Returns & Exchanges

Returns & Exchanges

We stand behind every product we sell. If something isn’t right, we’ll make it right.

Key Terms at a Glance

  • Return window: 30 days from delivery
  • Refund processing: within 1 business day of receiving your return
  • Quality issues: free return shipping
  • All eligible returns: full refund
  1. Return & Exchange Eligibility

To qualify for a return or exchange, please ensure the following:

  • Your request is submitted within 30 days of receiving your order
  • The item is unused and in its original condition (exceptions apply for items that arrived defective or damaged)
  • The item is returned in its original packaging

We do not accept parcels sent freight collect (COD).

  1. Return Shipping Costs

If the return is due to a quality or defect issue, we will cover the full return shipping cost at no charge to you.

If the return is due to a buyer’s reason — such as ordering the wrong model or wrong size — the buyer is responsible for the return shipping cost. No Restocking Fee: We do not charge any restocking fee for returns.

  1. How to Start a Return or Exchange

Step 1 — Email us at sales@hartwanatools.com to request a return or exchange authorization. Step 2 — We will provide you with the return authorization and return address within 1 business day. Step 3 — Ship the item back in its original packaging. Step 4 — Once we receive your package, your refund will be processed within 1 business day. You will be notified by email once the refund is completed.

For exchanges, once we receive the returned item, we will ship the replacement within 1 business day.

  1. Order Modifications & Cancellations
  • Unpaid orders: Log in to your account at hartwanatools.com to reorder, or contact us directly to make changes.
  • Paid, not yet shipped: Contact us as soon as possible. Orders are typically processed within 2 business days, and we can make changes during this window.
  • Already shipped: We are unable to modify or cancel an order once the package has left our facility.
  • Cancelled orders: Once cancelled, the order status will update to “Cancelled” under Orders in your account.
  1. Technical Support

Some products require professional installation. If you need assistance, please contact our technical support team — we are happy to help.

Return Address

Name: Jack Address: No. 12, Building 14-1, Zhonghua District, Shuyang County, Suqian City, Jiangsu Province, China Zip Code: 223600 Phone: +86-18014551115 Email: sales@hartwanatools.com

Contact Us

For return or exchange requests, or any other questions, please reach out to us: