ToolTeam® Buyer protection

The satisfaction of our customers is of top priority at ToolTeam®. If you have any questions about products or applications, our staff will be happy to answer them on weekdays during normal business hours. In the past, even complex tasks could be successfully carried out with the help of qualified advice from our support team. To emphasize our quality standards one more time, ToolTeam® has established a comprehensive buyer protection. This free service offers you maximum security during purchases on our portal. Most cases are handled on a regular basis by our ToolTeam® Buyer Protection. Please contact us at short notice* if any of the following cases occur.

When does the ToolTeam® Buyer Protection take effect?

done  Delivery delay and failure to deliver

If, contrary to expectations, delivery delays occur, we will contact our suppliers as soon as possible in order to clarify the matter. If the goods have provably not been received by you within 10 days after the expiry of the first delivery period, we will refund the full purchase amount. In order to describe the process, please use our contact form.

done  Wrong articles

In the case of delivery of a provably incorrect product, we will make every effort to correct this error immediately. Please use our contact form at short notice* to outline the problem. The ToolTeam® customer service will check the process and provide you with the return address afterwards. Please note that the goods must be in their original packaging and undamaged when they reach our warehouse. Once we have reviewed the transaction, we will refund you the full purchase amount.

done  Shortages

ToolTeam® works with a large number of different suppliers. Thus, we are able to offer a large and comprehensive range of products. In some cases, goods may be shipped from different warehouses. Therefore, it rarely happens that products from your shopping cart are delivered time-shifted and separately to your address. Should there be provable shortages after expiration of the stated delivery periods, please contact our customer service at short notice* and describe your concern. We will do our best to check the incident immediately and resend any missing quantities. In case the items of your order have not been delivered to you in full within 10 days after the expiration of the first delivery period, we will refund the partial invoice amount for the missing quantities.

done  Deficiencies and defects

Please check immediately after receipt the condition of the goods for defects and transport damage. In the unlikely event that you have received defective goods, please describe your concern to our customer service department at short notice*.
*At short notice: on the day of delivery, but no later than after 3 working days, after receipt of goods.

Make use of the ToolTeam® Buyer Protection

1. There is a reason for the use of the ToolTeam® Buyer Protection
2. The customer contacts the ToolTeam® customer service and describes the issue
3. ToolTeam® will check the transaction and according to its correctness will trigger the buyer protection
4. If reasons for the buyer protection are given, ToolTeam® will depending on the given case either send back the goods within a short period of time or refund partial amounts / the total amount in compliance with the respective deadlines

Restrictions to the ToolTeam® Buyer Protection

•  Vouchers are not covered by the ToolTeam® Buyer Protection
•  Orders with a total value of >2.500,00 Euro are not covered by the ToolTeam® Buyer Protection
•  Individualized products and custom-made products are not covered by the ToolTeam® Buyer Protection
•  Damage & loss of items after handover to the parcel service provider / shipping contractor
•  Payment via credit card or direct debit and revocation of the direct debit by the issuing bank
•  The ToolTeam® Buyer Protection does not cover identity theft or credit card misuse
•  ToolTeam® Buyer Protection is not a product warranty
•  Vouchers, discounts, rebates and reductions are not covered by the ToolTeam® Buyer Protection.

Some reasons for rejected ToolTeam® Buyer Protection requests

•  The item's description was correct
•  The goods have been successfully and provably delivered
•  The customer has not responded to further contacts / queries
•  The customer has canceled the order without having any problems with the goods
•  The customer has filed an objection to the direct debit with the bank
•  The customer refuses to return the item to the specified address
•  The ToolTeam® Buyer Protection Request is deemed inappropriate