Overview
If a product you have purchased from ALLTORC does not meet your requirements, you may be eligible to return it within 30 days of delivery, subject to the conditions in this policy. Custom items, calibrated tools issued to your serial, and used rental returns are not eligible for refund.
Eligibility
To be eligible for a return, items must be:
- Returned within 30 days of the original delivery date
- Unused and in the same condition as received
- In their original, undamaged packaging with all manuals, accessories, and certificates
- Accompanied by a Return Material Authorisation (RMA) number issued by ALLTORC
Non-Returnable Items
The following items cannot be returned for refund except where they are defective or shipped in error:
- Custom or engineered-to-order products (reaction arms, special sockets, kits built to a customer specification)
- Tools that have been used or installed
- Calibrated tools whose seal has been broken or whose calibration has been disturbed
- Hydraulic oil, grease, and other consumables once opened
- Items returned without an RMA number or after the 30-day window
- Rental tools (these are governed by the rental agreement)
How To Request An RMA
Before returning anything, contact us to request an RMA number. We need:
- Your original order number or invoice number
- The product part number and quantity you want to return
- The reason for return
- Photos if the item arrived damaged
Email returns@alltorcusa.com or call (818) 767-9600. We will issue an RMA number, return shipping instructions, and any specific paperwork your return requires.
Shipping The Return
Returns are shipped at the customer's expense unless the product was defective or shipped in error. We recommend insured, traceable shipping. ALLTORC is not responsible for items lost or damaged in transit on the return leg.
Write the RMA number clearly on the outside of the package. Returns received without an RMA number may be refused or delayed.
Refunds & Exchanges
Once the return is received and inspected, we will notify you within five business days of the outcome. Approved returns are credited to the original payment method within ten business days, less any restocking fees.
Restocking Fees
- Standard catalogue items in original packaging: no restocking fee
- Items returned in damaged or non-resaleable packaging: 15% restocking fee
- Special-order items not normally stocked: 25% restocking fee, returns at our discretion
Exchanges
Where the customer wants to swap one product for another, we process the original as a return and the new item as a fresh order. This keeps the paperwork clean and ensures correct calibration certificates accompany the new item.
Damaged On Arrival
If a product arrives damaged or defective, contact us within 48 hours of delivery with photos of the damage and the original packaging. We will replace the item, refund the order, or arrange a service call as appropriate, at no cost to you.
Do not discard damaged packaging until the claim is resolved, as the carrier may require inspection.
Rental Returns
Rental tools are not covered by this Returns Policy. They are governed by the rental agreement signed at time of rental. Rental returns are inspected for damage, missing components, and recalibration requirements, and any deductions are applied per the rental agreement.
Contact
Returns Department
ALLTORC, 2150 N Lincoln St, Burbank, CA 91504
Email: returns@alltorcusa.com
Phone: (818) 767-9600