Return & Refund Policy

Our Commitment

At Sullivan Equipment Co., we stand behind the quality of every product we sell. If you’re not satisfied with your purchase, we’ll do our best to make it right. Please review our policy below for details on returns, exchanges, and refunds.

 

Eligibility for Returns

  • Items may be returned within 30 days of delivery for a refund or exchange.

  • Products must be unused, uninstalled, and in original condition with all hardware, packaging, and documentation included.

  • Returns must be approved by our support team before shipping the item back. Unauthorized returns may be refused or delayed.

 

Non-Returnable Items

Due to the nature of our products, the following items are not eligible for return:

  • Used, installed, or modified equipment

  • Custom-built or made-to-order products

  • Clearance or final sale items

  • Electrical components or accessories once opened

 

Restocking Fees

A 15% restocking fee may apply to certain items to cover inspection, repackaging, and processing costs.

Large or freight-shipped items may be subject to additional fees if the product requires specialized handling.

 

Return Shipping

  • Customers are responsible for the cost of return shipping unless the return is due to a shipping error or defective product.

  • For large or heavy items shipped by freight, we can assist in arranging carrier pickup at the customer’s expense.

  • Original shipping charges are non-refundable unless the return is due to an error on our part.

 

Damaged or Defective Items

If your product arrives damaged or defective, contact us within 48 hours of delivery.
Please include:

  • Photos of the damage or defect

  • Your order number and a brief description of the issue

We’ll review your claim and arrange for a repair, replacement, or refund depending on the situation.

 

Refund Processing

Once your return is received and inspected, refunds are typically processed within 5–10 business days.

Refunds will be issued to the original payment method.

 

Cancellations

Orders may be canceled at no charge before shipment.

Once an order has shipped, it will be subject to the standard return process outlined above.

 

Contact Us

To start a return or request a refund, please email support@sullivanequipmentco.com with your order number, product name, and reason for return.

Our team will review your request and provide detailed instructions for completing the process.