Return and Refund Policy

Effective Date: September 1, 2025

1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the ToughStead Supply website located at https://toughsteadsupply.com/ (“Website”).

2. Contact Information
Email: support@toughsteadsupply.com

Phone: +1 (800) 745-0973
Hours: Monday–Friday, 9:00 AM–5:00 PM EST

3. Return Eligibility
Customers in the United States, Canada, United Kingdom, European Union countries, etc., may return products within 30 days of receipt, subject to the conditions below.

3.1 Conditions for Return

• Unused and Undamaged: Item must be unused, undamaged, and in the same condition received.

• Original Packaging: Original packaging with all labels/tags.

• Proof of Purchase: Receipt or order confirmation required.

4. Return Process

4.1 Initiating a Return

• Contact Customer Service at support@toughsteadsupply.com or +1 (800) 745-0973 within 30 days of receiving your order.

• Provide your order number and reason for return.

Return Authorization

• Upon review, we’ll send return instructions and, if applicable, a Return Merchandise Authorization (RMA) and a prepaid shipping label.

4.2 Preparing Your Return

• Package Safely: Use the original packaging and include all accessories, manuals, and free gifts.

• Include Docs: Include the return authorization form and any requested photos.

4.3 Shipping the Return

• Ship within 7 days of receiving the return authorization.

• Use a trackable shipping method to ensure safe delivery.

5. Return Shipping Costs

• Covered by ToughStead Supply.

• Change of Mind: Refunds are issued minus a 25% restocking fee.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

• Eligibility: Unused, undamaged, original packaging; request within 30 days of receipt.

• Refund: Original payment method, minus 25% restocking fee.

6.2 Defective or Damaged Goods

• Notification: Contact us within 48 hours of delivery with photos/videos.

• Resolution: Replacement or full refund (no restocking fee); return shipping covered.

6.3 Incorrect Product Received

• Notification: Inform us immediately upon receipt.

• Resolution: We cover return and send the correct item.

6.4 Product Never Arrived

• Notification: Contact us if your product does not arrive within the estimated window.

• Resolution: We investigate; if confirmed lost, we’ll refund in full or send a replacement.

6.5 Order Cancellation

• Before Shipment: You may cancel for a full refund.

• After Shipment: Please follow the return process after delivery.

7. Exceptions to the Return Policy

• Custom/Personalized Products

• Perishable Goods (e.g., food, flowers, newspapers, magazines)

• Intimate/Sanitary Goods (e.g., underwear, swimwear, personal care) unless unopened/unused

• Gift Cards and Downloadable Software

8. Refunds

8.1 Refund Conditions

• Issued after we receive and inspect the return and confirm eligibility.

8.2 Refund Processing

• Method: Original payment method.

• Time Frame: Up to 14 days to appear on your statement (varies by bank/issuer).

8.3 Partial Refunds
May apply if:

• Item is not in original condition, damaged, or missing parts not due to our error.

• Late Returns: Items returned more than 30 days after delivery.

9. Exchanges

• Defective/Damaged/Incorrect: Exchanges allowed; costs covered by us.

• Change of Mind: Exchanges allowed; customer covers shipping; 25% restocking fee applies.

10. Timelines

• Return Window: Report and ship returns within 30 days of receipt (ship within 7 days of RMA issuance).

• Processing: Refunds processed within 14 days after we receive and inspect.

11. Cancellation Policy
You may cancel your order before it ships by contacting support@toughsteadsupply.com or +1 (800) 745-0973.
If the order has already shipped, please follow our Returns process.

12. Legal Rights
This policy does not affect any statutory rights you may have under applicable law.

13. Questions and Support
Visit our FAQ or contact: support@toughsteadsupply.com  or +1 (800) 745-0973