Return and Refund Policy

Effective Date: May 19, 2026
Last Updated: May 19, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Pioneering Power website located at:

www.pioneeringpower.com ("Website").

This policy outlines the conditions under which customers may request returns, exchanges, or refunds.

2. Contact Information

For questions regarding returns or refunds, please contact our Customer Service team.

Pioneering Power
24120 Old Farm Road
Manhattan, IL 60442
United States

Phone: (815) 476-8408
Email: support@pioneeringpower.com

Customer Service Hours:
Monday – Friday
9:00 AM – 5:00 PM CST

We typically respond to customer inquiries within 24–48 hours.

3. Return Eligibility

Customers in the United States may request a return within 30 days of receiving their order, subject to the conditions below.

3.1 Conditions for Return

To qualify for a return:

Unused and Undamaged
The item must be unused, undamaged, and in the same condition in which it was received.

Original Packaging
The item must be returned in its original packaging, with all tags, manuals, accessories, and included components.

Proof of Purchase
A valid receipt, order number, or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To start a return request:

Contact Customer Support

Email: support@pioneeringpower.com
Phone: (815) 476-8408

Please contact us within 30 days of receiving your order and provide:

Your order number
The reason for the return
Photos if the product is damaged or defective

Return Authorization

Once your return request has been reviewed, we will provide return instructions and, when applicable, a Return Merchandise Authorization (RMA).

4.2 Preparing Your Return

Package the Item Safely

Place the item in its original packaging
Include all accessories, manuals, and parts

Include Documentation

Include your order number or return authorization details inside the package.

4.3 Shipping the Return

Shipping Method

Customers should use a trackable shipping service to ensure the package arrives safely.

Return Window

Items must be shipped within 7 days of receiving return authorization.

5. Return Shipping Costs

Customers are responsible for return shipping costs, unless the return is due to:

A defective item
A damaged item
An incorrect item received

In these cases, Pioneering Power will cover the return shipping cost.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility

Item must be unused
Item must be in original packaging
Return request must be made within 30 days of delivery

Refund

Refunds for change-of-mind returns will be issued to the original payment method minus a 20% restocking fee.

Return shipping costs are the responsibility of the customer.

6.2 Defective or Damaged Goods

Notification

Please contact us within 7 days of delivery if your item arrives damaged or defective.

Documentation

We may request photos or videos showing:

The damaged product
Packaging condition
Shipping label

Resolution

Depending on the situation, we will offer:

A replacement product, or
A full refund

Return shipping will be covered by Pioneering Power.

6.3 Incorrect Product Received

If you receive the wrong item:

Contact us immediately
Provide your order number and photos

We will arrange for the incorrect item to be returned at our expense and ensure the correct product is sent to you.

6.4 Product Never Arrived

If your order does not arrive within the estimated delivery timeframe:

Contact our support team
We will initiate an investigation with the shipping carrier

If the carrier confirms the package is lost, we will offer:

A replacement shipment, or
A full refund

6.5 Order Cancellation

Before Shipment

Orders may be canceled for a full refund within 24 hours of order placement, provided the order has not yet been processed or shipped.

After Shipment

If the order has already shipped, the item must be returned in accordance with this Return & Refund Policy.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

Custom or personalized products
Perishable goods
Intimate or sanitary goods if opened
Gift cards
Downloadable software products

8. Refunds

8.1 Refund Conditions

Refunds will only be issued after:

The returned item has been received
The item has been inspected and approved

You will receive an email notification once your return has been processed.

8.2 Refund Processing

Method

Refunds will be issued to the original payment method used during checkout.

Processing Time

Approved refunds are typically processed within 5–7 business days after the returned item has been received and inspected.

Depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

The item is returned not in its original condition
The item is damaged or missing parts not caused by our error
The item is returned outside the approved return window

9. Exchanges

We replace items if they are:

Defective
Damaged
Incorrect

To request an exchange, contact:

support@pioneeringpower.com

If the exchange is approved, we will provide instructions for returning the item and sending a replacement.

10. Policy Timelines

Return Window:
Returns must be requested within 30 days of receiving the product.

Return Shipping Deadline:
Items must be shipped within 7 days after return authorization.

Refund Processing:
Refunds are typically processed within 5–7 business days after inspection.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable consumer protection laws.

12. Questions and Support

For additional assistance:

Visit our FAQ page or contact our support team.