Refund and Returns Policy

Refund & Return Policy

Surface To Surface Inc. (“STS”, “we”, “us”)

Standard Parts & Components

Items may be returned within 30 days of delivery, provided they are unused, in original condition, and in their original packaging. Once we receive and inspect the returned item, we will issue a refund to your original payment method.

Return shipping costs are the customer’s responsibility. We recommend using a trackable shipping method, as we cannot issue a refund for items lost in return transit.

A restocking fee of 20% applies to all returned items, deducted from the refund amount.

Large Equipment & Freight-Quote Items

Due to the size, weight, and freight costs associated with our mixing systems and other large equipment, these items are not covered by a standard return window. If you need to return a large equipment order, please contact us directly at orders@stsmixers.com/(800) 567-0978 to discuss your situation. Returns of this nature are handled case-by-case and are subject to a restocking fee and return freight costs.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery with photos of the item and packaging. In these cases, the standard restocking fee and customer-paid return shipping do not apply — we will arrange for return shipping and issue a full refund or replacement at no cost to you.

Non-Returnable Items

Custom or special-order parts, and items marked as final sale at the time of purchase, are not eligible for return.

Cancellations

Orders that have not yet shipped may be cancelled without a restocking fee. Once an order has shipped, our standard return policy above applies.

Refund Processing

Approved refunds are issued to your original payment method in the currency in which you were originally charged (CAD or USD). Please allow 7 business days for the refund to appear, depending on your bank or card issuer.

Questions

If you have questions about a return or this policy, contact us at orders@stsmixers.com/(800) 567-0978