This Refund and Returns Policy explains when Esalama Tool (“we”, “us”, “our”) offers returns, refunds, and exchanges. By placing an order, you agree to the terms below.
Scope note: We currently handle quality-issue cases through an exchange-first process. Refunds are only issued where an exchange is not possible or required by applicable law.
1) Eligibility window
- Requests must be submitted within 14 days of delivery.
- This policy applies only to quality issues (see Section 2).
2) What qualifies as a “quality issue”
A “quality issue” includes:
- The product is not usable as intended under normal use.
- The order arrives with missing parts.
- The item arrives broken/defective.
3) What is not covered
This policy does not cover:
- Change of mind, accidental orders, or ordering the wrong item (unless required by local law).
- Normal wear and tear, cosmetic issues that do not affect usability, or minor variations (e.g., packaging changes).
- Damage caused by drops/impact, water exposure, misuse, neglect, or unauthorized disassembly/repair.
- Issues caused by third-party modifications or improper installation/use.
4) What you need to provide (required evidence)
To submit a request, please provide:
- Order number
- A brief description of the issue
- Clear photos of the item and packaging, and/or a short video demonstrating the problem (especially for “not usable as intended” cases)
Requests without sufficient evidence may be delayed or declined.
5) Resolution method (exchange-first)
For confirmed quality issues, our standard resolution is exchange-first:
- Missing parts: We prioritize shipping replacement parts.
- Defective/not usable items: We prioritize shipping a replacement unit or the necessary replacement components.
We do this to resolve your case faster and minimize downtime for your DIY/repair work.
6) Do I need to return the entire kit?
- No. In most cases, you only need to return the defective part(s) rather than the entire kit.
- We may request additional items (or the full kit) only when necessary for troubleshooting, verification, or safety reasons.
7) Return shipping costs
- For confirmed quality issues within the 14-day window, we cover return shipping for the defective part(s) when you follow our return instructions.
- Do not ship items back before receiving our instructions, as unapproved returns may not be reimbursed.
8) Refunds (when applicable)
We may issue a refund when:
- An exchange is not possible (e.g., replacement is unavailable), or
- A refund is required by applicable consumer protection laws.
If a refund is approved:
- Refunds are issued to the original payment method.
- Timing depends on your payment provider/bank processing times.
9) Processing timeline
- After you contact us with the required evidence, we will review your case and respond with next steps.
- Replacement timing depends on product availability and destination shipping conditions.
10) Items returned without authorization
Returns sent without contacting us first, without an approved return method, or without the required evidence may be refused or delayed. We are not responsible for parcels sent to an incorrect address or using an unapproved method.
11) Contact (submit a request)
To request an exchange/return/refund (as applicable), contact:
Email: [email protected]
WhatsApp: +86 135 4301 2392
Support hours: Mon–Sat, 8:30–18:00 (HKT)
Recommended subject line: “Return/Exchange Request – Order #[Your Order Number]”