If your product arrived damaged, please contact the carrier that delivered your package(s) within 24 hours of receipt and report the damage. Toolots cannot accept responsibility for damage incurred after a customer has signed for delivered products.
Return Policy for Factory-Shipped Products:
Return policies vary and are determined by the seller, including timeframes in which a return is accepted. If you have concerns regarding the specific return policy for a product, please contact us directly to get more detailed information.
Typically, factory-shipped products must be unused or defective to be eligible for return or exchange (shipping fees may be assessed to the customer, depending on the manufacturer). Damage due to shipping is not common, but if it occurs, the manufacturer will follow their specific policy to resolve the situation, which can vary from service/repair, shipping of replacement parts, and/or discounts to keep the damaged products. Toolots provides reassurances to ensure customer satisfaction with their order, on top of the manufacturer’s policies.
Factory-shipped products may be subject to a restocking fee (this applies to most products, though the fee will vary between manufacturers).
Factory-shipped products require approval from the manufacturer and a Toolots Return Specialist and are not to be returned directly to Toolots. Returned factory-shipped products must be returned to the factory that sent them and require a Return Authorization from Toolots. Please contact us directly to receive complete a Return Authorization.
Refunds are for the cost of the product ONLY. Shipping will not be reimbursed, and return shipping will not be covered. It is the customer’s responsibility to palletize/crate, strap, wrap, and/or box their product(s) for return shipment and pay any associated fees.
For Internationally-Consigned Products Shipped Toolots Direct:
Toolots offers a 14-day return or exchange on any qualifying product from our store.
Please read this entire Return Policy for specific requirements and eligibility.
(RA) Return Authorization:
Prior to returning any product, you must speak with a Returns Specialist at Toolots to create a Return Authorization (RA). You may contact them via e-mail at firstname.lastname@example.org or call (844) 866-5687 and press 3 for Returns.
All packages being returned must have a valid RA# written on the outside. Any packages received without and RA will be refused and returned to the customer at customer's expense. (See Shipping & Handling Fees, below.) Products are eligible for refund within our 14-Day return period. (See 14-Day Return Period, below.)
Exchanges / Store Credit
Exchanges are allowed within 14 days from the time the product was delivered. (See 14-Day Return Period, below.)
If you purchased an incorrect item, you no longer need such item, or the product is not what you intended to order, etc. you may return it to us in its original (unopened/unused) condition for exchange, however please be advised that a 20% re-stocking fee will apply. If the item you wish to exchange it for is of a higher value, you will be refunded for the original purchase and will need to place a separate order for the new product(s).
If you opted for an exchange of a defective product, please contact the Returns Department to create an RA and place a replacement order. Once the product is received and inspected, and if found to be in compliance with this Return Policy, we will immediately send you a replacement product free of charge.
Note: If you received a defective product and require a replacement product urgently (before we receive your defective product), you will need to place a new order for that item. Once the original defective product is received, a full refund will be issued back to the method of payment provide on the original order (See Return of Defective Products, below.)
If you wish to cancel an order, you will need to Contact Us immediately to process your request. If your order has already shipped, you will need to request an RA to return the order and you will be responsible for any shipping fees, and a restocking fee. (See Shipping & Handling Fees, below.)
Return Requirements & Procedures
Customer must re-crate/box/palletize returned products and all returned products must be accompanied with its original packaging, and include all accessories, components/parts, and documentation. Not returning all accessories or components, will result in a fee, to be determined by Toolots at their sole discretion, which shall be equal to the value of the missing components of the returned item, including without limitation, including liquids, such as oils and lubricants, fasteners, and bearings. Customers must clean and/or remove materials used on returned products. Toolots in its sole discretion may refuse to accept returned items that have not been cleaned by Customer prior to return, or charge a fee for cleaning and/or removal of materials that may have been used on or in the returned item. Fees for missing components and cleaning or removal of materials from returned items will be deducted from any refund due to customer. When returning a product that may leak during transit, customers are responsible to ensure proper packaging and sealing to avoid any spill that may affect any other parts.
