Refund policy
Refunds & Returns Policy
At East-West Tools, we stand behind the quality of our products. Our policy is designed to be clear, fair, and supportive of our customers.
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Change of Mind Returns
East-West Tools offers a 30-day, no-questions-asked return policy from the date of purchase. You may choose one of the following options:
- Store credit in the form of an East-West Tools Gift Card
- Exchange for an item of equal value
- Full refund of the product(s)
Customers are responsible for return shipping fees for change-of-mind returns or order cancellations. We’ll provide the return address via email.
Returns must be unused and in original packaging where applicable. Please email info@eastwesttools.com.au to arrange the return and include your order invoice.
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Damaged or Faulty Items
If your tool does not perform as expected, email info@eastwesttools.com.au with:
- Photos of the tool
- Photos of the job in progress
- A description of the issue
If the tool is confirmed defective, we will offer a refund or exchange and cover all return shipping costs.
If the damage is minor and repairable (e.g. small chip in a chisel), we offer the first repair free within 90 days of purchase.
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Handcrafted Product Variation
Due to the handmade nature of our tools, small variations may occur. For example:
- Knives may have a factory edge to allow personal sharpening preference
- Minor visual differences may exist between batches
These are normal characteristics of traditional tools and not faults. We can offer store credit or exchange, but not refunds, for minor visual variation.
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Care Responsibilities
Most of our tools—especially high-carbon blades—require proper maintenance. We provide care instructions with every purchase.
East-West Tools does not accept returns, refunds, or exchanges for:
- Carbon steel tools that develop rust
- Tools damaged due to neglect or lack of care
Please refer to the care guide included with your order, or contact us if unsure.
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Damaged in Transit
If you suspect damage during shipping, email info@eastwesttools.com.au immediately with photos. We’ll assist with the claim.
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Order Cancellations
- Before shipping: Full refund minus 2% payment processing fee
- After shipping but before delivery: Full refund minus 2% fee, shipping not refunded
- Once delivered: Refer to the Change of Mind Returns section
Discount codes used on cancelled orders will be void and cannot be reissued.
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Refund Processing
Once your return is received and inspected (1–2 business days), refunds will be issued to your original payment method minus a 2% payment processing fee. Shipping fees are non-refundable.
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Return Shipping
Please contact info@eastwesttools.com.au to initiate any return. We’ll provide the correct return address.
Return shipping is at your expense unless the item is:
- Damaged in transit
- Faulty or covered under warranty
Refunds will only be processed to the original card or PayPal account used for the purchase.