Refund and Returns Policy

Effective Date: June 15, 2026

This Refund and Returns Policy explains how Exmac Tools LLC, operating under the EXMAC brand (“EXMAC,” “we,” “us,” or “our”), handles returns, cancellations, refunds, damaged shipments, and warranty-related claims.

1. Return Eligibility

Return eligibility may depend on the product type, order status, product condition, packaging condition, and timing of the request.

To request a return, please contact us within 30 days of delivery. Returned products must generally be unused, uninstalled, undamaged, complete, and in original packaging with all manuals, parts, accessories, and documentation included.

EXMAC reserves the right to inspect returned products before approving a refund, exchange, repair, replacement, or store credit.

2. Items That May Not Be Eligible for Return

The following items may not be eligible for return unless required by law or approved by EXMAC in writing:

• Used, installed, damaged, altered, modified, or incomplete products.
• Products missing original packaging, parts, accessories, manuals, or documentation.
• Custom, special-order, clearance, open-box, or final-sale items.
• Consumable parts, wear items, blades, belts, or other items subject to normal use or wear.
• Products damaged due to misuse, abuse, negligence, improper wiring, improper installation, lack of maintenance, or unauthorized repair.
• Products returned without prior authorization from EXMAC.

3. How to Start a Return

To request a return, please contact us before sending any product back. Include the following information when possible:

• Order number or proof of purchase.
• Product name and model number.
• Serial number and manufacture date, if available.
• Reason for the return request.
• Photos or videos if the item is damaged, defective, incomplete, or incorrect.

If your return request is approved, we will provide instructions for where and how to send the item. Products returned to the wrong address or without authorization may be refused.

4. Return Shipping

Unless the return is due to an EXMAC error or an approved defective product claim, customers are responsible for return shipping costs, freight charges, packaging, insurance, and any related transportation fees.

We recommend using a trackable shipping method and adequate insurance. EXMAC is not responsible for returned items that are lost, damaged, or delayed in transit.

5. Freight and Large Item Returns

Some machines and large items may require freight return arrangements. Customers are responsible for properly packaging, securing, palletizing, and preparing the product for freight pickup unless otherwise approved by EXMAC in writing.

Additional freight-related charges may apply, including pickup fees, re-delivery fees, storage fees, liftgate service, residential service, limited access service, or carrier inspection fees.

Freight, shipping, handling, and special service charges are generally non-refundable unless the return is due to an EXMAC error or otherwise required by law.

6. Damaged Shipments

Please inspect all shipments upon delivery. If the package or product appears damaged, please note the damage with the carrier before signing when possible, take clear photos, keep all packaging materials, and contact us as soon as possible.

For freight shipments, visible damage should be documented on the delivery receipt before accepting the shipment. Failure to document visible freight damage at delivery may affect the ability to file a carrier claim.

If concealed damage is discovered after delivery, please contact us promptly with photos of the product, packaging, labels, and any visible damage.

7. Incorrect, Missing, or Defective Items

If you receive an incorrect item, missing part, or product that appears defective, please contact us as soon as possible with your order information and photos or videos showing the issue.

Depending on the situation, EXMAC may provide troubleshooting support, replacement parts, repair instructions, an exchange, replacement, return authorization, or other resolution.

8. Refunds

Once we receive and inspect an approved return, we will notify you whether the refund is approved. If approved, the refund will generally be issued to the original payment method.

Please allow time for your bank, credit card company, or payment provider to process and post the refund. Processing times may vary depending on the payment provider.

Original shipping, freight, handling, transaction, and special service fees may be non-refundable unless required by law or approved by EXMAC.

9. Restocking Fees

A restocking fee may apply to approved returns, especially for machines, freight items, special handling items, opened items, or products requiring inspection, repackaging, or reconditioning.

Any applicable restocking fee will be communicated during the return review process when possible.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We will make reasonable efforts to cancel the order before it ships.

Orders that have already shipped, entered freight processing, been picked up by a carrier, or been specially ordered may not be eligible for cancellation. In those cases, the order may need to be handled as a return, and shipping or freight charges may apply.

11. Shipping Delays and Unavailable Items

If an item cannot be shipped within the expected timeframe, we may contact you with updated shipping information, options to continue with the order, or options to cancel the unshipped portion of the order where applicable.

If an order or item cannot be fulfilled, EXMAC may cancel the order or unshipped item and issue an appropriate refund.

12. Warranty Claims

EXMAC products are warranted to the original purchaser from the date of purchase or shipment. Unless otherwise stated, EXMAC-branded products and accessories include a one-year limited warranty.

This warranty does not apply to defects caused directly or indirectly by misuse, abuse, negligence, accidents, improper repairs, improper wiring, alterations, lack of maintenance, normal wear, or consumable parts.

Product registration is not required. To make a warranty claim, please contact our Contact Center. Proof of purchase must accompany the claim. To help expedite your claim, please also include the product serial number and manufacture date if available.

Warranty resolution may include troubleshooting, replacement parts, repair instructions, repair, replacement, or other resolution determined by EXMAC. EXMAC does not reimburse for third-party repairs, services, or expenses related to transporting machinery to or from carrier vehicles, residences, commercial locations, or other locations unless expressly approved in writing.

13. Exchanges

Exchanges may be available for eligible products depending on product availability and the condition of the returned item. Please contact us before sending any product back for exchange.

14. Contact Us

If you have questions about returns, refunds, cancellations, damaged shipments, or warranty claims, please contact us:

Exmac Tools LLC
EXMAC
1645 Bartlett Road
Memphis, TN 38134
United States

Email: sales@exmactools.com
Phone: 877-568-8879