Effective Date: May 10, 2026
Welcome to Oregon Tool Lux Holdings LP (“Company,” “we,” “us,” or “our”). This Refund and Returns Policy outlines the terms and conditions under which returns, exchanges, and refunds are processed for purchases made through our website, www.oregon-tool.com. By placing an order with us, you acknowledge that you have read, understood, and agreed to this policy.
1. Overview
We strive to ensure complete satisfaction with every purchase. However, if you are not entirely satisfied with a product, you may be eligible for a return or exchange within the specified period. Please note: We do not offer refunds without a return of the item (“refund-only” requests are not permitted). All refunds are processed only after the returned item has been received and inspected by our team.
2. Return Eligibility
To be eligible for a return or exchange, the item must meet the following criteria:
- Unused and in Original Condition: The product must be unused, undamaged, and in its original packaging, including all tags, manuals, and accessories.
- Within 30 Days of Delivery: Returns must be initiated within 30 calendar days from the date of delivery.
- Proof of Purchase: A valid order number, receipt, or invoice is required.
Non-Returnable Items:
- Personalized or custom-made products.
- Items damaged due to misuse, neglect, or improper handling.
- Products that have been assembled, installed, or used.
- Items not purchased directly from www.oregon-tool.com.
3. Return Process
Follow these steps to initiate a return:
Step 1 – Contact Us First:
Before sending any item back, you must contact our Customer Service team to request a Return Authorization (RA) number. This step is mandatory to ensure proper processing. As noted in our FAQ: “Contact us first to start the process.”
You can reach us via:
- Email: shadowseeker@oregon-tool.com (please include your order number and reason for return)
- Phone: +33637544604 (available Monday–Friday, 9:00 AM – 5:00 PM PST)
- Mail: Oregon Tool Lux Holdings LP, A780 Commercial St SE, Salem, OR 97301
Step 2 – Package and Ship the Item:
Once you receive the RA number, securely pack the item in its original packaging, including all components. Include a copy of your receipt or order confirmation inside the package. Clearly write the RA number on the outside of the box.
Ship the return to the address provided by our team. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable shipping service and retaining the tracking number for your records.
Step 3 – Inspection and Processing:
After we receive the return, our team will inspect the item to verify it meets the eligibility criteria above. This process typically takes 5–7 business days. You will be notified via email once the inspection is complete.
4. Refund and Exchange Options
Upon approval of your return, you may choose:
- Exchange: Request a replacement for the same or a different product (subject to availability).
- Refund: Receive a refund to your original payment method.
Important Refund Details:
- Refunds are issued only after the returned item has been received and approved. No refunds will be processed without the physical return of the item.
- Refunds exclude original shipping charges (unless the return is due to our error) and return shipping costs.
- Processing times: Refunds may take 7–10 business days to appear in your account, depending on your payment provider.
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, contact us within 7 days of delivery. We will cover return shipping costs and arrange for a replacement, refund, or repair as applicable. Please provide photos or a description of the issue to assist our team.
6. Warranty-Related Returns
Some products may be covered by a manufacturer’s warranty, as mentioned in our FAQ: “Most of our gardening tools have manufacturer warranties. Duration and coverage vary by product. Check the product page or contact our support team for details.” Warranty claims are handled separately from standard returns. Please contact our support team for warranty assistance.
7. Tracking Your Return
Once your return is shipped, you can track its status using the courier’s tracking number. For order tracking generally, as noted on our site: “Once your order ships, we’ll send a tracking number via email. Use it on our website’s tracking page or the courier’s site to monitor delivery status in real time.”
8. Non-Refundable Situations
The following are not eligible for refunds:
- Return requests initiated after 30 days of delivery.
- Items not in original condition (used, damaged, or missing parts).
- Products without a valid RA number or proof of purchase.
- “Refund-only” requests without item return (as stated in our policy).
9. Contact Information
For any questions about this policy or to initiate a return, please contact us:
Oregon Tool Lux Holdings LP
Address: 780 Commercial St SE, Salem, OR 97301
Phone: +33637544604
Email: shadowseeker@oregon-tool.com
Website: www.oregon-tool.com
Our customer service hours are Monday–Friday, 9:00 AM – 5:00 PM PST (excluding major U.S. holidays).
10. Policy Updates
We reserve the right to modify this Refund and Returns Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our Site after changes constitute acceptance of the revised policy.