Return & Refund Policy

Effective Date: April 4, 2026 | Version 2.0 Applicable to: United Kingdom | United States | European Union | Australia

1. Overview

At ExedusTools, we take pride in the quality of every product we manufacture and supply from our facility in Sialkot, Pakistan. This Return & Refund Policy outlines your rights and our obligations in the event that you are not satisfied with your order or receive a product that does not meet the expected standard.

Please read this policy carefully before placing an order. By purchasing from ExedusTools, you agree to the terms set out below.

2. Our Product Categories

3. Standard Wholesale Orders — Return & Refund

Eligibility: Returns are accepted for standard wholesale orders under the following conditions only:

• The items received are damaged or defective
• The wrong items were delivered
• Items are significantly different from the confirmed product description

Time Limit:

• Return request must be submitted within 7 days of delivery confirmation

Condition of Return:

• Items must be unused and in original packaging
• Original labels and accessories must be intact
• Items that have been used, modified, or damaged after delivery will not be accepted

How to Request a Return:

1. Email support@exedustools.com with subject: RETURN REQUEST — [Your Order Number]
2. Include your company name, order number, and reason for return
3. Attach clear photographs showing the issue
4. Our team will review and respond within 3 business days
5. If approved, return instructions will be provided

Return Shipping Costs:

• If items were faulty, defective, or incorrectly sent — ExedusTools covers return shipping
• All other cases — return shipping is the buyer’s responsibility

Refund Processing:

• Refunds processed within 10 business days after receiving and inspecting returned items
• Refund issued via Bank Transfer
• Original shipping charges are non-refundable unless the error was on our part

4. Made-to-Order Items — Return & Refund

Eligibility: Returns for made-to-order items are accepted only in the following cases:

• Manufacturing defects affecting the items
• Incorrect items supplied — completely different from confirmed specifications

Time Limit:

• Claims must be raised within 7 days of delivery confirmation

How to Submit a Claim:

1. Email support@exedustools.com with subject: MADE-TO-ORDER CLAIM — [Your Order Number]
2. Include company name, order number, quantity affected, and full description
3. Attach clear photographic or video evidence
4. Our team will review and respond within 5 business days

Resolution Options:

• Replacement of defective or incorrect units
• Partial refund for affected units only
• Credit note toward a future order

Not Eligible for Return:

• Items that meet confirmed specifications but buyer has changed requirements
• Claims submitted after the 7-day window
• Items damaged after delivery due to improper handling or storage

5. Custom / Bespoke Orders — Return & Refund

Custom products are manufactured specifically according to the buyer’s confirmed specifications. Due to the bespoke nature of these orders:

Returns and refunds are only accepted in the following cases:

• Manufacturing defects — items do not meet confirmed specifications
• Wrong items delivered — completely different product from what was confirmed

Time Limit:

• Claims must be raised within 7 days of delivery

Important Notes:

• Buyers are fully responsible for confirming all specifications — dimensions, materials, finish, and design — before production begins
• Once production has started, orders cannot be cancelled or modified
• ExedusTools is not liable for dissatisfaction arising from specifications that were confirmed and approved by the customer
• We can manufacture any product whether listed on our website or not — it is the customer’s responsibility to ensure specifications are accurate before approval

How to Submit a Claim:

• Email support@exedustools.com with subject: CUSTOM ORDER CLAIM — [Your Order Number]
• Include full details, evidence, and confirmed specification documents

6. Non-Returnable Items

The following are strictly non-returnable:

• Items that have been used, assembled, or altered after delivery
• Items returned without prior written approval from ExedusTools
• Items returned after the applicable return window has closed
• Custom / bespoke items that meet the confirmed specifications
• Items damaged due to misuse, improper storage, or accidental damage after delivery
• Sale or clearance items marked as final sale

7. Refund Methods & Timelines

Please Note:

• ExedusTools is not responsible for delays caused by your bank in processing the refund
• Currency conversion differences at the time of refund are not covered by ExedusTools
• Original shipping costs are non-refundable unless the error was on our part

8. Order Cancellations

Standard Wholesale Orders:

• Orders can be cancelled within 24 hours of written order confirmation
• After 24 hours, if production or dispatch has begun, cancellation may not be possible

Made-to-Order & Custom Orders:

• Cannot be cancelled once production has been confirmed in writing
• Advance payments for custom orders are non-refundable once production has begun
• Cancellations before production confirmation — full advance refund will be issued

9. Damaged in Transit

If your order arrives visibly damaged due to shipping or courier handling:

• Do not discard the packaging
• Photograph outer packaging and damaged items immediately upon receipt
• Contact us within 48 hours of delivery at support@exedustools.com
• We will raise a claim with the courier on your behalf and arrange replacement or refund accordingly

Please note that once a tracking number has been issued and the parcel handed to the courier, transit damage is the responsibility of the courier. ExedusTools will support the claims process but cannot guarantee courier compensation timelines.

10. Your Statutory Rights

This policy does not affect your statutory rights under applicable law:

• UK Customers: Rights under the Consumer Rights Act 2015 apply
• EU Customers: Rights under EU Consumer Rights Directive 2011/83/EU apply
• Australian Customers: Rights under the Australian Consumer Law (ACL) apply
• USA Customers: Applicable state consumer protection laws apply

11. Product Customization

ExedusTools welcomes custom and bespoke manufacturing requests. Whether you need modifications to an existing product or want to commission something entirely new — we can manufacture it.

To discuss your custom requirements contact: sales@exedustools.com

12. Contact Us

ExedusTools — Return & Refund Policy v2.0 — April 4, 2026 Latest version always available at www.exedustools.com/returns-policy