- Overview and Scope
This Refund and Returns Policy applies to all purchases made through www.toughsteeltrowel.com, operated by Toughsteeltrowel, located in Berlin, Germany. We serve customers within the European region. By placing an order on our website, you agree to comply with and be bound by the following terms, which are drafted in accordance with German and European consumer protection regulations, including the European Consumer Rights Directive and the German Civil Code (BGB).
- 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 across Europe.
Delivery Timeframes: Standard delivery is expected within 3 to 7 business days following dispatch, depending on the destination.
Tracking Notifications: Customers will receive automated email notifications containing tracking details 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.
- Right of Withdrawal (14-Day Statutory Cooling-Off Period)
In compliance with European consumer protection laws, consumers residing in the European Union are entitled to a 14-day Right of Withdrawal without needing to provide any justification.
Withdrawal Period: The withdrawal period expires 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
How to Exercise Withdrawal: To exercise the right of withdrawal, you must inform us (Toughsteeltrowel, Rankestraße 26, 10789 Berlin, Germany, Email: inventory@toughsteeltrowel.com, Phone: +49 30220127820) of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email).
Effects of Withdrawal: If you withdraw from this contract, we shall reimburse all payments received from you, excluding standard delivery costs, without undue delay and no later than 14 days from the day on which we are informed about your decision to withdraw. 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.
- Return Instructions and Address
If you are exercising your right of return, goods must be sent back to our return processing center without undue delay and in any event no later than 14 days from the day you communicate your withdrawal.
Return Address:
Rankestraße 26, 10789 Berlin, Germany
Condition of Returned Goods: Consumers 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, you are entitled to statutory warranty rights (Gewährleistung) under German and European law.
Notification and Evidence: Customers must contact our customer service team via email at inventory@toughsteeltrowel.com 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.
- 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.