Effective Date: April 17, 2026
At TOOLS&TOOLS d.o.o. za usluge (hereinafter referred to as “TOOLS&TOOLS”, “we”, “us”, or “our”), operating via www.toolsandtoolsshop.com, we take pride in the quality of our gardening tools. We understand that occasionally a product may not meet your expectations. This policy outlines the conditions under which returns and refunds are processed.
1. THE MANDATORY RETURN REQUIREMENT (NO “REFUND-ONLY”)
Strict Policy Notice: TOOLS&TOOLS operates a strict No Return, No Refund policy. Under no circumstances do we offer “refund-only” solutions where a customer retains the product and receives a monetary reimbursement.
To be eligible for any refund, the physical item must be successfully returned to our facility in Zagreb and pass a formal inspection. This policy is in place to prevent fraudulent claims and to ensure the integrity of our high-quality gardening inventory.
2. RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)
In accordance with European Union consumer protection laws, customers have the right to withdraw from their purchase within 14 days of receiving the goods without giving a reason.
- Notification: You must inform us of your decision to cancel via email at laterment@toolsandtoolsshop.com.
- Condition: Items must be unused, in their original packaging, and in the same condition as received.
- Exclusion: Used gardening tools (showing signs of soil, wear, or sharpening) cannot be returned under the right of withdrawal.
3. RETURN PROCESS
To initiate a return, please follow these steps:
- Contact Us: Email our support team at laterment@toolsandtoolsshop.com with your order number and photos of the item.
- Return Authorization: Once your request is reviewed, we will issue a Return Merchandise Authorization (RMA) and provide the return shipping address.
- Shipping the Item: Pack the tool securely. We recommend using a trackable shipping service.
- Verification: Upon arrival at our Zagreb warehouse (Ulica Hrvatskog proljeća 28, 10000 Zagreb, Hrvatska), our technical team will inspect the tool for signs of use or damage.
4. DAMAGED OR DEFECTIVE GOODS
If you receive a tool that is functionally defective or damaged during transit:
- You must report the defect within 48 hours of delivery.
- Requirement: Even in cases of confirmed damage, the defective product must be sent back to us before a replacement or refund is issued.
- Shipping Costs: If the item is confirmed defective by our team, TOOLS&TOOLS will reimburse the return shipping costs or provide a pre-paid label.
5. NON-RETURNABLE ITEMS
For hygiene and safety reasons, the following are not eligible for return or refund:
- Customized or engraved gardening tools.
- Perishable items (such as seeds or organic fertilizers).
- Items marked as “Final Sale” or “Clearance.”
- Tools that have been modified, sharpened, or repaired by the customer.
6. REFUND TIMELINE AND CONDITIONS
- No Partial Refunds for Retained Goods: We do not offer partial refunds if you choose to keep a slightly damaged item.
- Processing Time: Once the returned item is received and inspected (usually within 5 business days), we will notify you of the approval or rejection of your refund.
- Method: Approved refunds will be processed back to the original method of payment within 10-14 business days.
7. RETURN SHIPPING ADDRESS
All physical returns must be shipped to our registered office:
TOOLS&TOOLS d.o.o. za usluge
Ulica Hrvatskog proljeća 28, 10000 Zagreb, Hrvatska
8. CONTACT INFORMATION
For any questions regarding our Refund and Returns Policy, please reach out to our team:
- Website: www.toolsandtoolsshop.com
- Email: laterment@toolsandtoolsshop.com
- Phone: +385 1 606 5999
- Location: Zagreb, Croatia