East-West Tools
Returns & Refunds Policy
Effective Date: 18/07/2025
At East-West Tools, we are extremely proud of our range and stand behind the quality of our products. We’ve designed our returns policy to exceed expectations while maintaining fairness as a small business.
Please read this policy carefully. By placing an order, you agree to the terms below.
1. Change of Mind Returns
Not what you expected? You may return your item within 30 days of purchase. We offer:
- Store credit via East-West Tools Gift Card
- Exchange for another item of equal value
- Full refund of the product
Returns must be unused and in original packaging. Return shipping is at your expense. Contact us at info@eastwesttools.com.au with your order details to arrange the return.
2. Damaged or Faulty Items
If your tool does not behave as expected, send photos and a description of the issue to info@eastwesttools.com.au.
If defective, we’ll offer an exchange or full refund and cover return shipping.
For accidental damage that is reparable (e.g., a chipped blade), we offer a free repair within 90 days of purchase.
Note: As our tools are handcrafted, slight variations are normal. Factory-sharpened edges allow the customer to set a preferred angle. These are not grounds for refund but may be eligible for exchange or store credit.
Rust or patina on high-carbon tools due to improper care is not covered under this policy. We provide care instructions with every order and expect proper maintenance.
3. Cancellations
Orders can be cancelled prior to shipping. Refunds will incur a 2% payment processing fee. If shipped, you may return items as per our Change of Mind policy, but original shipping is non-refundable.
Discount codes used on cancelled orders cannot be reinstated.
4. Refunds & Return Processing
Once we receive your return, please allow 1–2 business days for inspection. If approved, we’ll refund to the original payment method, minus a 2% fee. Shipping is non-refundable unless item was damaged or defective.
Returns must be arranged in advance. Please contact us at info@eastwesttools.com.au for the return address.
Refunds for online purchases will only be issued to the original card or PayPal account.
Still have questions? Get in touch.