Refund policy
Raelon U.S. Return & Refund Policy
Last updated: August 13, 2026
This Return & Refund Policy applies to purchases made through the Raelon U.S. online store operated by Prolift Rentals Ltd.
Contact:
Email: info@prolifts.ca
Phone: +1 778-316-8133
1. 30-Day Return Window
Eligible non-defective products may be returned within 30 days of the delivery date.
To qualify for a standard return, the product must be:
- New
- Unopened
- Unused
- Uninstalled
- Unmodified
- In its original packaging
- Complete with all originally included components, including the battery, charger, manuals, accessories, and other included items, where applicable
Equipment that has been used, operated, charged, installed, modified, or damaged after delivery is not eligible for a standard change-of-mind return. Defective products may instead be handled under the warranty and support process described below.
2. Return Authorization Required
Do not return any product without prior written authorization from Raelon.
To request a return, contact:
Email: info@prolifts.ca
Phone: +1 778-316-8133
If your return is approved, Raelon will provide the applicable return address and return instructions.
Do not send returns to the Raelon head office unless specifically instructed to do so.
Approved returns should generally be shipped within 5 business days after return authorization is issued.
3. Restocking Fee
Approved non-defective returns are subject to a 15% restocking fee.
The restocking fee will be deducted from the approved refund amount.
4. Return Shipping Costs
For non-defective or change-of-mind returns, the buyer is responsible for all return-related costs, including return freight and, where applicable:
- Packaging
- Palletizing
- Crating
- Insurance
- Other costs necessary to safely return the equipment
Original outbound shipping or freight charges are non-refundable, except where required by applicable law or where the return results from an approved Raelon fulfillment error.
5. Incorrect Product Shipped
If Raelon ships an incorrect product, contact us promptly.
For an approved Raelon fulfillment error, Raelon will cover the approved return freight and appropriate replacement shipping costs.
6. Defective or DOA Products
If you believe your product is defective or dead on arrival, contact Raelon before returning the equipment.
Raelon may first provide remote troubleshooting, technical support, replacement parts, or other appropriate warranty support.
A reported defect does not automatically require a complete equipment return when the issue can reasonably be resolved through warranty or technical support.
Nothing in this policy limits any rights that cannot be excluded under applicable law.
7. Shipping Damage
Inspect your shipment when it arrives.
If you notice visible shipping damage, missing items, damaged packaging, pallet damage, or other freight-related damage:
- Note the damage on the carrier delivery receipt or bill of lading where applicable
- Take clear photographs of the equipment, packaging, pallet, and visible damage
- Keep relevant packaging and shipping documentation where appropriate
- Contact Raelon within 48 hours of delivery
For severe visible freight damage, document the condition carefully and contact Raelon promptly before accepting or using the equipment where reasonably possible.
Failure to document or report freight damage promptly may affect our ability to pursue a claim with the carrier.
8. Refund Processing
After an authorized return is received and inspected, approved refunds are generally processed within approximately 1–2 weeks.
Refunds are issued to the original payment method.
The time required for the refund to appear in your account may vary depending on your financial institution or payment provider.
9. Warranty
The Raelon F4 currently sold through the U.S. store includes:
- 1-year equipment warranty
- 1-year battery warranty
Warranty claims are handled separately from standard change-of-mind returns.
10. Contact
For return, refund, shipping damage, or warranty questions:
Raelon
Operated by Prolift Rentals Ltd.
Email: info@prolifts.ca
Phone: +1 778-316-8133
Head Office:
4751 Shell Rd Unit 10
Richmond, BC V6X 3H4
Canada
Do not return equipment to the head office without prior written authorization.
