Cancellation, Returns and Refund Policy

At GTM Tools, we are committed to providing professional service and high-quality equipment to our business customers. This Policy explains the conditions applicable to order cancellations, product returns, refunds, shipping damage claims, and warranty-related requests.

This Policy applies unless different terms have been agreed in writing in a quotation, order confirmation, sales agreement, or other contractual document. Any mandatory provisions of applicable law will take precedence over this Policy.

1. Order Cancellations Within 24 Hours

An order may be cancelled within 24 hours of placement for a full refund, provided that order processing, procurement, production, customisation, or shipment preparation has not already begun.

2. Order Cancellations After 24 Hours

Orders cancelled more than 24 hours after placement, but before processing, production, or procurement has begun, may be subject to a cancellation or restocking fee of up to 20% of the total order value.

Where the customer places a replacement order, GTM Tools may, at its discretion, apply all or part of this fee as a credit toward the new order.

3. Cancellations Close to the Estimated Dispatch Date

Orders cancelled within seven calendar days of the estimated or confirmed dispatch date may be subject to a cancellation charge of up to 50% of the total order value.

This charge covers costs associated with production, procurement, preparation, handling, packaging, and reserved logistics capacity.

4. Cancellations After Dispatch

Once an order has been dispatched, it can no longer be cancelled.

If the customer refuses delivery or requests the return of an order after dispatch, the return must first be authorised by GTM Tools. The customer will be responsible for all related costs, which may include:

• Original and return shipping charges.

• Freight, handling, storage, and redelivery fees.

• Customs duties, import charges, and other cross-border costs.

• A restocking fee of up to 50% of the product value.

Unauthorised returns or refused deliveries may not be accepted for a refund.

5. Returns

Eligible products may be returned within 14 calendar days of delivery, subject to prior written authorisation from GTM Tools.

To qualify for a return, products must be:

• Unused, unassembled, uninstalled, and unmodified.

• In their original condition and original packaging.

• Secured on the original unopened pallet, where applicable.

• Complete with all accessories, components, manuals, documentation, and supplied materials.

• Suitable for resale as new.

The customer is responsible for arranging and paying all return shipping, freight, insurance, customs, and handling costs. The customer also bears the risk of loss or damage during return transportation.

Approved returns may be subject to a restocking fee of up to 50% of the product value. Original shipping charges, customs duties, handling fees, VAT, sales tax, and other transaction-related costs may be non-refundable where permitted by applicable law.

6. Return Authorisation

Products must not be returned without prior written approval from GTM Tools.

Where applicable, GTM Tools will provide return instructions or a Return Merchandise Authorisation number. The authorisation number and relevant order information must be included with the returned shipment.

Approval of a return request does not guarantee that a refund will be issued. Refund eligibility will be determined following inspection of the returned product.

7. Refund Processing

Refunds are issued only after the returned product has been received and inspected by GTM Tools or an authorised service or logistics partner.

The product must be in resalable condition and include all originally supplied items, parts, accessories, manuals, and packaging.

Approved refunds are generally processed within 7–10 business days after inspection. The time required for the funds to appear in the customer’s account may vary depending on the payment method and financial institution.

Any applicable cancellation, restocking, repair, replacement, shipping, handling, customs, or administrative charges will be deducted from the refund.

8. Shipping Damage and Shortage Claims

Customers must inspect all shipments immediately upon delivery and before signing the carrier’s delivery documentation.

Any visible damage, missing packages, incorrect quantities, or other discrepancies must be clearly recorded on the delivery receipt or transport documentation. A clean delivery receipt may limit the ability to submit a successful claim against the carrier.

Where permitted, customers should mark the shipment as “subject to inspection” and take clear photographs of:

• The delivered shipment.

• The external packaging.

• The pallet and securing materials.

• Any visible damage.

• The product identification and shipping labels.

Concealed damage, missing items, or order discrepancies must be reported to GTM Tools in writing within five business days of delivery.

Claims submitted after this period may be rejected, subject to applicable law and the carrier’s claim requirements. Customers must retain all original packaging and damaged items until the claim has been reviewed and further instructions have been provided.

9. Non-Returnable Items

The following products are not eligible for return unless otherwise agreed in writing or required by applicable law:

• Special-order, made-to-order, or custom-configured equipment.

• Products manufactured, sourced, or modified specifically for the customer.

• Used, assembled, installed, operated, altered, or modified products.

• Clearance, discounted, discontinued, or final-sale items.

• Consumable products, including filters, fluids, oils, lubricants, spark plugs, and similar items.

• Electrical or electronic components that have been installed or connected.

• Products damaged through improper use, storage, assembly, installation, maintenance, or transportation by the customer.

• Products without their original packaging, accessories, documentation, or identification labels.

10. Warranty Claims

A defective product may be covered by the applicable manufacturer’s warranty.

Warranty claims are separate from returns and refunds and must be handled in accordance with the manufacturer’s warranty conditions and claim procedure.

Depending on the circumstances, a warranty claim may result in inspection, diagnosis, repair, replacement of defective parts, or replacement of the product. A refund is not automatically available for products covered by warranty.

The customer may be required to provide photographs, videos, serial numbers, maintenance records, proof of purchase, diagnostic information, or access to the product for inspection.

11. Business-to-Business Transactions

GTM Tools primarily supplies products to business and professional customers.

Unless mandatory law provides otherwise, statutory cancellation or withdrawal rights intended specifically for consumers do not apply to purchases made for business, commercial, trade, or professional purposes.

12. How to Request a Cancellation, Return, or Refund

To request an order cancellation, return authorisation, refund, or assistance with a damaged shipment, please contact GTM Tools and provide:

• The company name.

• The order or invoice number.

• The product name and serial number, where applicable.

• The reason for the request.

• Photographs or other supporting documentation, where relevant.

Email: info@gtmtools.eu
Phone: +1 (224) 475-6370