Return Policy
At Toolguy, a brand owned and operated by ToolGuy Retail Limited, we understand that professional tools are a significant investment. We are dedicated to ensuring that every customer is satisfied with their purchase. If a product does not meet your expectations, our comprehensive return and refund process is designed to be as transparent and efficient as possible.
1. Return Window
We provide a standard 30-day return window. This period begins from the date the carrier marks your order as "Delivered." To be eligible for a refund, you must initiate the contact and be available for return parcel pickup from our courier within this 30-day timeframe. Requests made after 30 days will unfortunately not be accepted.
2. Return Eligibility Requirements
To maintain the quality of our inventory, items must meet strict eligibility criteria:
- Condition: The tool must be in its original, unused, and "as-new" condition.
- Packaging: All original packaging, including the box, plastic inserts, and protective foam, must be returned intact.
- Documentation: All original user manuals, warranty cards, and safety guides must be included.
- Accessories: Any included accessories, such as drill bits, batteries, or chargers, must be returned with the main unit.
3. No Restocking Fee
We believe in transparent pricing. Unlike many industrial suppliers, Toolguy does not charge a restocking fee for items returned within the 30-day window that meet our eligibility requirements. You will receive the full value of the product back to your original payment method.
4. Return Shipping Costs
- Customer Remorse: If you choose to return an item because you no longer need it, changed your mind, or ordered the wrong specifications, you are responsible for the direct cost of return shipping.
- Defective or Error-Based Returns: If we sent the wrong item or if the product arrived damaged, Toolguy will provide a prepaid return label or arrange for a courier collection at no cost to you.
5. How to Initiate a Return
To ensure your return is tracked and processed correctly, please follow this protocol:
- Email Us: Send an email to sales@toolguy.ie with the subject line "Return Request: Order #[Your Order Number]."
- Provide Details: Briefly explain the reason for the return and attach photos of the item and its packaging.
- Authorization: Once approved, we will issue you with time / day of when the return will be lifted by our courier.
6. Exchange Policy
We do not offer automated exchanges. To receive a different item, please return the original product for a refund and place a new order on our website. This ensures the fastest processing and allows you to secure the desired item while it is still in stock.
7. Refund Processing Time and Method
- Inspection Period: Once your return arrives at our Kilkenny warehouse, our technical team will inspect the item within 3 business days (Mon to Fri) to verify its condition.
- Approval Notification: We will send you an email confirming whether your refund has been approved or rejected.
- Refund Issuance: Approved refunds are processed immediately back to your original payment method (Visa, Mastercard, Amex, or Discover).
- Timeline: While we issue the refund quickly, it typically takes 10 business days (Monday-Friday) for the funds to appear in your account, depending on your bank's processing time.
8. Damaged, Defective, Incorrect, or Missing Items
Your satisfaction is our priority. If your order arrives with issues, you must notify us within 48 hours of delivery.
- Damaged: If the box is visibly damaged upon delivery, please note this with the courier or refuse the delivery.
- Defective: If the tool fails to operate out of the box, we will provide a replacement or full refund.
- Incorrect/Missing: If an item is missing from your shipment, we will expedite the missing part or product to you immediately.
9. Order Cancellation Policy
You have a 24-hour window to cancel your order after placement. If you request a cancellation after 24 hours, the order may have already been processed or dispatched from our Kilkenny facility. In such cases, you must wait for the delivery and then follow our standard return process.
10. Lost Parcel Policy
In the rare event that a package is lost in transit, we will take full responsibility. If your tracking information has not updated for more than 5 business days (Mon to Fri), please contact us. We will coordinate with the courier to locate the parcel or issue a full replacement/refund if the item is confirmed lost.
11. Lost or Missing Returns
The customer is responsible for the return shipment until it reaches our warehouse. We strongly advise using a trackable shipping service and purchasing shipping insurance. Toolguy cannot issue refunds for items that are lost or damaged while being returned to us by the customer.
12. Late or Missing Refunds
If you have not seen your refund after 10 business days:
- Check your bank or credit card statement again.
- Contact your financial institution, as there is often a "pending" period before the refund is finalized.
- If you have completed these steps and still have no record of the refund, please contact sales@toolguy.ie
13. Items Returned Without Approval
Returns sent to us without prior approval will be rejected. These items will be held for 14 days, during which time the customer may arrange for their collection at their own expense. After 14 days, unauthorized returns may be disposed of.
14. Customer Responsibilities
- Provide accurate shipping and contact information.
- Inspect all goods within 48 hours of receipt.
- Ensure returned items are packaged securely to prevent damage during transit.
15. Our Responsibilities to You
- To provide clear, honest, and timely communication regarding your order and return.
- To process refunds within the promised 10 business-day (Mon to Fri) window after approval.
- To ensure all tools are described accurately on our website to minimize the need for returns.
16. Accepted Return Methods
We accept returns sent by DPD. We do not accept in-person returns at our warehouse facility for security and safety reasons.
17. Policy Abuse Prevention, Fraud, and Safety
To keep our prices competitive, we actively monitor for return abuse. This includes "wardrobing" (buying a tool for a one-time job and returning it) or returning items that have been swapped for older, used versions. We reserve the right to refuse service and refunds to any individual identified as engaging in fraudulent activity.
18. Policy Updates
Toolguy reserves the right to modify this Return & Refund Policy at any time to reflect changes in our business or legal requirements. Any updates will be published immediately on this page.