What can come back, what cannot, and how it works. In plain language.
The short version. It comes down to one question: has it been used yet?
1. Still unused? You have 30 days. Bring it back to our Troy location and we refund you, less a restocking fee of up to 15%.
2. Already used it, and something is wrong? Call us. That is a warranty question, not a return, and it is ours to fix. There is no fee for that.
3. Already used it, and you just want out? Talk to us. A machine that has been run is a used machine, so we cannot refund it as new, but we may offer to buy it back at a fair used price. Different conversation, still a conversation.
We accept returns on machines, parts, and accessories that are unused and in original condition, within 30 days of pickup, including all original packaging, accessories, and documentation.
Unused means exactly that. A machine that has been filled, run, or driven is not unused, even briefly. A pad or brush that has touched a floor is not unused. A battery that has been installed and charged is not unused.
This is the question we get most, so here is the honest answer.
Once a machine has been filled and run, it is a used machine. That is not us being strict, it is just what the market says: a used scrubber is worth roughly 20% to 40% less than the same machine new, sometimes more. That drop happens the first time it runs, and it does not come back. So we cannot refund it as new, because we can no longer sell it as new.
That does not mean we stop talking to you. Here is what we can do.
We would honestly rather you never get here. Come see the machine before you buy it, tell us your floor and your square footage, and let us talk you out of the wrong one. That conversation is free and it is the whole reason we are pickup only.
The following are not returnable. This list is fixed and we apply it consistently. It is not decided case by case after the fact.
Returns of unused items are subject to a restocking fee of up to 15% of the purchase price. You pay it, and it comes out of your refund, so there is nothing to pay us separately.
The fee is set after we receive the item and inspect it, and it depends only on its condition and whether it can go back into stock as new. Something returned sealed and untouched sits at the low end. Something opened, repackaged, or missing an accessory sits at the high end. We tell you the fee before we process the refund, so nothing is a surprise.
Why there is a fee at all: an item that has been out of our hands has to be inspected, re-tested, repackaged, and put back on the floor, and it can no longer be sold as factory sealed. The fee covers that work and that loss. It is not a penalty for changing your mind.
Defective items carry no restocking fee, ever. If it is our problem, it is our cost.
We are a local pickup business in Troy, MI. Returns are brought back to our Troy location by you, at your cost and on your transport. We do not arrange or pay for return freight.
Once we receive the item and confirm its condition, we issue the refund to the original payment method, less the restocking fee. Refunds are processed within 5 business days of the item being received and inspected. Your bank or card issuer may take additional days to post it.
If an item arrives back used, damaged, or incomplete, we will contact you before doing anything. We will not quietly refuse a refund or return the item without telling you.
If something is defective when you receive it, call us right away at (248) 845-4174. Defective items are handled separately from this returns policy and are not subject to a restocking fee.
These terms get thrown around loosely. Here is exactly what each one means on this page, so nobody is confused about which one applies to them.
The one that trips people up: a used machine never carries a restocking fee, because there is nothing to restock. If you hear us quote a number on a used machine, that is a buy-back price, not a fee.
Michigan law does not require any store to accept returns for a change of mind. Many equipment dealers accept none at all. We choose to offer this policy because we would rather you buy from us with confidence.
What the law does protect, and what we honor without argument: if an item is defective, or is not what we represented it to be, you have a legitimate complaint regardless of anything on this page. No restocking fee, no time limit games. Call us and we will sort it out.
Rentals are not covered by this policy. Rental terms are agreed at the time of booking. See rentals or contact us.