How can we help?

Can I return online orders to your physical location?

Yes. If you are local to the South Brunswick/Dayton area, you may return your online purchase to our storefront. Please bring your digital invoice or proof of purchase to ensure our team can process your refund on the spot.

Do you charge restocking fees?

A restocking fee (typically 15-20%) may apply to:
Large machinery or special-order equipment.
Items returned with damaged or missing original packaging.
Items that require cleaning or re-testing.
Any applicable fees will be clearly communicated before your return is finalized.

How will I receive my refund?

Refunds are issued to your original payment method. Depending on your financial institution, it typically takes 3–5 business days for the credit to reflect on your statement.

What if I received the wrong item?

If we made a mistake, we will fix it. Please notify us within 5 business days of delivery. We will arrange for the return of the incorrect item and send the correct product via standard shipping at no additional cost to you.

What if my tool arrives damaged or defective?

Don't put it to work. Contact us immediately. Provide clear photos of the damage and the shipping box. We will prioritize a replacement shipment to ensure your project stays on schedule.

How long does a refund take?

Once your return arrives at our Dayton, NJ hub, we typically inspect and process it within 3 business days.

Who pays for return shipping?

Customer Responsibility: Standard returns (changed mind, wrong size ordered) are the responsibility of the customer.
Our Responsibility: If the return is due to a manufacturer defect or a Prusio fulfillment error, we will provide a prepaid shipping label at no cost to you.

Which items are ineligible for return?

To maintain our high standards of quality, we cannot accept returns on:
Items showing signs of job-site use or wear (unless defective).
Custom or special-order configurations.
Clearance or "Final Sale" items.
Note: Items missing original packaging or parts may be accepted at our discretion but will incur a restocking fee.

Do you offer exchanges?

Yes. We prioritize exchanges for defective units or shipping errors to get you back to work. If you simply need a different model or tool, the fastest method is to return your original item for a refund and place a new order for the correct item.

How do I initiate a return?

Start your return in three easy steps:
1. Log into your Prusio Account.
2. Go to your Orders and select Return/Exchange.
3. Follow the on-screen instructions to generate your request. Need help? Our support team is available via chat or phone.

What is your return policy?

We offer a 30-day return window for most products, calculated from the original order date. To qualify for a full refund, items must be in new, unused condition with all original packaging, manuals, and accessories included.