Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@tufftools.com.au Please note that returns will need to be sent to the following address:

Tuff Tools Australia
2/86 Dunhill Crescent,
Morningside QLD 4170

If your return is accepted, you will need to ship the item back to us for a replacement Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@tufftools.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Pre-Order Cancellation Policy
By placing a pre-order with Tuff Tools, you acknowledge and agree to the following cancellation policy: If you choose to cancel your pre-order, a 10% cancellation fee will be applied to the total order value. This fee covers administrative and processing costs associated with your order.

To initiate a cancellation, please contact us as soon as possible. Cancellations can only be processed before the order has been shipped. Once your order is shipped, the cancellation policy no longer applies.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Free Gift Shipping Policy
If you qualify for a free gift with your purchase, please ensure that the gift is added to your cart at checkout. If the free gift is not added to your cart and you later request it, you will be responsible for paying a shipping fee of $14.95 for the item. This fee reflects the shipping cost Tuff Tools incurs through the carrier for sending the gift separately.

Exchanges and Refunds

We’re here to help, but as a small Aussie business, we do have a few fair-use conditions in place for returns and exchanges.

Change of Mind / Exchange Requests

If you’ve changed your mind or would like to exchange your item, we’re happy to help—however, this will be treated as a change-of-mind return.

• A 20% restocking fee will apply once the item arrives back at our HQ.
• Items must be returned in resellable condition (unopened, unused, and in original packaging).
• If the returned item is not in resellable condition, we will only offer a 40% refund out of good faith.

The fastest way to make an exchange is to return the item first. Once we've received and approved the return, you can place a new order for the product you want.

Faulty Items / Refund Eligibility

We only issue refunds for faulty or damaged products.

If something’s not right, please send us clear photos or videos showing the fault to hello@tufftools.com.au Once we assess and confirm the issue, we'll either send a replacement or offer a full refund—your choice.

Returns Process

1. Contact us at hello@tufftools.com.au to request a return.

2. Once your return is approved, send the item back to us.

3. We’ll inspect it upon arrival and notify you of the outcome.

4. If approved, your refund (if applicable) will be processed within 10 business days. Please allow extra time for your bank to post the refund to your account.

Chargebacks

If you’ve received your item and lodge a chargeback without contacting us first, your refund will not be approved. In serious cases, we reserve the right to pass your details to law enforcement.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@tufftools.com.au