Refund policy

Toolgrid Returns & Refunds Policy

30-Day Return Policy

We offer a 30-day return window. You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To be eligible for our extended 30-day return policy, items must be in resalable condition, in their original packaging, and include proof of purchase. To start a return, contact us at info@toolgrid.eu for return instructions and the correct warehouse address. (For orders delivered to Switzerland, this 30-day commercial policy governs all voluntary returns).

You can always contact us for any return question at info@toolgrid.eu.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival and contact us immediately at info@toolgrid.eu if an item is defective, damaged, or incorrect so we can promptly arrange a replacement or refund at our expense.

Exceptions / Non-Returnable Items

Custom-made products, personalized items, or special non-stock orders cannot be returned once production or dispatch has begun, except where defective. Gift cards are non-refundable.

Statutory 14-Day Cooling-Off Period (EU, EEA & UK)

If your order is delivered to the European Union, the European Economic Area (Norway, Iceland, Liechtenstein), or the United Kingdom, you have the statutory legal right to cancel your purchase within 14 days of delivery for any reason, without justification.

• Condition of Goods: You are entitled to unpack and inspect goods as you would in a physical store. If goods have been handled or used beyond what is necessary to establish their nature, characteristics, and function, we reserve the right to deduct an amount from the refund for any diminished value.

• Sale Items: Statutory 14-day cancellation rights apply equally to discounted and promotional items. (After 14 days, sale items cannot be returned under our extended 30-day policy).

Outbound Shipping, Return Freight & Customs Rejections

• Outbound Shipping: If you cancel an order under statutory distance selling regulations within 14 days, standard outbound delivery charges will be refunded. Premium or express shipping upgrades are non-refundable.

• Return Shipping Costs: You are responsible for the direct freight costs of returning items to our warehouse in Ireland.

• Customs Rejections & Refused Deliveries (UK, Switzerland, Norway & Non-EU Destinations): International shipments outside the EU customs territory may be subject to local import VAT, customs duties, and carrier administrative clearance fees. If you refuse delivery, fail to pay required border taxes/fees, or reject the parcel at customs causing the courier to return it to Ireland, any direct return freight and carrier "Return to Sender" (RTS) charges incurred will be deducted from your final refund.

Refund Timeline

We will inspect your return upon arrival and process your refund within 14 days of receipt (or upon receiving proof of return). Refunds are automatically credited to your original payment method.