Return Policy
30-day returns. Straight answers.
Bought the wrong model, or changed your mind? Unused equipment can come back within 30 days of delivery. If something arrives damaged, wrong or defective, the return costs you nothing. Here is how it all works, in plain English.
Return policy
Changed your mind or ordered the wrong modelUnused equipment in its original crate or packaging can come back for a refund. Get a Return Authorization (RA) number first: returns without one can't be accepted.
- Condition
- Unused: never fueled, started or operated
- Packaging
- Original crate, with manuals, keys & accessories
- Authorization
- RA number required
- Return freight
- Actual carrier cost (change of mind)
- Restocking fee
- 15% (change of mind)
- Damaged, wrong or defective
- Free, no restocking fee
- Refund timing
- Within 5 business days of inspection
Damaged, wrong or defective
Something arrived that shouldn't haveIf your machine arrives damaged in transit, isn't the item you ordered, or is defective on arrival, tell us within 48 hours of delivery and we make it right at no cost to you.
- Report within
- 48 hours of delivery
- Return freight
- Free
- Restocking fee
- None
- What to send
- Order number & photos
- First response
- Within 1 business day
How a return works
- 1Request an RA number
Email contact@katoolequipments.com with your order number, the item and the reason. Add photos if it's damaged or defective. We reply within 1 business day with your Return Authorization number and shipping instructions.
The 30 days count from the day your equipment was delivered. - 2Re-crate it the way it came
Secure the item on its pallet in its original crate or packaging, with the manuals, keys and accessories inside. Items missing their packaging, keys, manuals or accessories can't be accepted.
- 3Have it ready for pickup
Keep the crated item ready for the carrier at the pickup appointment.
Change-of-mind return freight is the actual carrier cost, typically $200 to $600 for machines. - 4Inspection and refund
Once your return is received and inspected (typically 5 to 7 business days after pickup), we issue your refund to the original payment method within 5 business days. Your card issuer usually posts the credit 3 to 10 business days after that.
Check it before you sign
- 1Inspect with the driver there
Our own team delivers your order and unloads it with the forklift on our truck. Before the driver leaves, check the crate or pallet and the machine, and count the pieces against the delivery receipt.
- 2Write it on the receipt
If anything is damaged or missing, note it on the receipt before you sign, for example "crate damaged, subject to inspection". Then take photos of the crate and the machine.
A few clear photos at delivery save days of back and forth. - 3Email us within 48 hours
Send your order number and photos to contact@katoolequipments.com within 48 hours of delivery. Damage reported this way is handled at no cost to you: no return freight and no restocking fee.
What a return costs you
Your original shipping was free, so it is never deducted from a refund. Here is what each kind of return costs.
- ✓Free return freight
- ✓No restocking fee
- ✓Send your order number and photos
- ✓Unused, in its original crate
- ✓Actual carrier cost, typically $200 to $600 for machines
- ✓Within 30 days of delivery
- ✓No return freight
- ✓No restocking fee
- ✓Contact us as soon as possible
Exchanges: want a different size or model? Start a return and place a new order. We waive the restocking fee when the new order is of equal or greater value. Financing fees and interest charged by the lender are not refundable. See our Cancellation Policy.
What can't be returned
- ✕Machines that have been fueled, started or operated
- ✕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
Equipment that has been fueled, started or operated falls under the manufacturer's warranty instead. Email contact@katoolequipments.com with your order number, the model and serial number, and photos or a short video of the problem, and we'll help you with the next step.
Need to start a return?
Send your order number and a few photos. A real person replies within 1 business day. Open 8 AM to 6 PM Florida time.
Katool Equipments · 3631 US-90, Lake City, FL 32055 · Shipping Policy · Cancellation Policy