Returns & Refunds Policy
CARROT TOOL is committed to providing reliable welding machines, plasma cutters, generators, and related equipment together with practical after-sales support.
Because industrial equipment may involve technical diagnosis, large-package shipping, and significant international transportation costs, we ask customers to contact CARROT TOOL before returning any product.
Our priority is to identify the problem and provide the most appropriate solution, which may include troubleshooting, replacement parts, repair assistance, product replacement, return, or refund depending on the circumstances.
Nothing in this Returns & Refunds Policy is intended to limit any mandatory consumer rights that apply under applicable law.
1. Contact Us Before Returning a Product
Before sending any product back, please contact:
Please include:
- Order number
- Customer name
- Product model
- Description of the issue
- Photographs or videos where applicable
- Serial number where applicable
- Any relevant troubleshooting information
Our team will review the request and provide the appropriate instructions.
Do not send products to our operating address or any other address without prior authorization from CARROT TOOL.
Our operating address is not automatically our product return address.
After your request has been reviewed, we will provide the applicable return, replacement, or service address where necessary.
2. Defective or Malfunctioning Products
If your equipment is not functioning correctly, please contact us before returning it.
Many issues involving welding machines, plasma cutters, and generators can be related to:
- Machine settings
- Power supply
- Voltage
- Wiring
- Air pressure
- Installation
- Accessories
- Consumable parts
- Operating procedures
Our technical team may first assist you with troubleshooting to determine the cause of the problem.
If a manufacturing or machine-related defect is verified, we will provide an appropriate solution according to the circumstances and applicable warranty terms.
Possible solutions may include:
- Technical troubleshooting
- Operating guidance
- Replacement parts
- Repair assistance
- Product replacement
- Return and refund where appropriate or required by applicable law
For eligible warranty claims, our preferred approach is to resolve the issue efficiently without requiring unnecessary international return shipping.
3. 1-Year Warranty Support
Eligible CARROT TOOL equipment is supported by a one-year warranty, subject to the terms and exclusions described in our Warranty Policy.
If a verified manufacturing or machine-related defect occurs during the applicable warranty period, CARROT TOOL may provide:
- Technical assistance
- Replacement components
- Repair guidance
- Product replacement
- Another appropriate warranty remedy
Where replacement is practical and appropriate, we may prioritize replacement as an efficient solution for the customer.
A refund may be provided where required by applicable law or where CARROT TOOL determines that another available remedy cannot reasonably resolve the issue.
Please refer to our Warranty Policy for full warranty terms.
4. Products Damaged During Shipping
If your product arrives with significant transportation damage, please contact us as soon as reasonably possible after delivery.
Please provide:
- Order number
- Photographs of the outer packaging
- Photograph of the shipping label
- Photographs of the damaged product
- Video where helpful
- Description of the damage
Please keep the original packaging until the case has been reviewed.
Depending on the circumstances, CARROT TOOL may arrange:
- Replacement parts
- Technical assistance
- Product replacement
- Carrier investigation
- Return
- Refund or another appropriate solution
Do not independently return a damaged product without receiving instructions from us first.
5. Incorrect Product Received
If CARROT TOOL sends a product different from the product ordered, please contact us as soon as reasonably possible.
Provide:
- Order number
- Photographs of the product received
- Product model
- Packaging and shipping label photographs where applicable
After verification, we will arrange an appropriate solution.
Where a return is necessary because CARROT TOOL or our fulfillment process sent the wrong product, we will provide return instructions and make reasonable arrangements for the authorized return.
6. Missing Products or Accessories
If an item or accessory appears to be missing, please first check:
- All packaging materials
- Accessory compartments
- Separate boxes
- Other tracking numbers associated with the order
Some products or accessories may be shipped separately.
If an item is still missing, contact:
Please include your order number and details of the missing item.
We will review the shipment records and provide an appropriate solution.
7. Change-of-Mind Returns
Because CARROT TOOL sells welding, cutting, generator, and industrial equipment that may involve significant shipping and handling costs, we generally do not provide unrestricted change-of-mind returns after a product has been used, installed, operated, modified, or materially removed from its original condition.
