Refund policy
Etoolstore is operated by Root Info Solutions Pvt Ltd. We sell industrial and professional tools, most of them factory sealed by the brand. Because of this we do not accept returns for change of mind. We do put right every order that arrives damaged, wrong, incomplete or defective.
No returns for change of mind
Once an order is delivered, it cannot be returned or exchanged because it is no longer needed, was ordered by mistake, or does not suit the job. Please check specifications, sizes and compatibility before ordering. Custom made and on-demand products are also final sale.
What you can claim
You may raise a claim if:
- The product arrived damaged or was damaged in transit.
- The wrong item was delivered.
- The package was empty, or items or accessories were missing.
- The product is defective, or does not match the description or features shown on the product page.
Time limits
- Damaged, wrong, empty or missing items: within 48 hours of delivery.
- Defective or not as described: within 7 days of delivery.
Claims made after these windows will not be accepted.
Evidence we need
Write to contact@etoolstore.in with your order number and:
- An unboxing video is mandatory for every claim. Record it in one continuous take, starting with the sealed package and shipping label, then opening the box and showing the contents. Claims without this video cannot be processed.
- For damage or a wrong item, add photographs of the box from all sides, the inner packing, the product and the shipping label.
- For a defect, add a short video showing the fault.
We recommend recording every delivery as you open it, so the video is available if anything is wrong.
Our team will review the evidence and confirm the outcome, usually within 3 working days. Claims and approvals are valid only in writing by email. Verbal assurances over phone or chat are not binding.
What we do once a claim is approved
Our first remedy is a replacement of the same item at no cost to you. We arrange pickup of the affected item and dispatch the replacement once it is received and checked.
If a replacement is not in stock, or you prefer a refund, we refund the full amount paid for that item including any shipping charged. Under the Consumer Protection (E-Commerce) Rules 2020, this refund right applies to goods that are defective, damaged, wrong, not as described, or delivered late beyond our stated schedule.
Warranty and guarantee
All warranties and guarantees are provided by the respective brand or manufacturer, not by Root Info Solutions Pvt Ltd. We are an authorised distributor and reseller. Any warranty claim after delivery, including faults that appear in use, must be raised with the brand's authorised service centre under the brand's warranty terms. We will help you find the nearest centre and share the invoice needed for the claim.
This does not affect your claim for a product that arrives damaged, wrong, missing or defective on arrival within the time limits above. Those claims are handled by us under this policy.
Condition of the item being collected
The item must be in the condition it arrived, with all packing, tags, literature, warranty card, freebies and accessories. Items used beyond checking for the reported fault, or damaged after delivery, are not eligible.
How refunds are paid
All orders on Etoolstore are prepaid. Refunds go back to the same payment method through Razorpay. No pickup charge or deduction is applied to an approved refund.
Refunds are initiated once the collected item reaches our warehouse and passes check. We aim to initiate within 7 working days of collection. Banks and card issuers usually take a further 7 to 10 working days to show the credit. If a confirmed refund has not reached you by the date promised, write to contact@etoolstore.in and we will follow up with the payment provider.
Grievances
If you are not satisfied with how a claim was handled, contact our Grievance Officer:
Grievance Officer
Root Info Solutions Pvt Ltd
117A/2 Govind Puri, Delhi 110019, India
contact@etoolstore.in
We acknowledge grievances within 48 hours and resolve them within one month.