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Return & Refund Policy
ReelPower Industrial, Inc. ("Reel Power," "we," "us," or "our") is committed to delivering precision-engineered reeling, spooling, coiling, and winding equipment that meets the highest standards of quality and performance. As a manufacturer of both standard and custom industrial machinery, we understand that returns and refunds require careful handling. This policy outlines the terms and conditions governing returns, refunds, and exchanges for all products purchased from ReelPower Industrial.
Please read this policy carefully before placing an order. By purchasing from ReelPower Industrial, you acknowledge and agree to the terms set forth herein.
1. Policy Quick Reference Summary
The following table provides a high-level overview. Full details for each category are provided in the sections below.
| Product / Item Type | Return Eligibility | Restocking Fee |
|---|---|---|
| Standard Stock Equipment (unused) | Within 30 days of shipment | 25% of sale price $50 minimum |
| Custom / Made-to-Order Equipment | Not eligible for return | N/A |
| Electrical Parts & Components | Not eligible for return | N/A |
| Parts & Accessories (unused, in original packaging) | Within 30 days of shipment | 25% of sale price |
| Nonconforming / Defective Goods | Within Inspection Period upon receipt | No fee |
| Damaged Goods (carrier damage) | Must be documented at delivery | No fee |
| Items returned without prior authorization | Will be refused | N/A |
2. Return Merchandise Authorization Requirement
Prior written authorization from Reelpower Industrial is required before returning any goods. Unauthorized returns will be refused and returned to the sender at their own expense
How to Request a Return Merchandise Authorization (RMA)
To initiate a return, contact our Customer Service team using the information below:
| Phone | (405) 672-0000 | Toll Free: (888) 873-4000 |
|---|---|
| Fax | (405) 672-7200 |
| [email protected] | |
| Address | 5101 S. Council Road, Suite 100, Oklahoma City, OK 73179 |
When contacting us, please have the following information ready:
- Original purchase order or invoice number
- Date of purchase and date of delivery
- Model and serial number of the machine (if applicable)
- Description of the product(s) being returned (if it is not a machine)
- Reason for return (defective, incorrect item shipped, other)
- Photographic documentation (required for damaged or nonconforming goods)
ReelPower Industrial reserves the right to deny return authorization at its sole discretion. If authorized, you will receive written confirmation with a Return Material Authorization (RMA) number and specific shipping instructions. The RA number must be clearly referenced on all return shipping labels and documentation.
3. Eligible Returns — Standard Equipment & Parts
3.1 Eligibility Criteria
Standard, non-customized equipment and parts may be eligible for return subject to all of the following conditions:
- A Return Material Authorization (RMA) has been issued in writing by ReelPower Industrial.
- The return is initiated within thirty (30) days from the date of shipment. Claims made after thirty (30) days will be deemed waived and are not eligible for return or refund.
- The item is unused, uninstalled, unmodified, and in its original factory condition.
- All original packaging, documentation, accessories, and manuals are included and intact.
- The item shows no signs of use, damage, wear, or alteration beyond transit.
3.2 Restocking Fee
All authorized returns of standard equipment and parts are subject to a restocking fee of not less than twenty-five percent (25%) of the original sales price of the returned goods. This fee reflects the cost of inspection, repackaging, re-inventory, and administrative processing.
3.3 Shipping Costs for Returns
Unless the return is due to an error on the part of ReelPower Industrial (e.g., incorrect item shipped, warranty failure), all return shipping costs are the responsibility of the customer. Goods must be returned prepaid and freight-paid to Reel Power's designated return location. ReelPower Industrial is not responsible for items lost or damaged during return transit. We recommend using a trackable shipping method and obtaining appropriate freight insurance.
4. Non-Returnable Items
The following categories of products are not eligible for return under any circumstances:
- Custom-Engineered & Made-to-Order Equipment: Any equipment manufactured, modified, or assembled to customer-specific specifications, drawings, or configurations. Custom orders represent a significant investment of design, engineering, and manufacturing resources and cannot be restocked.
- Electrical Parts & Components: Due to the sensitive nature of electrical and electronic parts, all electrical components are strictly non-returnable once shipped.
- Used or Installed Equipment: Any equipment that has been powered on, installed, operated, or put into service is not eligible for return.
- Modified or Altered Equipment: Equipment that has been physically modified, repainted, disassembled, or altered in any way after delivery.
- Items Marked as Final Sale or Non-Returnable: Any products specifically designated as final sale at the time of purchase.
- Software & Calibrated Items: Software licenses and equipment that has undergone customer-specific calibration or programming.
5. Defective & Nonconforming Goods
5.1 Definition of Nonconforming Goods
"Nonconforming Goods" are defined as:
- The product shipped is different from what was identified in the customer's purchase order.
- The product's label or packaging incorrectly identifies its contents.
- The product arrives in a damaged condition due to manufacturing defects.
5.2 Inspection Upon Receipt
Customers are required to inspect all goods immediately upon receipt (the "Inspection Period"). To preserve your rights under this policy, customers must notify ReelPower Industrial in writing of any Nonconforming Goods promptly upon discovery, along with:
- A detailed written description of the nonconformance or defect.
- Photographic or video documentation of the condition.
