Refund policy
Effective Date: August 2026 Last Updated: August 25, 2026
1. Overview (Quick Reference)
| Item | Terms |
|---|---|
| Return window | 30 days from delivery |
| Damaged package reporting | 7 days from delivery |
| Product condition accepted | New (unused, original packaging, tags attached) for change-of-mind returns; any condition for defective or damaged items |
| Return method | By mail (USPS, UPS, FedEx) or by LTL freight for large equipment |
| Return shipping cost | Customer pays for change-of-mind returns; Crestline Equipment pays for defective, damaged, or incorrect items |
| Restocking fee | 20% for change-of-mind returns; 0% for defective, damaged, or incorrect items |
| Refund processing time | 5 to 7 business days after we receive and inspect the returned item |
| Refund method | Original payment method |
| Exchanges | Accepted for defective, damaged, or incorrect items |
2. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Crestline Equipment website located at www.crestlineequipment.com ("Website") and shipped to customers within the United States.
3. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: support@crestlineequipment.com Phone: 888-281-4748 Address: 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States Hours: Monday through Friday, 10:00 AM to 7:00 PM EST
4. Return Eligibility
Customers have the right to return products within 30 days of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.
4.1 Conditions for Return
For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, and in the same condition that you received it. It must be in the original packaging, with all labels and tags attached.
For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
Proof of Purchase: A receipt or proof of purchase is required for all returns.
5. Return Process
5.1 Initiating a Return
Contact Customer Service: Email us at support@crestlineequipment.com or call 888-281-4748 within 30 days of receiving your order. Provide your order number and a detailed reason for the return.
Return Authorization: After reviewing your request, we will provide detailed return instructions and a Return Merchandise Authorization (RMA) number if applicable. Please note that change-of-mind returns are subject to a 20% restocking fee, which will be deducted from your refund.
Unauthorized Returns: Items returned without an RMA number may be refused by our receiving facility or subject to a delay in processing.
5.2 Preparing Your Return
Package the Item Safely: Securely pack the item in its original packaging with all accessories, manuals, and free gifts included. Equipment shipped on a pallet must be returned on a pallet and shrink-wrapped for freight transit.
Include Documentation: Include the return authorization form and any necessary supporting documents or images. Write the RMA number on the outside of the package or on the pallet placard.
Return Label: For change-of-mind returns, you will need to download and print your return label. Providing and paying for the return label is the customer's responsibility. For defective, damaged, or incorrect items, Crestline Equipment will provide a prepaid return label or arrange freight pickup at our expense.
5.3 Shipping the Return
Method: Return by mail using USPS, UPS, or FedEx. Large equipment is returned by LTL freight, and we will arrange the carrier and pickup appointment. Use a trackable shipping method.
Return Window: Ship the item within 14 days after receiving the return authorization. RMA numbers expire 14 days after issuance.
Risk of Loss: For change-of-mind returns, the item remains the customer's responsibility until it is received at our facility. We recommend insuring the shipment for its full value.
6. Return Shipping Costs and Fees
Return Shipping Costs (Change of Mind): The customer is responsible for return shipping costs. For large equipment, this includes LTL freight charges and any accessorial charges such as liftgate or residential pickup service.
Return Shipping Costs (Defective, Damaged, or Incorrect Items): Crestline Equipment covers return shipping costs.
Restocking Fees: A 20% restocking fee applies to change-of-mind returns. No restocking fee applies to defective, damaged, or incorrect items.
Original Shipping Charges: Shipping charges paid at checkout are non-refundable on change-of-mind returns. Original shipping charges are fully refunded when the return is due to a defective, damaged, or incorrect item.
7. Specific Return and Refund Conditions
7.1 Returns Due to Change of Mind (Non-Defective Products)
Eligibility: Items must be unused, undamaged, and in original packaging with tags attached. Return request must be made within 30 days of receipt.
