Our Guarantee, Returns and Warranty Issues

Return Policy ~ Damaged or Defective Merchandise

OUR 30 DAY NO HASSLE GUARANTEE!!!

Call us crazy but we understand that it is difficult to order something from a catalog or online without really seeing, touching, trying and inspecting it. We offer every item we carry on approval with just a few exceptions. All I ask is that if you want to return something that you follow these guidelines.

IT IS VERY IMPORTANT THAT YOU KEEP THE ORIGINAL BOX & DOCUMENTS
 FOR ALL ITEMS

You must keep ALL items and their original box/packaging including paperwork, twist ties, pen tip protectors, etc. until you are absolutely sure you are happy with the products...not to exceed our 30 day (from date of purchase) return policy. If we have to clean, fix or replace items you will be charged our cost for those items or services. I cannot get replacements for damaged or missing boxes or documents on any power tools (jig saws, transformers, etc.) so you MUST KEEP THEM until you are sure you are going to keep it.

PLEASE DO NOT REGISTER THE WARRANTY ON BURNERS UNTIL YOU ARE SURE YOU ARE HAPPY WITH IT AND GOING TO KEEP IT. If you have registered it we cannot take them back.

Sawdust Connection's guarantee is simple: If it's not what you were expecting, you've changed your mind or for whatever reason just send it back postage paid for a full refund (less shipping/handling charges) as long as you follow our guidelines. Like most business' we try to make our customers happy but we must stand by our return policy if we are to maintain our low prices. All we ask is that you follow our guidelines and exceptions and we will gladly accept your return.

If we shipped an item in error, we will credit the return shipping charges and re-ship the correct item at our expense.

Exceptions/Guidelines to Our Return Policy

The only exceptions (i.e.: not returnable and/or subject to a restocking fee) to this return policy are:

  • Patterns

  • Bound books that are worn or damaged.

  • Paints, dyes, varnishes and other liquids that have been opened and used, unless defective.

  • Brushes and applicators that have been used.

  • Clearance Center items. Since these items are being discontinued they are being sold as "all sales final" which means they may not be returned. They are all new but we are discontinuing them and once discontinued from our online store we cannot issue any refunds. These items are not returnable!  However, if any clearance items is returned to us, you will receive a refund only for those items that have not already been discontinued and removed from our website less a 15% processing/restocking fee. 

  • Products that come in sealed plastic clam shell packages (such as Adirondack inks & Microlux) that have been opened & packaging broken are subject to a 15% restock fee as long as the item(s) is returned with all parts and paperwork included, undamaged and in working condition.  Any missing or damaged parts or documents, replacement fee will be deducted from any refund due....assuming we can get replacements.

  • Products must be returned in the original undamaged box along with all documents.  If the original box and/or documents are not returned the cost of replacements will be deducted from your refund.  (See exclusion below for power tools)

  • The original undamaged boxes & documents from Power tools (such as jig saws, transformers, etc.) must be returned because I cannot get replacements.  I cannot accept a return on any of these items where the original undamaged box & documents are not returned so it is essential that you keep these until you are sure you are keeping the items....NO EXCEPTIONS TO THIS!

  • Special orders and drop ships from the factory/distributor (Proxxon, Minicraft, Razertip and Nibsburner First Step) for non-stock (items not normally carried on our site or listed as "drop ship") items are subject to a 15% restock fee if returned to us (contact us first for return shipping instructions) with all original packaging, parts and paperwork included, undamaged and in working condition.  Any missing or damaged items will be deducted from any refund due. (See exclusions regarding power tools above)

  • Proxxon & Minicraft tools that were drop shipped directly from the distributor must be returned to the distributor within 14 days of purchase unused and in the original undamaged packaging. If you need to return it please contact us immediately if you are unsure if it shipped from the distributor or from us and to let us know that you are returning it. Once the distributor receives the returned product (as stipulated below) your refund will be processed. If you have opened the box and used the product it cannot be returned to the distributor and we will have to process the return according to the exceptions listed here. If it is past the 14 days and still within our 30 day warranty they can be returned to us following the guidelines listed above on drop ships.

    Distributor Return Policy- If you are not completely satisfied with your Proxxon or Minicraft purchase (that was drop shipped from the General Store) you may return it within 14 days of purchase for a full refund of the purchase price, excluding all shipping costs. The tool must be unused, and in the original undamaged packaging. Please follow the steps below:

    • Please call for approval 920-757-1718
    • Make and send a copy of your original invoice.
    • State the reason for the return.
    • SHIP TO: The General StoreN1246 Thrush Drive, Greenville, WI 54942

  • If we have to clean, fix, or replace parts or repair any returned items you will be charged a restocking fee or labor charge. If burners, pens, power tools or other items returned require cleaning or replacement of packaging, cord ties or wrappers, etc. you will be charged a restocking fee of 15% of the cost of the merchandise or $10.00/hr. labor whichever is less.

  • Items returned to us after our 30 days "no hassle guarantee" returns will be processed as follows: 1) There will be NO REFUNDS if you do not return the items in it's original undamaged box or packaging along with all original documents (if it came in a box/packaged with paperwork); 2) if original undamaged box/packaging and paper work is returned and the product is in "like new condition" you will be charged a flat 15% restocking fee; 3) if the item is returned and other items are missing, damaged or need to be replaced in addition to the 15% restocking fee you will also be charged for the cost of replacing these items which will be deducted from any refund due to you; 4) if the item returned needs to be cleaned, fixed or parts replaced in addition to the flat 15% restocking fee you also will be charged a fee for the actual cost of replacement of documents and $10.00/hour labor.

