At Craftsman Shop, we stand behind the quality of our professional tools and want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer straightforward returns and exchanges within 15 days of receiving your items.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused and in its original condition
  • All original packaging and accessories must be included
  • The return must be initiated within 15 days of delivery
  • A valid proof of purchase must be provided

Non-Returnable Items

For safety and hygiene reasons, the following items from our professional tool selection cannot be returned or exchanged:

  • Bolt Cutters (due to potential misuse concerns)
  • Hand Multitools with sharpened components
  • Sledge Hammers that show any signs of use

These exceptions are clearly marked on product pages.

2. Return & Exchange Process

Step 1: Initiate Your Return

To begin the return or exchange process:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Include your order number and details about the item(s) you wish to return or exchange
  3. Specify whether you want a refund or exchange

Return Request Template

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

Email Body:
Dear Craftsman Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) for return: [Product Name(s)] Reason for return: [Brief explanation] Preferred resolution: [Refund/Exchange for (specific product if applicable)]
Please advise on next steps for returning the item(s).

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

Step 2: Receive Return Instructions

Within 1 working day, our Glasgow-based team will:

  • Confirm your return eligibility
  • Provide a Return Merchandise Authorization (RMA) number
  • Send detailed return shipping instructions

Step 3: Ship Your Return

Once approved:

  1. Securely package the item(s) with all original materials
  2. Include a copy of your order confirmation or packing slip
  3. Clearly mark the RMA number on the outside of the package
  4. Ship to our Glasgow facility using a trackable service

Note: Customers are responsible for return shipping costs unless the return is due to our error.

3. Refund Process

Once we receive and inspect your return:

  • We will process your refund within 3-5 business days
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You should see the refund in your account within 5-10 business days, depending on your financial institution

For exchanges, we will ship your replacement item once the return is received. Shipping times will follow our standard delivery estimates.

4. Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately at [email protected]
  2. Include photos of the damage or defect
  3. We will arrange for a free return shipping label if needed
  4. You will receive a replacement or full refund at no additional cost

5. International Returns

For customers outside the UK:

  • All return shipments must be marked “RETURNED GOODS” to avoid customs charges
  • Original shipping costs are non-refundable
  • We recommend using a trackable international shipping service
  • Duties and taxes for returned items may be refundable through your local customs office

Professional Tool Guarantee

At Craftsman Shop, we’re committed to providing tradespeople with reliable, professional-grade tools. If you have any concerns about your purchase, our Glasgow-based team is here to help resolve issues promptly and professionally.

For any questions about our returns policy, contact us at [email protected] or +44 (0) [insert phone number].