At Irwins Zone, we stand behind our tools with the same durability we build into every drill bit and hole saw we sell. If any product doesn’t meet the professional standards we promise, here’s how we make it right.

Tool Professionals Trust

Our returns process is designed with the same efficiency you demand on the job site. Simple, straightforward, and built to get you back to work quickly.

Returns & Exchanges Process

1. Eligibility Window

You may return most items within 15 days of delivery. Tools must be:

  • In original packaging
  • Unused and in resalable condition
  • Accompanied by original proof of purchase

2. Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Sharpening Tools (used items cannot be resold)
  • Jigs with custom modifications
  • Any tool showing signs of use or wear

3. How to Initiate a Return

Follow these steps like you would a precision cut:

  1. Email [email protected] with your order number and reason for return
  2. Our Worcester-based team (fellow tradespeople) will respond within 24 business hours
  3. We’ll provide a Return Authorization Number and shipping instructions
  4. Pack items securely – we recommend using original packaging
  5. Ship to our warehouse (return shipping at your expense)

Return Request Template

Copy and paste this template into your email:

Subject: Return Request – Order #[Your Order Number] Dear Irwins Zone Team, I would like to request a return/exchange for the following item(s): Order Number: [Insert] Product Name(s): [Insert] Reason for Return: [Select: Defective/Damaged/Wrong Item/Other] Please advise next steps. I understand I’ll need to provide photos if the item is damaged. [Your Name] [Your Contact Information]

4. Inspection & Processing

Upon receipt at our warehouse:

  • Our tool specialists inspect all returns within 2 business days
  • You’ll receive email confirmation once processed
  • Refunds typically post within 5 business days after approval

Refund Information

Refund Method

We’ll refund your original payment method:

  • Credit/Debit Cards: 3-5 business days after processing
  • PayPal: Typically within 24 hours

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

For faster service on exchanges:

  1. Place a new order for the correct item
  2. Return the original item per the standard process
  3. We’ll expedite processing of your refund

Damaged or Defective Tools

If you receive a damaged or defective tool:

  • Contact us within 48 hours of delivery
  • Include photos of the damage/defect
  • We’ll cover return shipping and expedite your replacement

Contractor-Centric Service

We understand time is money on the job site. Our returns team consists of former tradespeople who know what you need to keep working. Expect:

  • No unnecessary paperwork
  • Clear communication at every step
  • Solutions tailored for professionals

Contact Our Returns Team

For urgent issues with tool returns:

Email: [email protected]
Mail: 4517 Ferguson Street, Worcester, US 01610

Response Time: 24 business hours (often faster)