Return & Refund Policies

Last Updated: Jan 20th 2025

At TWE TrueWorks Equipment, LLC, we specialize in surplus, new, used, and demonstration equipment, as well as surplus parts and chemicals/supplies, to name a few. Due to the nature of these products, we generally do not accept returns. However, we reserve the right to evaluate each case individually and may offer partial or full refunds depending on the item and the specific circumstances. 

Customer Satisfaction Commitment

At TrueWorks Equipment, customer satisfaction is our priority. We are committed to resolving any issues to the best of our ability. While we generally follow a no-return policy, we understand that unforeseen situations may arise. In such cases, we reserve the right to make exceptions on a case-by-case basis to ensure a fair resolution. Rest assured, we will never leave our customers in a difficult situation and are here to help and do whatever we can to try and make things right.

Return Shipping

IF we accept a return, the customer is responsible for return shipping costs. We recommend using a trackable shipping service for returns to ensure the safe return of the item and a paper trail to maintain transparency on all sides. Refunds will not be issued until the returned items have been received and processed.

Freight-Shipped Industrial Equipment & Bulk Orders

Due to the significant shipping costs associated with large industrial equipment and bulk freight orders, we are generally unable to accept returns or provide refunds for these items. However, we work only with trusted sellers and ensure that all equipment is thoroughly tested prior to shipment to confirm proper working condition.

In the event that the equipment is damaged during transit, TWE TrueWorks Equipment, LLC will collaborate closely with the buyer, seller, and freight company to resolve the issue. If the damage is extensive, we will file a claim with the freight company and issue a full refund to the customer. If your freight delivery is damaged during transit please take photos immediately and notify the delivery driver and TWE TrueWorks Equipment, LLC using the Contact Us page so we can reach out to you and begin working to resolve the issue.

Equipment Testing & Quality Assurance

To ensure the quality of our products, we thoroughly test all equipment whenever possible before listing it for sale and then once again right before shipment. Please note: some items are listed as "as-is" or "for parts" and may not undergo testing. In these cases, the condition and status of the equipment will be clearly stated in the product listing. Additionally, some equipment may be outside our ability to test due to any number of reasons and all listings that fall under this exception will be clearly marked on their listing.

If an issue arises during the final test before shipment, we will either correct the issue at our own expense using one of our trusted dealerships or warranty centers, or offer a full refund (including purchase and shipping costs). In these rare cases, we will promptly inform you of the situation and discuss your preferences. Some customers may still choose to proceed with the purchase despite the discovery of an issue, while others may prefer to cancel the order and receive a refund. We will always reach out to the customer and follow their wishes on how they would like to proceed.  

Cleaning, Sanitation Supplies, and Chemicals

For hygiene and safety reasons, we cannot accept returns on cleaning supplies, sanitation products, or chemicals due to their sensitive nature and the potential for tampering. If you have any questions about these products or need further clarification, please Contact Us before making your purchase.

Contact Us

If you have any questions or concerns regarding our return policy or need assistance with a specific order, please don’t hesitate to reach out to our customer service team using our Contact Us page. We are here to assist you and ensure your experience with TWE TrueWorks Equipment, LLC is a positive one! We are here to help!