At IRWIN Tools, we stand behind our professional-grade equipment just as we stand beside tradespeople on the job site. If you’re not completely satisfied with your purchase, we offer straightforward returns and exchanges within 15 days of receiving your order.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be unused and in original packaging
  • All accessories and documentation must be included
  • Return must be initiated within 15 days of delivery
  • Proof of purchase is required
Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns on:
  • Gloves & Hand Protection (opened packages)
  • Used Saw Blades
  • Opened Jab Saws
  • Custom or special order items

2. Return Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information (or use our template below):

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

Dear IRWIN Tools Team,

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

Order Number: [Your Order Number]
Product Name: [Product Name]
Product SKU: [If available]
Reason for Return: [Brief explanation]
Preferred Resolution: [Refund/Exchange for (specify product)]

Please provide return instructions at your earliest convenience.

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

Step 2: Receive Authorization

Our team will respond within 2 business days with:

  • Return Authorization Number (RMA)
  • Shipping instructions
  • Return address

Step 3: Ship Your Return

Package the item securely with the RMA number clearly visible on the outside of the box. We recommend using a trackable shipping method as you are responsible for the item until it reaches our warehouse.

3. Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method
  • Timing:
    • Credit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

4. Exchange Process

For exchanges:

  1. Follow the same return process above
  2. Clearly state the replacement item desired
  3. We’ll ship the new item once the return is processed (additional charges may apply for price differences)
  4. Expedited shipping available for urgent professional needs

5. Damaged or Defective Items

If you receive a damaged or defective tool:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a replacement at no additional cost
  • In some cases, we may request return of the defective item for quality control
Professional Note: For time-sensitive job site needs, contact us about our expedited replacement service options. We understand that when your tools are down, your productivity is down.

6. International Returns

For professionals outside the United States:

  • Return shipping costs are the customer’s responsibility
  • Customs forms must be marked “RETURNED GOODS” to avoid duties
  • Processing may take additional 3-5 business days
  • Refunds will be in USD and may vary based on exchange rates

Contact Us

For any questions about our returns policy:

Email: [email protected]
Mail: IRWIN Tools, 427 Jennifer Lane, Raleigh, US 27616

Last Updated: [Insert Date]