If you have any questions if the items you are purchasing are covered under our no hassle guarantee please contact us.

Remember our return policy is 30 days from the order/invoice date (If there was a delay in shipping your order, the date will extend 30 days from the ship date....no exceptions!

Processing Returns

Refunds will be processed by the method used for payment. Refunds will be for the full amount of the merchandise returned (less shipping/handling charges) less any necessary restocking fees and are processed within 24 hours of receipt of returned merchandise (unless we have to replace packaging, documents or items or do maintenance/repair) or you paid by check and it has not cleared yet. If you have paid for your order by check, the refund will be processed after the check has cleared the bank.

Items Must Be Received Within 30 Days of Invoice/Transaction Date

This is our "no hassle guarantee"...just return it postage paid. Pack it carefully and return the items as described and you will receive a full refund less the shipping and handling charges. There's no reason to go online or to call us to get an authorization, although it would be helpful to let us know (especially if we are out of town) it's on it's way so we can keep a look-out for the package. If you would prefer to have a credit towards another item, please let us know and we will be happy to send you something that's more suited to your needs.

If you received a burner as a gift and want to upgrade to a better burner and it was purchased from us please contact us as soon as possible to discuss your needs so we can make recommendations.  We'd be happy to exchange it for you for a different burner.

We will honor our guarantee as long as you follow the instructions and the merchandise is returned as described in the return instructions.

All we ask is that you follow the instructions below and your refund will be processed promptly.

Return Instructions:

  • All Items must be returned postage paid and insured in the original UNDAMAGED BOX, in sellable condition and RECEIVED BY US within 30 days from the INVOICE DATE. If you are going to return items, please make sure you ship the package to ensure we receive it within 30 days of purchase date so anticipate the amount of time needed for shipping including holidays and weekends.  
  • Power tools, burners and pen tips must be returned in the same condition you received them (clean, polished and unscratched) along with the undamaged box it came with. 
  • Simply put the item (s) back in the original undamaged package, rewrap it so it doesn't get damaged in shipping. 
  • Be sure to pack it in the packing material included with the original order and write the reason for the return on the invoice/transaction details we sent you or you received from Pay Pal. 
  • Include whether you want credit toward another item (include what you want) or a refund. Refund will be made by the method of original payment. 
  • If paid by check we will allow time for the check to clear before issuing the refund.
  • Packages should be shipped insured with tracking information so you can be sure we received the package in a timely manner. 
  • To avoid delays in processing your return please contact me before shipping a return so I can provide you with the correct address to ship the package.
  • Provide me with the tracking information we can keep an eye on the package as well.

NOTICE ABOUT WHERE TO SHIP YOUR RETURN

We travel frequently to shows so it's essential that you contact us before shipping the package to get the correct shipping address to avoid delays and ensure your package is received in a timely manner.

Please provide us with tracking information so we can check the status of the package.

You may use any shipping service that is convenient for you such as United Parcel Service (UPS), FedEx or the U.S. Postal Service (USPS) just be sure you use the above shipping address.

If merchandise is returned clean, undamaged and containing all original material your refund will be processed quickly, usually within 24 hours of receipt. Refund will be by the method of original payment. If the return requires any work or replacement of materials, the refund will be processed after all the maintenance is completed. We will keep you fully aware from the time we receive the return.

Defective or Broken Products and Warranty Issues

Pyrography Tools

Please ensure that you have registered your product AFTER you have decided to keep the product. 

One of the most common problems that occur with woodburning tools is the pen is not heating up or getting too hot. The first thing to do is check the connections on both ends of the cord. Be sure they are tight and plugged in all the way. If it still doesn't work, plug the pen directly into the burner and see if the pen works properly. If the pen works when plugged directly into the burner then the problem is with the cord. If it still doesn't work then the problem is with the pen. IF the problem has not been resolved using this test then it's time to contact the manufacturer to explain what the problem is and what you have done to test it out.

For other failures with your woodburning tools, contact the manufacturer directly to discuss the problem.  The manufacturer will be able to walk you through some steps to help them determine the nature of the problem and the course of action to be taken to resolve the problem. Be sure you retain the original invoice for your purchase. 

For product failure and/or warranty issues on woodburners please refer to the following for directions where to contact and return the product: Razertip or Nibsburner

Do not send damaged or broken burners or pens to us, it will only delay the process.  In order to expedite the processing of the your product, they must be returned directly to the manufacturer.

NOTE: No matter what the problem is, please be sure to contact me so I am aware of what the problem was so I have a record of any ongoing issues.

Proxxon and Minicraft Tools

For Minicraft tools that are defective please contact the distributor for return shipping instructions. Please call them at 920-757-1718 to discuss the problem you are having and provide the date of purchase. If the product is to be returned they will provide the shipping address.

Proxxon tools carry a warranty which is handled by Prox-Tech Inc., the USA Distributor. You can contact them at 1-877-PROXXON

Prox-Tech Inc.

P O Box 1909

Hickory, NM 28603

All Other Products

For warranty issues for all other products please refer to the manual that came with your product. 

 

Thank you,

Nedra Denison signature.