To help you enjoy shopping at Toolstop Hardware Sdn Bhd, we have a Return & Refund Policy. This Return Policy is applicable to Toolstop Hardware Sdn Bhd Purchase Orders ONLY and not for purchases at physical store. If you do not like the products that you order, we are pleased to offer 14-days return or refund policy for items in their “Good Condition”. The returned goods/products must be attached together with its original receipt/tax invoice.

RETURNS

We gladly accept returns for any Toolstop Hardware Sdn Bhd purchased product(s) within 14 days of the date of receipt. Orders must be in “Good Condition” and must attached together with its original receipt/tax invoice. Once we have received your return, your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

“Good Condition” means that the merchandise is:

  1. Still in its original packaging with all certificates, warranties, authenticity cards, original invoice and gift intact;
  2. The item is found intact with original purchase condition.

Please note that some items cannot be returned due to their product nature. These ‘Excluded Items’ include:

  1. All the products received and checked at Toolstop Hardware Sdn Bhd physical store.
  2. All engraved products, Made-to-Order products cannot be returned or refunded.
  3. Merchandise invoiced as ‘non-refundable, non-exchangeable’.
    Return or exchange of Excluded Items may be accepted at the discretion of Toolstop Hardware Sdn Bhd, such as in the case if you received the item damaged. Please contact Customer Service immediately should this occur.

EXCHANGE

This Exchange Policy is applicable to Toolstop Hardware Sdn Bhd online purchase orders only and not for purchases at physical store. We offer exchange service if the items in following conditions. (*Except Non-refundable & Non-exchangeable items)

  1. Products must in “Good Condition” with no damaged in any way.
  2. To exchange a product, the product must be available to purchase on Toolstop Hardware Sdn Bhd and its price must be higher or equal to the original order amount.
  3. The customer will have to pay the difference in price if s/he selects a product of a higher price.
  4. If you have purchased any items with any discount offered by a joint promotion or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Toolstop Hardware Sdn Bhd shall be dealt with in accordance with the terms and conditions of the relevant companies.

RETURNS PROCEDURES

Please mail the completed product(s), packaging and free gift (if applicable) to us as soon as possible. You may choose to mail your return to our office at your own cost and risk (including any shipping fee, taxes and duties) from the return. You may also return them to Toolstop Hardware Sdn Bhd physical store. If you plan on returning the product(s) to Toolstop Hardware Sdn Bhd physical store, please present your Toolstop Hardware Sdn Bhd invoice as well. Should you have any enquiry, please contact Customer Service to make the arrangements.

REFUNDS

Upon receiving and checking the returned product in good condition, the price of the order would be refunded to your bank account within 4-6 weeks.

Please pay attention to the following Refund Policy:

  1. For refunds orders, 10% of order amount would be charged as a handling charge.
  2. If the order comes with free premiums or gifts, they must also be returned. If they were not completely returned, extra 10% of order amount or the value of the premium or gift may be charged.
  3. The actual times of the refund are subject to availability on the vendor or bank concerned.
  4. Return requests made outside of the 14-days policy will be accepted at the discretion of Toolstop Hardware Sdn Bhd.