Which tooling orders can be returned
We supply solid carbide end mills and drills for CNC machining shops, and returns are handled on a case by case basis. Because cutting tools are precision items, we only accept returns where the item is unused, in original condition, and reported within the correct time after delivery. Items that have been run in a machine, re-sharpened, altered, or damaged through use cannot normally be returned.
Special order items, made to customer specification, or stock ordered in specifically for a job may be non-returnable unless there is a confirmed supply issue or a verified packing error. If you are unsure, contact us through the enquiry form on the contact page before sending anything back.
- Unused tooling in original packaging may qualify for return
- Incorrect items supplied by us will be prioritised for review
- Used, damaged, or modified tools are generally not eligible
- Special order or custom items may be excluded
Report a problem within the right timeframe
Please inspect deliveries as soon as they arrive at your workshop in Wadeville, Germiston, or at your receiving point in Johannesburg, Pretoria, Cape Town, Durban or Gqeberha. Check quantities, product codes, flute geometry, diameter, reach and coating type before the tools go into production. The sooner a concern is logged, the easier it is to confirm what happened and arrange the next step.
For transit damage, packing errors, or a tool that does not match the order, report the issue straight away. Keep all packaging, sleeves and labels intact until the case is resolved. If the box shows damage from transport, take clear photos before opening it fully.
- Check the order on delivery day
- Log issues as soon as possible after receipt
- Keep packaging, labels and delivery notes
- Photograph visible damage or shortages
What details to send with your return request
When you use the enquiry form, include enough detail for our team to identify the order and assess the tooling properly. Clear information helps us move faster, especially when production is waiting on replacement drills or end mills. Marius van der Merwe and the team may ask for extra photos or measurements if the fault is not obvious.
Useful details include the order reference, the item description, the quantity affected, and the reason for the return. If a tool broke in service, note the material being machined, spindle speed, feed rate, coolant used and machine type. That information helps our technical team determine whether the issue is related to application, setup or a supply problem.
- Order reference and invoice details
- Item description and quantity affected
- Photos of the tool, packaging and labels
- Machine, material and cutting conditions if relevant
How we assess approved returns
Once the request has been logged, we review the information and decide whether the item qualifies for return, replacement or credit. In many cases our technical applications team will first check whether the tool was used within its intended cutting range. This is especially important on hard materials, interrupted cuts and jobs where coolant supply or chip evacuation was poor.
If the issue is confirmed as a supply error or an approved quality concern, we will advise the next step. Depending on stock availability, the resolution may be a replacement tool, a credit note, or another agreed outcome. For customers across Gauteng and the rest of South Africa, this process helps keep production moving without unnecessary delay.
- We review the claim against the order and condition of goods
- We may request samples, photos, or a written explanation
- Approved cases are handled by replacement or credit where appropriate
- Resolution depends on stock, condition and the type of issue
Packing and sending tools back safely
If a return is approved, we will give you the return instructions before anything is shipped back. Pack each tool so it cannot move around in transit. Even a slight knock can damage cutting edges, so wrap the item securely and keep it separate from other metal parts. On wet or coastal routes, make sure the package is dry and sealed properly to reduce rust risk.
Always include the approved return reference with the parcel. Do not send tools back loose in a box, and do not mix approved returns with unrelated stock. If your workshop is operating under load-shedding pressure, it is still better to hold the item until the packaging is ready than to rush a poor return that gets delayed at receiving.
- Use secure packaging and protect cutting edges
- Include the approved return reference inside the parcel
- Do not mix returned items with other stock
- Keep the parcel dry and clearly labelled
When returns are not accepted
Some cases fall outside our returns process. This includes tools that have been used in production, tools damaged by incorrect speeds or feeds, and items affected by poor clamping, incorrect workholding, or unsuitable material selection. If a drill snapped because chip evacuation was blocked, or an end mill was overloaded in a heavy cut, that usually needs a technical review rather than a standard return.
We also cannot accept goods that are returned without prior approval, missing packaging where that is needed for verification, or items sent back long after the issue was identified. Where a claim is not eligible, we will explain why and may still help with application advice for future orders.
For stock planning, urgent tool supply and production standardising, our team can help reduce avoidable losses on the next order. The aim is simple: less downtime, better tool life, and fewer surprises at the machine.
