Refund Policy
| Key Points | Details |
|---|---|
| Return Period | 30 days from receipt; 14-day cooling-off period for EU customers. |
| Eligibility | Item must be unused, with tags, and in original packaging; receipt or proof of purchase required. |
| Initiating a Return | Contact support@redhawkprotools.com for return instructions. |
| Shipping Costs | Typically borne by the customer; free returns for quality issues or errors. |
| Refund Timeline | Refunds processed within 10 business days after return approval. |
| Exchanges | Return the existing item and place a new order for the desired product. |
| Contact Information | Customer service available Monday to Sunday at support@redhawkprotools.com. |
| Return Addresses | USA: 108 Tanland Drive, Palo Alto, CA 94303. For Australia, Canada, and other areas, consult customer service. |
Refund Policy
1. 30-Day Return Policy
We have a 30-day return policy, which means you have 30 days from receiving your Redhawkprotools product to request a return. To be eligible for a return, your item must be in the same condition that you received it—unused, with tags, and in its original packaging. You will also need a receipt or proof of purchase, which can be in the form of an order confirmation email or physical receipt.
2. EU 14-Day Cooling-Off Period
Notwithstanding the above provisions, if Redhawkprotools products are shipped to the EU, you have the right to cancel or return your order within 14 days without giving any reason. Similar to the above provisions, your item must be in the same condition that you received it—unused, with tags, and in its original packaging. You will also need a receipt or proof of purchase.
3. How to Initiate a Return
To initiate a return, please contact us at support@redhawkprotools.com. After you contact our customer service team, we will provide the return address and any further instructions necessary for the return process.
4. Damages and Issues
Please inspect your Redhawkprotools order upon receipt. If the item is defective, damaged, or if you receive the wrong item, please contact us within 48 hours of receipt so we can evaluate the issue and resolve it promptly.
5. Unsolicited Returns Not Accepted
Unsolicited returned items will not be accepted.
6. Return Shipping Costs
Return shipping costs are typically borne by the customer. We do not currently offer free returns, and customers need to prepay the return shipping. If the return is due to a quality issue with the item or our error, we will cover the return shipping cost.
7. Refund Timeline
Aside from processing time by banks or credit card companies, unforeseen factors (such as payment platform delays) may affect the refund timeline. We will do our best to process all refunds within 10 business days.
8. Handling Exceptional Situations
If the returned item is damaged or lost during shipping, please contact our customer service team immediately. We recommend using a tracking service and purchasing shipping insurance when returning items to prevent damage or loss.
9. Multi-Channel Purchase Handling
If you purchased Redhawkprotools products through third-party platforms (such as Amazon, eBay, etc.), the return and refund policies may differ. Please check the return policy of the purchase platform or contact our customer service team directly for assistance.
10. Contact Information and Business Hours
Our customer service team is available Monday to Sunday. You can contact us at support@redhawkprotools.com, and we will respond to your message within 24 hours.
11. Update of Return Address
If there is a change in the return address, we will notify you of the latest return address via email or other means. Please ensure that you have the latest return information before returning an item.
12. Return Addresses
12.1 For Returns in the United States
Recipient: Redhawkprotools
Address: 108 Tanland Drive, Palo Alto, CA 94303
12.2 For Customers in Australia, Canada, and Other Remote Areas
If you need to return or exchange a camera, we recommend directly contacting the Redhawkprotools customer care team. We will discuss and provide appropriate solutions based on your situation.
13. Exchanges
The fastest way to get the desired item is to return your existing item. Once the return is accepted, you can make a separate purchase for the new Redhawkprotools product.
14. Refund Process
14.1 Return Notification and Inspection
After receiving and inspecting your Redhawkprotools return, we will notify you if the refund is approved. If approved, your refund will be processed within 10 business days. Please note that your bank or credit card company may take some time to process and post the refund.
14.2 Shipping Cost Refunds
If your refund includes the original order amount plus the shipping cost you prepaid for Redhawkprotools, and the total amount exceeds the original order amount, you need to provide your PayPal account information. We will refund the excess shipping cost to your provided PayPal account within 10 business days. For details, please refer to "Order Amount and Shipping Cost Refunds." If you do not receive a refund within 15 business days after we approve your Redhawkprotools refund, please contact us at support@redhawkprotools.com.
15. Regional Refund Process
15.1 Europe and the United States
Return Approval: After your return request is approved, you can return the item to the provided warehouse address.
Shipping Cost Notification: After returning the item, please inform us of the shipping cost and the original invoice.
Refund Processing: We will process the refund based on the provided shipping cost and original invoice.
15.2 Canada, Australia, and Other Regions
Consultation Requirements: Before returning an item, please consult the Redhawkprotools customer service team.
Return Arrangements: After agreement, we will arrange the return according to the agreed terms.
Refund Processing: Refunds will be processed according to the agreed terms.
16. Special Instructions
16.1 Separate Shipping Cost Refunds
Automatic Processing: Once your refund request is approved and you provide the shipping cost and original invoice, the refund will be automatically processed to your original payment method within 10 business days.
16.2 Order Amount and Shipping Cost Refunds
Original Order Amount: The original order amount will be refunded via the payment method used in your original order.
Excess Shipping Cost: If the refund shipping cost exceeds your original order amount, please provide your PayPal account information. The excess shipping cost you paid will be refunded to your provided PayPal account within 10 business days.
17. Important Instructions
17.1 Bank or Credit Card Processing Time
Your bank or credit card company may take some time to process and post the refund.
17.2 Contact Support
If you do not receive a refund within 15 business days after we approve your Redhawkprotools shipping cost refund, please contact us.
To contact customer service, please email: support@redhawkprotools.com
Hong Kong Office Phone Number: +852-64628193
Shanghai Office Phone Number: +86-15978439215
Hong Kong Business Address: Rm 316, 4/F, 9 Queen's Road Central, Central, Hong Kong.
Shanghai Business Address: No. 608, Xikang Road, Jing'an District, Shanghai, China. Postal Code: 200041.
17.3 Ensuring a Smooth Refund Process
We will ensure the refund process is completed smoothly and in compliance with the policies applicable to your region.