East-West Tools
Returns & Refunds Policy
Effective Date: 10/10/2026
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. Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The 30-day change-of-mind period, unused-condition and original-packaging requirements apply to voluntary returns only. ACL rights are not limited to 30 or 90 days and may continue beyond a warranty period.
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 price
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, contact us with your order details or other proof of purchase, a description of the issue and, where reasonably possible, photos to info@eastwesttools.com.au.
We may reasonably assess the product to understand the fault and appropriate remedy. Photos help with assessment but are not a condition that removes your ACL rights. If defective, we’ll continue to offer an exchange or full refund and cover return shipping. For a major failure, you may choose a refund or replacement, or keep the product and seek compensation for its reduction in value. For a minor failure, we may provide a free repair, replacement or refund; any repair must be completed within a reasonable time. If we refuse or fail to remedy a minor failure within a reasonable time, you may have further rights, including recovering reasonable repair costs or rejecting the goods for a refund or replacement.
For accidental damage that is reparable (e.g., a chipped blade), we offer a free repair within 90 days of purchase. This complimentary service is additional to your ACL rights. The 90-day period does not limit remedies for a product that fails to meet an ACL consumer guarantee.
Note: As our tools are handcrafted, slight variations are normal. Factory-sharpened edges allow the customer to set a preferred angle. These are not, by themselves, grounds for a voluntary refund but may be eligible for exchange or store credit. This does not affect your rights if a variation or edge fails to meet an ACL consumer guarantee.
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. This exclusion applies to damage caused by improper care and does not exclude remedies for a failure to meet an ACL consumer guarantee.
3. Cancellations
Orders can be cancelled prior to shipping. We do not charge processing, restocking or cancellation fees. If shipped, you may return items as per our Change of Mind policy; original shipping is non-refundable for voluntary returns only, except where a refund is required by law.
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. Refunds will be made to the original payment method. We do not deduct processing, restocking or cancellation fees from refunds. Shipping is non-refundable for voluntary returns, except where required by law. For damaged or defective items, we cover return shipping and reimburse reasonable postage or transport costs incurred in returning a confirmed faulty product. Where the ACL requires us to collect goods that cannot be returned without significant cost, we will arrange collection at our expense. Contact us to agree suitable return arrangements and keep receipts for any return costs.
Please arrange returns with us in advance so we can provide suitable instructions. This process does not limit your statutory rights. 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.