Store policies
Returns & Refunds Policy
How to request a US return, return shipping and freight costs, damaged or incorrect items, cancellation refunds and warranty support.
Who this policy covers
This policy applies to products purchased directly from Jumbo Industrial, through jumboindustrial.com for delivery in the United States. It explains our voluntary return offer and the support available for damaged, incorrect or defective goods. Contact info@jumboindustrial.com or (972) 944-7038 to start a request. An account is not required.
Our voluntary return conditions do not limit a manufacturer’s written warranty, a remedy for goods that do not conform to the sale, or rights that applicable consumer law does not permit us to exclude. Describing a tool as industrial or a buyer as a business does not by itself determine whether consumer-protection law applies.
The 30-day voluntary return offer
For an eligible change-of-mind return, contact us within 30 calendar days after the item is delivered. The clock starts on delivery, not when you place the order. For separately delivered items, each item’s window begins on its own delivery date. Keep a copy of your request; our response time will not make a request submitted on time late.
The item should be unused, uninstalled, complete and in resaleable condition, with accessories, manuals and original protective packaging. You may open packaging to inspect the item, but operating a machine, connecting it for use, adding fluids or modifying it may take it outside the voluntary return offer. Reasonable inspection does not remove rights concerning a defect or a misdescribed product.
Once authorization is provided, dispatch the item within 14 calendar days using the agreed return method. For freight, contact us within that period to arrange the authorized collection if carrier scheduling prevents immediate dispatch. Tell us about a practical delay; do not book a different freight service or ship to an address found elsewhere on the website without approval.
How to request and send a return
- Email your order number, purchaser’s name, checkout email address, product/model and reason for the request. Include photographs if they help show damage, a wrong item or missing parts.
- We confirm eligibility and provide a return authorization, the correct receiving address, the transport method and any proposed cost. Explain if you cannot safely repack or move the item.
- Repack the item to protect it in transit. Use a suitable pallet or crate where required; retain serial-number labels and include the agreed accessories and documentation. Do not write directly on the product.
- Follow the authorization instructions and retain the carrier receipt and tracking reference. For freight, use the approved bill of lading and collection instructions.
Our public business-correspondence address is not a general returns warehouse. An unauthorized shipment can be delayed or sent to the wrong location; contact us so that we can resolve it. Lack of an authorization number does not by itself eliminate a mandatory legal remedy.
Never return equipment containing fuel, refrigerant, chemicals, damaged batteries or other regulated materials without appropriate instructions. Do not drain, dismantle or package hazardous equipment in a way that creates a safety risk.
Who pays and what is refunded
| Reason | Return transport | Other amounts |
|---|---|---|
| Eligible change of mind | You pay the disclosed actual parcel or freight return cost. | We refund the item price and applicable tax. Separately paid original shipping and completed optional delivery services are generally not refundable. |
| Incorrect item, transit damage or defect for which we are responsible | We arrange or pay reasonable authorized return transport. | The remedy includes the appropriate item, tax and delivery amounts. No restocking fee applies. |
| Cancellation of an unshipped item under a shipment-delay right | No return is required. | We refund amounts paid for the cancelled goods and applicable tax and shipping; no cancellation or restocking fee. |
We do not charge a standard restocking fee. A different fee or final-sale condition for a particular custom or special-order item must be clearly disclosed before you buy; it cannot first appear in a return authorization. Such an exception applies only to the voluntary change-of-mind offer, not to our responsibility for defective or nonconforming goods.
If we provide a return label for a change-of-mind return, we disclose its cost before you accept it. If you authorize a deduction from your refund, the refund statement shows that deduction. An item sold with free standard shipping will not have a hypothetical original shipping charge deducted later. We do not reimburse transport you independently arrange at an unreasonable cost without consulting us, except where applicable law requires otherwise.
Condition problems and product-specific exceptions
Custom-built or made-to-order products, modified equipment, cut-to-length materials, opened consumables and other goods with a justified special restriction may have different voluntary return conditions only when those conditions were disclosed before purchase. A product is not automatically nonreturnable simply because it shipped from a supplier or because it is large or expensive.
If an ordinary return arrives used, incomplete or damaged beyond reasonable inspection, we will document the issue and explain the proposed outcome before applying a deduction or declining the voluntary return. Any deduction must reflect a substantiated loss and be permitted by the terms disclosed at purchase and applicable law. You may ask for the supporting information and dispute the assessment.
For an authorized return that cannot be accepted, we will discuss a safe return-to-customer arrangement and any disclosed transport cost. We will not dispose of your goods without an appropriate basis and notice. Fraud or serial-number substitution may require additional investigation but does not justify delaying unrelated valid refunds.
Damaged, defective, incomplete or incorrect goods
Contact us promptly after discovery, retain packaging where practical and stop using equipment that may be unsafe. Describe what happened and provide available photographs or error information; do not perform unsafe tests to prove a fault. Concealed damage, a clean delivery receipt or opened packaging does not automatically disqualify your claim.
We will assess the issue and arrange an appropriate repair, replacement, missing component or refund in accordance with the applicable rights and any agreement with you. We will not force store credit instead of a refund to which you are entitled. We may coordinate with a manufacturer or carrier, but you may continue to contact Jumbo Industrial about the order.
The 30-day voluntary return period is not a blanket deadline for every defect, warranty or statutory claim. Consult our Warranty & Product Support page for the distinction and the documentation that may help a claim.
Refund timing and payment method
For an ordinary authorized return, we inspect the goods and issue an approved refund within seven business days after receipt. If an issue prevents that timetable, we will explain the issue and next step promptly; this does not extend a shorter legal deadline. We send confirmation showing the refunded amount and any agreed deduction.
Refunds go to the original payment method. Your bank or payment provider may take additional time to display the credit after we issue it. If the original payment method cannot receive a refund, we will use a lawful alternative and complete any necessary verification within the time required by applicable law. Do not email replacement card numbers.
Refunds for unshipped-order cancellations required by the FTC’s merchandise-order rule are issued within seven working days after the refund right arises for payment methods subject to that deadline. They are not placed into the ordinary return-inspection queue. You retain any separate rights to contact your payment provider or use statutory dispute procedures.
Exchanges, cancellations and assistance
Contact us before ordering a replacement if you want an exchange. Availability and any price difference must be confirmed; a return authorization does not reserve another product. If a direct exchange is not practical, we can process an eligible return and a separate new order.
Request cancellation or an order change as soon as possible. An unshipped standard item can be cancelled if we can stop fulfillment. If a shipment can no longer be stopped, the return process may apply. Any custom-order cancellation charge must have been disclosed and accepted before the order and remains subject to applicable law and shipment-delay rights. See Order Status & Cancellations.
Email info@jumboindustrial.com if you disagree with a return decision and explain the issue. We will review the record. Contacting us is not a condition that waives a legal remedy. Changes to this policy apply prospectively; the policy presented at the time of purchase remains relevant to that order.