Refund & Warranty Policy
What Our Warranty Covers
Egotie USA stands behind the quality of eligible equipment we sell. During the applicable warranty period, we will evaluate and address qualifying functional issues that arise under normal operating conditions.
Subject to the terms of this policy, warranty coverage may apply to defects involving:
- Mechanical systems
- Electrical systems
- Hydraulic components
- Powered lifting and lowering functions
- Power-LOAD system operation
- Locking mechanisms
- Structural components affecting normal operation
- Operational failures that prevent the equipment from performing its intended function
Coverage applies only after Egotie USA has reviewed and approved the warranty claim.
The existence of a problem does not automatically qualify for warranty coverage. Each claim is evaluated individually based on the condition of the equipment, inspection findings, supporting documentation, and the circumstances surrounding the reported issue.
What Our Warranty Does Not Cover
Our warranty is designed to protect against qualifying defects—not damage caused after delivery or failures resulting from improper use.
Warranty coverage does not include damage or failures caused by:
- Misuse or abuse
- Negligence
- Improper operation
- Failure to follow manufacturer operating instructions
- Lack of routine maintenance
- Improper cleaning
- Improper storage
- Water damage
- Fire damage
- Flooding
- Chemical exposure
- Corrosion
- Exposure to excessive moisture
- Extreme temperatures
- Accidental damage
- Equipment being dropped
- Collision or impact damage
- Damage occurring during loading or unloading
- Improper transportation
- Unauthorized repairs
- Unauthorized modifications
- Installation of non-approved components
- Removal of factory-installed safety devices
- Use beyond normal operating capacity
- Improper electrical charging
- Improper battery maintenance
- Failure caused by third-party service work
- Improper installation
- Cosmetic imperfections
- Routine maintenance
- Normal wear and tear
Normal wear items may include, but are not limited to:
- Batteries
- Decals
- Upholstery
- Paint finish
- Cosmetic trim
- Rubber components
- Consumable items
Unless Egotie USA determines that a wear item failed because of a covered defect, these items are considered part of normal maintenance and are not covered.
Cosmetic Condition
Because Egotie USA specializes in professionally refurbished and pre-owned equipment, cosmetic imperfections should be expected.
Examples include:
- Scratches
- Minor dents
- Paint wear
- Surface rust that does not affect operation
- Scuff marks
- Discoloration
- Previous identification markings
These cosmetic conditions do not affect the safe operation of the equipment and are not considered warranty defects.
Customer Responsibilities
Customers play an important role in maintaining their equipment and preserving warranty eligibility.
To remain eligible for warranty coverage, customers should:
- Inspect the equipment upon delivery.
- Operate the equipment according to manufacturer recommendations.
- Perform routine maintenance.
- Keep batteries properly charged.
- Store equipment in suitable indoor conditions.
- Protect equipment from misuse or accidental damage.
- Contact Egotie USA before attempting repairs.
Failure to properly maintain or operate the equipment may affect warranty eligibility.
Shipping Damage
All shipments should be inspected immediately upon delivery.
If freight damage is discovered, customers should:
- Note visible damage on the delivery receipt whenever possible.
- Photograph the packaging before unpacking.
- Photograph the damaged equipment.
- Notify Egotie USA within 48 hours of delivery.
Prompt reporting allows us to work with the freight carrier and resolve shipping-related issues as quickly as possible.
Shipping damage reported after an unreasonable delay may not be eligible for freight claims.
Unauthorized Repairs
Customers should not authorize repairs by third parties without written approval from Egotie USA.
Repairs performed without prior authorization may:
- Void warranty coverage
- Delay claim processing
- Prevent reimbursement of labor or replacement parts
If emergency repairs are believed to be necessary, customers should contact Egotie USA before proceeding whenever reasonably possible.
How to Submit a Warranty Claim
If you believe your equipment has experienced a covered warranty issue, please contact Egotie USA as soon as possible.
To help us evaluate your claim, we may request:
- Customer name
- Company name
- Contact information
- Invoice or order number
- Equipment model
- Serial number
- Delivery date
- Detailed description of the issue
- Photographs
- Video demonstrating the problem
- Diagnostic information, if available
Providing complete information allows us to diagnose many issues remotely and often eliminates unnecessary downtime.
Warranty Review Process
Every warranty claim is reviewed individually.
Our evaluation may include:
- Review of customer documentation
- Review of photos and videos
- Telephone or video troubleshooting
- Consultation with service technicians
- Review of operating history
- Additional diagnostic testing
If additional information is required, we may request further documentation before making a warranty determination.
Warranty Resolution Options
Once a claim has been approved, Egotie USA will determine the most appropriate resolution based on the nature of the issue, equipment type, customer location, inventory availability, and overall practicality.
Warranty resolutions may include one or more of the following.
Technical Support
Many issues can be corrected through remote troubleshooting, operating guidance, or adjustments without returning the equipment.
Replacement Parts
When appropriate, Egotie USA may ship replacement parts directly to the customer.
Replacement parts may be new, refurbished, or functionally equivalent, depending on availability.
Authorized Local Repair
If on-site service is the most practical solution, Egotie USA may authorize repairs by a qualified service provider.
Approved labor charges related to covered warranty repairs may be paid directly by Egotie USA or reimbursed upon prior approval and submission of appropriate documentation.
Return for Inspection
Some warranty claims require physical inspection.
When necessary, Egotie USA may request that equipment be returned to our facility for evaluation and repair.
Customers should not ship equipment without receiving return authorization.
Equipment Replacement
If repair is determined to be impractical or economically unreasonable, Egotie USA may replace the equipment with another unit of similar model, functionality, and condition, subject to inventory availability.
Replacement equipment does not create a new warranty period. The original warranty expiration date remains in effect.
Refund
When repair or replacement is not a practical solution, Egotie USA may issue a full or partial refund.
Refunds are issued at the sole discretion of Egotie USA after completion of the warranty evaluation.
Warranty Limitations
The warranties described in this policy:
- Apply only to the original purchaser.
- Are non-transferable.
- Apply only to equipment identified on the original invoice.
- Begin on the date of delivery.
- Do not restart or extend after repairs, replacement parts, or replacement equipment are provided.
No employee, dealer, representative, or third party is authorized to modify this warranty unless confirmed in writing by an authorized representative of Egotie USA.
Good Faith Commitment
Our goal is to build long-term relationships with our customers by providing quality equipment and responsive service.
While every warranty claim is unique, we are committed to evaluating each request fairly and working toward a practical solution whenever warranty coverage applies.