At Toolguy, operated by ToolGuy Retail Limited, we strive to process and deliver your orders as quickly as possible. We understand that circumstances may change, and you may need to cancel an order. This policy outlines the conditions and procedures for order cancellations.
1. Cancellation Window
You may cancel your order free of charge at any time before the order has been dispatched from our warehouse. We typically process and dispatch orders within 24 hours. To ensure your cancellation is successful, please contact us as soon as possible after placing your order.
2. How to Request a Cancellation
To cancel an order, please contact our customer support team using one of the following methods:
- Email: Send an email to sales@toolguy.ie with the subject line "Order Cancellation—[Your Order Number]."
- Phone: Call us directly at +353 87 442 8593 for immediate assistance.
3. Cancellations After Dispatch
Once an order has been handed over to our courier partners (dispatched), it can no longer be cancelled. In this instance, you must receive the delivery and then follow our Return & Refund Policy to return the item for a refund. Please note that original shipping fees are non-refundable for orders cancelled after dispatch.
4. Cancellation Fees
There are no restocking fees or administrative penalties for cancelling an order before it ships. You will receive a full 100% refund of the total amount paid.
5. Refund Process
Once your cancellation request is approved:
- Refund Method: The total amount will be credited back to your original payment method (Visa, Mastercard, American Express, or Discover).
- Processing Time: While we issue refunds immediately upon approval, it may take 10 business days for the transaction to appear on your bank statement, depending on your card issuer.
6. Cancellations by Toolguy
We reserve the right to cancel an order under specific circumstances, including but not limited to:
- Items are out of stock or discontinued.
- Suspected fraudulent activity or security flags from our payment processor.
- Pricing errors or significant inaccuracies in product descriptions. In such cases, you will be notified immediately, and a full refund will be issued.