Returns
Before You Return Anything
All returns require a Return Material Authorization (RMA) number. Contact us with your order or invoice number and the reason for return. Shipments sent back without an RMA number written on the outside of the package will be refused.
We will tell you which facility to ship to when we issue the RMA. Return addresses vary by product, so wait for the RMA before you ship anything.
Return Window
Requests must be made within 30 days of delivery. We cannot accept returns after that.
Returned goods must be unused, uninstalled, in original packaging, and in resalable condition.
What Cannot Be Returned
- Custom built and modified units
- Configured units built to your specification
- Any power unit that has been fueled, filled with hydraulic fluid, or run
- Special order and non stock items
- Items sold as used, refurbished, or clearance
If you are unsure whether a unit is standard or built to order, ask before you buy. We would much rather size it right the first time.
Restocking
Approved returns of standard stock items are subject to a 20% restocking fee, deducted from your refund.
The restocking fee is waived if the return is our error, if the item arrived defective, or if it was damaged in transit and reported per our Shipping Policy.
Return Freight
Outbound freight was free, but returns are not. You pay return freight and you assume the risk of loss in transit. We also deduct our actual outbound freight cost from your refund on returned units, since that cost was built into your price rather than charged separately.
Ship on a trackable service. For anything over $100 in value, consider insuring it. We cannot issue credit for a return we never receive.
For palletized units, contact us before shipping. Units returned improperly packaged or unsecured may be refused or assessed a repackaging charge.
Refunds
Once we receive and inspect the return, we email you to confirm receipt and to approve or decline the refund. Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Your bank or card issuer may take additional time to post it.
Orders paid by purchase order are credited to your account.
Shortages, Wrong Items, and Nonconforming Goods
Inspect all goods immediately upon receipt. Claims for shortages, defects, or nonconformance must be made in writing within 10 days of receipt of shipment. After 10 days the shipment is considered accepted.
If you notify us in time, we will either replace the nonconforming goods or credit the purchase price, at our option.
Warranty
HydraTough units are covered by a separate written warranty, provided with your unit and available on request.
Legacy PortaCo and Goldschmidt Units
Own an older PortaCo or Goldschmidt G series unit? Email sales@hydratough.com with your model and serial number and we will help where we can.
Order Changes and Cancellations
Orders cannot be canceled or changed after acceptance without our written consent and payment of costs already incurred. Custom and built to order units cannot be canceled once production has started.
Governing Terms
These policies summarize our Terms and Conditions of Sale, which govern every sale. Where this section and the Terms and Conditions of Sale differ, the Terms and Conditions of Sale control.
Contact
sales@hydratough.com
952-890-6800
Monday through Friday, 8:00 AM to 5:00 PM Central