Refunds & Returns

30-Day Money Back Guarantee*

At Toolgenics, we stand by every product we sell. We will do everything we can to make you happy with your purchase, but if for some reason you're not completely satisfied within the first 30 days, we'll refund your money (less shipping/delivery & processing). All items must be returned in original and unopened packaging. Items must be in new condition and not worn or washed.

 

All returns MUST include a Return Merchandise Authorization provided to you by our customer service department.  Instructions are below for initiating a return.

 

* The following items cannot be returned due to hygiene concerns:

  • Earrings, Nose rings, tongue rings, etc.
  • Underwear.
  • Worn / Washed clothing.
  • Free gifts or promotional items.

Defective Items

If your product arrives defective let us know and we will ensure we resolve this right away. We may require you to send us back the original item or provide photos/videos as proof to send to our suppliers.  Return shipping may be covered under certain situations.  Please contact us for assistance.

Lost or Damaged Items

We use reliable and trackable shipping carriers to ensure that you can keep an eye on your package for its entire duration from our fulfilment center to your home.  Once the package leaves our center it becomes the responsibility of the carrier to deliver the package to you safely.  We are not responsible for any lost or delayed packages caused by world events, health crisis, weather, or carrier problems.  We do what we can to ensure your purchase with us is pleasant, however we have no control or influence over the post office in your country or the carriers which handle the delivery of your package.  If you have any issues with the delivery of the package please reach out to the carrier / postal service for resolution.  Although we are not responsible, if they damage or lose your package we still want to ensure you have a good experience from our company.  Please reach out to us if you have any issues with your delivery and we will see if there's anything we can do on our end.  Unfortunately we cannot issue refunds for packages damaged or lost once it leaves our center, however please do let us know as we usually can find a solution.

To Initiate a Return

1. Email Customer Service

If you are looking to initiate a return drop us an email via the contact us page and let us know that you are wanting to initiate a return. We will work with you to make the process as smooth as possible and will keep an eye out for your RMA and your returned products.

2. Include All Details and Photos
In order to expedite any returns, please provide your full name, order date, order number, and details on why you're returning it in your email.  Returns are valid within 30 days of purchase.  If you're returning the item due to damage, defective, or other issues with the product please include pictures.  Be as detailed and descriptive as possible so we can approve the return quickly. 

3. Customer Service Response

Once we receive your email and if it includes all details needed to approval your return you'll receive an email with a Return Authorization Number as well as an address to send back your item.  

4. Label Your Package
To ensure your package is processed properly at our office, please ensure you include ALL of the following:

  • Your Full Name (as it was entered on your order)
  • Your Order Number
  • Your RMA Number (written clearly)

If we cannot read this information we won't know who's returned the item.  Please ensure it is clearly written and easy to find.  This will help ensure we know it's yours and can process your return quickly.

5. Secure Your Package
We encourage you to protect yourself from loss or theft by insuring the return shipment and sending it with a tracking number. The return must be shipped within 7 days of receiving a Return Merchandise Authorization. Be sure to save the receipt for your records. We regret that we cannot issue a credit or refund for any item that is damaged, lost in shipping, or sent COD. WE DO NOT ACCEPT WALK-IN RETURNS UNDER ANY CIRCUMSTANCES. ALL RETURNS MUST BE RECEIVED VIA MAIL.

5. Receive Your Refund
Online credit card purchases will be refunded to your credit card company the day we process your return. It may take up to two billing cycles for the credit to appear on your monthly statement. Refunds are for complete purchase price, but do not include shipping & processing charges.

PLEASE ALLOW US UP TO 2 WEEKS TO PROCESS YOUR RETURN, AND UP TO 30 DAYS FOR REFUNDS. We will always do our best to process your return and issue your refund as quickly as possible.