Refund policy
Return Policy
At Truxo Build, we want you to be completely satisfied with the craftsmanship and accuracy of your layout tools. If an item does not suit your trade requirements, we offer a comprehensive return window. Due to sensor calibration accuracy and surface preservation standards for precision measuring scales, please review our return conditions below carefully.
1. Return Window
Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.
2. Return Eligibility and Conditions
To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:
- The contour gauge, digital angle finder, scriber tool, or magnetic stud finder must be completely unused on jobsites, unscratched, unsoiled, and in its original, brand-new condition.
- Tool teeth, metal locking mechanisms, and display screens must be 100% free from sawdust, drywall mud, construction mortar, scratches, and lubricant grease.
- All original packaging, custom-molded protective clamshells, pencil refills, hex adjustment keys, and instruction manuals must remain fully intact within the box.
- Items showing signs of jobsite wear, stripped lock screws, bent gauge pins, adhesive tape marks, or cracked LCD screens will be strictly rejected during our quality inspection.
3. Return Shipping Costs
The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the sensitivity of mechanical pins and electronic measurement sensors, we recommend using a trackable shipping service and purchasing parcel insurance, as Truxo Build cannot guarantee receipt of returned items without tracking proof.
4. How to Initiate a Return
- Contact our customer support team at support@truxobuild.store within 30 days of delivery. Please include your order number, tool model, item details, and reason for return.
- Our support team will review your request and provide you with an authorized return warehouse address and specialized packaging instructions.
- Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.
Refund Policy
This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.
1. Order Cancellations and Modifications
- If you need to cancel or modify your order (such as changing a gauge length, tool type, or delivery address), contact us immediately at support@truxobuild.store.
- We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
- Once this window has passed, your order is automatically transmitted to our fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.
2. Inspection and Approval Process
Once your returned package arrives at our designated facility, our technical hardware team will inspect each item to verify compliance with our return conditions (unused, clean casings, undamaged pin arrays, intact locking levers, and complete original packaging present). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.
3. Refund Timing
If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.
4. Delayed or Missing Refunds
If you have received an approval notice but have not seen the credit reflected in your account:
- Check your bank account or credit card statement again.
- Contact your bank or financial institution, as processing times vary before funds officially post.
- If you have completed these steps and still have not received your refund, please contact us at support@truxobuild.store for further assistance.