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Refund policy

Effective Date: July 8, 2026

1. Overview

At CleanGearHQ, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through cleangearhq.com.

Brand-specific requirements may apply to certain products. If a brand-specific term below differs from the general terms, the brand-specific term will apply.

Summary

  • Region: United States

  • Return window: 30 days total, but damage must be reported within 48 hours of delivery

  • Return eligibility: Returns are accepted for both defective and non-defective products if they meet the policy conditions

  • Return shipping: The customer is responsible for return shipping on change-of-mind returns. We cover return shipping for items that arrive defective, damaged, or incorrect.

  • Restocking fee: 25% of the product price on approved non-defective returns, waived for defective, damaged, or incorrect items

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time

CleanGearHQ is an online retailer. The business mailing address above is not a public showroom, warehouse, customer pickup location, or return center. Do not send a return to this address unless CleanGearHQ specifically authorizes it in writing.

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect

  • The customer wishes to return a new item within the policy window

  • The damage or issue was reported within 48 hours of delivery

  • The product is returned within 30 days of delivery

  • The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

  • Your order number

  • Photos clearly showing the damage or issue

  • A brief description of the problem

We will review the information and, if approved, provide return instructions. For defective, damaged, or incorrect items, we cover the cost of the return at no charge to you.

Please also review our Shipping Policy for freight inspection and damage-reporting instructions.

5. Return Shipping and Fees

For change-of-mind or non-defective returns, the customer is responsible for return shipping costs. For items that arrive defective, damaged, or incorrect, we cover return shipping at no cost to you. Please ship approved returns within 7 days of approval.

Restocking Fee: Non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Defective, damaged, or incorrect items, and exchanges for the same item, are not charged a restocking fee.

For defective, damaged, or incorrect items, contact us first so we can arrange the return at no cost to you.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies

  • Refunds are issued to the original payment method within 14 days after we receive and inspect the return

  • If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Items reported after 48 hours of delivery

  • Items damaged due to misuse or neglect

  • Personalized, custom-made, or perishable goods

  • Intimate or sanitary products such as underwear, swimwear, or personal care items, unless sealed and unused

  • Gift cards and downloadable digital items

9. Brand-Specific Return and Warranty Terms

Makinex

  • Contact CleanGearHQ within 7 calendar days of delivery so applicable supplier-return eligibility can be preserved.

  • Eligible products must be unused, new, saleable, complete, and in their original undamaged packaging.

  • Approved non-defective returns within Makinex’s eligibility period are subject to a 25% restocking fee.

  • Makinex does not accept standard returns or issue credit after 30 days from its invoice date.

  • The customer is responsible for return freight on non-defective returns. Original shipping expenses are not credited.

  • Approved non-defective exchanges may require a new order and may be subject to Makinex’s 15% exchange restocking fee. Exchanges are not accepted after 60 days from Makinex’s invoice date.

  • Return freight and restocking fees do not apply when Makinex confirms that it shipped an incorrect or defective product.

  • Makinex’s standard product warranty is generally one year for the original purchaser and is non-transferable, subject to its exclusions. Engine components follow the applicable engine manufacturer’s warranty.

Aztec Products

  • Aztec’s return process requires advance approval. Change-of-mind returns are not guaranteed.

  • An Aztec Returned Goods Authorization, or RGA, number is required before returning Aztec equipment or parts.

  • Aztec RGA numbers are generally valid for 30 days. Returns without an RGA may be refused.

  • Warranty products must be carefully packaged and returned according to the instructions provided with the RGA.

  • CleanGearHQ will arrange the applicable return shipping for items confirmed to have arrived defective, damaged, or incorrect, consistent with Section 5 of this policy.

  • Customer pickup, delivery, and service-travel expenses are not covered unless approved in writing.

  • Warranty duration varies by product and component. Review the warranty information on the applicable product page.

  • CleanGearHQ will assist with eligible warranty requests, but Aztec determines warranty coverage and the available remedy.

10. Cancellations

  • Orders may be canceled before shipment for a full refund.

  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

11. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

12. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from CleanGearHQ, you agree to this Return and Refund Policy.

CleanGearHQ
BQU E-Commerce LLC
Email: support@cleangearhq.com
Phone: (858) 267-4844
Business mailing address: 2520 Venture Oaks Way, Suite 120, Sacramento, CA 95833