Refund policy
Our approach
Pinell Tools builds professional tools for tradespeople, and we stand behind them. In three years of trading our returns have been rare and our warranty claims rarer still — and every one of them was resolved immediately. If something is wrong with your order, contact us at info@pinelltools.com and we will make it right.
30-day returns
You may return most items within 30 days of delivery. To start a return, email info@pinelltools.com with your order number and the items you wish to return. We will confirm the return and give you the return address. Items sent back without first requesting a return cannot be accepted.
Unused items
If the item is unused and in its original packaging, you receive a full refund of the purchase price. There is no restocking fee. The customer is responsible for return shipping.
Used items
We accept returns of used tools within the same 30-day window. Used returns are refunded at the purchase price less a 10% restocking fee, which covers inspection and refinishing. The customer is responsible for return shipping.
Tools must be complete, undamaged and free of modification. Tools that have been altered, abused or damaged beyond normal use cannot be accepted for refund.
Defective items
If an item is defective, we cover every cost. No restocking fee, no return shipping charge, and we ship your replacement — usually the same day. Email info@pinelltools.com with your order number and a photo or short video showing the defect, and we will take it from there. See our Lifetime Warranty for full details.
Wrong item or duplicate order
Ordered the wrong size, or the same tool twice? This is the most common reason our customers get in touch, and it is a simple fix. Contact us and we will arrange an exchange for the correct item within the 30-day window. If you are unsure which size or set you need for a job, call us on 985-200-0248 before you order — we would much rather help you get it right the first time.
Carbide inserts
Carbide inserts are covered against manufacturing defects like any other component. They are not treated as a consumable, because in practice they are not one: they are engineered to cut steel and will cut PVC and ABS fittings essentially indefinitely. Each insert also has four usable cutting edges — if one edge is ever chipped or damaged, unscrew the insert, rotate it and continue working on a fresh edge. Inserts damaged by dropping or misuse are not covered, but replacements are inexpensive and available directly from us.
Items we cannot refund
- Anything returned more than 30 days after delivery
- Custom, special-order or modified items
- Tools damaged by abuse, misuse or alteration
- Gift cards
- Wholesale and distributor orders — see below
Wholesale and distributor orders
Wholesale, distributor and dealer orders are final sale and are not eligible for return under this policy, as inventory purchased for resale remains saleable. Defective product is always covered: contact your Pinell Tools representative or info@pinelltools.com and we will resolve it directly. Wholesale purchases are governed by your wholesale agreement, which takes precedence over this policy where the two differ.
Refunds
Once your return arrives we inspect it and process your refund to the original payment method. You will receive an automatic email confirming the refund has been issued. Funds typically appear in your account within 3 to 5 business days, depending on your bank or card issuer.
Original shipping charges are not refunded on standard returns. If a partial return brings an order that qualified for free shipping below the $500 threshold, the actual outbound shipping cost is deducted from the refund. Neither applies to defective items, where we cover all costs.
Cancellations
Orders can be cancelled at no charge any time before they ship. Because in-stock orders placed before 3:00 PM CST ship the same business day, please call 985-200-0248 rather than email if you need to cancel quickly.
Contact
Pinell Tools, LLC · 203 South Lacarpe Circle, Houma, LA 70360, United States
Phone: 985-200-0248 · Email: info@pinelltools.com