At FixIt Home Tools, we stand behind the quality of our bathroom fixtures, heating solutions, and home improvement products. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process for most items.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in its original condition
  • All original packaging and tags must be intact
  • You must provide proof of purchase

Non-Returnable Items

Due to hygiene and safety reasons, the following products cannot be returned:

  • Brass Fittings & Valves (once opened)
  • Central Heating Cleaners & Treatment chemicals
  • Copper Pipe & Fittings that have been cut or modified
  • Opened packages of Batteries & Chargers

Note: Special order items and custom-made products (like certain bathroom cabinets or bifold internal doors) may have different return policies which will be communicated at time of purchase.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Customer Service

Email our returns team at [email protected] within 15 days of receiving your order. Please include the following information in your email (or use our template below):

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

Dear FixIt Home Tools Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return: [Product Name(s) and Quantity]

Reason for return: [Please specify]

Preferred resolution: [Refund/Exchange for (specify product if exchanging)]

Attachments: [Photos of the item(s) if applicable]

Please let me know the next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Our team will review your request within 1-2 business days and email you:

  • A Return Merchandise Authorization (RMA) number
  • Return shipping instructions
  • The return address for your items

Step 3: Package and Ship Your Return

Please ensure:

  • The RMA number is clearly marked on the outside of the package
  • All items are securely packaged in their original packaging
  • You retain the shipping tracking number for your records

Step 4: Processing Your Return

Once we receive your return, we will inspect the items and process your request within 3-5 business days. You will receive email notification when:

  • Your refund has been processed (for returns)
  • Your exchange item has been shipped (for exchanges)

Refund Information

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days after processing
  • PayPal: 1-3 business days after processing

Original shipping fees are non-refundable unless the return is due to our error.

Exchange Information

For exchanges:

  • We will ship your replacement item once we receive and process your return
  • Standard shipping rates apply unless the exchange is due to our error
  • If the exchange item is of higher value, you will be charged the difference

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • Our shipping error (wrong item sent)
  • Defective or damaged items

We recommend using a trackable shipping service and purchasing shipping insurance for valuable items.

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately at [email protected]
  2. Include photos of the damage or defect
  3. We will arrange for a replacement or refund at no additional cost to you

Professional Contractors & Bulk Orders

For our professional customers with business accounts or bulk orders, please contact your account representative for specialized return assistance. Different policies may apply to commercial purchases.

Questions?

Our customer service team is happy to assist with any questions about returns or exchanges:

Email: [email protected]
Mail: FixIt Home Tools, 215 9th Street Northeast, Washington, US 20002

We appreciate your business and strive to make every FixIt Home Tools purchase a satisfying experience for both our professional contractors and DIY customers.