For an unused product that you wish to return for reasons unrelated to a defect, shipping damage, or fulfillment error, please contact us before returning the product.
A voluntary change-of-mind return may be accepted where:
- The return is approved by CARROT TOOL in advance
- The product has not been used or operated
- The product has not been damaged
- The product is complete
- Original accessories are included
- Original packaging is reasonably intact
- The product remains in resalable condition
Approval depends on the product, destination, condition, shipping arrangement, and applicable law.
This section does not limit mandatory cancellation or return rights that may apply in your jurisdiction.
8. Return Shipping for Change-of-Mind Returns
Where CARROT TOOL approves a voluntary return that is not caused by:
- A verified product defect
- Shipping damage
- An incorrect product
- A CARROT TOOL fulfillment error
the customer may be responsible for the return shipping cost, subject to applicable law.
International return shipping for welding machines, plasma cutters, generators, and other heavy equipment can be expensive.
For this reason, customers should contact us before arranging any shipment.
Do not independently purchase international return shipping before receiving our return instructions.
9. Return Shipping for Verified Defects or Our Error
Where a return is reasonably necessary because of:
- A verified covered defect
- Significant shipping damage
- An incorrect product sent by us
- Another verified fulfillment error attributable to CARROT TOOL
we will review the appropriate return or replacement arrangement.
Depending on the circumstances, this may involve:
- A prepaid or arranged return
- Reimbursement of an approved reasonable return-shipping expense
- Replacement without requiring the original machine to be returned
- Another practical logistics solution
Customers must receive authorization before incurring return-shipping costs if reimbursement is expected.
10. Products That Generally Cannot Be Returned as Change-of-Mind Returns
Unless required by applicable law or related to a covered defect, the following products may not qualify for voluntary change-of-mind returns:
- Products that have been used or operated
- Products that have been installed
- Products that have been modified
- Products damaged after delivery
- Products missing important parts or accessories
- Products not in reasonably resalable condition
- Consumable or wear items that have been used
- Customized products
- OEM products
- ODM products
- Special-order products
- Products manufactured specifically for a customer
- Certain wholesale or commercial orders subject to separate agreements
A product being excluded from a voluntary change-of-mind return does not remove applicable rights relating to verified defects or mandatory consumer protections.
11. OEM, ODM and Customized Products
OEM, ODM, customized, private-label, specially configured, or made-to-order products are generally produced according to specific customer requirements.
Once production has begun, these orders may not be eligible for ordinary cancellation, change-of-mind return, or refund.
If there is a verified manufacturing defect, specification error attributable to us, or other issue covered by the applicable agreement or law, we will review the matter and provide an appropriate remedy.
Separate commercial agreements may apply to OEM, ODM, wholesale, distributor, or large-volume orders.
12. Order Cancellation Before Shipment
If you wish to cancel an order, contact us as soon as possible at:
If the order has not entered final processing, production, packaging, warehouse transfer, or shipment, we will make reasonable efforts to cancel it.
If cancellation is successfully completed before shipment, any applicable refund will generally be returned to the original payment method.
Once an order has entered processing or shipment, cancellation may no longer be possible.
Customized, OEM, ODM, or made-to-order products may have different cancellation conditions.
13. Order Cancellation Due to Shipping Delay
If CARROT TOOL is unable to ship an order within the timeframe promised or otherwise required by applicable law, we will provide the options required under applicable law, which may include accepting a revised shipping timeframe or cancelling the affected order for a refund.
For U.S. customers, our shipping and cancellation practices are intended to operate consistently with applicable federal requirements governing promised shipment times. The FTC advises online sellers to disclose their shipping and refund practices clearly and provides cancellation protections when promised shipment timing cannot be met.
14. Return Authorization
A return is not considered authorized until CARROT TOOL has reviewed the request and provided return instructions.
Where a physical return is required, we may provide:
- Return authorization
- Correct return address
- Shipping instructions
- Required packaging instructions
- Documentation requirements
- Other relevant information
Please follow the instructions provided.
