Return & Refund Policy
1. Return Eligibility
- We accept returns within 30 days of delivery.
- Items must be unused, in original packaging, and in new condition.
- Customized products, clearance items, and used tools are not eligible for return.
- For returns due to personal reasons (wrong item ordered, change of mind), the buyer is responsible for return shipping costs.
2. Return Process
- Contact us at support@toolmeat.com with your order number and reason for return.
- We will review your request within 1-2 business days and provide the return address.
- Ship the item back to the provided address and keep your shipping receipt.
- After we receive and inspect the returned item, we will process your refund within 3-7 business days.
3. Quality Issues
If you receive defective or damaged items, please contact us within 7 days of delivery with photo or video evidence. We will offer one of the following: full refund, free replacement, or repair. We will cover return shipping costs for quality-related issues.
4. Standard Defect Tolerance for Bulk Orders (B2B)
For bulk orders (order quantity ≥20 pieces), we accept a standard industry defect tolerance rate of 3% (up to 3 pieces per 100 may have minor cosmetic imperfections).
Defects within the 3% tolerance range (including but not limited to: minor scratches that do not affect function, color variations, minor packaging damage, small burrs) do not qualify for return or replacement.
For defects within this range, we will provide a discount or replacement equal to the number of defective items on your next order, rather than a separate refund.
For defects exceeding 3%, we will issue a refund, replacement, or exchange based on the actual number of defective items.
5. Minor Imperfections
Minor cosmetic imperfections that do not affect normal function (such as non-functional scratches, color variations, minor packaging deformation) — if within the 3% defect tolerance rate — do not qualify for a full refund. Upon your submission of photo evidence, we will offer:
- Partial refund: Typically 5%-15% of order value (calculated based on the defect ratio)
- Or discount on next purchase: A discount code equivalent to the value of the defective items
6. Return Shipping Costs
- Quality issues or wrong items: We cover return shipping costs. Please pay upfront and we will reimburse you based on the shipping receipt.
- Personal reasons (size issue, change of mind, etc.): Buyer covers return shipping costs. Original shipping fees are non-refundable.
- Refused packages: If the package is returned due to the buyer refusing to pay customs fees or refusing delivery for any reason, the buyer is responsible for round-trip shipping costs, and the order amount will be refunded after deducting shipping fees.
7. Refund Method
- Refunds will be issued to the original payment method (PayPal or credit card) used for the order.
- You will receive a confirmation email once the refund is processed. The time it takes to appear in your account depends on your payment provider — typically 3-10 business days.
- Partial refunds are available only for PayPal payments.
8. Exchanges
If you need to exchange an item (e.g., different size or color), please contact us to check availability. The exchange process follows the same steps as returns. Shipping costs for exchanges follow the same policy as returns (see Section 6).
9. Non-Returnable Items
The following items are not eligible for return:
- Custom/OEM products (with custom logo, special specifications, etc.)
- Clearance/sale items (clearly marked “final sale”)
- Used or installed tools
- Items missing original packaging or accessories
10. Contact Us
If you have any questions about our Return & Refund Policy or need to initiate a return, please contact us:
📧 Email: support@toolmeat.com
📱 WhatsApp: +86 139 9375 9419
📮 Address: Suzhou District, Jiuquan City, Gansu Province, China (International Trade Office)
ToolMeat is committed to providing you with quality products and a satisfying shopping experience. If you have any concerns, please contact us — we will respond within 24 hours.