Our Guarantee and Repair
WARRANTY, RETURN AND REPAIR POLICY
SOS Surplus d’Outils Spécialistes
1. Order Processing Time
All online orders are prepared and shipped within 2 business days.
A tracking number is sent by email after shipment.
2. Warranty – Online Orders
For online purchases:
• All tools are guaranteed for 30 days after the purchase date
• Predator generators are guaranteed for 90 days
This warranty covers labor and parts in case of actual defect.
We reserve the right to cancel and refund an order in case of a major problem, while notifying the customer.
3. Warranty – In-Store Purchases
In-store, our tools are guaranteed:
• 30 days for Grade A and B tools
• 60 days for Grade C tools
4. Return Policy
4.1 Returns for Defective Products
If a tool has a real defect preventing its normal use, you can request a return within 30 days.
• The customer must obtain our approval before returning the product
• A photo or video of the problem is mandatory
• If the defect is approved, return shipping costs are borne by SOS Surplus d’Outils Spécialistes
• No restocking fee applies
• After inspection, the resolution is as follows:
1. Priority repair
2. Product exchange
3. Equivalent store credit when repair or exchange is not possible
4.2 Non-Defective Returns (Dissatisfaction or Change of Mind)
To avoid abuse (e.g., using a tool on a job site then returning it), non-defective returns are accepted under the following conditions:
• The request must be made within 30 days
• The product must not have been misused
• All accessories and parts must be included
• Return shipping costs are borne by the customer
• A 10% restocking fee applies
• An equivalent store credit will be issued
• No cash refunds are offered for non-defective returns
4.3 Products Not Eligible for Return
Considered final sale, except in case of defect:
• Clearance products
• Sale products
• Modified, disassembled, or incomplete products
• Products broken by misuse
5. Lifetime Warranty – Tolsen Tools
Tolsen tools are covered by a limited lifetime warranty covering manufacturing and material defects.
What is Covered
• Manufacturing defects
• Material defects
Solutions
• Repair or replacement free of charge
• Full refund if the product remains defective after three repair or replacement attempts
Not Covered
• Normal wear and tear
• Misuse
• Modified or disassembled products
• Indirect or consequential damages
Claim Process
Requests must be sent to sosoutils@outlook.fr with a description of the problem and a photo or video.
Here's a clearer version, separated into two sections as requested:
6. Repair Policy
S.O.S Outils Customers (in-store purchase)
Estimate (diagnosis)
• Fixed fee of $25 (includes 30 minutes)
• Additional time: $50/hour
• Priority estimate (optional): +$45
Repair
• Parts + labor
• Labor: $50/hour
• Minimum of 30 minutes billed
Conditions
• Estimation fee 100% credited if the tool is repaired
• No charge if the tool is irreparable
External Customers (tools purchased elsewhere)
Estimate (diagnosis)
• Electric or air tool: $25
• Hydraulic or gas tool: $35
• Priority estimate (optional): +$45
Repair
• Parts + labor
• Labor: $90/hour
• Minimum of 30 minutes billed
Conditions
• Mandatory deposit upon receipt
• Estimation fee 100% credited if the tool is repaired
• No charge if the tool is irreparable
Deadlines
• Estimate: 2 to 4 business days
• Repair: varies depending on complexity and parts
Unclaimed Items
• Deadline: 21 days following customer notification
• After this period: fees may apply or the item may be returned at the customer's expense
7. General Conditions
• Products damaged after purchase are not eligible for refund
• Normal wear and tear is not covered
• Missing accessories may affect the credit value
• Any claim must be made within 30 days
8. Contact
sosoutils@outlook.fr - (819) 563-2036
4630 boulevard Industriel, Sherbrooke, QC
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U.S. Orders — Shipping, Duties and Import Fees
For orders shipped to the United States, our free shipping promotion on orders over $120 does not apply. Shipping fees are calculated at checkout based on the destination, package weight, dimensions and carrier rates. Import duties, customs fees, brokerage fees, taxes and any other import-related charges are not included in the product price or shipping price paid at checkout. These charges, if applicable, are the customer’s responsibility and may be collected by the carrier, customs broker or U.S. customs before or upon delivery.