Refund policy
Need help processing a return? Please contact our toll-free line at 888-517-0372 to speak to a customer service representative about receiving an RMA (return merchandise authorization) number and to discuss return shipping instructions. Returned items require an RMA (return merchandise authorization) number before a return can be processed.
If you are considering a return, we would like you to think about a couple of things. If you want to return an item because it is not working properly for you, it is most likely something very simple. We suggest you reach out to our technical support or the manufacturer first for assistance. All new equipment includes a warranty through the manufacturer.
What Can and Can’t Be Returned?
AE Outdoor Power accepts returns of unopened and unused items within 30 days after receipt of your purchase for a full refund of the purchase price. Merchandise that cannot be returned includes:
- Equipment that has been gassed or oiled, which federal shipping regulations prohibit.
- Electrical parts.
- Items that have been installed after delivery.
Returned merchandise will be credited back to the original method of payment within 10 days after the item has been received and inspected. Returns are subject to up to a 20% restocking fee.
Shipping Costs
If an item is returned for a reason other than damage, original shipping costs are not refundable. The shipping costs to return the item back to us is also the responsibility of the customer. All returned items weighing more than 150 pounds will require freight shipping. If an item is refused for any reason other than damage, the customer will be responsible for all shipping costs.
Customer Cancellations
If an order is cancelled by a customer after it is placed for any reason outside of AE Outdoor Power's control, a 3 percent return fee will be deducted from the refund to cover the cost of credit card fees incurred by AE Outdoor Power.
If an order is cancelled after an order has shipped, there will be a 20 percent restocking fee deducted along with the shipping costs. Please call us at 888-517-0372 to cancel an order before it ships.
New Equipment & Issues
After equipment is received by the carrier, it will require some set up before it is up and running. The owner's manuals include set up instructions. If a step is missed, the equipment will not function properly. We have technical support available to help customers with equipment setup. If a technician assists, and there still seems to be an issue, all new equipment purchased includes a manufacturer’s warranty. Repair and maintenance for manufacturer defects are covered by the equipment warranty.
Freight Damage
When you receive a freight item, please inspect it for damage before signing the delivery receipt. Many times, there may be damage to the packaging, but the item is completely intact. If there is damage to the packaging, please inspect the item and note that the package was damaged with the driver.
If by chance, there is noticeable freight damage to the item itself. We ask that you please call us at 888-517-0372 and refuse the item. If you need help determining if an item should be refused, we are here to help. If an item is refused, we will be able to get another shipment coming your way right away, and we will work with the freight carrier to correct the situation.
ALL DAMAGE MUST BE NOTED ON THE DELIVERY RECEIPT SO WE CAN FILE A CLAIM WITH THE FREIGHT COMPANY.
All returns can be sent to:
AE Outdoor Power
4063 121st Street
Urbandale, Iowa 50323
If an item is returned using a customer's chosen shipping carrier, and it is damaged during the return, we will deduct the amount to repair or replace the item from the refund. In this case, the customer is responsible for filing and receiving the claim for the damage caused in shipping.