Return & Refund Policy

Effective Date: November 12, 2026.

1. Overview (quick reference)

Return window: 30 days from delivery
Condition (change of mind): Unused, in original packaging, complete with manuals, accessories, and uninstalled
Condition (defective or damaged): Accepted; photos and delivery notes required
Return method: Authorized return only, typically by freight for machines and by parcel for smaller items, using national LTL freight carriers or major parcel carriers such as UPS and FedEx, as directed in your return authorization
Return freight (change of mind): You pay return freight
Return freight (defective, in-transit damage noted at delivery, or incorrect item): Lotline Tools pays return freight
Restocking fee: 15% for change-of-mind returns; 0% for defective, damaged, or incorrect items
Refund timing: within 7 days of receiving the return
Refund method: Original payment method

2. Scope

This Return & Refund Policy applies to purchases made through lotlinetools.com and shipped to customers in the United States. It does not take away rights you may have under applicable law.

3. Contact for returns

Lotline Tools
Email: support@lotlinetools.com
Phone: (214) 463-2996
Mailing address: 655 W Illinois Ave, Ste 716 #2134, Dallas, TX 75224
Hours: 7am to 9pm Central Time, 7 days a week
Website: lotlinetools.com

We aim to respond within 24 hours.

4. Return eligibility

You may request a return within 30 days of delivery, subject to the conditions below.

4.1 Change of mind (non-defective)

The machine or product must be unused, uninstalled, undamaged, and in the same condition you received it, in the original packaging, with all accessories, manuals, and included items. Heavy equipment that has been fueled, fitted, or put to work is generally not eligible for a change-of-mind return. Proof of purchase is required. A 15% restocking fee applies, and you are responsible for return freight.

4.2 Defective or damaged

These returns are accepted regardless of cosmetic condition related to the defect or damage. For freight damage, note exceptions on the bill of lading before you sign, take photos, and contact us within 48 hours of delivery. For defects found later, contact us within 7 days of delivery, and provide photos or video. No restocking fee applies, and we cover return freight.

5. Return process

Start with us first. Do not ship a machine back without authorization. Email support@lotlinetools.com or call (214) 463-2996 within 30 days of delivery. Include your order number and the reason for the return.

After we review the request, we will send return instructions and a Return Merchandise Authorization (RMA) if we approve the return. Ship the item within 14 days of return approval, using a trackable method, packed to prevent damage in transit. Ship only to the address given in that return authorization. Do not ship returns to our mailing address. Include the RMA and any requested documents.

For change-of-mind returns, you arrange and pay for return freight (or the return parcel label). For defective, damaged, or incorrect items, Lotline Tools will arrange prepaid return shipping or freight.

6. Refunds

Refunds are issued after the item is received and inspected, and only if it meets the conditions above. We will email you if a refund is approved or denied. Approved refunds go back to the original payment method. Refunds are processed within 7 days of receiving the return; your bank may take additional time to post the credit.

Partial refunds may apply if an item is returned incomplete, damaged by the buyer, or after the return window. Shipping charges you paid are refundable when the return is for our error, a defect, or in-transit damage noted at delivery. Outbound and return freight are generally not refunded on change-of-mind returns, and the restocking fee is deducted from the refund.

7. Exchanges

We will arrange an exchange or replacement for defective, damaged, or incorrect items. Contact support@lotlinetools.com to request one. Change-of-mind exchanges, if available for a specific machine, follow the same window, condition, restocking, and freight rules as a change-of-mind return.

8. Cancellations

You may cancel for a full refund if we receive the request within 24 hours of order placement and the order has not entered fulfillment or shipped. After shipment, use this return process. A 15% restocking fee and return freight (your cost) apply to change-of-mind returns after shipment. See our Cancellation Policy.

9. Non-returnable items

Custom or personalized items, and items marked "Final Sale," are not eligible for change-of-mind returns. This does not limit returns for defects or for goods that arrived damaged or incorrect.

10. Legal rights

This policy does not affect statutory rights you may have under applicable law.

By purchasing on our website, you agree to this Return & Refund Policy.

11. Questions