Our Commitment to Your Satisfaction
At Wen Tools Sale, we stand behind the quality of our professional tools and equipment. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process for our valued customers.
Return & Exchange Eligibility
You may return or exchange most items within 15 days of receiving your shipment, provided the following conditions are met:
- Item is in original, unused condition with all packaging intact
- All original tags and labels are attached
- Product is in resalable condition
- Proof of purchase is provided
Non-Returnable Items
Based on our product analysis, the following items cannot be returned or exchanged for safety and hygiene reasons:
- Router Bits (due to sharpening and potential use in specific projects)
- Custom-cut Bandsaw Blades (made to specific measurements)
- Opened or used power tool accessories that show signs of wear
- Items without original packaging or missing components
Return Process – Step by Step
Step 1: Submit Return Request
Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Dear Wen Tools Sale Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Product Name: [Product Name]
Reason for Return: [Please specify reason – defective, wrong item, etc.]
Preferred Resolution: [Refund/Exchange for (specific product)]
Additional Comments: [Any other relevant information]
Thank you for your assistance.
[Your Name]
Step 2: Receive Authorization
Within 24 hours (during business days), you’ll receive a Return Merchandise Authorization (RMA) number and shipping instructions.
Step 3: Ship Your Return
Package the item securely in its original packaging and include:
- Copy of your order confirmation or packing slip
- RMA number clearly visible on the outside of the package
- All original accessories and documentation
Step 4: Processing
Once we receive your return, we’ll inspect the item within 3-5 business days and process your refund or exchange.
Refund Information
Refund Timeline:
- Credit Card/PayPal Refunds: 5-7 business days after return approval
- Bank Transfers: 7-10 business days
What’s Refunded:
- Full product price
- Original shipping costs for defective or incorrect items
- Return shipping costs for our errors
Not Refunded:
- Return shipping costs for change of mind returns
- Original shipping costs on free shipping orders
Exchange Process
For exchanges, follow the same process as returns. Once we receive and inspect your returned item, we’ll ship the replacement product using your preferred shipping method. Additional shipping charges may apply for expedited delivery.
Defective or Damaged Items
If you receive a defective or damaged item, contact us immediately at [email protected]. We’ll arrange for a prepaid return label and expedite your replacement at no additional cost.
International Returns
As we serve customers globally (excluding Asia and certain remote areas), please note:
- Return shipping costs are the customer’s responsibility
- Customs duties and taxes for returned items are non-refundable
- Please mark the package as “Returned Goods” to avoid additional customs charges
Need Help?
Our customer service team is here to assist you:
Email: [email protected]
Response Time: Within 24 hours during business days
Address: 7310 East Chester Heights Circle, Anchorage, US 99504
At Wen Tools Sale, we’re committed to ensuring your complete satisfaction with every purchase. Thank you for trusting us for your professional tool needs.