| Window | 30 days from delivery date |
|---|---|
| Condition | Unused — original packaging, no fluids added |
| Refund | Purchase price, less return freight & restocking |
1. Return window
You may return unused equipment within 30 days of delivery for a refund. “Unused” means the machine has not been fueled, started, or operated, and remains in its original crate or packaging with all manuals, keys and accessories.
2. How to start a return
- Email contact@katoolgear.com with your order number, the item, and the reason. Include photos if the item is damaged or defective.
- We reply within 1 business day with a Return Authorization (RA) number and shipping instructions. Returns without an RA cannot be accepted.
- Re-crate the item securely on its pallet and have it ready for the carrier at the pickup appointment.
- Once received and inspected (typically 5–7 business days after pickup), your refund is issued to the original payment method.
3. Return costs
| Situation | Return freight | Restocking fee |
|---|---|---|
| Damaged in transit, wrong item, or defective on arrival (reported within 48 hours) | Free | None |
| Changed your mind / ordered the wrong model | Actual carrier cost (typically $200–$600 for machines) | 15% of the item price |
| Order cancelled before dispatch | None | None |
Original outbound shipping was free, so it is not deducted. Financing fees and interest charged by the lender are not refundable.
4. Items that cannot be returned
- Machines that have been fueled, started or operated (these fall under Warranty instead).
- Special-order, custom-configured, or made-to-order items.
- Items missing their original packaging, keys, manuals or included accessories.
- Consumables, fluids, blades and filters once opened.
5. Exchanges
Want a different size or model? Start a return as above and place a new order; we will waive the restocking fee when the replacement order is of equal or greater value.
6. Refund timing
Refunds are issued within 5 business days of the returned item passing inspection. Card issuers typically post the credit within 3–10 business days after that. Refunds go to the original payment method only.
To cancel an order before it is dispatched, see our Cancellation Policy.
Questions? +1 386-222-2747 · contact@katoolgear.com · 3631 US-90, Lake City, FL 32055