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Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To prevent fraud and misuse of our refund policy we do record serial numbers across our stock. Anyone found trying to return an item that, was not originally purchased from us, will have their details passed on to the Fraud Action Team as well as being permanently banned from our stores, this includes both online & retail. If you have any further questions about our refund policy, please contact us by sending email to thegeneralisthk@gmail.com

Please ensure you provide the details of the items purchased (order number and the reason of return) in advance before sending any items back as they need to be approved. This helps us speed up the return process upon receipt of your item(s).

All items must be unused, unopened, and with the original packaging and accessories supplied with the original item ordered.

You will need to arrange the return of the goods (at your own cost) and we highly recommended using a reliable courier with tracked service such as DHL and Hong Kong Post. We are able to arrange the returns for items on your behalf but there is a charge for this depending on your location and size of items.

If we arrange for our courier to collect and someone is unavailable at the collection address, additional charges may apply to have your item returned to us.

Damages and issues
All items are carefully inspected and packaged prior to shipment. Please check your order upon arrival for any damage. If items have arrived damaged, please email to thegeneralisthk@gmail.com with photos of the damaged part within 48 hours of receiving your order, together with your name, invoice number, contact number, item details.

Please also keep the original package for inspection. After inspection and once we are satisfied there are faults/damages, we will either replace the item or arrange for a full refund of the item at no additional cost to you. Each tool is taken on a case-by-case basis so please bare this in mind.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as glass, bronze-made products), custom products (such as special orders, personalized items or order-to-made products), and consumable goods (such as thinners, chemicals or adhesive).

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

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