Returns & refunds

If something is not right, we would rather fix it than argue about it. This page sets out exactly what you can return, by when, in what condition, who pays the shipping and how quickly the money comes back.

The short version

Unused goods in original packaging can be returned within thirty days of delivery for a refund of the purchase price. If the fault is ours — wrong item, damaged in transit, defective on arrival — we pay the return shipping and there is nothing further for you to do. If you simply changed your mind or ordered the wrong size, the return shipping is yours and the original outbound shipping is not refunded.

1. Cancelling before dispatch

You can cancel any order at no cost at any time before it ships. Email support@granitepeakgroup.store with your order number, or call (508) 304-3311 during Mon-Fri, 8:00 AM - 5:00 PM ET. If the order has already left the building we will tell you, and it becomes a return instead.

2. What can be returned

Any stock item, unused, in its original packaging, complete with all parts, inserts and documentation, within thirty days of the delivery date. Items must be in a condition we can sell again.

3. What cannot be returned

Goods that have been used, fitted, modified, sharpened, cut to length or otherwise altered. Consumables where the seal has been broken — adhesives, sealants, lubricants, abrasives and cleaning chemicals — unless the product is faulty. Special-order and cut-to-order items made specifically for you. Personal protective equipment where the hygiene seal is broken, unless faulty. Items returned without their original packaging where that packaging is part of the product.

4. Faulty, damaged or wrong items

Tell us within seven days of delivery. Email support@granitepeakgroup.store with your order number and a photograph of the item and, for transit damage, of the outer carton. We will send a prepaid return label or arrange collection, and we will either replace the item or refund it in full including the original shipping — your choice. We do not require you to deal with the manufacturer on our behalf.

5. How to start a return

Email support@granitepeakgroup.store with your order number and what you are sending back, and we will reply with a return authorization number and the address to use. Please do not send anything back without that number; unidentified parcels take far longer to process. Pack the item so it survives the journey — a damaged return can only be refunded in part.

6. Who pays the shipping

Our error, damage in transit or a defective item: we pay, both ways. Change of mind, wrong item ordered, no longer needed: you pay the return carriage, and the original outbound shipping charge is not refunded. We do not charge a restocking fee on stock items.

7. Refunds — timing and method

We inspect returns on the day they arrive. Once accepted, the refund is issued to the original payment method within two business days. Your bank then takes its own time to post it, typically three to five business days and occasionally up to ten for a credit card. We refund to the original card or account only; we cannot refund to a different card, and we do not issue cash refunds.

8. Exchanges

The fastest route is to return the item for a refund and place a new order for what you actually need, so the replacement is not held up waiting for the return to arrive. If you would rather we hold the exchange, say so and we will reserve the stock for you.

9. Missing or late parcels

If tracking shows delivered and you do not have the parcel, tell us within seven days. We will open a carrier investigation and keep you informed. If a parcel is genuinely lost we replace or refund it; we do not leave you to chase the carrier yourself.

10. If you are unhappy with the outcome

Ask for it to be escalated. Email support@granitepeakgroup.store with the subject line "Escalation" and your order number, and a person will review the whole file and reply within two business days. If you paid by card and remain dissatisfied, you retain every right you have with your card issuer — but please contact us first, because we can usually resolve it faster than a dispute can.

11. Warranty claims after thirty days

The thirty-day window is our return policy, not the limit of your rights. Where a manufacturer warranty applies and a tool fails within its warranty period, contact us rather than the manufacturer. We hold the purchase record, we know the batch, and we can usually settle a warranty claim faster than you can open one yourself. Email support@granitepeakgroup.store with the order number and a description of the failure, and a photograph if the fault is visible.

Warranty does not cover normal wear, consumable parts that have reached the end of their service life, damage from misuse or from use outside the manufacturer's stated capacity, or modification of the tool. If a claim is declined we tell you why in writing and we return the item to you at our cost.

12. Bulk, case and assortment returns

Case quantities and assortment cabinets can be returned on the same terms provided the case is unopened and the seal intact. A part-used case cannot be returned, because we cannot resell it — check the specification before opening one. If you are unsure whether a case is right, order a single unit first and we will not think less of you for it.

13. What happens to returned goods

Returned stock that is genuinely unused goes back on the shelf. Anything that has been opened, marked or handled is not resold as new — it is either returned to the manufacturer, sold as clearly marked open-box, or written off. We would rather absorb the loss than send a customer something that has been around the block.

Last updated 2 September 2026. Granite Peak Research Group LLC, 68 Harrison Ave, Suite 605 #591444, Boston, MA 02111. (508) 304-3311 · support@granitepeakgroup.store