Refund & Returns Policy
We stand behind every product we sell. Before reaching out about a return, please read this policy carefully — heavy commercial equipment has specific return conditions that differ from typical retail products, and understanding them upfront will make the process faster for everyone.
Cancellations
Orders can be cancelled for a full refund at any time before the item ships from the warehouse. Once an order has shipped, it cannot be cancelled and will be subject to the return policy below.
To cancel an order, contact us immediately at support@eliteequipmenthq.com or (480) 827-6912. We will confirm whether your order has shipped and process the cancellation if eligible.
Returns
We accept returns within 30 days of delivery under the following conditions:
The item must be unassembled, unused, and in its original packaging. Due to the size and weight of our products, returns require freight shipping coordinated through us. Customers are responsible for return freight costs unless the return is the result of our error or a manufacturer defect.
A restocking fee of up to 25% may apply to returned items. This covers freight coordination, repackaging, and warehouse handling on the manufacturer's end. The exact restocking fee will be confirmed when your return request is approved.
To initiate a return, email support@eliteequipmenthq.com with your order number and reason for return. Do not ship anything back without receiving a Return Merchandise Authorization (RMA) from us first. Unauthorized returns will not be accepted.
Non-Returnable Items
The following cannot be returned under any circumstances:
- Items that have been assembled or installed
- Items with missing original packaging or hardware
- Items damaged due to improper installation or misuse
- Special-order or custom-configured items
- Items reported after 30 days of delivery
Damaged or Defective Items
If your order arrives damaged, contact us within 3 business days of delivery with photos of the damage and your signed delivery receipt. Damage reported after this window cannot be processed for a freight claim.
If damage was noted on the delivery receipt at the time of signing, we will coordinate a replacement or replacement parts at no cost to you. If damage was not noted at delivery, we will work with you on a case-by-case basis but cannot guarantee a full replacement.
Manufacturer defects discovered after installation are handled directly through Atlas Automotive Equipment's warranty program. We will assist you in initiating a warranty claim. Atlas warranties range from 1 year (parts) on wheel service equipment to 5 years structural / 2 years hydraulic on lifts.
Refunds
Once a returned item is received and inspected by the manufacturer's warehouse, we will notify you of approval or rejection within 3 business days. Approved refunds are processed within 5–7 business days to your original payment method. Original freight costs are non-refundable. Restocking fees are deducted from the refund amount.
Exchanges
We do not offer direct exchanges. If you need a different product, return the original item per the process above and place a new order.
Questions?
Contact us at: Phone: (480) 827-6912 Email: support@eliteequipmenthq.com Hours: Monday – Friday, 9 AM – 5 PM MST