Refund policy
Evaluation Requirement for Reported Issues
If a customer believes a tool has a defect or problem, the tool must be returned to Bad Axe Tool Works for evaluation before any refund or replacement can be issued. We cannot determine manufacturing defects based solely on photos, videos, or descriptions.
If the issue is determined to be a manufacturing defect, we will repair, replace, or refund the tool at our discretion.
If the issue is determined to be normal variation, wear, or damage caused during use, the customer may be responsible for return shipping and repair costs.
Manufacturing Defects
Please inspect your order when it arrives. We stand behind our work. If a tool arrives with a manufacturing defect or experiences catastrophic failure under normal use, contact us and we will evaluate the issue and repair, replace, or refund the item as appropriate.
Shipping Damage
If a package arrives visibly damaged, customers should retain the packaging and contact us immediately so that we can file a claim with the carrier if necessary.
Return Window
We offer a 7-day return window, which means you must request a return within 7 days of receiving your item.
To be eligible for a return, the item must be in the same condition in which it was received, free of dings, scratches, or other damage. Test cutting with your saw is encouraged, but the tool must remain in otherwise new condition.
To start a return, contact us at info@badaxetoolworks.com.
If your return is approved, we will provide a return shipping label and instructions for sending the item back. Items sent back without first requesting a return will not be accepted.
Returns should be sent to:
Bad Axe Tool Works
69 N 28th Street E, Suite 30
Superior, WI 54880 USA
Ready-to-Ship Item Returns
Items that do not require custom manufacturing are eligible for a 100% refund, provided they meet the return conditions listed above.
Examples include:
- T-Shirts
- Books
- Mugs
- Bench hook sets
- Other ready-to-ship merchandise (files, file handles, etc)
Sale items and gift cards are not eligible for return.
Custom Tool Orders
Many of our tools are built to order and made in a specific configuration for each customer. Because of this, custom orders are subject to the following terms.
Non-Refundable Portion
- Custom Back Saws: $100 non-refundable
- Custom Hand Saws, Panel Saws, Finished Kerfing Planes, and Frame Saws: $150 non-refundable
This amount covers materials, labor, and shop time required to begin producing a one-of-a-kind tool that may not sell in that configuration if canceled.
Custom Order Cancellation Window
You may cancel a custom order within 3 days of placing it for a full refund, provided work has not progressed beyond initial processing.
Changes to Custom Orders
If a customer requests changes to a custom order after production has begun, the following policies apply:
- The production timeline will restart from the date the change is approved.
- The customer will be responsible for the cost of any parts that must be remade due to the requested change.
- This may include handles, saw plates, or other components that were already manufactured.
Custom work often involves outside craftsmen and specialized labor, so once parts have been produced they cannot simply be altered without additional cost and time.
Production Timelines
Estimated production timelines are best-faith estimates, not guarantees. Custom work involves hand craftsmanship and coordination with outside specialists, and timelines may occasionally shift due to material availability, supplier schedules, or shop workload. Customers will be notified if a delay becomes significant.
Production Updates
From time to time we may communicate with customers about the progress of their order. These updates are provided as a courtesy and for transparency, and should not be interpreted as binding production guarantees or deadlines.
Limited Release / Resurrection Saws
Our Bad Axe Resurrection Saws and other limited-release tools are made to order and produced in very small quantities.
These items cannot be returned or refunded unless there is a manufacturing defect.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Items must be returned in the same condition in which they were received, unused and in original packaging, with proof of purchase.
Handcrafted Tool Variations
Our tools are handcrafted in small batches and custom configurations. Minor variations in wood grain, color, minor tooling marks, and other cosmetic details are normal characteristics of handmade tools and are not considered defects.
Right to Repair First
If a problem occurs with a tool, Bad Axe Tool Works reserves the right to repair the tool before issuing a replacement or refund. In many cases, a repair can be completed quickly and returns the tool to full working condition.
Final Configuration Responsibility
Customers are responsible for confirming their selected options and configuration when the order is placed (changes can be made within 3 business days).
Once production begins, certain components may already be manufactured or assigned to the order. Changes requested after that point may result in additional cost and extended production timelines.
Custom Order Commitment
Custom tools are produced specifically for the individual customer who ordered them. Because of this, custom orders cannot be treated the same as retail merchandise stocked on a shelf.
Once production has begun, cancellation or major changes may not be possible without additional cost.
Return Condition Standard
Returned tools must arrive in the same condition in which they were delivered, aside from reasonable test use. Tools that are returned with damage, altered teeth, filing marks, sharpening attempts, or other modifications may be subject to reduced refunds or refusal of return.
Service Expectations
We are a small manufacturing shop producing handcrafted tools, not a high-volume warehouse operation. While we strive to respond promptly and resolve issues quickly, production schedules and shop workload may affect response times.
We appreciate customers who understand and support small-scale manufacturing.
Customer Conduct
We strive to provide excellent service and stand behind our work. However, we reserve the right to refuse service, cancel orders, or decline future business if customer communication becomes abusive, threatening, or unreasonable toward our staff or our partners.
