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 a genuine defect.
We reserve the right to cancel and refund an order in case of a major issue, while notifying the customer.
3. Warranty – In-store Purchases
In-store, our tools are guaranteed for:
• 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 genuine 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 covered by SOS Surplus d’Outils Spécialistes
• No restocking fees apply
• After inspection, resolution is carried out in the following order:
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 and 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 used abusively
• All accessories and parts must be included
• Return shipping costs are the customer's responsibility
• A 10% restocking fee applies
• An equivalent store credit will be issued
• No cash refunds are offered for non-defective returns
4.3 Products ineligible 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 should be sent to sosoutils@outlook.fr with a description of the problem and a photo or video.
Here is a clearer version, separated into two sections as requested:
6. Repair Policy
S.O.S Tools 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
• Estimate 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
• Estimate fee 100% credited if the tool is repaired
• No charge if the tool is irreparable
Deadlines
• Estimate: 2 to 4 business days
• Repair: variable depending on complexity and parts
Unclaimed Items
• Deadline: 21 days following notice to the customer
• 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 credit value
• All claims must be made within 30 days
8. Contact
sosoutils@outlook.fr - (819) 563-2036
4630 boulevard Industriel, Sherbrooke, QC