Returns & Refunds

Return request period

Contact Hoistreno within 15 calendar days after delivery to request a return authorization (RA). You must provide your order number, the equipment purchased, and the reason for your request. Never ship machinery to our business address or to an unapproved warehouse without written return instructions.

Eligible equipment condition

For change-of-mind returns, equipment must be unused, uninstalled, unmodified, complete, with original packaging, crate, pallet, manuals, accessories and components. Lawn tractors must have no added fuel, fluids or operating hours. Secure freight safely on a pallet and include the approved RA number.

Return freight costs

For eligible change-of-mind returns, the customer pays insured return freight to the location specified by Hoistreno. Heavy equipment typically requires freight transport, not parcel shipping. We can help arrange approved transportation; its agreed cost may be deducted from the refund if paid by Hoistreno on your behalf. Hoistreno covers reasonable authorized return shipping if we shipped the wrong product or it arrived defective or damaged.

How returns are handled

1. Request authorization within 15 calendar days after delivery by contacting our support team.
2. Wait for the approved RA number, packing instructions and warehouse return address.
3. Secure the complete item in the original crate or pallet and ship with tracking and appropriate freight insurance.
4. We aim to inspect accepted returns within 2 business days after arrival. Approved refunds are issued to the original payment method within 5–7 business days after inspection; bank posting may take longer.

Damage, defects and wrong items

Inspect freight upon delivery. Record visible shipping damage on the carrier receipt, take photographs and contact us as soon as possible, preferably within 24 hours. Do not use unsafe equipment. We will work with you on an appropriate repair, replacement or refund. Your legal rights are not limited by the preferred reporting period.

Deductions and exceptions

Used, installed, modified, incomplete or return-damaged equipment may not qualify for a change-of-mind return. Any documented and lawful deductions for missing or damaged components will be explained. We do not charge a blanket restocking percentage solely for submitting an otherwise eligible return.

Refund processing

After inspection and approval, refunds are initiated to the original payment method within 5–7 business days. The bank or card issuer may take additional time to credit the account. Read the Refund Policy for more detail.

Contact Jack

Email support@Hoistreno.com or call +1 (480) 484-7668. Business address: 3380 S Power Rd, Gilbert, AZ 85234, USA. Do not send freight to this address unless explicitly authorized in your return instructions.