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Refund and Returns Policy

At Hoists.com, we want you to be fully satisfied with your purchase. Because we sell industrial equipment and related products, we must follow strict return guidelines to ensure product integrity and safety. Please review the following policy carefully before requesting a return.

1. Authorization Required

  • All returns must be pre-approved by Hoists.com.
  • Customers must obtain a Returned Goods Authorization (RGA) number before shipping any product back.
  • To request an RGA, please call us at 1-877-464-7871 and speak with your assigned returns representative.
  • Returns sent without prior authorization will be refused.

2. Return Instructions

  • The RGA number must be clearly marked on the outside of the shipping carton.
  • Products must be shipped to the return destination specified by Hoists.com.
  • Unauthorized or misdirected returns will be refused, and the customer will be liable for all freight, storage, and return shipping costs.

3. Shipping Responsibility

  • Products must be returned freight prepaid, unless otherwise specified in writing on the RGA.
  • Collect shipments will not be accepted unless explicitly authorized.
  • Customers are responsible for proper packaging to prevent shipping damage. Hoists.com is not responsible for returns damaged in transit.

4. Product Condition

  • Only new, unused, and resalable items will be considered for credit.
  • Returned items will be inspected and may be subject to handling, inspection, testing, and repackaging fees.
  • If reconditioning is required, costs will be charged to the customer.
  • Hoists.com reserves the right to refuse credit for any items returned in non-resalable condition. Such items will be returned to the customer at their expense.

5. Non-Returnable Items

  • Engineered or custom products designed for unique applications are non-cancellable and non-returnable.
  • Cut lengths of chain, wire rope, or electrical cable are not returnable under any circumstances.

6. Restocking Fees

  • Standard restocking fees apply to all returns and typically range from 20% to 35% of the product value, depending on manufacturer/vendor requirements.
  • Additional restocking charges may apply if required by the original supplier.
  • Restocking and reconditioning fees will be deducted from the refund or credit issued.

7. Timeframe for Returns

  • RGA numbers are valid for 90 days from the date of issuance.
  • Products must be shipped back within this timeframe. Returns received after the expiration date will not be accepted.

8. Refund Method

  • Approved credits will be issued to the original method of payment unless otherwise arranged.
  • Refunds will be processed after inspection and acceptance of the returned product. Please allow 7–10 business days after acceptance for processing.

9. Return Exceptions by Manufacturer

Certain manufacturers have their own return policies that Hoists.com must follow. These policies may be stricter than Hoists.com’s standard return policy and may include higher restocking fees, shorter return windows, or limitations on returnable products. Customers will be advised of any manufacturer-specific requirements at the time of the RGA request.

Examples include (but are not limited to):

  • CM, Yale, Coffing, Budgit, Shaw-Box, and Harrington – Returns often subject to higher restocking fees, with approval required directly from the manufacturer.
  • Special order or made-to-order equipment – Non-cancellable and non-returnable once the order is placed with the manufacturer.
  • Electrical components and controls – May not be eligible for return once installed, connected, or removed from original packaging.

Hoists.com will make every effort to communicate manufacturer restrictions prior to purchase and at the time of return authorization. However, it is the customer’s responsibility to understand that some items may be non-returnable under all circumstances.