Return & Refund Policy

Effective Date: 1 January 2025

Operated by VS Enterprises

Website: www.toolswarehouse.in

At Tools Warehouse, we believe in keeping things simple and transparent for our customers. Our policies are designed to ensure a fair and hassle-free shopping experience. This policy complies with all applicable Indian consumer protection laws and Google Merchant Center requirements.

1. Return Window

We accept returns within 7 days from the date of delivery (as confirmed by courier tracking) for all eligible products. This return window gives you adequate time to inspect your purchase and ensure it meets your expectations.

2. Eligible Reasons for Returns

We accept returns for the following reasons:

• Quality Issues: Product received in damaged, defective, or malfunctioning condition; manufacturing defects; product missing parts, accessories, or manuals; or product not functioning as described
• Order Errors: Wrong product delivered (different from what you ordered); incorrect size, model, color, or specifications; or quantity mismatch
• Description Mismatch: Product does not match the description, images, or specifications listed on our website; or product features differ from what was advertised
• Change of Mind: You are not satisfied with your purchase (buyer's remorse); you found a better alternative; or product does not meet your requirements or expectations

3. Return Eligibility Criteria

To qualify for a return, products must meet the following conditions:

• Product Condition: Item must be unused and in resalable condition (except for defective/damaged items); original packaging intact with all tags, labels, and seals; all accessories, manuals, warranty cards, and free gifts included; product should not show signs of wear, installation, or modification
• Documentation: Original invoice or order confirmation email; product serial number/barcode intact and readable; proof of delivery (courier receipt or tracking confirmation)
• Timeline: Return request must be initiated within 7 days of delivery; for defective products, notify us immediately upon discovery, preferably within 48 hours for faster resolution

4. Refunds

We are committed to processing refunds quickly and transparently:

• Refund Initiation: Once you submit a return request, we will review and approve it within 2 business days. After approval, you will receive return shipping instructions via email
• Product Inspection: Upon receiving your returned product at our facility, we inspect it within 2 business days to verify product condition, completeness, and eligibility criteria
• Refund Processing: Refund initiated within 2 business days of successful inspection; refund credited to your original payment method within 5-7 business days after initiation; total refund timeline: approximately 10-14 business days from return pickup
• Refund Amount: Full product price refunded for eligible returns; original shipping charges refunded only if the return is due to our error (wrong/defective product); return shipping costs are free for defective/incorrect products; customer bears cost for other returns
• Refund Confirmation: You will receive an email confirmation once refund is processed; bank processing times vary by payment provider (credit cards may take 5-7 additional business days)

Refunds will be made to the original mode of payment (UPI, credit/debit card, net banking, or digital wallet). Depending on your bank or payment provider, the amount may take additional time to reflect in your account. If a replacement is not available, a refund will be issued instead.

5. Exchanges

We offer product exchanges within 7 days of delivery for the following reasons:

• Exchange Eligibility: Wrong product delivered by us; defective or damaged product received; size, model, color, or specification mismatch; change of mind (subject to product availability and condition)
• Exchange Timeline: Contact us within 7 days of delivery to initiate exchange; we arrange product pickup at your location (free for defective/incorrect items); replacement dispatched within 3-5 business days after receiving returned product; total exchange timeline: approximately 10-14 business days
• Stock Availability: Exchanges are subject to stock availability of the replacement product. If replacement unavailable, we will offer: full refund to original payment method, exchange for an equivalent alternative product, or store credit valid for 90 days
• Exchange Shipping: Free pickup and delivery for exchanges due to our error or defective products. For change-of-mind exchanges, you may bear return shipping costs as applicable

6. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange:

• Time-Sensitive Returns: Return requests made after 7 days from delivery date
• Damage Due to Misuse: Products damaged due to improper use, negligence, or accidents; items showing signs of wear and tear beyond normal inspection; products damaged during customer installation or modification
• Missing Components: Products returned without original packaging, accessories, manuals, or tags; incomplete sets or missing parts (unless defective from our side)
• Customized/Personalized Products: Made-to-order items customized per your specifications; products with personalized engraving, branding, or modifications; special order items imported specifically for your order
• Incorrect Customer Orders: Products ordered incorrectly by the customer (wrong specifications selected at checkout); items purchased in error without verifying compatibility
• Hygiene/Safety Items: Products marked as "non-returnable" on the product page due to hygiene or safety reasons; consumables, chemicals, or products with broken safety seals

7. Order Cancellations

Before Dispatch: Orders can be cancelled before dispatch for a full refund. Full refund including shipping charges processed within 5-7 business days. Contact us immediately at customercare@toolswarehouse.in or +91 79959 69222.

