Return Policy

Order Cancellation:

Customers may request to cancel their order within 24 hours of purchase, provided that the order has not yet been shipped.

Package Interception:

Upon receiving a timely request, we will make reasonable efforts to intercept and halt the shipment.
If the package has already entered transit and interception is not possible, you may return the item after delivery, and we will assume responsibility for the return shipping cost.

For Non-Quality Issues:

We offer our customers the right to return unused products within 30 days of delivery. In the event that a customer requires a return due to subjective reasons rather than quality issues, the customer should pay for the shipping costs, including the initial shipment and the return shipment.

You may initiate a return by email the reason for your return, your order number GTUKxxxx, and your name to contact@giraffetools.com.

For Defective/Damaged/Incorrect Items:
Your satisfaction is our priority. If your order arrives damaged or incorrect (please report within 7 days of delivery ), or if your product develops a functional defect during use, contact contact@giraffetools.uk with your order number and mandatory high-resolution video or photo evidence of the issue.
To ensure the fastest resolution, our technical team will first provide troubleshooting support to rule out operational errors before authorizing a return or replacement. Once a manufacturing defect is verified under our Standard Manufacturer’s Warranty (considering product grade and use environment), we will provide replacement parts or a unit replacement with free freight.
Giraffe Tools reserves the right to determine the final resolution, which may include repair, replacement, or a refund. Refunds for used items are subject to a usage fee: a full refund of the purchase price may be granted within the first 3 months only if the unit is deemed non-repairable; thereafter, the refund is calculated proportionally based on the remaining warranty period.

Refund Process and Details:

Please allow 1 week for your return to be processed. Refunds will be processed by Giraffetools Corp. every Friday. It can then take up to 48 hours for the money to be credited by the bank into the customer's account. Giraffetools will not issue refunds for products purchased through other entities, such as distributors or retail partners. Returned items must be delivered to us unused, in original packaging, and in the condition they were received, or they may not be eligible for a refund or be subject to a restocking fee. We cannot be held responsible for items damaged or lost in the return shipment, therefore we recommend an insured and trackable mail service. We are unable to issue a refund without an actual receipt of the item(s) or proof of received return delivery. We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected upon return.

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