Effective Date: August 4, 2025
At Ratchet-Wrench.com, we take pride in the quality and craftsmanship of our custom-made products. Because many of our items are made-to-order or personalized, we have specific guidelines regarding refunds and returns.
1. No Returns or Refunds on Custom Orders
Due to the nature of custom manufacturing, we do not accept returns or issue refunds for any reason other than product defects.
This includes:
- Customer change of mind
- Incorrect specifications provided at time of order
- Shipping delays
- Customs duties or import taxes
- Minor color or size variations within acceptable tolerance
2. Defective or Damaged Items
If you receive a product that is:
- Defective
- Damaged during transit
- Incorrect due to our error
Please contact us within 7 days of delivery at walttproducts@gmail.com with:
- Your order number
- Photos clearly showing the defect or damage
- A brief description of the issue
Once verified, we will provide a replacement or issue a partial/full refund, depending on the situation. We reserve the right to request the item be returned (at our cost) before processing a refund.
3. Customs and Duties
Customers are responsible for paying any import duties, taxes, or fees imposed by their country’s customs agency. These charges are not refundable by us under any circumstance.
4. Shipping Issues
We are not responsible for:
- Delays caused by international carriers or customs clearance
- Lost or stolen packages marked as “Delivered”
- Incorrect addresses provided by the customer
Please ensure that your shipping information is complete and accurate before placing your order.
5. Cancellations
We begin processing custom orders as soon as they are received. Therefore, orders cannot be cancelled or modified once confirmed.
6. Contact Us
If you believe your case qualifies for a refund or replacement based on the above policy, please contact us at:
Email: walttproducts@gmail.com
Website: https://ratchet-wrench.com
We strive to respond to all refund-related inquiries within 2 business days.
Thank You
Thank you for your understanding and support of custom craftsmanship. We are committed to providing high-quality, durable, and personalized keychains and tools that meet your expectations.