RETURNS AND CANCELLATIONS:
At DES Tools, we tend to love keeping our customers happy, therefore if you are not satisfied with your purchase, you have every right to return it. We believe we offer the highest quality products on the market, if you dislike your item; we will do whatever it takes to retort to your concern and solve it.
We have a 15-day return policy, which means you have 15 days after receiving 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, and in its original packaging. We will also need the receipt or proof of purchase.
To start a return, you can contact us at support@destoolsng.com. If your return is accepted, we will send you a return authorization label, as well as for 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 support@destoolsng.com.
We try as much as possible to ship out item very quick as soon as we receive your order, once it is shipped out and you decide to cancel the order, contact us for an immediate return slip and guidance on how to do so as soon as you receive the order from the courier. Do not open the package if you have initiated this kind of return.
EXCHANGES:
Call or Text Us on WhatsApp immediately if you have decided to exchange your item for another one that you either accidentally ordered or changed your mind about the item. If you need an item to be quickly shipped in exchange for the other one you bought, place a new order on the item(s), while we process returns for the former.
DES Tools Does Not Accept Returns for Certain Item(s) that have been ordered. These items will be indicated below.
RESTOCK FEE:
To process returns for an item below NGN50,000, we require the customer to pay 20% Restocking fee, for us to able to process the returns successfully, we charge this fee due to the manufacturer’s require this fee to restock this item in their warehouse. For items above NGN50,000, a restocking fee applies to some of these items due to their nature or source of the materials.
DEFECTIVE ITEMS:
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue. Do not sign the delivery paper from the courier, tell the courier to return the item(s) to us, then contact us thereafter.
Obvious Damages: Please inspect your item immediately after receiving it from the courier, if you observe any noticeable damages on the packaging, check and make sure that the item itself is not damaged. If you sign and collect the package without indicating any issue on the paper for possible damaged, you will be responsible for any further actions.
Note: Some issues need to be escalated as soon as possible for us to solve them immediately to avoid a bad experience.
GLOBALLY SHIPPED ITEM FROM FACTORY:
We offer a wide selection of Tools to cover your needs, most of these tools will be shipped straight from the manufacturer’s warehouse, we do not accept returns for items that were shipped straight from the manufacturers, but we can make an exception for some of the items or the case you presented to us.
EXCEPTIONS/NON-RETURNABLE ITEMS:
Unfortunately, Certain types of items cannot be returned or refunded:
Calibrated Items: After accepting our terms of calibration, we cannot issue a refund for items that refused to accept calibration due to faulty parts, we will contact you for any further information about your item.
Packaging Materials: We do not accept returns for some of the packaging materials sold on our website, especially if the seal has tampered, or part of them used. Do ensure to double-check these materials as soon as you receive them.
Heavy Items: Items weighing 50Kg and above will not be eligible for returns due to the process and Shipping fee to get these item(s) to you, we can make exceptions due to reasons that are beyond control. After we accept your claims, we can proceed with the return process.
As time goes on, we will make a list of some of these items, but we can always make an exception to please our customers after you submit a claim to us.
RETURN SHIPPING:
We recommend using our partners, DHL and RedStar FedEx for your return shipping.
Return Labels or Forms will be sent to you to fill. We do not accept a returned item(s) that was not authorized by us. Kindly contact us when returning an item to avoid unnecessary delays.
Refunds:
Orders that are returned due to order error, change of mind, or other reasons that DES Tools does not have control over will receive a higher percentage of restocking fee after we have accessed your claims. Shipping costs are non-refundable.
Please wait for 14 working days for returns to be processed and refund issued to the original payment means used after the item(s) are received to our warehouse.
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. But we will work with our payment provider to ensure that your refund is processed quickly.
Return Shipping Costs:
You are responsible for the return shipping fee of the item(s) being sent back to the provided return shipping address. Exceptions include:
- Item(s) that arrived damaged or defective.
- The wrong item was received from what was ordered.
HOW DO I RETURN AN ITEM?
If you have an account with us, go to your orders on your account column, choose the item(s) you would like to return, select the reasons for return, add additional information for quicker processing.
Check your email later, we will reply to you as soon as possible. When you receive an email from us, and your item is qualified for return and free shipping back to us, we will send you a Return Material Authorization to your email with Shipping Information.
If you do not have an account with us, Kindly contact us, we will send you a form to fill and send it back to us, after it is approved within 2 business days, we will send you a Return Material Authorization with Shipping Information.
WHAT DO I DO IF USED A WRONG ADDRESS ON MY SHIPPING INFO?
If you accidentally used the wrong address on your profile, your item is returned to us, you will be responsible for the shipping return cost.
If the item(s) are missing due to the wrong address, you will be responsible for any further costs.
We will work with our carriers to ensure that missing packages are found.
Sometimes we can also reroute these packages before they are returned to us.
We urge you to try and double-check your delivery address before placing an order.
CAN I CANCEL AN ITEM EN ROUTE?
We ship out the item as soon as we receive an order for it, so it will be impossible to cancel an order that has already shipped, if the item has not yet shipped, we can cancel the order and stop the shipping.
If you get the item after you have canceled, initiate a return with us immediately.