TengTools lifetime guarantee

All our tools meet – or exceed – the demands in ISO, DIN and other international standards. As an extra security for you, our tools are offered with a guarantee against material and manufacturing defects during the normal lifetime of the product in question. Defective products covered by the guarantee will be repaired or replaced.

* Defects or performance issues caused by accidents, not approved modifications, misuse, normal wear & tear or lack of proper care are excluded. A guarantee claim requires the submission or shipment of the complete product to the retailer or distributor along with a receipt or invoice validating the purchase date and the product designation. Returned products are first managed by the distributor network, entrusted with applying TengTools’ warranty and replacing items on stock. Replacement or repair of the product will be carried out as quickly as possible.

EXCEPTIONS

All TengTools tool storage (by registration) and all tools except air tools are covered by the lifetime guarantee. For air tools the right to complaint according to local sales laws applies.

Packaging, cases and plastic boxes are not covered by the guarantee.

General recommendations

How do you handle guarantee claims in the best way? Routinely exchanging a tool without any follow-up questions can, in the worst case, seem unprofessional and negatively affect the mechanics' trust in the retailer.

Investigate and explain your decision

It is important that the customer feels they have been treated fairly. To achieve this, you should conduct a simple investigation of the case at hand. Ask questions about how and when the damage occurred and examine the tool. This will enable you to more easily assess whether the case is covered by the lifetime warranty or not. Use the recommendations in this folder as support. If the tool has been misused, take the opportunity to guide the customer correctly. Explain your decision to the customer so that they understand the terms.

INITIAL ASSESSMENT

Neglect – NO GUARANTEE

All tools with moving parts require certain care. Without this, their lifespan is reduced. This care includes washing the tools clean periodically and blowing them out with compressed air, followed by lubrication with a few drops of oil. It also encompasses maintaining all screws tightened as part of tool maintenance.

Worn out tool – NO GUARANTEE

The estimated lifespan varies greatly between different types of tools. For instance, a knife will become dull sooner than a socket wears out. Here one must rely on the observation of the tool and common sense. In assessing whether a tool is worn out due to normal wear, one should consider the general condition of the product (how much is it used?) Only lightly used tools should be treated as a warranty case.

GUARANTEE CASE OR NOT?

Overloading of tightening tools – NO GUARANTEE

The deciding factor here is the torque. TengTools sockets and other tightening tools are manufactured to meet the high demands of international standards such as DIN, ISO, and ANSI. These standards also govern the tensile strength requirements of the fasteners. When a warranty claim is made for a broken standard 3/8” 19 mm socket, one must remember that the socket is made to tighten and loosen nuts and bolts of 19 mm.
In this case a bolt (grade 8.8) with a 19 mm head is intended to be tightened with a torque of 81 Nm according to the ISO standard. TengTools' 19 mm sockets are designed to withstand more than twice as much, more than 200 Nm. This is significantly more torque than the bolt is designed for – you risk damaging the bolt. Under such extreme conditions, the user should consider whether to use heat and/or lubricant to loosen the bolt instead of simply applying more force.

Breakage caused by material defects – GUARANTEE

Material defects are very rare and if present, are typically discovered during the initial period of use. If the tool breaks after being used for several weeks, it is not due to a material defect. If there is a material defect, a colour difference or different crystal patterns can be observed where the break starts. When examining the fracture surface, it can be seen with the naked eye or with a magnifying glass. Although this is a very rare issue, it should not be confused with overload.

TOOL STORAGE

Toolboxes, cabinets, workbenches

Some assembly may be necessary; ensure that it is done professionally. Poor assembly can significantly affect the lifespan. No guarantee. Slides need to be periodically lubricated to ensure a smooth operation and prolong its lifetime. It is part of tool maintenance to keep the slides lubricated (see "Neglect – no guarantee"). Toolboxes rolled over uneven surfaces, thresholds or dropped from a height can damage and bend the casters. No guarantee. All safety instructions must be followed (see the document "Tool Storage Instructions" which is included with the tool storage) failed to do so – no guarantee.

In the assessment, consider the general condition and age of the product; only lightly used products should be considered for a warranty case.

SOCKETS & ACCESSORIES

Standard sockets

The lifetime guarantee does not apply if the socket has broken when used with an impact wrench. This can be easily seen by checking the internal square hole; if there are indentation marks in the corners, the guarantee does not apply. If the 6- or 12-point side has burst, the socket must be examined. If the socket is worn, it tends to rotate at higher torques. In assessing whether a tool is worn due to normal wear, one should consider the general condition and age of the tool. Only lightly used sockets should be handled as a warranty case (see "Worn out tool").

