At Family Tools Store, we stand behind the quality of our products with the same confidence that professionals and DIY enthusiasts place in our 20V Max Lithium-Ion Cordless Power Tool Series. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process.

Key Policy Details

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all accessories
  • Return Shipping: Customer responsibility (except for defective items)
  • Refund Processing: 5-7 business days after we receive your return

Return & Exchange Process

Step 1: Review Eligibility

Before initiating a return, please ensure:

  • You’re within the 15-day return window from your delivery date
  • The item is in its original condition – unused, with all original packaging and accessories
  • You have your original order confirmation or receipt

Step 2: Initiate Your Return Request

Contact our customer service team at [email protected] with the following information:

  • Your order number
  • Product name and reason for return
  • Whether you prefer an exchange or refund

Step 3: Wait for Authorization

Our team will review your request within 1-2 business days and email you a Return Authorization Number along with shipping instructions.

Step 4: Ship Your Item

Package the item securely in its original packaging, include all accessories and documentation, and ship to:

Family Tools Store – Returns
32 Royal Dr
Louisville, US 40214
ATTN: [Your Return Authorization Number]

We recommend using a trackable shipping service and retaining your shipping receipt until your return is processed.

Step 5: Receive Your Refund or Exchange

Once we receive and inspect your return, we’ll process your request:

  • Refunds: Processed within 5-7 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped via your preferred method (Standard or Free Shipping) within 1-2 business days

Return Request Template

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

Email to: [email protected]


Dear Family Tools Store Customer Service Team,


I would like to request a return/exchange for my recent order:

Order Number: [Your Order Number]

Order Date: [Date of Purchase]

Product Name: [Product You’re Returning]

Reason for Return: [Please specify – defective, wrong item, changed mind, etc.]

Preferred Resolution: [Refund / Exchange for (specific product)]

Please provide return instructions and authorization number at your earliest convenience.


Thank you,

[Your Full Name] [Your Phone Number]

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned unless defective:

  • Car Care products that have been opened or used
  • Accessories with broken seals or signs of use
  • Any product missing its original packaging or documentation
  • Items purchased from regions outside our standard service areas

Defective Products

If you receive a defective product, please contact us immediately at [email protected]. We’ll arrange for a prepaid return label and expedite your replacement, honoring our commitment to the durability and performance standards of our power tool series.

Questions?

Our customer service team is here to help with any return or exchange inquiries. Contact us at:

Email: [email protected]

Address: 32 Royal Dr, Louisville, US 40214

We typically respond within 1-2 business days, reflecting the same efficiency we build into our power tools.

This policy is subject to change. Please check our website for the most current version.