quantity was delivered.

  • Parts or accessories are missing.

  • The product is significantly different from its website description.

Replacement is subject to product availability.

If the same product is unavailable, Toolbond may offer:

  • An alternative product, with the customer’s approval

  • Store credit, where applicable

  • A refund based on the approved refund amount

12. Refund Policy

Refunds will be processed only after:

  1. The return request has been approved.

  2. The product has been collected.

  3. The returned product has reached the Toolbond warehouse.

  4. The product has passed the required quality inspection.

Refunds will not be issued in cash.

Approved refunds may be processed through:

  • The original payment method

  • Bank transfer or NEFT, where required

Toolbond may request accurate bank account information for refunds processed through bank transfer or NEFT.

Incorrect bank details provided by the customer may delay the refund.

13. Refund Processing Time

After the refund is approved and initiated:

  • Bank transfer or NEFT refunds may take approximately 3 to 5 working days to be processed.

  • Refunds to the original payment method may take approximately 7 to 10 working days to appear in the customer’s account.

The actual time taken for the amount to reflect may vary depending on the customer’s bank, card issuer, payment gateway, or financial institution.

Any applicable shipping charges, handling charges, or deductions will be adjusted before the refund is processed.

14. Order Cancellation

An order may be cancelled only:

  • Within 24 hours of placing the order, or

  • Before the order has been shipped,

whichever occurs earlier.

Once an order has been shipped, it cannot be cancelled. The customer may submit a return request after delivery, subject to this Return, Refund and Cancellation Policy.

To request a cancellation, customers must contact Toolbond Customer Support by email, telephone, or through the Customer Support section of the website.

15. Refund for Cancelled Prepaid Orders

For an approved cancellation of a prepaid order, the refund will be credited to the original payment method.

After initiation, the refund may take approximately 7 to 10 working days to appear in the customer’s account, depending on the payment provider or financial institution.

16. Important Information

  • Returns, replacements, refunds, and cancellations are subject to verification and approval.

  • Toolbond may request additional evidence before approving a claim.

  • Customers should not send a product directly to the warehouse without receiving return approval.

  • Products returned without authorisation may not be accepted or processed.

  • Estimated response, pick-up, inspection, and refund periods may be affected by public holidays, courier delays, remote locations, or circumstances beyond Toolbond’s control.

  • Toolbond reserves the right to reject fraudulent, incomplete, misleading, or unverifiable claims.