At Tool Swap Shop, we are committed to ensuring a fair and transparent experience for both buyers and sellers. Given the nature of our marketplace, where tools are pre-owned, we have established the following guidelines to address refund and return requests:

1. Eligibility for Refunds and Returns:

• Misrepresented Condition: If the tool received does not match the condition described in the listing (e.g., significant undisclosed defects or wear), you are entitled to a full refund or replacement.

• Incorrect Items: If the item received differs from what was ordered, you are eligible for a refund or replacement.

• Non-Delivery: If an item is not delivered within the specified timeframe, you qualify for a refund. We will work with you and the carrier to ensure you receive the appropriate refund.

2. Return Window:

• Refund requests must be initiated within 7 days of receiving the item or non-receipt of the item.

3. Return Process:

• Initiation: Submit a refund request by submitting a support ticket with us via ‘Get In Touch‘ and provide necessary details and evidence (e.g., photos highlighting discrepancies between the received item and the listing description).

• Seller Response: Sellers are required to respond to refund requests within 3 business days. We will reach out to you if the customer is requesting a refund.

• Approval: Upon approval, you will receive return instructions, including the return address.

4. Return Shipping Costs:

• Seller Responsibility: If the return is due to misrepresentation or error by the seller, the seller covers return shipping costs.

• Customer Responsibility: For returns due to seller’s remorse or reasons not related to the item’s condition or accuracy of the listing, the customer bears the return shipping expenses.

5. Refund Processing:

• Refunds are processed to the original payment method within 5 business days after the vendor receives and inspects the returned item.

  What if I receive a tool back in worse condition than I sent it?
  Document the condition of the returned item with photos and contact Tool Swap Shop support for assistance in resolving the dispute.

  What happens if I don’t respond to a refund request?
  If you don’t respond within 3 business days, Tool Swap Shop may mediate the case on behalf of the buyer and issue a refund if the evidence supports their claim.

6. Non-Refundable Items:

• Items marked as “Final Sale” or “Non-Returnable” are not eligible for refunds.

7. Dispute Resolution:

• If disagreements arise, Tool Swap Shop will mediate to reach a fair resolution.

By adhering to this policy, we aim to maintain a fair and efficient marketplace, enhancing satisfaction for both customers and sellers.