Returns policy
Returns for Unwanted or Incorrectly Ordered Items :
We want you to feel confident when shopping with us. If you’ve ordered the wrong product or simply changed your mind, you can return it within 30 days of delivery.
Items should be unused, in resaleable condition, and returned with all original packaging, accessories, and any free gifts.
Please keep packaging clean and intact — avoid pen marks, tape, or other alterations.
For kits, all items must be returned together for a full refund. If something is missing, we’ll deduct the value of those items.
If goods are not returned in pristine condition, we may deduct reasonable repackaging costs from your refund.
Return postage for unwanted or incorrectly ordered items is the responsibility of the customer.
Incorrectly Supplied Items :
We take great care with our packing and checking processes, though on rare occasions mistakes can happen. If you receive an item that is not what you ordered, please let us know within 48 hours of delivery. We’ll quickly arrange for the incorrect item to be collected or provide you with a free returns label, and ensure your correct item(s) are redelivered without delay. All costs associated with the return and redelivery will be fully covered by us.
Damaged or Faulty Items on Arrival :
We want every order to reach you safely and in perfect condition. If your parcel arrives damaged, please make a note of this when signing for delivery and let us know within 48 hours. To help us sort things out quickly, please take a few photos of the damage and email them to support@my.oenstore.com
If you believe your item is faulty, simply get in touch with us within 48 hours of receipt and we’ll step in to help.
Our team will work with you to resolve the issue as quickly as possible — whether that means sending a replacement, arranging a refund, or carrying out further checks to make sure everything is put right.
Faulty Items within 30 Days :
We want you to shop with confidence at Tools & Hardware. If your item develops a fault within 30 days of delivery, please email support@my.oenstore.com or send us a short video via WhatsApp on 60-169312867 so we can help. Please include a brief description of the issue along with clear photos or a video so we can quickly understand what’s gone wrong.
Before returning anything, please raise an RMA (Return Merchandise Authorisation) through our website or contact our Customer Service Team to obtain your RMA code.
Good to know: If you ordered a kit and one item is faulty, we’ll repair or replace only the faulty part — you don’t need to send back the whole kit.
Once the fault is confirmed, we’ll arrange collection or provide a free returns label, and offer you either a replacement or a refund. If there’s any uncertainty about the fault, or if damage may have resulted from misuse, the item may need to be inspected by the manufacturer. We’ll process your replacement or refund once their assessment is complete. If no fault is found, the item will be returned to you, and re‑delivery charges may apply.
Faulty Items over 30 Days :
If your item develops a fault after 30 days, it will be covered under the manufacturer’s warranty. In these cases, you’ll need to contact the manufacturer directly to arrange support, repair, or replacement.
Non‑Returnable Items :
To protect the health, hygiene, and safety of all our customers, certain products cannot be returned once they’ve been opened or used. This applies to all items of clothing as well as personal protective equipment (PPE).
Examples include:
Socks
Gloves
Face coverings
Earplugs
All clothing items (e.g., jackets, trousers, shirts, base layers, etc.)
Other PPE products