- The original packing list and relevant shipping documents.
Failure to provide written notification with specificity during the Inspection Period will constitute deemed acceptance of the goods, and claims will be deemed waived.
5.3 ReelPower's Remedies for Nonconforming Goods
Upon receipt and validation of a nonconformance claim, Reelpower Industrial will, at its sole discretion:
- Replace the Nonconforming Goods with conforming goods of the same specification; OR
- Issue a credit or refund for the price paid for the Nonconforming Goods, including reasonable shipping and handling costs incurred by the customer in connection with the return.
These remedies are the customer's exclusive remedies for the delivery of Nonconforming Goods. Reelpower Industrial's liability for nonconforming goods shall not exceed the purchase price paid for the relevant goods, as further described in our Terms and Conditions of Seller.
6. Carrier Damage Claims
Risk of loss passes to the customer upon delivery of goods to the carrier, regardless of who pays for shipping. Customers assume responsibility for filing claims with the carrier for any shipping-related damage or loss.
6.1 Visible Damage at Delivery
If goods arrive with visible damage:
- Immediately notify the delivery driver and document the damage before signing any delivery receipt.
- Take photographs of the exterior packaging and the damaged item(s).
- Notate the damage on the bill of lading or delivery receipt before signing.
- Contact ReelPower Industrial immediately at (405) 672-0000.
6.2 Concealed Damage
If damage is discovered after delivery (concealed damage):
- Stop using the equipment immediately.
- Document the damage with photographs.
- Contact ReelPower Industrial and the carrier as soon as possible.
- All claims regarding shortages and concealed damage must be reported within thirty (30) days of receipt of shipment.
ReelPower Industrial will cooperate with the customer's efforts to recover damages from the carrier. Unless otherwise requested in writing by the customer, shipments are not insured by Reel Power against damage or loss in transit.
7. Order Cancellations
Orders are not subject to cancellation or modification — including changes to specifications, quantities, shipping schedules, or other agreed conditions — without ReelPower Industrial's prior written consent, which is granted at our sole discretion.
If a cancellation is approved in writing, the customer agrees to compensate ReelPower Industrial for all documented losses, costs, and expenses incurred up to the date of cancellation, including but not limited to:
- Engineering and design costs
- Materials and components procured or ordered
- Labor costs for work already performed
- Third-party vendor commitments or subcontractor costs
- Administrative and processing costs
Custom and made-to-order equipment cannot be cancelled once manufacturing has commenced.
8. Refund Process & Timeline
8.1 How Refunds Are Processed
Upon receipt of returned goods, Reelpower Industrial will inspect the items to verify their condition and confirm eligibility under this policy. Refunds are processed as follows:
- Credit to the original payment method, or
- Credit memo applicable to a future purchase, at Reel Power's discretion.
8.2 Refund Timeline
Once a return is received and inspection is complete:
- Standard returns: Refunds are processed within ten (10) to fifteen (15) business days.
- Nonconforming goods: Refunds or replacements are arranged within ten (10) business days of claim validation.
8.3 Refund Deductions
The refund amount will reflect the original purchase price minus:
- The applicable restocking fee (minimum 25% for standard returns).
- Any outbound and return shipping charges not covered by Reel Power's error.
- Any cleaning, refurbishment, or repair costs if the item is returned in a condition other than original.
9. Warranty Coverage
This Return & Refund Policy should be read in conjunction with ReelPower Industrial’s Limited Warranty, which applies only to the original purchaser and covers defects in material or workmanship under normal use and service for a period of one (1) year from the date of purchase.
Warranty claims are handled separately from standard returns and may entitle the purchaser to repair or replacement at Reel Power’s sole discretion, following inspection of the defective part at its facility. The purchaser is responsible for all costs associated with removing and shipping the part to the manufacturer for evaluation.
The Limited Warranty does not apply to goods subject to misuse, negligence, unauthorized modification, or normal wear and tear. The warranty excludes liability for consequential, incidental, or indirect damages, including loss of use or related costs, and disclaims all implied warranties, including merchantability and fitness for a particular purpose.
Full warranty terms are available here.10. Tariff & Price Adjustment Notice
All quoted prices are based on market conditions and applicable tariffs at the time of issuance. In the event of government-imposed tariff changes, duties, or trade regulation adjustments after an order is placed, the final price of equipment may be subject to revision. Any such adjustments will be communicated to the customer in writing prior to order confirmation or shipment. Please refer to our Terms and Conditions of Seller for full details.
11. Governing Law
This Return & Refund Policy shall be governed by and construed in accordance with the laws of the State of Oklahoma, without regard to its conflicts of law provisions. Any disputes arising under this policy shall be resolved in the state or federal courts located in Oklahoma City, Oklahoma.
12. Contact Us
For all return inquiries, refund requests, or questions regarding this policy, please contact our team:
| Company | ReelPower Industrial, Inc. (d/b/a Reel-O-Matic / Tulsa Power) |
|---|---|
| Address | 5101 S. Council Road, Suite 100, Oklahoma City, Oklahoma 73179 |
| Phone | (405) 672-0000 |
| Toll Free | (888) 873-4000 |
| [email protected] | |
| Website | www.reelpowerind.com |