Last Updated: December 8th, 2025
At ATW Industries, we want you to be completely satisfied with your purchase. This Return and Refund Policy explains our procedures for returns, exchanges, and refunds. Please read this policy carefully before making a purchase.
Return Eligibility
30-Day Return Window
You may return most products within 30 days of delivery for a refund or exchange. The 30-day period begins on the date of delivery, not the date of purchase.
Return Conditions
To be eligible for a return, products must:
- Be unused: Products must be in the same condition as received, with no signs of installation, use, or wear
- Be in original packaging: Products must be returned in their original packaging, including all accessories, manuals, and hardware
- Have proof of purchase: You must provide your order number or receipt
- Not be damaged by the customer: We cannot accept returns of products damaged after delivery (except for defects)
Non-Returnable Items
The following items cannot be returned:
- Used products: Items that show signs of installation, use, wear, or modification
- Products without original packaging: Items returned without original packaging or with damaged packaging (unless damaged in shipping)
- Custom or special orders: Products manufactured to custom specifications cannot be returned unless defective
- Clearance or final sale items: Items marked as clearance or final sale (if applicable)
Return Shipping
Customer-Initiated Returns (Change of Mind)
If you are returning a product because you changed your mind, ordered the wrong item, or are unsatisfied for non-defect reasons:
- You are responsible for return shipping costs
- We recommend using a trackable shipping method
- You bear the risk of loss during return shipment
- Products must be returned to the address we provide
Defective or Damaged Products
If you received a defective, damaged, or incorrect product:
- We pay return shipping costs
- We will provide a prepaid return shipping label
- Contact us immediately at atwindustries1@gmail.com with photos and details
How to Initiate a Return
To start a return, follow these steps:
Step 1: Contact Us
Email us at atwindustries1@gmail.com within 30 days of delivery with:
- Your order number
- Product name(s) you wish to return
- Reason for return
- Photos of the product (if defective or damaged)
- Your preferred resolution (refund or exchange)
Step 2: Receive Return Authorization
We will review your request and respond within 1-2 business days with:
- Return authorization approval or denial
- Return shipping instructions
- Return shipping label (if applicable)
- Return address
Do not return products without authorization. Unauthorized returns may be refused or delayed.
Step 3: Pack and Ship
- Carefully pack the product in its original packaging
- Include all accessories, hardware, and documentation
- Attach the return shipping label (or use your own carrier)
- Ship the package to the provided return address
- Keep your tracking number for your records
Step 4: Receive Confirmation
Once we receive your return:
- We will inspect the product within 2-3 business days
- We will send you an email confirmation of receipt
- If approved, your refund or exchange will be processed
- If denied, we will explain why and may return the product to you
Refund Process
Refund Approval
Once we receive and inspect your returned product, we will:
- Verify the product meets return conditions
- Approve or deny the refund
- Email you with our decision
Refund Timing
If your return is approved:
- Refunds are processed within 3-5 business days of approval
- Refunds are issued to your original payment method
- It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or credit card company
Refund Amount
- You will receive a refund for the product price only
- Original shipping costs are not refunded (except for defective or incorrect items)
- Return shipping costs are not refunded (except for defective or incorrect items)
- No restocking fees are charged
Partial Refunds
Partial refunds may be issued if:
- Product shows signs of use or installation
- Product is returned without original packaging or accessories
- Product is damaged after delivery (not due to defect)
- Product is returned significantly outside the 30-day window
We will notify you before issuing a partial refund and give you the option to have the product returned to you.
Exchanges
Exchange for Different Product
If you would like to exchange a product for a different item:
- Follow the return process to return the original product
- Place a new order for the desired product
- Once we receive and approve the return, we will issue a refund
We recommend placing the new order before returning the original product to ensure availability, especially for made-to-order items.
Exchange for Same Product (Defective)
If your product is defective or damaged and you want a replacement of the same item:
- Contact us immediately at atwindustries1@gmail.com
- We will manufacture and ship a replacement at no charge
- We will provide a prepaid return label for the defective item
- You may keep the defective item until the replacement arrives (if approved)
Defective or Damaged Products
Manufacturing Defects
If you receive a product with a manufacturing defect:
- Contact us within 30 days of delivery
- Provide photos clearly showing the defect
- We will determine if the issue is a manufacturing defect
- If confirmed, we will offer a replacement or full refund (including shipping)
- We will pay for return shipping via prepaid label
Shipping Damage
If your product arrives damaged due to shipping:
- Take photos of the damaged packaging and product immediately
- Note the damage on the delivery receipt (if applicable)
- Contact us within 3 days of delivery at atwindustries1@gmail.com
- We will file a claim with the carrier
- We will send a replacement or issue a refund
- We will pay for return shipping via prepaid label
Do not discard damaged packaging until the claim is resolved.
Incorrect Items
If you receive the wrong product:
- Contact us immediately at atwindustries1@gmail.com
- Provide photos of the incorrect item and packing slip
- We will ship the correct item at no charge
- We will provide a prepaid return label for the incorrect item
- You will not be charged for the error
Late or Missing Refunds
If you have not received your refund within the expected timeframe:
Step 1: Check Your Account
- Check your bank account or credit card statement
- Some refunds take 5-10 business days to process after we issue them
- Check with your bank or credit card company
Step 2: Contact Us
If you still have not received your refund:
- Email us at atwindustries1@gmail.com
- Provide your order number and return tracking information
- We will investigate and provide proof of refund processing
Warranty Information
Some products may be covered by manufacturer warranties. Any such warranties are provided by the product manufacturer, not by ATW Industries.
Manufacturer Warranties
- Refer to the manufacturer’s warranty documentation included with your product
- Contact the manufacturer directly for warranty claims
- Keep your proof of purchase for warranty claims
ATW Industries Workmanship
We stand behind the quality of our manufacturing. If a manufacturing defect appears after 30 days but within a reasonable timeframe:
- Contact us at atwindustries1@gmail.com with photos and details
- We will evaluate the issue on a case-by-case basis
- We may offer repair, replacement, or refund at our discretion
Made-to-Order Products
Because all ATW Industries products are made-to-order and manufactured specifically for your purchase:
Standard Returns
- Made-to-order products can be returned if unused and in original condition
- The 30-day return policy applies
- All standard return conditions apply
Custom Specifications
- Products manufactured to custom specifications (non-standard) cannot be returned unless defective
- Standard catalog products can be returned
- If you are unsure, contact us before ordering
Return Address
Do not return products without authorization.
When authorized, return products to:
ATW Industries – Returns
3825 Central Parkway
Hudsonville, MI 49426
United States
Include your order number and name inside the package.
International Returns
We only ship within the United States, so international returns are not applicable.
Fraudulent Returns
We reserve the right to refuse returns or issue refunds if we detect fraudulent activity, including:
- Returning used or damaged products as new
- Returning different products than purchased
- Claiming defects on products damaged by the customer
- Excessive return patterns
- Missing components or accessories
Customers engaging in fraudulent returns may have their accounts suspended and orders cancelled.
Contact Us About Returns
If you have questions about returns, refunds, or exchanges, please contact us.
Please include your order number in all return inquiries. We will respond within 1-2 business days.
Changes to This Policy
We reserve the right to update this Return and Refund Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. The policy in effect at the time of your purchase will apply to your order.
