Return and Refund Policy

At Rotoran, we want you to feel confident when making a purchase. We understand that many of the products we offer are important investments, and our goal is to provide a fair, transparent, and straightforward return process should an issue arise.

If you are not completely satisfied with your purchase, please contact our support team at support@rotoran.com. We are committed to working with you to find the best possible resolution.

1. Return Window

Returns must be requested within 30 days from the date of delivery. Return requests submitted after this 30-day window will not be accepted. We highly recommend inspecting your order promptly upon arrival.

2. Return Method

All eligible returns must be sent to us by mail.

3. Return Eligibility

To qualify for a return, products must meet strict criteria. Items must be in new, unused, and resalable condition. They must arrive in the original manufacturer packaging complete with all accessories, manuals, hardware, and included components. Finally, items must be entirely free from any signs of installation, modification, damage, or misuse.

⚠️ Note: Products that do not meet these requirements are not eligible for a refund and will be rejected upon warehouse inspection.

4. Restocking Fees

For customer-initiated returns, a 10% restocking fee applies to all returns due to customer preference, incorrect ordering, or if you no longer need the item. This fee will be deducted from your final refund. There is no restocking fee for returns resulting from damaged, defective, or incorrectly shipped items.

5. Return Shipping Cost Responsibility

For returns requested due to customer preference or ordering errors, return shipping costs are the sole responsibility of the customer. You may ship the return using any carrier of your choice at your own expense. Alternatively, Rotoran can provide a prepaid return shipping label, in which case the actual cost of the label will be deducted from your final refund amount. For products that arrive damaged, defective, or shipped incorrectly by our error, Rotoran will cover 100% of the return shipping costs.

6. How to Start a Return (The RMA Process)

Before returning any item, you must obtain a Return Merchandise Authorization (RMA) number and the correct destination warehouse address.

First, contact our support team at support@rotoran.com with your order number and the reason for your return. Once approved, we will email you your RMA number along with the specific warehouse return address and detailed shipping instructions for your item.

🚫 CRITICAL NOTICE: Do not ship returns to our corporate office address in Plainfield, IL. Returns must be sent exclusively to the specific warehouse address provided with your RMA. Returns sent to our corporate address or sent back without an approved RMA number will not be accepted and are not eligible for a refund.

7. Damaged, Defective, or Incorrect Item Claims

If your order arrives damaged, defective, or incorrect, please notify us immediately. Any shipping damage must be reported within 72 hours of delivery. Clear photos of the packaging, shipping labels, and product damage are required to process a claim. Once verified, we will provide a replacement or a full refund. All associated shipping costs for verified damage or defect claims are fully covered by Rotoran.

8. Cancellations

Orders may be canceled for a full refund at any time before the order has shipped. Once an order has left our fulfillment network, it can no longer be canceled and must go through the standard return process outlined in this policy.

9. Refund Processing Time

After your returned item is received at the designated warehouse facility and inspected to verify its condition, we will process your refund within 7 business days. Approved refunds will be issued directly to the original payment method used at checkout. Your refund will include the original shipping charges paid at the time of purchase, minus any deductions applicable under this policy: the 10% restocking fee for customer-initiated returns and, if you requested a prepaid return shipping label from us, the actual cost of that label. Please note that your financial institution may take additional time to post the credit to your account.

10. Contact Us

For any questions regarding returns or order concerns, please reach out to our corporate office:

Email: support@rotoran.com
Phone: 815-916-6160
Company Legal Name: FalconBizz LLC
Physical Address: 24009 Norfolk Ln, Plainfield, IL 60585
Business Hours: 8:00 AM – 5:00 PM CST (Monday – Friday)