Returns and Exchange Policy

We accept returns of most unused items in their original packaging within 30 days of purchase.

  • All return shipping costs are the responsibility of the purchaser.
  • International returns may be subject to additional duties or charges.
  • A valid original receipt is required for all returns.
  • Refunds are issued to the original method of payment.
  • Original shipping and handling charges are non-refundable.

Returns requested after 30 days and up to 90 days must be unopened and will be eligible for store credit only, less any applicable restocking fees.

All returned items must be in like-new, resalable condition. Items showing signs of use, damage, or missing packaging may be refused.

Items marked “Final Sale” or “Non-Returnable” are not eligible for return.


How to Return an Online Purchase

To initiate a return, please email Sales@truetoolbox.com with your order number. We will respond within 1–2 business days with instructions.

When requesting a return, please have the following:

  • Original purchase receipt (paper or electronic)
  • Original form of payment
  • Matching contact information (name, address, phone, email)
  • Government-issued ID may be required for verification

Return shipping labels and customs documentation can be provided upon request. Shipping costs must be paid before labels are issued.


Return Conditions

  • Items must be unused, uninstalled, and in original packaging
  • Products must be in condition suitable for resale
  • Returns may be denied if items or packaging are damaged

We are not responsible for items damaged during return transit. Customers are responsible for proper packaging.

Refunds are processed within 2–5 business days after inspection. Please allow up to 5 additional business days for funds to appear in your account.


Return Exceptions

The following items are not eligible for return:

  • Special order items
  • Parts
  • Clearance items
  • Personal protective equipment (PPE)
  • Clothing, footwear, and wearable items
  • Opened or non-saleable items
  • Products damaged due to misuse or user error


Bonus & Free Items

Bonus or promotional items:

  • Have no cash value and cannot be returned individually
  • Must be returned with the original purchase
  • If not returned, their retail value will be deducted from the refund
  • Defective bonus items must be handled through the manufacturer’s warranty


Bundle Purchases

If items purchased as part of a bundle are returned:

  • Bundle pricing will be voided
  • Individual items will be repriced at current retail rates
  • Refunds will reflect adjusted pricing based on returned items


Defective Items & Order Errors

Defective items may be returned or exchanged within 30 days, provided all original packaging and contents are included.

Final sale items must be serviced through the manufacturer’s warranty and are not eligible for return.

If your order arrives damaged or incorrect, contact Sales@truetoolbox.com and we will assist with a resolution.


Return Shipping Address

True Toolbox
Returns Department – Order #_____
700 Sovereign Road
London, ON N5V 4K7

Please include your original packing slip with the return.


Restocking Fees

All returns may be subject to a minimum 25% restocking fee, deducted from the refund.


Exchanges

All exchange requests follow the same guidelines as returns.
To initiate an exchange, contact Sales@truetoolbox.com with your order number.