TOOLINE

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Refund and Returns Policy

Effective Date: June 24, 2026

Thank you for shopping at Tooline Limited (toolineshop.com). We value your business and strive to provide high-quality products. If you are not entirely satisfied with your purchase, we are here to help.

Please read this policy carefully before making a purchase. By placing an order on our Site, you agree to the terms outlined below.

1. Core Policy: No “Refund-Only” (Strict Return Requirement)

To protect our business and maintain fair practices, Tooline Limited does not offer “refund-only” options under any circumstances.

  • No Refund Without Return: We will not issue a refund, store credit, or replacement for any item unless the physical product is successfully returned to our warehouse for inspection.
  • No Keep-and-Refund: Customers are strictly prohibited from keeping the product and receiving a refund simultaneously, regardless of the reason (including claims of dissatisfaction, sizing issues, or minor transit damage).
  • Mandatory Inspection: All returns must be physically received and verified by our team before any financial reimbursement is initiated.

2. Return Eligibility and Windows

We offer a 30-day return policy. You have 30 calendar days from the date you received your item to request a return.

To qualify for a physical return and subsequent refund, your item must meet the following criteria:

  • Condition: The item must be unused, unwashed, and in the same pristine condition that you received it.
  • Packaging: The product must be in its original, undamaged packaging with all tags, labels, manuals, and accessories included.
  • Proof of Purchase: You must provide the original receipt, invoice, or online order confirmation number.

Non-Returnable Items:

  • Final sale or clearance items.
  • Gift cards.
  • Personalized or custom-made orders.
  • Perishable goods or personal care items (for hygiene reasons).

3. Return Shipping and Costs

Unless the return is due to an error on our part (e.g., we shipped the incorrect item), the customer is responsible for paying all return shipping costs.

  • Non-Refundable Shipping: Original shipping fees paid at the time of purchase are non-refundable.
  • Trackable Shipping Required: We strongly recommend using a trackable courier service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. If a return package is lost in transit before reaching us, no refund will be issued.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is physically damaged or defective upon arrival, our mandatory return rule still applies:

  1. Report Within 48 Hours: You must email us at lornai@toolineshop.com within 48 hours of delivery.
  2. Provide Evidence: Include clear photos and videos of the damage, along with your order number.
  3. Return for Evaluation: We will provide a pre-paid shipping label for damaged or defective goods. You must ship the item back to us.
  4. Resolution: Once we receive and inspect the physical item to verify the defect, we will offer you a full refund or a free replacement. Requests for a refund without returning the damaged item will be rejected.

5. The Inspection and Refund Process

Once your return package is delivered to our New Zealand facility, the process unfolds as follows:

  • Step 1: Physical Inspection (2–5 Business Days): Our team will open the package and assess the item against our eligibility criteria.
  • Step 2: Notification: We will send you an email to notify you that we have received your returned item and inform you whether your refund is approved or rejected based on its condition.
  • Step 3: Reimbursement: If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment.

Please note: Credit card companies and banks may take an additional 5–10 business days to post the refund to your account.

6. Order Cancellations and Modifications

  • Before Shipping: You may request to cancel an order before it leaves our warehouse. If successful, a full refund will be issued.
  • After Shipping: Once an order has been dispatched, it cannot be canceled or modified. You must receive the package and follow the standard return process outlined above.

7. Contact Us

For all return requests, questions, or assistance, please reach out to our customer support team:

  • Company Name: Tooline Limited
  • Website: toolineshop.com
  • Email: lornai@toolineshop.com
  • Phone: +(64)3 3384242
  • Address for Returns: 49a sonter road, wigram, christchurch 8042, new zealand