Return Policy

Refund & Return Policy

At XDiamondTools, we specialize in industrial diamond cutting tools for stone and masonry applications. We are committed to providing reliable products and fair, transparent after-sales support.

1. Contact Us Before Any Return

Please contact our customer service team before requesting any return, refund, or exchange.

Do not return any products without prior authorization.

The return address may differ from the shipping address. Our customer service team will provide the correct return instructions after reviewing your request.

Unauthorized returns may not be accepted or eligible for a refund.

📧 service@xdiamondtools.com

2. Return & Refund Eligibility

Refund or return requests must be submitted within 30 days of delivery.

Proof of purchase is required for all requests.

Unless the issue is caused by a product defect or shipping damage, returned items must be:

  • Unused

  • In their original packaging

  • In the same condition as received

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us assess the issue efficiently, please provide:

  • Order number

  • Clear photos or videos showing the problem

Once verified, we will provide an appropriate solution, which may include:

  • Full refund

  • Partial refund

  • Replacement product

4. Non-Quality Related Requests

For requests due to:

  • Change of mind

  • Incorrect product selection or specifications chosen by the customer

  • Order placed in error

Returns or refunds will be evaluated on a case-by-case basis.

If a return is approved, the customer is responsible for all return shipping costs, customs duties, taxes, and any related fees.

Original shipping charges are non-refundable.

Refunds will be processed only after the returned items have been received and inspected.

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Used, installed, or altered products

  • Products damaged due to improper use or handling

  • Custom-made, OEM, or special-order items

  • Items returned without prior authorization

6. Order Cancellations

Orders may be canceled before shipment for a full refund.

Once an order has been shipped, cancellations are no longer possible.

Customized or OEM orders that have entered production cannot be canceled.

7. Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider.

8. Warranty

We stand behind the quality of our products.

If a manufacturing defect is confirmed, we will work with you to provide an appropriate solution.

This policy does not cover normal wear and tear, improper installation, misuse, abuse, or damage caused by incorrect operation.

9. How to Request Support

Please contact our support team at:

📧 service@xdiamondtools.com

Include the following information:

  • Order number

  • Product name

  • Photos or videos (if applicable)

  • A brief description of the issue

We aim to respond within 48 business hours.