Refund Policy

At Raelon, we are committed to providing a fair and transparent return and refund process. Please review this policy carefully before requesting a return, refund, replacement, or exchange.

All return requests must be reviewed and approved by Raelon before a product is shipped back. Unauthorized returns may be refused.

General Return Policy

• Eligible unopened and unused products may be returned within 30 days of the delivery date, subject to the conditions in this policy.
• Forklifts have a separate return period. Eligible unopened and unused forklifts may be returned within 3 days of the delivery date.
• Return eligibility depends on the reason for the return, the product category, the condition of the product, and whether the request is submitted within the applicable return period.
• Custom orders, clearance items, and products identified as final sale are not eligible for return or refund.
• All returns require prior written authorization from Raelon.

Before placing an order, customers should carefully review the product specifications, dimensions, capacity, battery configuration, fork size, delivery requirements, and intended application.

Customers comparing available equipment can browse our Raelon electric pallet jacks or contact our team for assistance before ordering.

Non-Quality-Related Returns

A non-quality-related return is a return requested for reasons such as ordering the wrong model, changing your mind, no longer requiring the equipment, or determining that the product is not suitable for the intended application when no product defect or shipping error has occurred.

The following conditions apply to non-quality-related returns:

• The return request must be submitted within 30 days of delivery for eligible products other than forklifts.
• The return request must be submitted within 3 days of delivery for forklifts.
• The product must be new, unopened, unused, uninstalled, unmodified, and in its original condition.
• The product must be returned with its original packaging, accessories, batteries, chargers, components, manuals, keys, documentation, and any other items included with the order.
• The customer is responsible for all return shipping, freight, palletizing, crating, packaging, handling, insurance, and related transportation costs.
• A 15% restocking fee will be deducted from the approved refund.
• Any original outbound freight, delivery, or shipping cost paid or subsidized by Raelon may also be deducted from the refund.
• Opened, used, operated, installed, assembled, charged, modified, damaged, or incomplete products are not eligible for a non-quality-related return.
• If accessories, parts, packaging, manuals, keys, chargers, batteries, or documentation are missing or damaged, the corresponding value may be deducted from the refund or the return may be refused.

Wrong Product Received

• If you receive a product that does not match your order, do not open, install, charge, assemble, operate, or use it.
• Contact Raelon as soon as possible and provide your order number, delivery information, and clear photos of the received product, product label, packaging, and shipping documents.
• Raelon will review the information and confirm whether the wrong product was shipped.
• If Raelon confirms that the incorrect product was sent, Raelon will provide return instructions and arrange an appropriate replacement or other approved resolution.
• The customer will not be responsible for approved return freight or replacement shipping when Raelon has verified that the wrong product was shipped by Raelon.

Defective or Not Working on Arrival

• If a product is defective, not functioning properly upon arrival, or missing an essential component, contact Raelon promptly after delivery.
• Provide the order number, product model, serial number when applicable, a detailed description of the issue, and clear photos or videos showing the problem.
• The customer must complete reasonable diagnostic and troubleshooting steps with Raelon’s remote technical support.
• A return, replacement, refund, or replacement part will not be approved until Raelon has reviewed the information and verified the issue.
• If the issue can reasonably be resolved through replacement parts and remote technical guidance, Raelon may provide those remedies instead of authorizing a full product return.
• If Raelon confirms that the product has a covered defect that cannot reasonably be resolved through replacement parts or remote support, Raelon may approve a replacement, return, refund, repair, or another appropriate remedy.
• Warranty claims remain subject to the applicable terms and periods stated in our Warranty Policy.

Shipping Damage and Delivery Inspection

Customers must inspect the shipment carefully at the time of delivery and before signing the carrier’s delivery receipt or Bill of Lading.

• If the shipment has visible serious damage, the customer should refuse delivery when appropriate and contact Raelon immediately.
• Visible packaging damage, missing items, punctures, crushed packaging, broken pallets, displaced equipment, or other freight-related concerns must be clearly noted on the carrier’s delivery receipt or Bill of Lading before the delivery is accepted.
• Shipping damage or shortages must be reported to Raelon within 48 hours of delivery.
• The report must include the order number, delivery date, carrier information when available, a copy or photo of the delivery receipt or Bill of Lading, and clear photos of the packaging, pallet, equipment, damaged area, and shipping labels.
• The customer must preserve the original packaging, pallet, wrapping, straps, shipping documents, and damaged product until Raelon and the carrier complete their review or provide further instructions.
• If damage or shortages are not documented at delivery or reported within 48 hours, Raelon may be unable to submit or support a freight claim.
• Do not operate equipment that appears unsafe or seriously damaged.

