Find instant answers to common questions about orders, shipping, products, warranties, and more. Our comprehensive FAQ covers everything you need to know about shopping with Refinox.
Questions about placing orders, order status, modifications, and cancellations
Once your order ships from our EU fulfilment partner in Poland, you'll receive a tracking number via email within 24 hours. You can track your package using:
Before dispatch: Contact us as soon as possible after placing your order for modifications or cancellations. We process orders quickly, so early contact is essential. When we call to confirm your order, you can also adjust or cancel it then.
After dispatch: Orders cannot be modified, but you can return items once delivered according to our return policy.
Contact methods: Email support@refinox.shop or call +852 5954 4878 as soon as possible.
We sell exclusively on a Cash on Delivery (COD) basis. There is no online payment and no card details are ever required.
This means you only pay once the product is physically in your hands.
Bulk orders: If you need several units, contact us before ordering and we will let you know about any available volume pricing.
How it works: Larger orders are still handled on a Cash on Delivery basis, paid in cash to the courier on delivery.
Requirements: Minimum order quantities may apply for volume pricing.
Contact: Email support@refinox.shop for more information.
Information about delivery times, shipping costs, and how your order is dispatched
All orders are dispatched by our EU fulfilment partner in Poland. Because shipping is within the European Union, delivery is fast:
Times may vary slightly during peak seasons.
No import duties: Your order ships from our EU fulfilment partner in Poland, which is inside the European Union.
All applicable taxes are already included in the price shown.
Free shipping: Shipping is free of charge on all orders.
You pay only the product total in cash to the courier when your order arrives.
Business delivery: Yes, we deliver to both home and commercial addresses.
Requirements: A valid delivery address and a contact person available to receive the parcel and pay the courier in cash on delivery.
Confirmation: When our team calls to confirm your order, you can specify the best delivery address and contact details.
Questions about product compatibility, specifications, certifications, and availability
CE Marking: All products sold in the EU include CE marking and meet European safety standards.
Certifications included:
Documentation: All certificates and manuals are included with shipment.
Voltage compatibility: Most of our power tools are designed for international use and support 220-240V.
What's included:
Verification: Product specifications clearly state voltage requirements. Contact us if unsure about compatibility.
Stock indicators:
Real-time updates: Stock levels are updated regularly. Our team will confirm availability when they call to confirm your order.
Included documentation: All products include user manuals, safety guides, and warranty information.
Download center: Digital versions available on our website for instant download.
Multiple languages: Manuals available in English and major European languages where required.
Technical support: Our team can provide additional technical guidance at support@refinox.shop.
Information about return policies, refund process, and European consumer rights
EU withdrawal right: As an EU consumer, you have 14 days to withdraw from your purchase without giving any reason, under the EU Consumer Rights Directive.
Conditions: Items must be in original condition with packaging and accessories.
Return address: Returns are handled by our EU fulfilment partner in Poland. The EU return address will be provided in your return confirmation.
Refunds: Because orders are paid in cash on delivery, refunds are made by bank transfer to an IBAN you provide, within 14 days of us receiving the returned item.
Return process:
Processing: Refund made by bank transfer to your IBAN within 14 days of us receiving the returned item.
Defective items: We provide prepaid return labels at no cost to you.
Change of mind (14-day withdrawal): The customer pays the cost of returning the item unless it is defective.
Where to send it: Returns go to our EU fulfilment partner in Poland; the exact return address is provided in your return confirmation.
Refunds: Refunds are made by bank transfer to the IBAN you provide.
Coverage information, warranty claims, and technical support for your products
EU legal guarantee: As an EU consumer, you benefit from the 2-year legal guarantee of conformity under EU law on all products.
Coverage: Manufacturing defects, premature failure, and electrical or mechanical issues that make the product not as described or not fit for use.
Remedies: Repair, replacement, or refund in line with your EU consumer rights.
Warranty process:
Response time: We aim to respond to warranty inquiries within 24-48 hours.
Exclusions:
How payment works, currency information, and invoices
Currency: All prices are shown and charged in Euros (EUR).
What you pay: The EUR price you see is exactly what you pay in cash to the courier on delivery.
No hidden fees: No shipping fees, no import duties, no conversion fees - the displayed EUR amount is the final amount due.
We sell exclusively on a Cash on Delivery (COD) basis.
After you submit the order form, our team calls you to confirm your order before it is dispatched.
Business invoices: Yes, we provide detailed invoices for business customers.
VAT invoices: Available for EU business customers with valid VAT numbers.
Information needed: Company name, registration number, VAT number (if applicable), and billing address.
Request process: Add your business details in your order form, or email support@refinox.shop with your order number.
How ordering works, privacy settings, GDPR rights, and personal data handling
No account needed: You do not need to create an account or register to order.
How it works:
That's it - no sign-up, no password, no payment details required.
GDPR compliance: We fully comply with European data protection laws.
Data usage: Personal information used only for order processing, confirmation calls, shipping, and customer support.
Your rights: Access, correct, or delete your data at any time.
Security: Industry-standard encryption and security measures.
More information: See our Privacy Policy and GDPR Rights pages.
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Important emails: Order confirmations and shipping updates cannot be disabled.
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