Fourteen days, and what a fault means.

Write to xinuo-d@outlook.com before you send anything back. The 14-day window runs from the delivery scan or the signature on the courier record, not from the day you ordered. Change of mind is allowed inside that window on tools that are still unwrapped, and the return address is the registered office printed at the foot of this page. Never post a tool back without a return number: a parcel that arrives unnamed sits unopened.

What we take back

Unused tools, still in their oiled paper, with no soil on the head, no oil or linseed on the ash, and no bevel cut into the blade. The carton and the packing sleeve should come back too. Tell us the SKU and the order reference, and say whether you want a refund or an exchange.

What we cannot take

• A trowel, fork, rake or scoop with soil in the socket or packed around the tang.
• A blade you have re-ground, filed or sharpened to your own bevel angle.
• An ash handle darkened by hand oil, or marked where it has been gripped and worked.
• A pruner with sap or green stain on the SK5 blade, or a scissors blade used on wire.
• Surface rust from storage, a damp shed or a wet trug — that is care, not manufacture.
• Twine once the ball has been unwound, and seed trays that have held soil.
• Made-to-order or engraved tools, which are cut for you and cannot be resold.

If it arrives blunt, bent or split

1. Photograph it the day it lands

   One shot of the whole tool, one of the blunt edge or the bent neck, one of the split handle at the ferrule, and one of the carton. Keep the packaging until the claim is closed.

2. Email us with the SKU

   Subject line CLAIM, plus the order reference. Say whether the fault is the edge, the socket, the ferrule or the handle. We acknowledge within two working days.

3. We decide the remedy

   A bent neck or a cracked socket gets a replacement tool. A blunt edge that was missed at inspection can be corrected with a file and a stone, or we send a new head. A split handle gets a replacement handle blank, or a whole tool if the tang is loose.

4. Return only if we ask

   On low-value tools we normally waive the return and ask you to keep or recycle the faulty piece. If we do want it back, we send a return number and cover the freight.

Warranty, not the same as a return

Every carbon-steel head and every socket joint carries a 12-month warranty against defects in material and workmanship: a snapped tang, a cracked socket, a detached ferrule, a tine weld that lets go, or a handle that splits at the pin without misuse. Wear is excluded — a bevel that has been sharpened down over a season, a blade thinned by grit, a handle polished by gloves, or rust from storage. The warranty covers the tool, not the crop, the plant or the labour around it.

Refunds, exchanges and transit damage

Once a returned tool has been inspected we refund within 10 working days to the method that paid, in USD. Bank charges raised by your side are not refundable. Exchanges ship after we receive the original, or immediately if the tool is faulty. If a courier has driven a fork through the carton, photograph it on the day of delivery and we replace the damaged tool; a claim raised weeks later cannot be proven to the carrier.

Distance selling, and parcels refused at customs

Consumers in the United Kingdom and the European Union have a 14-day cooling-off period from delivery under local distance-selling rules. Return freight and any duty already paid are yours unless the tool is faulty. If a parcel is refused at customs or returned to us unclaimed, we refund the tool price less the outbound freight and any charge the carrier bills us, once the parcel is back in Hong Kong.