At IRWIN Store, we stand behind our professional-grade tools with the same commitment to quality that tradespeople expect from our products. If you’re not completely satisfied with your purchase, we offer straightforward returns and exchanges within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original condition – unused, unopened, and with all original packaging and tags
  • The return must be initiated within 15 days of delivery
  • You must provide proof of purchase (order number or receipt)
Non-Returnable Items: For safety and hygiene reasons, the following products cannot be returned or exchanged:
  • Drill Bits (opened packages)
  • Hand Saws & Blades (opened packages)
  • Plumbing Tools & Cements (opened containers)
  • Any product that has been used, installed, or modified

Return & Exchange Process

Step 1: Initiate Your Return/Exchange

Email our customer service team at [email protected] with the following information:

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

Full Name:
Order Number:
Date of Purchase:
Item(s) to Return/Exchange:
Reason for Return/Exchange:
Preferred Resolution: (Refund / Exchange for [specific product])
Contact Phone Number:

Step 2: Receive Return Authorization

Within 2 business days, our team will email you:

  • Return Authorization Number (RMA)
  • Return shipping address
  • Special instructions if applicable

Step 3: Package and Ship Your Return

Securely package the item(s) in the original packaging and include:

  • Copy of your order confirmation or packing slip
  • RMA number clearly visible on the outside of the package

Ship to the provided address using a trackable shipping method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Step 4: Processing Your Return

Once we receive and inspect your return (typically within 3-5 business days after arrival), we’ll notify you via email about the status of your refund or exchange.

Refund Information

Approved refunds will be processed within 3-5 business days after we receive your return. The refund will be issued to your original payment method:

  • Credit/Debit Cards: 3-5 business days to appear on your statement
  • PayPal: Typically appears within 24 hours

Note: Original shipping fees are non-refundable, except in cases of our error.

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. In your initial email, specify the replacement item(s) you want
  3. We’ll ship your replacement once the return is received and approved
  4. You’ll be responsible for any price difference plus shipping costs for the new item

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 7 days of delivery at [email protected]
  2. Include photos of the damage/defect and packaging
  3. We’ll arrange for a replacement or refund at no additional cost to you
Professional Support: Our customer service team understands the demands of professional tradespeople. We’ll process your return or exchange with the same efficiency and precision you expect from IRWIN tools. For urgent matters, include “URGENT” in your email subject line.

For any questions about our returns policy, contact us at [email protected] or 2457 West Virginia Avenue, Greenfield Ctr., US 12833.