At MyToolHouse, your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This Return & Refund Policy outlines the conditions under which you may return products purchased from our website and how refunds are processed. This policy is in accordance with Romanian consumer protection legislation, including Government Ordinance No. 34/2014 (OG 34/2014) regarding the rights of consumers in distance contracts.
In accordance with Romanian and EU consumer protection law, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the product, without providing any reason. To exercise this right, you must notify us of your decision to return the product by contacting our customer support team at contact@mytoolhouse.com before the 14-day period expires.
To be eligible for a return, the following conditions must be met:
The product must be unused, undamaged, and in its original condition. All original packaging, labels, tags, manuals, and accessories must be included. The product must not show signs of wear, use, installation, or modification. You must provide proof of purchase (order confirmation email or invoice).
Certain products cannot be returned for hygiene, safety, or other reasons. These include: products that have been custom-made or personalized to your specifications, sealed products that have been opened and are not suitable for return due to health or hygiene reasons, products that have been inseparably mixed with other items after delivery, and items where the seal has been broken on safety equipment or protective gear.
Follow these simple steps to initiate a return:
Email us at contact@mytoolhouse.com with your order number and reason for return
Our team will review your request and send you a return authorization within 24 hours
Pack the product securely in its original packaging and ship it to our warehouse
Once inspected, your refund will be processed within 5–7 business days
If you are exercising your 14-day right of withdrawal, the cost of return shipping is the responsibility of the customer, unless the product was delivered damaged, defective, or incorrect. In such cases, MyToolHouse will cover the return shipping costs and arrange a free pick-up or provide a prepaid shipping label.
Once we receive and inspect the returned product, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed as follows:
| Payment Method | Refund Timeline | Refund Destination |
|---|---|---|
| Credit / Debit Card | 5 – 7 business days | Original card used |
| PayPal | 3 – 5 business days | Original PayPal account |
| Bank Transfer | 5 – 10 business days | Original bank account |
If you receive a product that is damaged during shipping, defective, or different from what you ordered, please contact us within 48 hours of delivery at contact@mytoolhouse.com. Include your order number, a description of the issue, and clear photographs of the product and packaging. We will arrange a free replacement or full refund, including return shipping costs, as quickly as possible.
We currently do not offer direct exchanges. If you wish to exchange a product for a different item, please initiate a return for the original product following the steps above, and place a new order for the desired item. This ensures the fastest processing time for both transactions.
If you have not received your refund within the estimated timeframe after receiving our approval email, please first check your bank account or payment provider statement again. Then contact your credit card company or bank, as it may take additional time for the refund to be posted. If you have completed these steps and still have not received your refund, please contact us at contact@mytoolhouse.com and we will investigate the matter immediately.
Need help with a return?
Contact our support team at contact@mytoolhouse.com or call us at +40 31 234 5678
Monday – Friday, 09:00 – 18:00 (EET)