Minor cosmetic freight marks, including small scratches, paint marks, or minor dents that do not affect safe operation, structural integrity, or normal functionality, will be reviewed individually but may not qualify for a return, replacement, or full refund.

Items Not Eligible for Return or Refund

• Custom orders
• Clearance items or products identified as final sale
• Non-quality-related forklift returns requested more than 3 days after delivery
• Other non-quality-related returns requested more than 30 days after delivery
• Products returned without prior written authorization from Raelon
• Opened, used, operated, installed, assembled, charged, modified, or incomplete products submitted for a non-quality-related return
• Products damaged through misuse, abuse, overloading, improper operation, improper charging, improper storage, negligence, accident, unauthorized repair, unauthorized modification, or use of non-approved parts or accessories
• Products damaged because of inadequate return packaging, palletizing, crating, strapping, wrapping, or handling arranged by the customer
• Consumable items or normal wear items after use, unless confirmed to have an applicable covered defect

Return Procedure

1. Contact Raelon at info@prolifts.ca.
2. Provide your order number, product model, serial number when applicable, reason for the request, delivery information, and relevant photos or videos.
3. Raelon will review the request and determine whether the product may qualify for return, replacement, refund, repair, replacement parts, or warranty support.
4. If the return is approved, Raelon will provide written return authorization and return instructions.
5. The customer must not return or ship the product until written authorization has been provided.
6. Unless otherwise agreed in writing, the approved return must be shipped within 5 business days after the return instructions are issued.
7. The customer must provide shipment tracking information and any requested freight documents.
8. Once the returned product is received, Raelon will inspect its condition and verify that the returned contents match the approved return request.
9. The final refund, replacement, or other resolution will be confirmed after inspection.

Customer Responsibilities for Return Shipping

• For non-quality-related returns, the customer is responsible for arranging and paying all return transportation costs.
• The customer is responsible for properly draining, securing, palletizing, crating, strapping, wrapping, boxing, labelling, and protecting the product as required by the carrier and Raelon’s return instructions.
• Heavy equipment must be secured to a suitable pallet or crate and prepared for safe freight transportation.
• If the return shipment is not properly prepared, the carrier may refuse the shipment or assess additional charges.
• The customer is responsible for damage or loss occurring during return transportation arranged by the customer.
• Raelon is not responsible for damage caused by insufficient packaging, improper palletizing, inadequate securing, or unsuitable return transportation arranged by the customer.

Inspection and Refund Deductions

Approved refunds are based on the condition and completeness of the returned product.

Raelon may deduct the following amounts from the refund when applicable:

• The 15% restocking fee
• Original outbound freight or delivery costs
• Return freight or handling costs paid by Raelon on behalf of the customer
• The value of missing accessories, batteries, chargers, components, keys, manuals, packaging, or documentation
• Costs associated with damage, cleaning, repackaging, inspection, repair, or restoring the product to a resalable condition
• Carrier charges, storage charges, redelivery fees, address-correction fees, or other costs resulting from customer instructions or actions

If the returned product does not meet the approved return conditions, Raelon may refuse the return or issue a reduced refund based on the product’s condition.

Refund Processing Time

• Approved refunds are generally issued to the original payment method.
• Refund processing begins after the returned product has been received and inspected.
• Approved refunds are generally processed within 1 to 2 weeks after inspection, although the time required for the funds to appear may depend on the payment provider or financial institution.
• Original shipping, freight, delivery, handling, and related service charges are non-refundable unless Raelon confirms otherwise in writing.
• For orders paid by cash, cheque, money order, wire transfer, or another offline method, the refund method will be arranged separately.

Exchanges

• All exchanges require prior written approval from Raelon.
• In most cases, the original product must be returned under the approved return procedure and a separate order must be placed for the replacement product.
• Any price difference, shipping charge, freight charge, tax, or other cost associated with the replacement order must be paid before the replacement is shipped.
• Any refund relating to the original product will be processed after the returned product has been received, inspected, and approved.

Applicable Rights

Nothing in this policy is intended to exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable Canadian federal, provincial, or territorial law.

Contact Us

For questions about this Return and Refund Policy, contact Raelon at info@prolifts.ca.

Raelon reserves the right to review each request and make the final determination regarding return eligibility, refund deductions, replacement options, and available remedies, subject to applicable law.