Refund policy

At Tools House US, customer satisfaction is important to us. We want you to feel confident when purchasing from our store. If you experience an issue with your order, our customer support team is available to help with returns, exchanges, refunds, and product-related concerns.

1. Return Eligibility

Customers may request a return within 30 calendar days of receiving their order.

To be eligible for a return, the item should:

Be in its original condition.
Not have been unnecessarily used, modified, or damaged after delivery.
Include its original packaging and accessories whenever possible.
Be accompanied by the order information or proof of purchase.

Certain products may be subject to additional return restrictions when required by their nature or applicable law.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at help@toolshouseus.com.

To help us resolve the issue efficiently, we may request photographs, videos, or other information showing the condition of the item and packaging.

After reviewing your request, our support team will determine the appropriate resolution, which may include:

A replacement;
An exchange;
A partial refund where appropriate; or
A full refund.

Customers should contact us before returning a damaged, defective, or incorrect item so that our team can provide the appropriate instructions.

3. Returns for Other Reasons

If you change your mind, ordered the wrong item, or no longer want the product, you may contact our support team within the applicable return period.

In these circumstances, the customer may be responsible for the return shipping costs unless otherwise required by applicable law or agreed upon by Tools House US.

The original shipping charge, if any, may not be refundable for returns that are not related to a defect, damage, or fulfillment error.

4. Return Authorization

Please do not send products back without contacting us first.

To initiate a return, email help@toolshouseus.com with:

Your order number;
The reason for the return;
A description of the issue; and
Photos or videos when relevant.

Our support team will review your request and provide return instructions when the request qualifies.

5. Inspection of Returned Items

When a return is approved and the item is received, it may be inspected to confirm that it meets the applicable return conditions.

If the returned product does not meet the return requirements, Tools House US may be unable to issue a full refund.

6. Refunds

Once an approved return has been received and reviewed, we will process the applicable refund.

Approved refunds will generally be issued to the original payment method used for the purchase.

The time required for the funds to appear in your account may vary depending on your payment provider, bank, or financial institution. Tools House US does not control the processing time imposed by third-party financial institutions.

7. Exchanges

If you receive a defective, damaged, or incorrect item, our support team may offer an exchange or replacement when appropriate.

Exchange requests should be submitted through help@toolshouseus.com before the item is returned.

8. Late or Missing Refunds

If your refund has been approved but you have not received it, please first check your payment account and contact your bank or payment provider.

If you still cannot locate the refund, contact us at help@toolshouseus.com, and our support team will assist you.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at help@toolshouseus.com.

Because orders may enter processing shortly after purchase, we cannot guarantee that a cancellation request can be completed before shipment.

If an order has already been processed or shipped, the customer may need to follow the applicable return procedure instead.

10. Non-Returnable Situations

A return may be refused when an item has been substantially used, intentionally damaged, modified, or otherwise altered after delivery, except where the issue is the result of a manufacturing defect or another circumstance protected by applicable law.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or restricted under applicable U.S. law.

11. Product Authenticity and Brand Relationships

Tools House US sells replica and alternative versions of products inspired by or comparable to tools associated with well-known brands. Unless explicitly stated otherwise, our products are not original products manufactured by, sponsored by, authorized by, or affiliated with the respective brand owners.

Purchasing a product from Tools House US does not represent an authorization, endorsement, sponsorship, or affiliation with any third-party brand.

This information is provided to ensure that customers understand the nature of the products before purchasing.

12. Customer Support

Our customer support team is available to assist with questions regarding returns, refunds, exchanges, orders, shipping, and product concerns.

Customer Support Email: help@toolshouseus.com
Customer Support Hours: 7:00 AM – 5:00 PM ET

We encourage customers to contact us whenever they have a concern. Our goal is to review each situation fairly and work toward an appropriate resolution.