Unauthorized returns may:
- Be refused
- Experience significant delays
- Be sent to an incorrect location
- Result in additional transportation or handling costs
15. Do Not Return Products to Our Operating Address
The CARROT TOOL operating address published on our website is for business and contact identification purposes.
It is not a universal return warehouse or warranty-return address.
Do not ship equipment to:
G1407, Building 2, Zone 2, Sanxing Industrial Zone, Fuyong Community, Fuyong Street, Bao’an District, Shenzhen, China
unless CARROT TOOL specifically instructs you in writing to use that address for your case.
The appropriate return or replacement address may vary depending on:
- Product
- Customer location
- Warehouse
- Manufacturer
- Technical issue
- Replacement arrangement
- Logistics method
Always contact us first.
16. Condition of Returned Products
Where an authorized physical return is required, the product should be packaged securely.
For voluntary returns, the product should generally include:
- The machine
- Original accessories
- Cables
- Included components
- Manuals where supplied
- Original packaging where reasonably available
Customers are responsible for packaging returned equipment appropriately to reduce the risk of transportation damage.
A refund for an approved voluntary return may be reduced where permitted by law if the product has suffered material loss in value caused by handling beyond what is reasonably necessary to inspect it.
17. Inspection of Returned Products
Returned products may be inspected after receipt.
Inspection may include verification of:
- Product identity
- Serial number
- Product condition
- Accessories
- Reported defect
- Physical damage
- Signs of misuse or modification
The inspection helps us determine whether the return qualifies for:
- Warranty service
- Replacement
- Refund
- Other applicable resolution
We will not intentionally delay an authorized refund through unnecessary inspection procedures.
18. Refund Method
Approved refunds are generally issued to the original payment method used for the purchase.
Because payments on CARROT TOOL are processed through PayPal and payment methods available through the PayPal checkout system, refunds will generally be processed through the corresponding transaction where possible.
We do not normally issue a refund to an unrelated payment account.
Where applicable law requires a particular refund method, we will comply with those requirements.
19. Refund Processing Time
After a refund has been approved, CARROT TOOL will normally initiate the refund within approximately 5–10 business days.
The time required for the refunded amount to appear in your account may depend on:
- PayPal
- Card issuer
- Bank
- Payment method
- Financial institution processing times
Once we have submitted a refund to the payment provider, additional processing time may be outside our direct control.
20. Original Shipping Costs
For voluntary change-of-mind returns, original shipping, freight, customs, or other logistics costs may be non-refundable where permitted by applicable law.
Where a return results from:
- A verified covered defect
- A product materially damaged during shipping
- An incorrect product sent by us
- Another verified CARROT TOOL fulfillment error
we will review the appropriate refund and shipping-cost treatment according to the circumstances and applicable law.
21. Customs Duties, Taxes and Import Charges
Refund treatment for customs duties, taxes, import fees, brokerage charges, or government-imposed charges may depend on:
- Who collected the charge
- Destination country
- Customs authority
- Shipping method
- Applicable law
CARROT TOOL may not be able to directly refund charges paid by the customer to an independent customs authority, carrier, broker, or government agency.
Where appropriate, customers may need to request reimbursement directly from the relevant authority or provider.
22. Refusing Delivery
Please do not refuse delivery simply because you wish to return an order.
Refusing a shipment without contacting CARROT TOOL may result in:
- Return freight
- Storage charges
- Customs charges
- Carrier fees
- Additional handling costs
- Significant processing delays
If you wish to cancel or return an order, contact us first.
If a package arrives with serious visible transportation damage, document the condition and contact us as soon as possible.
23. Lost Shipments
If an order is confirmed lost during transportation, CARROT TOOL will review the case with the carrier, warehouse, or logistics provider.
Depending on the circumstances, we may provide:
- Replacement shipment
- Refund
- Another appropriate solution
Customers will not be required to physically return a product that was never received.
24. Package Marked Delivered but Not Received
If tracking shows “delivered” but you cannot locate the shipment, please first:
- Check the delivery location
- Check with household members or employees
- Check with reception or building management
- Check nearby secure delivery areas
- Contact the carrier where appropriate
If the shipment still cannot be located, contact CARROT TOOL.
