Refund Policy

Refund & Return Policy

Last updated: August 28, 2026

This Refund & Return Policy applies to all purchases made through drivenfastener.shop, the independent multi-brand specialist storefront for Tekton, GearWrench, and Crescent drilling, fastening, and assembly tools. Driven Fastener Works is operated by Rivet & Ratchet Trade Company LLC, a limited liability company registered in Ohio, located at 1420 Rivet Avenue, Suite 7, Dayton, OH 45402, United States. Rivet & Ratchet Trade Company LLC manages day-to-day retail operations, including order fulfillment coordination, returns administration, and customer service.

Return Window

Returns are accepted within 30 days of delivery. The delivery date recorded by the carrier is used to confirm eligibility. This 30-day window applies to all items, including reports of damaged, incorrect, defective, or authenticity-related concerns.

Eligibility and Condition Requirements

• Items must be requested for return within the 30-day window from delivery.
• Please inspect items on arrival: check the marking and etching on the tool, compare set contents against the listing, and confirm packaging print quality. Report anything questionable with photos, ideally before the tool is put into service.
• When contacting us, please note whether the tool has been used, as this helps the after-sales team process the case correctly.
• Photos of the item and packaging should accompany your request.

How to Start a Return or Refund Request

Contact the after-sales department at aftersales@drivenfastener.shop with the following information:

• Your order number
• Photos of the item and packaging
• Whether the tool has been used

The after-sales team will verify the order and return eligibility against the delivery date, issue return instructions or open a warranty forwarding case where applicable, and track the refund or replacement to completion with written confirmation.

Refunds

Approved refunds are processed to the original payment method. We accept credit cards and PayPal, and refunds are returned through the same channel used at checkout. Refund status is tracked by the after-sales department through to completion and confirmed to you in writing.

Exchanges

Exchanges are handled by the after-sales department. If you received a wrong or missing item, or otherwise wish to exchange, contact aftersales@drivenfastener.shop with your order number, photos of the item and packaging, and a note on whether the tool has been used. Order discrepancies such as wrong or missing items are resolved directly by this team.

Shipping Fees

Original shipping charges follow the standard terms at checkout: free shipping on orders over $45.00, and $8.00 standard shipping otherwise. If an item fails an authenticity review, you receive a full refund including return shipping.

Damaged, Incorrect, Quality, and Authenticity Concerns

Quality and Defect Reports

Customer-reported defects are logged per batch so recurring issues can be traced to a specific receipt. Our inbound receiving verifies quantity, packaging integrity, and marking consistency against the distributor invoice; random per-batch spot checks confirm contents match the listing; and every order is visually checked before packing for finish damage and correct item identification.

Authenticity Reviews

Every item shipped is a genuine production unit of the stated brand, sourced exclusively through authorized distributors — no marketplace arbitrage, gray-market lots, or unsourced pallets are accepted. Supplier documentation is retained for every replenishment batch, and warranty coverage follows the manufacturer terms included with each product.

To submit an authenticity concern, contact the quality assurance department at quality@drivenfastener.shop with:

• Order number and the email used at purchase
• Clear photos of the tool marking, the packaging, and any label or etching in question
• A short description of what raised the concern
• The report submitted within the standard 30-day return window for the item

Review Stages

1. A quality assurance specialist acknowledges the claim and opens a case file.
2. The photos and packaging details are compared against known production and packaging references for that brand line.
3. If needed, the distributor or brand's channel is contacted for verification.
4. A written finding is sent to the customer, with the remedy applied if the claim is upheld.

Updates and Resolution

Authenticity cases are concluded with a written outcome within ten business days of complete evidence submission. If a claim is upheld, the remedy is applied immediately — refund first, follow-up investigation second. If an item fails an authenticity review, you receive a full refund including return shipping, the affected batch is quarantined pending re-verification with the distributor, and the outcome is documented in our review log. We treat any such failure as our own, not the customer's burden.

Manufacturer Warranty

Warranty coverage follows the manufacturer terms included with each product. The after-sales department can explain manufacturer warranty claims and forward qualifying claims to the brand's service channel.

Contact Us

General Support (Primary Contact)

Email: support@drivenfastener.shop
First response within one business day during the shared service window: Monday through Friday, 9:00 AM to 5:00 PM Eastern (America/New_York). Messages received outside these hours enter the queue in arrival order and are answered the next business morning. Unresolved general matters after two exchanges are escalated to the operations supervisor via the after-sales department lead.

After-Sales Department

Email: aftersales@drivenfastener.shop
Handles returns, exchanges, refund status, warranty forwarding, and order discrepancies. First response within one business day. Disputes outside standard eligibility go to the operations supervisor for a written decision.

Quality Assurance Department

Email: quality@drivenfastener.shop
Handles authenticity concerns, defect reports, batch tracing, and distributor verification. First response within one business day.