Refund & Returns Policy

Effective Date: 28 July 2026

At 2Tools Pty Ltd (“2Tools”, “we”, “our”, or “us”), we are committed to supplying quality products and providing excellent customer service. This Refund & Returns Policy explains your rights and our procedures for returns, exchanges and refunds.

This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, limits or replaces any rights or remedies you may have under the ACL.

Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a replacement, repair or refund if a product:

has a major fault;
is significantly different from its description or sample;
is not fit for its intended purpose;
is unsafe; or
fails to meet the consumer guarantees under Australian law.

Where a fault is minor, we may choose to repair or replace the product within a reasonable timeframe.

Change of Mind Returns

We understand that sometimes a product may no longer be required.

Subject to the conditions below, we may accept returns for change of mind at our discretion.

To be eligible:

the return request must be made within 30 days of receiving the goods;
the product must be unused and uninstalled;
the product must be in its original packaging;
all accessories, manuals and supplied components must be included;
the product must be in resalable condition.

Unless required by Australian Consumer Law, change of mind returns may be subject to:

a restocking fee;
return freight costs; and
inspection prior to approval.

Shipping charges are generally non-refundable.

Products That Cannot Be Returned

For safety, operational or supplier reasons, we cannot accept returns for:

products that have been used or installed;
products that have been damaged after delivery;
custom-made or special-order items;
products specifically sourced at the customer’s request;
clearance, discontinued or end-of-line products (unless required under Australian Consumer Law);
products returned without prior authorisation.

Damaged or Incorrect Deliveries

Please inspect your order as soon as it is delivered.

If you receive:

damaged goods;
incorrect products;
missing items; or
products believed to have manufacturing defects,

please notify us as soon as possible, preferably within 7 days of delivery.

Where possible, include:

your order number;
photographs of the product;
photographs of the packaging;
a description of the issue.

Prompt notification helps us resolve your claim quickly.

Warranty Claims

Many products supplied by 2Tools are covered by manufacturer warranties.

Where applicable, warranty claims may be assessed by either:

2Tools; or
the original manufacturer.

Warranty coverage varies depending on the product and manufacturer.

Normal wear and tear, misuse, incorrect installation, improper maintenance or accidental damage are generally not covered by warranty.

Return Process

Before returning any product, please contact our team to obtain return approval.

To request a return, please provide:

your order number;
your contact details;
the product being returned;
the reason for the return; and
photographs if the product is damaged or faulty.

Unauthorised returns may be refused.

Return Shipping

Unless otherwise required under Australian Consumer Law:

customers are responsible for return shipping costs for change of mind returns;
if the return relates to a faulty, damaged or incorrect product, reasonable return shipping costs may be reimbursed or arranged by 2Tools.

We recommend using a tracked freight service when returning products.

2Tools is not responsible for goods lost or damaged during return transit.

Inspection of Returned Goods

All returned products are inspected upon arrival.

Following inspection, we will determine whether the return qualifies for:

a refund;
a replacement;
a repair;
store credit (where agreed); or
rejection if the return conditions have not been met.

Refunds

Approved refunds will generally be processed using the original payment method.

Refund processing times vary depending on your financial institution and payment provider but are typically completed within 5–10 business days after approval.

Shipping charges are generally not refundable unless required under Australian Consumer Law.