Last Updated: [Insert Date]

Our Commitment to Trade Professionals

At Household Tool Store (operating as Tools Masters Home), we understand that professional tradespeople, builders, and serious DIYers rely on high-quality tools to get the job done right. While we thoroughly inspect all tools before shipment, we recognize that sometimes returns or exchanges are necessary. This policy outlines our straightforward process designed with trade professionals in mind.

General Return Guidelines

  • Return Window: 15 days from the date of delivery
  • Condition Requirement: Items must be unused, in original packaging with all tags and accessories
  • Proof of Purchase: Original receipt or order confirmation required
  • Return Shipping: Customer responsibility unless item is faulty or incorrect

Non-Returnable Items

Due to hygiene and safety regulations, the following professional tools cannot be returned:

  • Drain Rods & Unblocking Tools (hygiene reasons)
  • Deburring & Chamfering Tools (safety reasons once used)
  • Custom-cut Copper Pipes & Products (made-to-order)
  • Any tool showing signs of use or missing original packaging

This list reflects our analysis of products that typically cannot be resold once returned due to their specialized nature in the trade industry.

Step-by-Step Return Process

1. Initiate Your Return

Email our trade support team at [email protected] within 15 days of delivery with:

  • Your order number
  • Item(s) to be returned
  • Reason for return
  • Preferred resolution (refund or exchange)

2. Receive Return Authorization

Within 1 business day, we’ll email you:

  • Return Authorization Number (RMA)
  • Detailed return instructions
  • Prepaid return label (if applicable)

3. Package and Ship

Securely package the items in original packaging with the RMA number clearly visible. Ship to:

Household Tool Store Returns
2780 Red Dog Road
Charlotte, NC 28204
United States

4. Processing

Allow 3-5 business days for processing after we receive your return. We’ll email confirmation once completed.

Refund Information

  • Timing: Refunds processed within 3 business days of return approval
  • Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Deductions: Original shipping charges non-refundable (unless return is our error)
  • International Refunds: May take additional 3-5 business days to appear on your statement

Exchange Process

For exchanges of professional tools:

  1. Follow the standard return process above
  2. Clearly state the replacement item needed in your initial email
  3. We’ll ship the replacement once the return is received (additional charges may apply for price differences)
  4. Expedited shipping available for urgent trade needs

Damaged or Incorrect Items

If you receive damaged tools or incorrect items:

  • Contact us immediately at [email protected]
  • Include photos of the damage or incorrect item
  • We’ll arrange prepaid return shipping and expedite replacement

For trade professionals with urgent needs, we may ship replacements immediately in certain cases.

Return Request Template

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

Email Body:

Dear Tools Masters Home Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) for return: [Product Name(s) and SKU if available]
  • Reason for return: [Select: Wrong item received/Damaged/Not as described/Changed mind]
  • Preferred resolution: [Refund/Exchange for [Product Name]]
  • Attachments: [Photos if damaged/wrong item]

Please provide return instructions at your earliest convenience.

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

Contact Our Trade Support Team

For questions about returns or exchanges of professional tools:

  • Email: [email protected]
  • Business Hours: Monday-Friday, 8am-5pm EST
  • Average Response Time: 1 business day

We value your business as a trade professional and aim to make the return process as efficient as possible to minimize disruption to your work.