We will assist in reviewing available tracking and delivery information.
A refund or replacement may require completion of an appropriate carrier investigation.
25. Product Performance and Incorrect Use
A product does not automatically qualify as defective simply because it does not perform as expected when operated under unsuitable conditions.
Before approving a defect claim, we may need to confirm factors such as:
- Correct voltage
- Appropriate circuit capacity
- Correct wiring
- Proper grounding
- Correct machine settings
- Correct air pressure for plasma cutters
- Appropriate consumables
- Proper installation
- Intended material and application
- Compliance with operating instructions
If a problem is caused by incorrect installation, misuse, incompatible power supply, unauthorized modification, or other circumstances outside warranty coverage, the case may not qualify for a defect-based return or refund.
Mandatory consumer rights remain unaffected.
26. Warranty Claims Are Different From Change-of-Mind Returns
Warranty service and voluntary returns are separate processes.
A product that has been used may no longer qualify for a voluntary change-of-mind return, but it may still qualify for warranty service if a covered defect develops during the applicable warranty period.
Customers experiencing equipment problems should therefore contact us for technical and warranty evaluation rather than simply shipping the product back.
27. Commercial, Wholesale and Distributor Orders
Wholesale, distributor, full-container, and other commercial orders may be governed by individually agreed terms.
Depending on the transaction, those terms may address:
- Inspection
- Acceptance
- Defects
- Returns
- Replacements
- Warranty
- Freight
- Refunds
- Claims deadlines
Where a separate written agreement applies, that agreement will govern the matters specifically covered by it, subject to applicable law.
28. Customers in the United States
For customers in the United States, our return and refund practices are intended to be clearly disclosed before purchase.
Customers should review this policy, the applicable product information, and shipping terms before ordering.
U.S. consumer protections may vary by state and by the circumstances of a transaction.
Nothing in this policy is intended to remove rights or remedies that cannot legally be waived.
The FTC specifically advises online sellers to clearly disclose whether returns are permitted, applicable return periods, return-shipping responsibility, and other material refund conditions.
29. Customers in Mexico
Customers in Mexico retain any mandatory cancellation, return, refund, or consumer-protection rights available under applicable Mexican law.
Where Mexican law provides a statutory right to revoke an eligible transaction or imposes requirements concerning refunds, those mandatory requirements will take precedence over conflicting provisions of this policy.
Mexican consumer legislation includes statutory revocation rights for certain qualifying transactions, so CARROT TOOL will not use this policy to remove rights that apply by law.
30. Mandatory Consumer Rights
Nothing in this Returns & Refunds Policy excludes, restricts, or modifies a right or remedy that cannot lawfully be excluded under applicable consumer-protection law.
Where a provision of this policy conflicts with a mandatory legal requirement applicable to a customer, the mandatory legal requirement will prevail to the extent of that conflict.
31. Payment Disputes and Chargebacks
If you believe there is a problem with an order, please contact CARROT TOOL first so that we have an opportunity to investigate and resolve the issue.
If you initiate a payment dispute or chargeback, we may provide the payment provider with relevant transaction records, including:
- Order information
- Shipping records
- Tracking information
- Customer communications
- Delivery confirmation
- Return or refund records
This does not affect any lawful right you may have to dispute a transaction through your payment provider.
32. Changes to This Returns & Refunds Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in:
- Products
- Warranty procedures
- Shipping arrangements
- Warehouses
- Payment methods
- Business operations
- Applicable laws and regulations
The revised policy will be published on this page with an updated “Last Updated” date.
33. Contact Us
For return, refund, replacement, cancellation, damaged-product, or warranty-related questions, please contact:
CARROT TOOL
Website:
carrottool.com
Email:
info@carrottool.com
Operating Address:
G1407, Building 2, Zone 2, Sanxing Industrial Zone
Fuyong Community, Fuyong Street
Bao’an District, Shenzhen, China
Important: This operating address should not be used as a return address unless CARROT TOOL specifically authorizes it for your case.