Refund: A refund will be issued to the original payment method, minus a 20% restocking fee. Return shipping is the customer's responsibility.
7.2 Defective or Damaged Goods
Notification: Contact us within 7 days of delivery for packages that arrive damaged, or within 30 days of delivery for defects discovered after the package has been opened and inspected.
Freight Damage: For equipment delivered by LTL freight, any visible damage must be noted on the delivery receipt at the time of delivery before you sign for the shipment. Damage discovered after the driver has left (concealed damage) must be reported to us within 7 days of delivery, with the original packaging retained for carrier inspection.
Documentation: Provide photos or videos of the defect or damage.
Resolution: We will offer a replacement or a full refund. No restocking fee applies, and we will cover return shipping costs.
Manufacturer Warranty: Coverage for defects discovered after the 30 day return window varies by brand. Contact us at support@crestlineequipment.com and we will direct you to the applicable manufacturer warranty process.
7.3 Incorrect Product Received
Notification: Inform us immediately upon receipt.
Resolution: We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product at no additional cost.
7.4 Product Never Arrived
Notification: Contact us if your product does not arrive within the estimated delivery time stated in our Shipping Policy.
Resolution: We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.
7.5 Order Cancellation
Before Shipment: You can cancel your order for a full refund if the cancellation request is received within 24 hours of order placement and before the order has shipped.
After Shipment: If the order has already been shipped, please follow the return process once received. A 20% restocking fee applies to change-of-mind cancellations after shipment, and return shipping is the customer's responsibility. Orders intercepted or refused in transit are treated as change-of-mind returns and are subject to the same fee, plus any carrier return charges.
Declined Freight Quotes: If your order requires a custom freight quote and you decline it, the order is cancelled and refunded in full with no fees. See our Shipping Policy for details.
International Orders: Orders placed for delivery outside the United States are cancelled and refunded in full. We ship within the United States only.
8. Refunds
8.1 Refund Conditions
Approval: Refunds are issued after we receive and inspect the returned item.
Notification: We will notify you via email regarding the approval or rejection of your refund.
Condition: Items must meet the return eligibility criteria outlined in Section 4.
8.2 Refund Processing
Method: Refunds will be processed to the original payment method used at the time of purchase.
Processing Time: After receiving and inspecting the returned item, the refund processing time is 5 to 7 business days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.
8.3 Partial Refunds
Partial refunds may be granted in certain situations:
Condition Issues: Items not in original condition, damaged in return transit, or missing parts, accessories, manuals, or original packaging for reasons not due to our error.
Late Returns: Items authorized within the 30 day return window but shipped more than 14 days after the RMA was issued.
9. Exchanges
We accept exchanges. We replace items if they are defective, damaged, or incorrect. To request an exchange, contact us at support@crestlineequipment.com.
10. Non-Returnable Items
The following items are not eligible for return or refund:
- Custom or personalized items
- Items marked as "Final Sale"
- Gift cards, which are non-refundable and valid for one year from the date of issue
- Equipment that has been used, put into service, or has fluids, chemicals, or batteries installed, unless the item is defective
11. Timelines
| Action | Deadline | Measured from |
|---|---|---|
| Cancel an order for a full refund | 24 hours | Order placement, and before shipment |
| Report a package that arrived damaged | 7 days | Delivery date |
| Report concealed freight damage | 7 days | Delivery date |
| Report a missing item from your order | 7 days | Delivery date |
| Request a return (change of mind or defect) | 30 days | Delivery date |
| Ship an authorized return back to us | 14 days | Date the RMA is issued |
| Refund issued after inspection | 5 to 7 business days | Date we receive and inspect the return |
All windows above are calendar days unless stated as business days.
12. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
13. Questions and Support
Crestline Equipment
Email: support@crestlineequipment.com
Phone: 888-281-4748
Business Hours: Monday through Friday, 10:00 AM to 7:00 PM EST
Address: 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.