At Irwin Tools, we stand behind our professional-grade tools and equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for our customers worldwide (excluding some Asian and remote regions).

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in its original condition – unused, unopened, and with all original packaging and tags
  • Return must be initiated within 15 days of delivery
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items:

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Drill Bits & Accessories (once opened/used)
  • Knives & Blades (all opened cutting tools)
  • Personal protective equipment (if opened)
  • Any item that shows signs of use or wear

Return Process

Follow these steps to return an item:

  1. Initiate your return request by emailing [email protected] with your order number and reason for return (use the template below)
  2. Our customer service team will review your request and send return instructions within 2 business days
  3. Pack the item securely in its original packaging with all included materials
  4. Include the return authorization form we provide
  5. Ship the package to our warehouse at the address provided in your return instructions

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance.

Refund Process

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed to your original payment method within 5-10 business days
  • Credit card refunds may take 1-2 billing cycles to appear on your statement
  • PayPal refunds are typically processed within 24 hours of approval

Exchanges

To exchange an item for a different size or model:

  1. Follow the same process as returns
  2. Clearly indicate in your return request that you want an exchange and specify the replacement item
  3. We will ship the replacement once we receive your return
  4. Any price difference will be charged or refunded accordingly

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Irwin Tools Customer Service,

I would like to request a return/exchange for my recent order:

Order Number: [Insert your order number]
Date of Purchase: [Insert date]
Item(s) to Return: [List items with quantities]
Reason for Return: [Select: Wrong item received/Defective product/Changed mind/Other]

For exchanges, please send: [Specify replacement item(s) if applicable]

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We will arrange for a replacement or refund and cover all associated shipping costs

Questions?

For any questions about our returns policy, contact our customer service team:

Email: [email protected]
Mail: Irwin Tools, 2848 Harrison Street, San Francisco, CA 94143, United States

Note: This policy applies to purchases made directly through tools-irwin.com. For products purchased through authorized dealers, please contact the dealer directly for their return policy.