Returns and Exchange Policy

KATOOL / M&E prides itself on providing outstanding customer care and support. Our devoted team of customer support representatives understands that we need to work vigorously to earn and keep customer trust.

Our goal is that you are satisfied with your purchase from KATOOL Automotive Equipment and will recommend our company to your friends. If for some reason, you are not satisfied with your purchase, our limited return and exchange policy allows you to return defective or incorrect merchandise for a full or partial credit of your order. All returned merchandise requires authorization. Contact our service representatives first for shipping instructions.

Order Cancellations

For orders that have not been shipped out, we can offer a cancellation with a 5% cancellation fee. 

Returns

All returns for reasons other than warranty are subject to a 20% restocking fee & must be authorized by KATOOL Automotive Equipment. Requests for return credit or exchange will be honored for a period of 30 days from the date of purchase. Returned items need to be in like-new condition, uninstalled, and in the original packaging. The buyer is responsible for round-trip freight costs, and after the product is received and examined at one of our brick-and-mortar locations. The freight costs will be deducted from the credit refund. At our discretion, a restocking fee may be charged if your product is opened or is not returned in its original condition, box, or is missing packing material, manuals, or any accessories.

Freight Damaged Items / Shipping Claims

• All shipping claims must be made immediately upon receipt of goods with a signed Delivery Receipt noting said damage.
• All freight issues need to be communicated to KATOOL within 24 hours (or sooner) of receipt so that freight claims can be filed. We will do everything possible to make sure that the problem is resolved quickly and to your satisfaction.
• Please open and inspect your item(s) immediately upon receipt. If you received a product that you believe has a manufacturer’s defect, please contact your sales rep.
• All damage and/or shortage on orders must be reported within 7 business days of receiving the shipment. Any damage and/or shortage not reported within that 7-day time frame will be the customer’s responsibility to replace or repair.
• Small packages that are delivered via UPS or FedEx that has a signature service and appear to have been damaged should also have notes made on the delivery receipt.

Items Not Eligible for Returns, Credits or Exchanges

• Returned items that are outside the 30-day time frame.
• Returned items that are used or previously installed, not in like new condition.
• Returned items that are not in original packaging.
• Returned items that failed due to an accident, purchaser’s abuse, neglect, or failure to operate in accordance with instructions provided in the owner’s manual(s) supplied. 
• Returned items that failed due to incorrect voltage or improper wiring. 
• Returned items that failed due to rain, excessive humidity, corrosive environments or other contaminants. 
• Any product failure caused by installing or operating a product under conditions not in accordance with installation and operation guidelines or damaged by contact with tools or surroundings.
• Returned items with cosmetic defects that do not interfere with product functionality.
• Returned items that are incomplete or defaced.
• Any consumable or standard wear items.
• Returned items with a different serial number from what was authorized for return.
• Returned items that do not include your original receipt, invoice or sales order.
• Returned items that were special ordered or custom configured.

How to Return Products

If you need to return a product, please contact your sales or service rep or e-mail us at info@autokato.com. Please contact KATOOL within the return 30-day timeframe.

We will not issue a refund for any item that is returned without proper authorization. Please do not ship back any item without first obtaining written authorization.

Credit will be issued once the item has been received, tested, and inspected. Please expect the refund, exchange or partial credit to be processed within 7 business days. Additional time may be required depending on the nature of the return.

When in contact with the reps, please carefully follow our returns process to minimize any delays: 

1. If your item is returnable (see above), please submit a ticket stating your:

            Order number

            Product name

            Reason for return

1. Our customer service team will respond to your request within 24 hours.
2. You can choose to return the product by booking your own shipment, to the address that our customer service team provides, and send us the shipment label or BOL and tracking/PRO number. Or let us book the return shipment for you. In the case that the shipment is booked by us, we will share the shipping label or BOL, and the customer is responsible for working with the carrier to coordinate the shipment pickup or dropping off the shipment.
3. Once we have received the returned item(s), we will email you and arrange an exchange or a refund within 7 business days. 

Cancellation Request

If you want to cancel an order (or part of an order) that has not yet been shipped, please call or email us. If your order has already been shipped (and you have not yet received the order) before we receive your cancellation request, the KATOOL return policy will apply. Deposits for special ordered non-stock items will not be refunded upon cancellation of order.

Warranty

Our limited warranty extends only to the original consumer purchaser (“Consumer”) of the KATOOL Lifts (“Product”) and is not assignable or transferable to any subsequent purchaser/end user.

Buyer agrees to pay all costs, expenses, and attorney’s fees incurred by KATOOL in collecting sums due or in regaining possession of said equipment or in enforcing or recovering any damages, losses, or claims, against Buyer.