Refund policy

Returns and Refund Policy

Torqpoint Tools is committed to providing quality hand tools to Australian workshops, tradies, and DIYers. If you are not completely satisfied with your purchase, we are here to help. This policy outlines your rights and our procedures for returns, exchanges, and refunds.

📅 30‑Day Return Window

You have 30 calendar days from the date you receive your item to request a return. After this period, unfortunately we cannot offer a refund or exchange.

✅ Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

  • Unused and Unworn: The item must be in the same condition that you received it.
  • Original Packaging: The item must be returned in its original, undamaged packaging with all included accessories.
  • Proof of Purchase: You must provide a receipt, order confirmation email, or proof of purchase.

Items that show signs of use, wear, or installation are not eligible for return unless they are faulty.

🚫 Non‑Returnable Items

The following items are excluded from our standard returns policy for hygiene and safety reasons:

  • Hazardous materials (e.g., flammable liquids, gases)
  • Items that have been used or installed

If you are unsure whether your item qualifies, please contact us before initiating a return.

🛡️ Faulty, Damaged, or Incorrect Items (Your Consumer Rights)

As an Australian business, we comply with the Australian Consumer Law (ACL). If an item is faulty, significantly different from its description, or not of acceptable quality, you are entitled to a repair, replacement, or refund.

Please inspect your order immediately upon receipt. If you receive a damaged or incorrect item, contact us straight away at info@torqpointtools.com.au with photos of the issue. We will prioritise resolving these claims at no cost to you.

🚚 Return Shipping Costs

Reason for Return Who Pays Return Shipping?
Change of Mind / Incorrect Choice Customer is responsible for return postage costs.
Faulty / Damaged / Incorrect Item Torqpoint Tools will cover the cost of return shipping (a prepaid label will be provided).

We recommend using a tracked shipping service for all returns, as we cannot guarantee receipt of your returned item.

📋 How to Initiate a Return

  1. Contact Us: Email info@torqpointtools.com.au with your order number and the reason for the return.
  2. Await Approval: Once approved, we will provide you with return instructions and, if applicable, a prepaid shipping label.
  3. Pack and Ship: Securely pack the item in its original packaging and send it to the address provided in the instructions.

Return Address for Approved Returns:
Torqpoint Tools Returns
2 Gibson Avenue
Padstow NSW 2211
Australia

Please do not send items back without prior authorisation, as they may not be accepted.

💰 Refunds Process

  1. Inspection: Once we receive and inspect your return (usually within 2 business days of delivery), we will notify you via email of the approval or rejection status.
  2. Approval: If approved, your refund will be processed immediately.
  3. Timing: Refunds will be credited back to your original payment method (Credit Card, PayPal, Shop Pay, etc.).
    • Shop Pay / PayPal: Usually appears within 1‑2 business days.
    • Credit Card: Please allow 5‑10 business days for the refund to appear on your statement, depending on your bank's processing time.

🔄 Exchanges

The fastest way to secure a replacement item is to place a new order for the desired product. Once we receive and process your return for the original item, we will issue a full refund according to the policy above.

📞 Contact Us

If you have any questions about our Returns and Refund Policy, please contact us:

  • Email: info@torqpointtools.com.au
  • Phone: 0457 214 438
  • Address: 2 Gibson avenue , padstow , nsw, 2211

Policy Last Updated: [21-04-2026]