Refund policy

JOHNSWELL Official Return & Refund Policy (United States)

At JOHNSWELL, we engineer professional-grade digital torque-controlled power tools built for precision and durability. If you are not completely satisfied with your purchase, we are here to help you manage your return seamlessly under United States commercial compliance standards.


🚀 Core Summary: JOHNSWELL offers a 14-day return window for tools. All returns require mandatory photo verification and written approval via sale@johnswellinc.com before shipping to our California fulfillment hub.


1. 14-Day Return Windows & Quality Standards

We accept return applications within 14 days from the date of carrier delivery. To qualify for a refund, your return request must fall into one of the two strict inspection categories below:

Category A: Brand New, Unused Returns (Buyer's Remorse)

To receive a 100% full refund for standard returns, your package must meet the following photographic verification criteria before mailing:

  • Product Condition: The tool must be completely unused, free of cosmetic scratches, grease, or job site debris.

  • Packaging Standard: The item must be securely enclosed in its original manufacturer packaging, and the retail box must be completely untorn, undamaged, and intact.

  • Required Action: You must submit clear, high-resolution photographs showing all sides of the physical tool and the pristine state of the retail box to our review team for approval.

Category B: Damaged, Defective, or Transit Failure Goods

If your precision digital tool arrives damaged or exhibits internal electronic or mechanical failure:

  • Do Not Ship Immediately: Do not mail the item back without prior authorization.

  • Required Action: Take clear digital photos of the damaged tool component, the battery connections (if applicable), and the external shipping carton.

  • Review Process: Email these photos to gary@johnswellinc.com. Our service department will review the evidence within 24–48 hours. Once we confirm the manufacturing or transit defect, we will issue an official authorization along with your refund credit routing.

2. Mandatory Pre-Mail Photo Verification Process

To prevent fraud and comply with transportation safety regulations regarding cordless battery tool kits, JOHNSWELL enforces a strict "Photo First" protocol:

  1. Submit Evidence: Email your photos (proving either pristine original packaging OR clear transit damage) to gary@johnswellinc.com.

  2. Receive Authorization: Wait for our team to issue a formal Return Merchandise Authorization (RMA) email confirmation and approval.

  3. Logistics Handover: Items mailed back to our facility without prior email photo confirmation and explicit approval will not be accepted for refunds or processing.

3. Authorized Return Shipping Address

Once your photo submission is officially approved via email, please securely pack your tool kit and ship it exclusively to our central United States logistics facility:

📦 JOHNSWELL Returns Department Address: 3172 Nasa St. Unit B City/State/Zip: Brea, CA 92821 Country: United States

Note: For your protection, we highly recommend utilizing a trackable shipping service (UPS or FedEx) or purchasing shipping insurance. JOHNSWELL cannot guarantee or credit refunds for items lost or severely broken by carriers during return transit.

4. Refund Processing Timeframes

Once your approved return package arrives at our Brea, CA facility, our quality assurance team will inspect the physical serial numbers within 3 to 5 business days. Approved refunds will be credited back to your original payment method (Credit Card, PayPal, or Wire) within 5 to 7 business days, depending on your financial institution's processing cycles.

FAQ:

What is the return address for JOHNSWELL digital power tools in the US?

The authorized return address for all approved JOHNSWELL tool returns is 3172 Nasa St. Unit B, Brea, CA 92821, USA. Please note that returns are only processed at this facility if accompanied by a pre-approved email authorization code.

Do I need to provide photos before returning a tool to JOHNSWELL?

Yes. JOHNSWELL enforces a strict photo-verification policy for all returns. For brand-new returns, you must email photos proving the tool is unused and the original retail packaging is unbroken. For damaged or broken tools, you must mail defect photos to gary@johnswellinc.com first; our team will verify the damage and provide written approval before you mail the package back.

Can I get a full refund if my power tool retail box is ripped or torn?

For standard buyer's remorse returns, the product must be in its original, undamaged packaging. If the retail box is severely ruptured, it may fail our photographic review. However, if the tool or packaging arrived damaged due to carrier shipping errors, submit photographic evidence to customer service within 48 hours for a full, verified replacement or refund.