1.Overview and Scope
This Refund and Returns Policy applies to all purchases made through www.toughsteeltrowel.com. By placing an order on our website, you agree to comply with and be bound by the following terms.
2.Order Processing, Shipping, and Delivery
Fulfillment Time: Orders are processed and dispatched within 1 to 2 business days.
Logistics Partners: We partner with recognized priority courier services, including DHL, FedEx, and UPS, to ensure reliable delivery.
Delivery Timeframes: Standard delivery is expected within 3 to 7 business days following dispatch, depending on the destination.
Tracking Notifications: Customers will receive automated updates at key fulfillment milestones, including order dispatch, arrival at logistics hubs, and local out-for-delivery status.
Transit Delays: If an order exceeds the standard transport timeframe, we will initiate an official investigation with the respective carrier. Based on the findings and actual circumstances, we will determine the appropriate resolution, which may include a full refund or a replacement shipment.
3.Return Window and Withdrawal
Return Period: You are entitled to request a return within 14 days from the day on which you acquire, or a third party other than the carrier acquires, physical possession of the goods.
How to Request a Return: To initiate a return, you must inform us of your decision by means of a clear communication.
Reimbursement: If you withdraw from the contract, we shall reimburse all payments received from you without undue delay and no later than 14 days from the day on which we are informed about your decision. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
4.Return Instructions and Address
If you are exercising your right of return, goods must be sent back without undue delay and in any event no later than 14 days from the day you communicate your return.
Condition of Returned Goods: Customers are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the items. Please ensure items are returned in their original packaging where reasonably possible.
Return Shipping Costs: Unless otherwise agreed, the direct cost of returning the goods shall be borne by the customer.
Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged, or not as described, please notify us promptly.
Notification and Evidence: Customers must contact our team upon receipt of the goods, providing photographic evidence of the defect or damage.
Resolution without Physical Return: For items confirmed to be visibly damaged or defective upon delivery, customers are not required to return the physical item. Upon verification of the provided photographic evidence, we will promptly process a full refund or a replacement shipment.
5.Accepted Payment Methods
We support secure and convenient payment methods to facilitate your transactions:
Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay.
All transactions are processed securely through our authorized payment processing infrastructure. Refunds will be issued back to the original payment method used during the initial purchase.
6.Company and Entity Information
Registered Entity ID: L24000460408
Registered Entity EIN: 331700577
Registered Entity Name: 2969 ERNEST STREET LLC
Registered Corporate Address: 113 CAHOON ROAD NORTH, JACKSONVILLE, FL, 32220
Authorized Representative / Owner: MARCO CHEVEZ
Representative Address: 10631 PESCADERO AVE, SOUTH GATE, CA, 90280
Representative SSN: 566979942