Return Policy

Returning or Exchanging Items:
Gila Tools wants you to be happy with your purchase, that’s why we offer a 100% satisfaction guarantee allowing you to return or exchange new un-used items within 30 days of purchase and reconditioned items within 30 days of purchase. Reconditioned items must be un-used.
Return information:
• All returns must be within 30 days of receipt of shipment and the items must be in NEW condition in their original box.

• All returns must be authorized prior to shipment. Please call us at 1-888-850-0889 or email us sales@gilatools.com to arrange return or exchange.

• If product needs to be returned, you must obtain a Return Goods Authorization number (RGA#) from Gila Diamond Products, Inc. The RMA number must be written on the outside of the box. All return items must be shipped prepaid and contain copy of original invoice. All returns are subject to inspection before a replacement or credit can be processed. A 15% restocking fee will be applied to all non-defective goods returns. Returned items must be sent at the expense of the customer. All items returned for replacement or refund must be in their original packaging
To return an item, just follow these easy steps:
Step #1: Call our Customer Care team at 1-888-850-0889 to request an Return Goods Authorization number (RGA#) and return address.

Step #2: The RMA number must be written on the outside of the box. All return items must be shipped prepaid and contain copy of original invoice.
Parts of tools Information:
To process your return properly, we need to have the complete item returned. For example, if your cordless tool battery is not charging we’ll need the tool, charger, battery, and case returned.
Missing Parts Information:
If you receive an items that has missing part(s) often times we can replace them. Please call our Customer Care team at 1-888-850-0889 and verify if the part can be ordered and sent directly to you.
How are refunds issued?:
Refunds are issued via the method of original payment excluding wire transfers. Returns are processed within 24 hours of receipt in our building.
If you Paid for additional materials and installation costs for the items purchased from Gila Tools, will that money be refunded?
Unfortunately, we cannot reimburse customers for any costs associated with installations, additional materials, etc., when an item is returned or exchanged.
Important Information about Engine Powered Equipment (Gas and Oil):
Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. Once a product has been gassed or oiled, it needs to be taken to an authorized service center for any repair or technical assistance which many be covered under warranty. Gassed and oiled product cannot be returned to Gila Tools for exchange, credit, or refund.

Gila Tools is unable to arrange transportation of gassed or oiled items to or from an authorized service center. We are also unable to arrange for a technician to come to your location for service.

Cost associated with transportation to a service center, or repair work outside of what’s covered under warranty, is at the sole expense of the customer and will not be reimbursed by Gila Tools.
Packaging:
Please retain all packaging materials until you are confident your item is in good working order. Should you need to return an item to Gila Tools, all packaging materials including wood crates and large boxes must be included. If you have uncrated an item, you will be responsible for rebuilding that crate which might include the need to purchase and fasten new wood supports at your own expense.

Damaged Products:
Please inspect your delivery prior to signing the receipt from the carrier. Notes regarding possible damage should be written on the bill of lading prior to signing for any merchandise. If you sign for delivery without noting possible damage on the bill of lading, you will be responsible for filing a freight claim with the carrier and arranging for any repair or return of the damaged goods.

Suspect Damage:
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is easily handled.

If after inspection you do find actual damage, please contact Gila Tools immediately by phone so we can assist with repairing or replacing your damaged item. Please note that engine powered equipment that has been gassed or oiled must be taken to a service center for assistance (additional information listed above).
Obvious Damage:
If you notice obvious damage, please do not sign for the delivery and follow these steps:

Refuse Delivery - Do not sign for the delivery.

Call Us Immediately - Freight claims are time sensitive and must be completed immediately.

Do Not Email - It is important that you call and speak with our Customer Care team; email should not be used to communicate a package that has been refused.

Once we are notified of the damage, arrangements will be made to send a replacement.