Returns & Exchanges

At Home Fix Tool Store, we stand behind the quality of our professional-grade tools. We are committed to ensuring your complete satisfaction with every purchase. However, we understand that sometimes a product may not be the right fit for your project. This policy outlines our straightforward process for returns and exchanges, designed with our community of builders, renovators, and craftspeople in mind.

1. Our Returns & Exchanges Promise

We offer a 15-day return or exchange policy from the date you receive your item. To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it. You must also provide the original receipt or proof of purchase.

2. How to Initiate a Return or Exchange

Please follow these steps to ensure your request is processed quickly and efficiently:

1. Contact Us: Within 15 days of receiving your order, email our customer service team at [email protected]. Use the subject line “Return/Exchange Request” and include your order number.
2. Provide Details: In your email, please let us know the reason for the return or exchange and whether you would like a refund, store credit, or a different product.
3. Wait for Instructions: Our team will respond within 2 business days with a Returns Authorisation (RA) number and specific instructions for shipping the item back to us. Please do not ship any items back without an RA number.
4. Ship the Item: Carefully package the item(s) and ship them to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it arrives at our warehouse.

3. Non-Returnable Items

Due to hygiene and safety reasons, the following product categories are final sale and cannot be returned or exchanged unless they arrive damaged or defective:

• Compound Pump & Accessories / Kits & Parts: These items involve fluid transfer and cannot be resold once opened or used.
• Cutting Stations: These are considered fixed installation equipment.

4. Refunds

Once we receive and inspect your returned item, we will send you an email to notify you of its status.

• Timing: If your return is approved, your refund will be processed within 5 business days. The funds will then be returned to your original method of payment.
• Method: Refunds will be issued via the original payment method (Visa, MasterCard, JCB, or PayPal). Please allow 5-10 business days for the refund to appear on your account, depending on your bank or card issuer’s processing times.
• Shipping Costs: Original shipping fees are non-refundable. The cost of return shipping is the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped) or a defective product.

5. Exchanges

For exchanges to a different product, the same return process applies. Once we receive your returned item, we will ship out the new product. Any difference in value will be either refunded to you or charged to your payment method, as applicable.

6. Damaged or Defective Items

If your item arrives damaged or is defective, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a pre-paid shipping label for you to return the faulty item at no cost to you.