Return and Refund Policy
Effective Date: April 1, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through LoadPro Heavy Equipment’s website located at https://www.loadproheavy.com.
2. Contact Information
If you have questions about returns or refunds, please contact our Customer Service team:
- Email: info@loadproheavy.com
- Phone: 951-470-3987
- Address: 4351 Latham Street, Riverside, CA 92501
- Hours: Monday–Friday, 9 AM to 5 PM PST
3. Return Eligibility
We accept returns for eligible items within within 5–7 business days of delivery, subject to the following conditions:
- Unused and Undamaged: Item must be unused and in new condition.
- Original Packaging: Must include all original packaging, manuals, and accessories.
- Proof of Purchase: A valid receipt or order number is required.
- Freight Items: Must be returned on a pallet, safely wrapped, and ready for pickup.
4. Return Process
4.1 Initiating a Return
- Email us at info@loadproheavy.com or call 951-470-3987 within 5–7 business days of delivery.
- Include your order number and a reason for return.
- We will respond with return instructions and may issue an RMA (Return Merchandise Authorization) number.
4.2 Preparing the Return
- Repackage item safely on a pallet, if freight.
- Include all accessories and documentation.
- Affix any provided shipping label to the outside.
4.3 Shipping the Return
- Ship the item within 7 days of receiving return authorization.
- Use a trackable shipping method or coordinate freight pickup (instructions provided).
5. Return Shipping Costs
Unless the item was damaged, defective, or incorrect, all return shipping fees are the responsibility of the customer.
6. Specific Return Conditions
6.1 Change of Mind
- Items must be in original, unused condition.
- Return request must be made within 5–7 business days.
- A refund will be issued minus restocking fees and return shipping costs.
6.2 Damaged or Defective Items
- Report issues within 48 hours of delivery.
- Provide clear photos or videos.
- We will replace the item or issue a full refund, including return shipping.
6.3 Incorrect Items
- Contact us immediately upon receipt.
- We will cover return shipping and ship the correct item at no cost to you.
6.4 Item Never Arrived
- If your product doesn’t arrive within the expected timeframe, contact us.
- We will investigate with the carrier and issue a replacement or refund if confirmed lost.
6.5 Order Cancellations
- Before shipment: Full refund available.
- After shipment: Must follow the standard return process.
7. Exceptions to the Return Policy
The following items are non-returnable:
- Custom-made or modified equipment
- Special order items
- Gift cards
- Downloadable products or digital manuals
8. Refunds
8.1 Conditions for Refund
- Refunds are processed after we inspect and approve the returned item.
- We will email you once your refund is approved or denied.
8.2 Refund Method and Timeline
- Refunds are made to the original payment method.
- It may take 5–7 business days to appear on your statement, depending on your bank.
8.3 Partial Refunds
Partial refunds may apply for:
- Late returns
- Damaged items or missing components (not due to our error)
9. Exchanges
- Exchanges are only available for damaged or defective products.
- If you wish to exchange due to personal preference, please return the item and place a new order.
- We cover shipping costs only for defective or incorrect items.
10. Timelines
- Return Window: Must contact us within 5-7 business days of delivery.
- Return Shipment: Must ship within 7 days of RMA approval.
- Refund Timeline: Processed within 3–5 days of item receipt.
- Bank Processing: May take 5–7 business days to appear in your account.
11. Legal Rights
This policy does not affect any rights you may have under California or U.S. consumer protection laws.
12. Questions and Support
For more information:
- Visit our FAQ Page: https://www.loadproheavy.com/pages/faq
- Contact us at:
- Email: info@loadproheavy.com
- Phone: 951-470-3987
By purchasing from LoadPro Heavy Equipment, you agree to this Return and Refund Policy.