Returns & Refunds Policy

Order Cancellations

Once your order is placed on our website, it is automatically processed and cannot be changed or cancelled. If you've ordered the wrong item, you're welcome to return it once it arrives, provided it meets our return conditions.

To start a return, please use our Returns Portal:
👉 Start a Return

Returns

We understand that sometimes things change. If you’ve had a change of mind, we accept returns on eligible items within 14 days of delivery.

To be eligible for return:

• Items must be unused, in original condition, and in original packaging with tags

• Proof of purchase is required

• You are responsible for return shipping costs

Please note:

• Change-of-mind returns are not accepted on big and bulky items, including machinery, CNC routers, panel saws, etc.

• Items purchased as Sale, including clearance, carton-damaged, shop-soiled, and discontinued lines, are non-returnable

• Spare parts and Order In / Special Order (Non-Stocked) items cannot be returned.

Return Options

We aim to provide flexible return options:

✅ Store Credit (No Fees)

We’re happy to offer 100% store credit with no fees applied.
Please note that at our discretion, a restocking fee may apply if additional handling is required due to packaging condition or item assessment.

💳 Refund to Original Payment Method

If you prefer a refund, we can process this back to your original payment method.
A 15% restocking fee applies to cover handling costs.

Additionally, if a separate merchant processing fee is required (at our discretion), the following will apply:

• 5.5% for purchases made with Afterpay or ZipPay

Damaged or Incorrect Items

We want to make sure your experience is seamless. If your order arrives damaged or incorrect, please contact us right away so we can fix it.

To assist us in resolving the issue promptly, please provide:

• Photos taken at the time of inspection, including:

  • The external shipping box

  • The item(s) once unpacked

This helps us verify the issue and fast-track your replacement or refund.

Non-Returnable Items

The following items are not eligible for return:

• Sale items (clearance, carton-damaged, shop-soiled, or discontinued)

• Big and bulky items (e.g. machinery, CNCs, panel saws)

• Spare parts

• Order In / Special Order (non-stocked/custom) items

• Hazardous materials, flammable liquids, gases

• Gift cards

• Items returned without using our Returns Portal

Exchanges

To exchange an item, please return your original item using our Returns Portal and place a new order for the item you’d like.

International Orders – Duties & Taxes

For international orders, duties, taxes, customs fees and import charges are prepaid at checkout through our shipping and customs partners.

Please note:

• Duties, taxes, customs charges and shipping costs are non-refundable once an order has been shipped.
• If an order is refused, abandoned, or returned due to unpaid customs charges or failed delivery, any return freight, customs charges or carrier fees incurred may be deducted from the refund amount.
• Beyond Tools is not responsible for customs delays, import restrictions, or additional charges imposed by local authorities or carriers.

Important – If You Are Asked to Pay Duties/Taxes Again

In some cases, local customs authorities or carriers may incorrectly request duties or taxes a second time at the destination country, even if these charges were prepaid at checkout.

If this occurs, we strongly recommend paying the charges to avoid the shipment being returned or abandoned by the carrier.

Once paid, please contact our team with:

• Your order number
• Proof of payment
• Any customs or carrier documentation

We will then work with our shipping/customs partners to investigate and attempt to recover or reimburse the duplicated charges where possible.

Please note that reimbursement approval is subject to carrier and customs authority assessment.

Refund Timing

Once we’ve received and inspected your return, we’ll let you know whether your refund is approved. If so, your refund will be processed to your original payment method. Please allow time for your bank or payment provider to finalise the transaction.

Need Help?

We’re here to help.
👉 Start a Return