At Stahlwille Shop, we stand behind the quality of our professional tools, just as we stand by our commitment to customer satisfaction. We understand that even the most durable equipment may occasionally need to be returned or exchanged. This policy outlines the simple process for doing so.

Our Returns Promise

We offer a 15-day return or exchange policy from the date you receive your items. If you are not completely satisfied with your purchase, you can return it for a full refund or exchange it for a different product, provided it meets the conditions below.

Conditions for Returns & Exchanges

  • The item must be unused, in its original packaging, and in the same condition as when you received it.
  • All original tags, labels, and documentation must be intact.
  • Proof of purchase (order number) is required.
Please Note: For hygiene and safety reasons, Electricians Knives and any items from the Knives & Scissors category, once opened or used, cannot be returned or exchanged unless they are faulty.

Step-by-Step Return Process

1. Initiate Your Return Request

Within 15 days of receiving your order, please contact our customer service team at [email protected] with your order number and details about the product you wish to return or exchange.

2. Await Authorization

Our team will respond within 2 business days with a Returns Authorization (RA) number and instructions on where to send your parcel. Please do not send anything back without this RA number.

3. Package and Ship

Securely package the item(s) in their original packaging, include a copy of your receipt or order confirmation, and clearly write the RA number on the outside of the box. Ship the package to the address provided in your instructions.

Return Shipping Address:
63 Minton House, London Rd, Stoke-on-Trent, GB CH2E 6GJ

Please note: The customer is responsible for the cost of return shipping unless the item is faulty or incorrect due to our error.

4. Processing by Our Team

Once we receive and inspect your returned item (which typically takes 3-5 business days after arrival), we will process your refund or dispatch your exchange item.

Refund Timeline & Method

Refunds will be processed within 5-7 business days of us receiving and approving your return.

  • The refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.
  • Original shipping costs are non-refundable.

Exchanges

If you are exchanging an item for a different product, we will process the exchange once the original item is received and inspected. If the new item costs more, you will be charged the difference. If it costs less, you will be refunded the difference.

Return Request Email Template

To make the process even easier, you can use the template below to request your return. Simply copy, paste, and fill in the details into an email to [email protected].

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

Email Body:

Dear Stahlwille Shop Team,

I would like to request a return/exchange for an item from my order.

  • Order Number: [Your Order Number]
  • Product Name: [Name of the product you are returning]
  • Reason for Return/Exchange: [e.g., incorrect item, faulty, changed mind]
  • Preferred Solution: [Refund / Exchange for (product name)]

Please provide me with a Returns Authorization number and further instructions.

Thank you,

[Your Full Name]

If you have any further questions about our returns process, don’t hesitate to contact our friendly customer service team.