Customer Policy
Return & Refund Policy
Learn about DCK Tools Taiwan's return and refund terms, conditions and procedures
Policy Overview
Thank you for purchasing from DCK Tools Taiwan (dcktool.com.tw). We are committed to providing high-quality power tools and ensuring your satisfaction with every purchase. This Return & Refund Policy outlines the terms and conditions under which you may return products and receive a refund.
Please read this policy carefully before making a purchase. By placing an order on our website, you acknowledge that you have read, understood and agree to the terms of this policy.
Return Eligibility
General Return Conditions
You may request a return within 7 calendar days from the date of delivery, provided the following conditions are met:
- 1.The product must be unused, uninstalled and in its original condition.
- 2.The product must be in its original packaging, including all accessories, manuals, warranty cards and protective materials.
- 3.All labels, tags and seals must be intact and not removed or tampered with.
- 4.For battery-powered tools, the battery must not have been charged or used.
- 5.A valid proof of purchase (order number or receipt) must be provided.
Non-Returnable Items
The following items cannot be returned or exchanged unless they are defective or damaged upon receipt:
- Used tools: Any power tool that has been operated, tested with materials, or shows signs of use.
- Safety equipment: Personal protective equipment (PPE), safety goggles, gloves and hearing protection.
- Consumable items: Drill bits, saw blades, sanding discs, abrasive wheels and other consumable accessories.
- Customised products: Products that have been specially ordered, modified or customised to your specifications.
- Clearance items: Products purchased at clearance or final sale pricing, unless defective.
- Products without original packaging: Items returned without original boxes, cases or packaging materials.
Damaged or Defective Products
If you receive a product that is damaged during shipping or has a manufacturing defect, please contact us within 3 calendar days of delivery. We will arrange a replacement or full refund at no additional cost to you.
What You Need to Provide
- Photos/Videos: Clear images or video showing the damage or defect.
- Order number: Your order confirmation number for verification.
- Description: A brief description of the issue encountered.
- Packaging photos: Photos of the outer shipping packaging (for transit damage claims).
How We Handle It
- Review: We will review your claim within 2 business days.
- Resolution: We will offer a replacement, repair or full refund.
- Return shipping: We will cover all return shipping costs for confirmed defective or damaged items.
- Pickup: We may arrange a courier pickup for your convenience.
Important: Please do not discard the original packaging or any components until the return/replacement process is complete. Incomplete returns may delay processing.
Return Process
Submit a Return Request
Contact our customer service team at support@dcktool.com.tw with your order number, the product(s) you wish to return and the reason for the return.
Receive Return Authorisation
Our team will review your request within 2 business days. If approved, you will receive a Return Authorisation Number (RAN) and return shipping instructions.
Pack and Ship the Product
Securely repack the product in its original packaging. Clearly mark the RAN on the outer package. Ship the product within 7 calendar days of receiving the return authorisation.
Inspection and Processing
Once we receive the returned product, our team will inspect it within 3 business days. You will be notified of the inspection result and the refund or exchange will be processed accordingly.
Note: Returns sent without a valid Return Authorisation Number may be refused or may experience delays in processing.
Refund Methods & Timeframes
Refund Processing
Once the returned product passes inspection, your refund will be processed as follows:
Refund Method
- Credit card: Refunded to the original credit card used for the purchase.
- Bank transfer: Refunded to the original bank account.
- Other payment methods: Refunded via the original payment channel or bank transfer.
Refund Timeframe
- Processing: Refund initiated within 5 business days after inspection approval.
- Credit card: May take an additional 5-10 business days to appear on your statement.
- Bank transfer: Typically arrives within 3-5 business days after processing.
Refund Deductions
The following costs may be deducted from your refund amount:
- Return shipping costs: If the return is not due to our error (e.g., wrong item, defect), the customer is responsible for return shipping costs.
- Restocking fee: A restocking fee of up to 15% may apply if the product packaging has been opened or is not in its original condition.
- Missing components: The cost of any missing accessories, manuals, or packaging components may be deducted from the refund.
Exchange Policy
We offer exchanges for products of equal or greater value (with the price difference paid by the customer). Exchange requests are subject to the same eligibility conditions as returns.
Exchange Conditions
- Exchange request must be submitted within 7 calendar days of delivery.
- The product must be unused and in its original packaging.
- The replacement product must be available in stock.
- Only one exchange per order is permitted.
Exchange Process
- Step 1: Contact us and specify the product you wish to exchange for.
- Step 2: Return the original product following the standard return process.
- Step 3: After inspection approval, we will ship the replacement product.
Warranty Claims vs. Returns
It is important to distinguish between a product return and a warranty claim. Different procedures apply depending on the situation:
Product Return
- Within 7 days of delivery.
- Product must be unused and in original condition.
- Eligible for refund or exchange.
- Governed by this Return & Refund Policy.
Warranty Claim
- Within the product's warranty period (varies by product).
- Applies to manufacturing defects that appear during normal use.
- May result in repair, replacement or credit.
- Governed by our Warranty & After-Sales Service Policy.
If your product has developed a fault after use and is still within the warranty period, please refer to our Warranty & After-Sales Service Policy for the applicable procedures.
Battery-Powered Tool Conditions
Due to the nature of lithium-ion batteries used in our cordless power tools, the following additional conditions apply:
- Uncharged batteries: Battery packs must not have been charged or installed in the tool for a return to be accepted.
- Shipping regulations: Lithium-ion batteries must be shipped in compliance with applicable transport regulations. We will provide specific packaging instructions when issuing the return authorisation.
- Battery disposal: Batteries that have been used or charged cannot be returned but may be eligible for warranty service if defective.
- Combo kits: For combo kits that include batteries and chargers, all components must be returned together as a complete set.
Contact Us
If you have any questions about this Return & Refund Policy or wish to initiate a return, please contact our customer service team:
Website
dcktool.com.twCustomer Service Hours
Monday to Friday, 9:00 AM - 6:00 PM (GMT+8)
When Contacting Us, Please Include:
- Your order number
- Product name and model
- Reason for return or exchange
- Photos if the product is damaged or defective
Safety Notice
If you receive a product with safety concerns or serious defects, please stop using it immediately and contact us. Your safety is our top priority.
Policy Updates
DCK Tools Taiwan reserves the right to update or modify this Return & Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.
For orders placed before a policy update, the policy in effect at the time of purchase will apply.
Policy Statement
This Return & Refund Policy forms part of the Terms & Conditions governing your use of dcktool.com.tw. By purchasing products from DCK Tools Taiwan, you acknowledge that you have read, understood and agree to abide by this policy.
Last updated: 4/1/2026
In the event of any discrepancy, the Traditional Chinese version shall prevail.