This policy is for online purchases on https://shop.forwardtools.com/only. FORWARD accepts merchandise return/exchanges due to non-phsical/functional damages that are applied to this Policy. Please apply for an RMA service within 12 months from the purchasing date. If incorrect items are received, please contact us and issue a refund/return/exchange within 7 days of the recipient.

1. Dead on Arrival: For significant damage to the outer packaging upon receipt. Or DOA of the product.

A. Refuse delivery of the package and inform FORWARD.

B. Damaged package/product after confirmation of the receipt: take a photo and contact FORWARD within 7 days of the receipt. FORWARD will offer a solution after negotiation with the logistics company (return or exchange).

2. For quality problem of products received: take a photo and contact FORWARD for return & refund or replacement.

3. For returns of wrong products ordered by the customer or problems not related to FORWARD, within 14 days of receiving your order, you may exchange a new product unconditionally (no refund). However, a shipping fee to will be charged.

4. For incorrect products received, take a photo and contact FORWARD immediately. Once confirmed, we will rearrange the shipment as soon as possible.

NOTE:

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.