Once the product arrives at our warehouse, it will be inspected and weighed as part of our return procedure. Products that have been modified, altered, tampered with, or misused in any way may result in refund denial. Products that are claimed faulty during the return process and are found to be fully operational during our inspection may result in refund denial and may be sent back to the customer at customer's expense. (See Shipping & Handling Fees, below).
14 Day Return Period*
A product may be returned for refund or exchange within 14 calendar days from the date it was delivered. Any product received after 14 calendar days will not be accepted and it will be returned to the customer at customer's expense. *This 14 day return period will be subject to the manufacturer’s return policy if such policy is less than 14 days.
Shipping & Handling Fees
All products returned for a refund, where shipping is the responsibility of the customer, must be shipped by the customer via customer's preferred shipping method; however, Toolots can provide shipping services at the customer’s expense. We recommend using the most economical shipping method that can provide proof of delivery to confirm receipt on our end. Toolots is not responsible for returned products lost in transit. We recommend adding tracking to your return to confirm receipt. Retain all tracking information as it will be used in the event that your package never reaches us.
Except for the return of items shipped in error by Toolots and defective products returned within the 14-day return period (as noted below), all shipping, handling, and insurance charges are additional charges to customers and non-refundable. If the wrong product was shipped to you, please contact us immediately to correct the error.
Occasionally, an order will leave our warehouse but is not able to be delivered to the customer by the requested shipping carrier. Please note that shipping accuracy is solely your responsibility. The delivery address must be accurate, and suitable for receiving packages from the carrier. In the event that a package is returned to us by the shipping carrier, re-shipment will proceed at your expense. If an unopened shipper-returned order is cancelled by you, a refund can be processed to the original form of payment, but shipping fees will be deducted from the order total. (See Shipping & Handling Fees, above.)
IMPORTANT: UPS or FedEx cannot deliver to any Post Office Box or other unattended address. Under certain circumstances at our discretion, we may use UPS or FedEx for Ground Delivery if the shipping address is not properly labeled as "P.O. Box".
Refund Processing Time
Once the returned product is received at our warehouse, it will normally take between 1-2 weeks for the refund to be issued. When completed, an email will be automatically sent to you with the refund amount and refund ID. Typically, refunds will be paid to your original form of payment. For orders that have been paid for by check, money order or cash, and where customer would like a refund and is qualified for a refund per the terms of this Return Policy, Toolots will issue a check for the refund to the Customer.
Return of Defective Products
In the event that Toolots receives a product that you claim is defective and we confirm the defect upon our receipt of the product, then in our sole discretion, we will remove any charges for the product from your credit card with no additional fees to you, or repair and send back to you, or replace and send to you, at no charge, so long as the returned product’s defect is not the result of misuse, customer modification/alterations, or use other than as intended. Repairs or replacements may include new or refurbished replacement parts, at our discretion, but the Toolots Warranty will remain valid. Refunds, repair, and replacements will occur within a timeframe to be determined by Toolots in its sole discretion. Restocking fees will not apply to defective products returned within the14-day return period.
If we determine, in our sole discretion, that the returned product is not defective, then we reserve the right to charge for any return shipping costs we have incurred and a 20% restocking fee, but will remove the charges for the product from your credit card, minus restocking fee, shipping fees, and any additional fees as described in “Return Requirements and Procedures” above.
If prior to the return of an item, you would like to attempt a product diagnosis or repair, you have the option of contacting Toolots for assistance via telephone, e-mail or other modes of communication. In the event that you request such assistance from Toolots and are provided with any information or assistance from Toolots, you agree that any attempt to self-diagnose or self-repair any product purchased through Toolots, whether with off-site assistance from Toolots or not, shall be performed at your own risk. Toolots will have no liability, responsibility, or obligation for any misdiagnosis, failure to repair, equipment or product breakage, or other related damages, whether such damages directly or indirectly arise from any information or assistance provided by Toolots. Toolots will also have no liability in the event of an injury or death resulting in self repair, whether Toolots guided or otherwise.
All product sold by Toolots that require customer modifications or auxiliary equipment additions are the sole responsibilities of the customer. Toolots is not liable for costs of additional modifications or auxiliary equipment, any damage to the product arising from the modifications or addition to the product, or for any losses to persons or property arising from the modification or addition to the product by the Customer.