Politique de remboursement
We have a 60-day fair use warranty.
Which means you have 60 days after the purchase of your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, clean, and in its original packaging. You’ll also need a copy of the order for proof of purchase.
To start a return, you can contact us at johnasnath168@outlook.com we will need to know your order number, what happened, and what you want. In the case of return for wrong size we will need you to count the cutters on the correct sized last chain and tell us that count along with the make and model of your saw.
Please note that returns will need to be sent to the following address: ToughMAX, 319 Grey Street, Glen Innes NSW 2370.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at johnasnath168@outlook.com.
Damages and issues
Please inspect your order upon it arriving and contact us immediately if the item is wrong, defective, or damaged, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you needed is to make a purchase for the correct item and return the item you have requesting a refund (return must be requested first).
Exceptions / non-returnable items
Certain types of items cannot be returned, like blunt chains, custom sized chains as they were made to your specifications for you. Please get in touch if you have questions or concerns about your specific item.
Negative reviews
Implying that our product or service is in any way inferior will only make the return process more difficult. We ask that you refrain from leaving public comments until after you have contacted us and given us the opportunity to resolve each of your perceived issues.
Abusive/Bullying behaviour and comments from customers
Negative, abusive, or rude comments will only make the return process more difficult. Please refrain from any of the following:
- Foul language
- Insults
- Threats
- Lies about the actual use you put the product through
Processing time
Processing time starts after we pick up your return at the post office. We allow up to 5 business days to process your return. Returns that followed all instructions and included a note explaining the return, will be processed faster than returns where the problem and expected resolution is less clear. If you don't put your order number on the return, we cannot process it.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at johnasnath168@outlook.com.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, clean, unused, in its original packaging. You’ll also need a copy of the Order/Invoice for proof of purchase.