Return Policy

We want you to have the right tool for the job. If something is not right with your order, call us at (847) 677-8770 or email info@generalcuttingtools.com and we will sort it out.

At a glance

  • Stock tools can be returned within 30 days of delivery, new and unused, in the original packaging.
  • Every return needs a Return Authorization (RA) number before it ships.
  • Custom tools, special orders, and tools that have been used, resharpened or modified cannot be returned.
  • If we made the mistake or the tool is defective, we pay the return shipping and there is no restocking fee.

What can be returned

Standard catalog tools we stock may be returned within 30 days of delivery if they are:

  • new and unused
  • in the original, undamaged manufacturer packaging, with all inserts, wrenches, screws and paperwork
  • free of stickers, price tags or writing on the manufacturer’s packaging

What cannot be returned

  • Custom tools made to your drawing or specification, including tools quoted through Build a Custom Tool
  • Special-order and non-stock items we ordered from the manufacturer for you, unless the manufacturer agrees to take them back. If they do, their restocking fee and freight apply.
  • Tools that have been used, resharpened, coated or modified in any way
  • Resharpening, regrinding and modification services (see “Custom tools and services” below)
  • Items returned without an RA number, or after the RA has expired

How to return a tool

  1. Contact us with your order number, the item, the quantity and the reason. Photos help if something is damaged or wrong.
  2. We send you an RA number and the RA form. An RA is good for 30 days and covers only the items listed on it.
  3. Pack the tools in their original packaging inside a shipping carton. Put the RA form inside and write the RA number on the outside of the carton, not on the manufacturer’s box.
  4. Ship it to General Cutting Tools, 6440 Ridgeway Ave., Lincolnwood, IL 60712. Use a carrier with tracking, and insure the shipment. We cannot credit a return that does not reach us.

Returns that arrive without an RA number or are poorly packed will be refused.

Return shipping and restocking fees

  • Return shipping is paid by the customer, unless the return is due to our error or a defective tool. In that case we send a prepaid label.
  • Original shipping charges are not refunded, unless the return is due to our error or a defective tool.
  • A restocking fee of 15% to 30% applies to returns of stock tools, depending on the condition of the tool and its packaging.
  • Tools that come back in damaged or unsaleable packaging are subject to a restocking fee of up to 50%.
  • There is no restocking fee when we shipped the wrong item or the tool is defective.

Refunds

We inspect returns when they arrive. Once the return is approved, we refund the original payment method, less any restocking fee. Allow up to 7 business days for the refund to show on your statement. Customers with an open account receive a credit to the account. Credits must be used within one year.

Wrong item, missing item or damage in shipping

  • Check your order when it arrives. Tell us about a wrong or missing item within 5 business days of delivery.
  • Report shipping damage within 2 business days of delivery. Note the damage on the carrier’s delivery receipt, and keep the tool, the box and all packing material until the claim is settled.
  • We replace the item or refund it, at our cost.

Defective tools and warranty

The tools we sell are covered by their manufacturer’s warranty. If you believe a tool is defective, contact us before returning it. We work with the manufacturer on the claim, and the manufacturer decides whether to repair, replace or credit the tool. Normal wear, breakage from use, and tools that were resharpened or modified by anyone else are not covered.

Custom tools and services

Custom tools are made for one customer and cannot be resold, so they cannot be returned or cancelled once production has started. We do stand behind the work:

  • A custom tool that does not match the approved drawing or quote will be reground or remade, or refunded if we cannot correct it.
  • Resharpening and modification work that is not to specification will be redone at no charge.
  • Tell us in writing within 5 business days of receiving the tool, before it is put into production, and send it back for inspection.

Cancellations

  • Stock items: an order can be cancelled for a full refund any time before it ships.
  • Backordered items: you can cancel a backordered item at any time before it ships.
  • Special-order items: once we have placed the order with the manufacturer, cancellation depends on the manufacturer and their fees apply.
  • Custom tools: once production has started, work already done is charged.

Exchanges

To exchange a tool, return it under this policy and place a new order for the tool you need. Call us if you want help choosing the right one first.

Contact

General Cutting Tools
6440 Ridgeway Ave., Lincolnwood, IL 60712
(847) 677-8770 · info@generalcuttingtools.com
Monday to Friday, 8 am to 4 pm