After Dispatch: If the order has already been shipped, cancellation is not possible. You may refuse delivery when courier attempts delivery (product returns to us automatically), or accept delivery and initiate return within 7 days as per this policy.

Cancellation Confirmation: You will receive email confirmation of cancellation within 2 hours. Refund initiated within 2 business days of cancellation.

Cancellation requests must be made via email at customercare@toolswarehouse.in or WhatsApp at +91 79959 69222 before shipment confirmation.

8. Damaged or Defective Products

Inspection at Delivery: Inspect your package immediately upon delivery. Check for visible external damage to the shipping box. You have the right to refuse delivery if packaging appears severely damaged.

Report Damage Immediately: If you notice damage or defects after opening, contact us within 48 hours of delivery. Provide clear photos/videos showing: damaged packaging, product defect or damage, all angles of the issue, and serial number/product label.

Priority Processing: Damage/defect claims are prioritized for faster resolution. We may approve immediate replacement shipment before receiving the return (in verified cases). Zero cost to customer for return shipping and replacement.

9. Manufacturer Warranties

All products sold on Tools Warehouse come with manufacturer warranties as specified on individual product pages and warranty cards. Warranty duration and coverage vary by brand and product category (typically ranging from 6 months to 5 years).

Important: Tools Warehouse is an authorized retailer. All warranty claims must be processed directly with the respective brand/manufacturer, not through us.

How to Claim Warranty:

• Contact the brand's customer service directly (contact details provided on the product warranty card or brand's official website)
• Provide your purchase invoice (available in your order confirmation email or Tools Warehouse account) as proof of purchase
• Follow the manufacturer's warranty claim process, which may include visiting authorized service centers or shipping the product to the brand
• Keep your original packaging, warranty card, and purchase invoice safe for warranty claims

Our Role: We can provide you with the original purchase invoice and product documentation needed for warranty claims. However, warranty service, repairs, and replacements are handled exclusively by the respective brand manufacturers.

Warranty Exclusions (Brand-Specific): Most manufacturer warranties do not cover physical damage, misuse, unauthorized repairs, normal wear and tear, or consumable parts (batteries, bulbs). Refer to your product's warranty card for specific terms and conditions.

Note: Our 7-day return policy is separate from manufacturer warranties. If a product develops defects within 7 days of delivery, you may return it to us for refund/exchange. After 7 days, warranty claims must be directed to the brand manufacturer.

10. Steps to Raise a Return/Exchange Request

1. Contact Us: Within 7 days of delivery at customercare@toolswarehouse.in or WhatsApp +91 79959 69222
2. Provide Order Details: Your order ID/invoice number, product name and SKU, reason for return/exchange (select from eligible reasons), and preferred resolution (refund or exchange)
3. Submit Evidence: Share clear photos/videos (if applicable) showing defective or damaged products, packaging condition, close-up of any defects or damages, and courier delivery receipt showing delivery date
4. Return Approval: We review your request within 2 business days. You receive return authorization and shipping instructions via email. Return label provided for free (for defective/incorrect items) or instructions for courier pickup
5. Pack the Product: Pack product securely in its original packaging with all accessories, manuals, and tags. Use additional protective packaging if original box is damaged. Attach return authorization label provided by us. Do not write or tape directly on product packaging
6. Pickup/Shipment: For defective/incorrect items, we arrange courier pickup at your address within 2-3 business days (free). For other returns, you may ship via any courier of your choice and share tracking details with us
7. Track Return: Use tracking number provided to monitor return shipment. We notify you via email once we receive your return
8. Refund/Replacement: Inspection completed within 2 business days of receiving product. Refund processed or replacement dispatched immediately after approval

11. Need Help?

For any questions, concerns, or to initiate a return/exchange:

🕓Business Hours: Monday – Friday, 10 AM – 7 PM IST

📧 customercare@toolswarehouse.in

📞 +91 79959 69222 (Call or WhatsApp)

📍VS Enterprises, Kakinada, Andhra Pradesh, India

Response Time: Within 2 business days for all return requests