Refund policy
Toolwiser – Return & Refund Policy
At Toolwiser, we aim to provide fast service, reliable products, and a clear, fair return process for all customers.
Please read this Return & Refund Policy carefully before placing an order. By purchasing from Toolwiser.com, you agree to the terms below.
This policy applies to both B2C and B2B customers, with specific sections noted where regulations differ.
You must be 18 years or older to make a purchase or have approval from a legal guardian.
1. General Information
Orders placed via Toolwiser.com are binding once confirmed.
We reserve the right to correct any errors in prices, stock levels or product information prior to dispatch.
For deliveries outside Sweden or within Europe, please contact us for shipping details.
2. Order & Stock Availability
Orders are placed through our webshop. Stock information is updated continuously, but discrepancies may occur.
If an item is unavailable after purchase, we will contact you to offer an alternative product or a full refund.
3. Pre-Orders & Special Orders (Non-Refundable)
Pre-orders with a delivery time exceeding 30 days require full pre-payment.
Special orders, customised orders, and non-stock items cannot be cancelled, returned, or refunded once the order is placed.
4. Returns & Right of Withdrawal (Consumers Only)
The right of withdrawal applies only to private customers (B2C) under consumer regulations.
4.1 Before the order is shipped
You may cancel your order if it has not yet been shipped.
A full refund will be issued.
4.2 After the order is shipped
If the order has already been dispatched, the customer is responsible for return shipping costs.
4.3 Conditions for Returns
A return is accepted if:
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The product is unused and in original condition
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Original packaging is intact
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All accessories and documentation are included
Returns that arrive damaged or incomplete may be refused or refunded at a reduced amount.
4.4 Items Not Eligible for Return
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Special orders or custom-ordered products
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Items that have been installed, used, or damaged after delivery
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Products not returned in original condition
4.5 Return Processing Time
Returns are processed within 14 days after the returned item is received and inspected.
5. Returns for Business Customers (B2B)
Business customers do not have a right of withdrawal.
Returns are only accepted if Toolwiser approves them in writing.
Restocking fees may apply.
6. Shipping & Delivery Issues
Toolwiser is not responsible for costs arising from the customer’s inability to receive or unload a delivery.
6.1 Unclaimed Shipments
Shipments not collected within the carrier's time limit will be returned to us.
A 1,500 SEK handling and return fee will be deducted from the refund.
6.2 Damaged or Missing Goods
You must check your goods immediately upon delivery.
Transport damages must be:
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Noted on the delivery slip
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Reported to the carrier within 7 days
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Reported to Toolwiser with photos and documentation
Claims submitted after this period may not be approved.
7. Refunds
Refunds are issued to the original payment method once the returned product has been inspected and approved.
Refund amounts may be reduced if:
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The product shows signs of use
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Original packaging is missing
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Accessories or parts are missing
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Damage occurred during return shipping due to poor packaging
Refunds typically appear within 5–10 business days depending on your bank/payment provider.
8. Warranty Claims
All products are covered by a minimum 12-month factory warranty.
The warranty covers replacement parts only.
The warranty does not apply to:
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Normal wear and tear
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Misuse, improper installation, or incorrect handling
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Consumable or wear parts
Labour, travel, and service costs are billed separately.
For assistance, contact Toolwiser support with your order number and photos/video demonstrating the issue.
9. Dispute Resolution
We aim to resolve all issues through direct communication.
If a dispute cannot be resolved, it will be handled according to the regulations of the Stockholm Chamber of Commerce Arbitration Institute (SCC).
Toolwiser follows:
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The Swedish Consumer Sales Act for private individuals
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The Swedish Sale of Goods Act for businesses