Impact sockets

The impact sockets – are designed for being used with an impact wrench, air tools or power tools. Therefore, these impact sockets are particularly suitable for tire service shops. If an impact socket has been used for a higher torque than recommended, the lifetime guarantee does not apply. If the 6-point side has burst, the condition of the socket must be examined. If the socket is worn, it tends to rotate at higher torques. In the assessment of a tool being worn due to normal wear, one should consider the general condition and age of the tool. Only lightly used tools should be considered for a warranty case (see "Worn out tool"). It is extremely rare for material defects to occur, and if they do, they are always detected during the initial period of use of the tool. If the impact socket breaks after being used for several weeks, it is not a material defect.

Bit sockets

Always use bit sockets made of chrome molybdenum when using impact wrenches. Be cautious with impact wrenches that have high torque. These new tools can reach high speeds, and when the screw stops, the dynamic torque may be too great for both the bits and screw heads. The lifetime guarantee does not apply if a standard bit socket made of chrome vanadium has been used with an impact wrench. This can be easily seen by checking the internal square hole; if there are indentation marks in the corners, the guarantee does not apply. Only lightly used sockets should be considered for a warranty case (see "Worn out tool").

Flex handles

If there are marks on the handle that show the user has extended the tool with a pipe or something similar, this is incorrect use, i.e., no guarantee. Breakages in the U-section at the joint can be due to repeated high stress or material defects. Repeated high stresses will eventually wear out the material. In the assessment, consider the general condition and age of the spanner; only lightly used tools should be seen as a warranty case. For normal wear, the lifetime warranty does not apply (see "Worn out tool"). Material defects are rare and, if present, occur during the initial period of use of the tool. The guarantee applies.

T-handles, extension bars, and universal joints

The sizing of the tools is well balanced in relation to the maximum torque they are designed to handle. A breakage or bending of a fixed or swivel T-handle, an extension bar, or a universal joint is due to overloading. If there are marks on a tool that show the user has extended the tool with a pipe or something similar, this is incorrect use. Incorrect use is not covered by the guarantee. The lifetime guarantee does not apply if chrome vanadium extension bars and universal joints are broken when used with an impact wrench. This can be easily seen by checking the internal square hole; if there are indentation marks in the corners, the guarantee does not apply. Material defects are rare and, if present, occur during the initial period of use of the tool. The guarantee applies.

Ratchets

If there are marks on the handle that show the user has extended the tool with a pipe or something similar, this is incorrect use, i.e., no guarantee. If the square drive has broken off at the base, the guarantee applies. However, if the square drive breaks off at the ball, it indicates that the ratchet spanner was not fully inserted into the socket tool during use. Incorrect usage, no guarantee. If screws become loose and parts fall off, it is no reason for guarantee. It is part of tool maintenance to keep the screws tightened (see "Neglect – no guarantee").

Torque wrenches

A torque wrench is a precision tool that should only be used for controlled tightening. It is not a general-purpose wrench to be used to loosen joints or to be used for higher torque than intended. Ensure the torque wrench is dry, lubricated, and set to the lowest torque setting when not in use. This maintains the precision of the torque wrench for a longer period. A torque wrench must be checked for conformance regularly. We recommend a check once a year or after 5,000 "clicks". Check for conformance can be done with TengTools torque testers, given the torque tester has a valid certificate. A calibration is only done by certified testing companies, not by TengTools. All torque wrenches are delivered with a unique declaration of conformance that confirms compliance with the relevant standard. Guarantee claims are accepted according to the same criteria as for ratchets.

SPANNER & WRENCHES

Ring/combination spanners

A broken ring spanner often results from hammering on one end to loosen a nut or bolt that is stuck. Improper use is not covered by the guarantee. Damaged chrome surfaces are only accepted if the spanner has not been hammered or ground. If the ring spanner has broken despite correct use, examine the break point (see "Breakage caused by material defects"). If it is a material defect, the guarantee applies.

Shaft of a spanner

A bent shaft or cracked U-section is not a warranty case. To bend the shaft or crack the U-section, the spanner must have been subjected to more than normal hand force.

Flex wrenches

A flex wrench is designed to increase accessibility in tight spaces. With its thin twelve-point sockets and short handle, it requires minimal movement. As the sockets are thin to increase access, there has been a compromise on torque requirements - according to international standards. This makes flex wrenches less suitable for loosening very tight or seized bolts.

Sockets of flex wrenches

There is a risk that the socket can be overloaded due to its thinness. Despite suspicions of overload, this should not immediately be considered incorrect use. In the assessment,consider the general condition and age of the spanner; only lightly used spanners should be seen as a warranty case.

Screws of the flex wrenches

If a screw has come loose, the lifetime warranty does not apply. It is part of tool maintenance to keep the screws tightened (see "Neglect – no guarantee").

Adjustable spanners

If the adjustment screw is stiff, it needs lubrication. No guarantee. Damage that may occur as a result of the spanner being subjected to impact or used without being properly adjusted for a nut or bolt head. No guarantee.

