Policy Scope: Website Orders
This policy applies exclusively to goods purchased directly from the Festool Australia website (festool.com.au), operated by Euro Tooltechnic.
If you purchased a Festool product from an authorised Festool dealer, you must contact that dealer directly. All dealer purchases are subject to that dealer's specific returns and refund policy.
1. General Returns (Change of Mind)
This section applies to 'change of mind' returns for items purchased directly from our website (festool.com.au). This does not apply to faulty items (see Section 3) or Festool tools covered by the 30-Day Money-Back Guarantee (see Section 2).
For online orders, we may offer you a refund provided that:
The items are returned within 30 days of the purchase date.
Returned goods will only be accepted for a refund if they are accompanied by a Euro Tooltechnic Return Authorisation.
The item and its packaging are returned in re-saleable condition. This means the item must be unused or unworn, in the original sealed packaging, with tags attached. The item must not be broken or tampered with, and the manual and all accessories must be included.
Goods returned without a Return Authorisation or those not in re-saleable condition will be returned to the sender at their cost.
The customer is required to organise and pay for all return shipping costs.
To initiate a general return for your website order, please log into your account and fill in the form here or contact our customer service team on sales@eurotooltechnic.com.au to obtain a Euro Tooltechnic Return Authorisation.
2. Festool 30-Day Money-Back Guarantee (Festool Tools)
We offer a 30-Day Money-Back Guarantee on specific Festool tools purchased from our website, allowing you to test the tool. If you are not completely satisfied, you may be eligible for a refund, subject to the following conditions:
Registration: The tool must be registered for "SERVICE all-inclusive" within 7 days of purchase to be eligible for this guarantee.
Timeframe: You must initiate the return within 30 days of the original order date (not the delivery date).
Condition: The tool must be undamaged and must not have been subjected to above-average wear.
Exclusions: This guarantee does not apply to:
Faulty tools (these are handled under warranty, see Section 3).
Used or partially used consumables.
Tools for which a redemption offer has been processed.
The Tool is on the LIST OF EXCLUDED PRODUCTS
How to claim the 30-Day Money-Back Guarantee for Online Orders:
Complete the Form: You must complete and submit the official Request for Refund Form (available on our website) within 30 days of your order.
Return the Tool: After submitting the form, you must return the registered tool in its original packaging, including all accessories. The customer is responsible for and bears the expense of returning the machine.
Return Address: Send the tool to: Festool Australia 21 - 27 Evolution Drive Dandenong South, VIC 3175
Deadline: The tool must be received by Festool Australia at the address above within 30 days of your original purchase date. We recommend allowing sufficient time for delivery.
3. Faulty, Damaged, or Incorrect Items (Website Orders)
If a tool or item you purchased from our website is faulty, has a manufacturing defect, or is incorrect, it is not covered by the 'change of mind' policy (Section 1) or the 30-Day Money-Back Guarantee (Section 2).
Failures within 30 Days: If your tool fails within 30 days of purchase, please take it to your closest Festool Warranty Agent to be booked as a repair or contact us for return to base instructions. These cases are prioritised, and you will be contacted with a resolution after assessment.
Warranty Repairs: Tools that have been registered for "SERVICE all-inclusive" are covered by a 3-year warranty for manufacturing faults. Please see our Tool Repairs page for instructions on how to book a warranty repair.
Incorrect Items: If you received an incorrect item in your website order, please contact our Customer Service team sales@eurotooltechnic.com.au immediately to arrange a resolution.
Euro Tooltechnic P/L ABN 85 090 458 576 21 - 27 Evolution Drive, Dandenong South VIC 3175 (Strictly by appointment) Email: sales@tooltechnic.com.au