At Wiltons Store, we stand behind our professional-grade tools and supplies with the same commitment to quality that our customers expect. If you’re not completely satisfied with your purchase, we offer straightforward returns and exchanges within 15 days of receipt.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be in original condition – unused, unassembled, and with all packaging/tags intact
  • Original proof of purchase (order number or invoice) must be provided
  • Return request must be initiated within 15 days of delivery

Non-Returnable Items

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

  • Custom-cut stone tools and supplies (from our Stone Related Tools & Supplies category)
  • Opened or used vacuum lifter components
  • Special order items marked as non-returnable at time of purchase

Return Process

Follow these steps to return an item:

  1. Initiate Your Return: Email our customer service team at [email protected] with your return request using the template below
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions
  3. Package Your Return: Securely pack the item(s) in original packaging with the RMA number clearly visible
  4. Ship Your Return: Send to our warehouse at the address provided in your RMA email. We recommend using a trackable shipping method

Return Request Email Template

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

Dear Wiltons Store Team,

I would like to request a return/exchange for the following item(s) from order #[Your Order Number]:

Item Name: [Product Name]

Quantity: [Number of Items]

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

Preferred Resolution: [Refund / Exchange for (specify item if exchanging)]

Thank you,

[Your Full Name] [Your Contact Information]

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt at our warehouse
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  1. Follow the standard return process above
  2. Clearly indicate in your request what item you wish to exchange for
  3. We’ll ship the replacement item once we receive your return (additional charges may apply for price differences)

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange for a replacement or refund and provide a prepaid return label if needed

Return Shipping

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

  • Using a trackable shipping method
  • Insuring high-value tool shipments
  • Retaining your shipping receipt until the return is processed

Professional Support

Our customer service team understands the importance of having the right tools for your professional needs. We’ll work efficiently to resolve any issues with your order – just as we’d expect for our own toolkits.

For urgent matters, please include “URGENT” in your email subject line.