Ratcheting spanners

A ratcheting spanner contains several moving parts and therefore needs to be cleaned and lubricated to avoid functional issues (see "Neglect – no guarantee"). The tool's sizing is well balanced in relation to the maximum torque it is intended to handle. If the ratchet mechanism is clean and lubricated and the mechanism still malfunctions, the lifetime guarantee applies. If there are marks on the tool that show the user has extended the tool with a pipe or similar, this is incorrect usage. Incorrect usage is not covered by the guarantee. If the tool has been subjected to impact, this is incorrect usage. Incorrect usage is not covered by the guarantee.

SCREWDRIVERS

When a screwdriver is used in conjunction with a hammer, only screwdrivers with a power through blade should be used. Standard handles are not intended to be struck. If a standard handle has hammer marks, this is incorrect usage, i.e., no guarantee.

Often screwdrivers are also used for purposes other than screwing in screws: as pry bars, chisels, or scrapers. A screwdriver with a bent blade has not been used for screwing but as a pry bar. Incorrect usage, no guarantee.

If a screwdriver has a broken or bent tip, it likely means that the screwdriver's size or model is not correct for the screw.

If a small flathead screwdriver is used in a too-large screw slot, the corners of the blade are overstressed, and the blade is damaged, forming an "S" shape. No guarantee.

If a Phillips blade is used on a Pozidriv head, the blade will be damaged because it does not fully fit into the screw head. The damage is only visible on parts of the blade because the entire blade does not fit the screw head. Incorrect usage, no guarantee.

Similarly, a Pozidriv blade fits poorly into a Phillips screw. The damage is only visible on parts of the blade because the entire blade does not fit the screw head. Incorrect usage, no guarantee.

Using a tip of the wrong size – Phillips 1 for a size 2 screw head – is naturally not good for the tool. The damage is only visible on parts of the blade because the entire blade does not fit the screw head. Incorrect usage, no guarantee.

Only lightly used screwdrivers should be considered for a warranty case (see "Worn out tool").

BITS

In most cases, bits have been used under incorrect conditions, Pozidriv where it should be Phillips and vice versa (see "Screwdrivers"). There is also a growing problem with electric screwdrivers that have high torque. These new tools can reach high speeds, and when the screw stops, the dynamic torque can damage both bits and screw heads. The built-in torque brake of the screwdriver does not regulate the power quickly enough if the machine is running at full speed. Incorrect usage, guarantee. For this application, impact bits should be used instead.

Bits are considered to be consumable products with a low estimated lifetime.

HEX & TX KEYS

The sizing of the tools is well balanced in relation to the maximum torque they are designed to handle. A breakage or bending of a hex or TX key is due to overloading. In assessing whether a tool is worn due to normal wear, one should consider the general condition and age of the tool.

Only lightly used hex and TX keys should be handled as a warranty case (see "Worn out tool").

PLIERS

TengTools side cutting pliers have sharp cutting edges designed to cut materials like copper and thin steel wire. Bolt cutters have flat or rounded cutting edges designed to cut materials like thick steel wire, nails, and bolts. If a pair of side cutting pliers has damaged cutting edges, the edge should be examined carefully. Attempting to cut very hard steel wire that is too thick in diameter will crush the edge. Incorrect usage, no guarantee.

If a break occurs in the joint, jaws, or handles, it may be due to material defects: In the assessment, one should consider the general condition and age of the pliers; only lightly used pliers should be considered for a warranty case (see "Breakage caused by material defects").

INSULATED TOOLS

All TengTools insulated tools have been individual tested and certified. Most of TengTools insulated tools have a double-coloured insulation, if the top red layer is damage and the yellow core layer is visible, the tool is no longer safe to use. The same applies for tools with single-coloured insulation. This is a case of normal wear and tear – no guarantee (see "Worn out tool").

PULLERS

Pullers should only be used with manually operated pulling shafts or ratchets. Check the hex head for marks from striking tools. A striking tool leaves clear deformations on the head. Incorrect usage, no guarantee.

If the central screw's threads are damaged, it is because the screw has not been lubricated, leading to galling. All tools with moving parts need to be cleaned and lubricated to avoid functional problems (see "Neglect = no guarantee").

If an arm breaks despite correct usage, it may be due to a material defect.

Only lightly used tools should be considered for a warranty case (see "Breakage caused by material defects").

SERVICE TOOLS

Hammers, chisels, punches

A striking tool ages quickly with frequent use (see "Worn out tool"). Therefore, consider the general condition and age of the tool for the following examples. The lifetime guarantee does not apply to normal wear.

Hammers: the guarantee applies if the handle is loose.

Punches: the guarantee applies if chips have come off the striking surface.

Chisels: the guarantee applies if chips have come off the edge or the striking surface.

Chisels and punches: no guarantee if the edge is worn/dull.

Only lightly used tools should be considered for a warranty case (see "Worn out tool").