Return Policy
At Locator Guys, we stand behind the professional-grade equipment we sell. Because utility locators, GPR systems, sondes, cameras, and jetting equipment represent a significant investment, we want every customer to understand our return process before purchasing. This policy is designed to be fair, transparent, and consistent with industry standards for specialty locating and sewer equipment.
Return Window
Returns must be requested within 30 days of the delivery date. Requests submitted after 30 days cannot be accepted. The return window begins the day the carrier confirms delivery to the shipping address on the order.
Return Merchandise Authorization (RMA) Required
All returns require an RMA number issued by Locator Guys before the item is shipped back. To request an RMA, contact our team by phone or email with your order number, the item being returned, and the reason for the return. Items shipped back without an RMA number will be refused at our receiving dock and returned to the sender at the sender's expense.
Condition Requirements
To qualify for a return, items must be:
In original, resalable condition
In original manufacturer packaging with all foam, inserts, and protective materials
Accompanied by all original accessories, cables, batteries, manuals, certificates, and documentation
Free of field use, mud, water exposure, scratches, or wear
Free of any calibration tampering, firmware modification, or alteration
Equipment that has been deployed in the field, exposed to job-site conditions, or otherwise shows signs of use cannot be returned. Locator Guys reserves the right to inspect all returned items and determine eligibility upon receipt.
Restocking Fee
Unopened items in original packaging: No restocking fee.
Opened but unused items in resalable condition: 20% restocking fee.
Items showing any field use or wear: Not eligible for return.
The restocking fee reflects costs passed through from our manufacturer partners, including Radiodetection, Schonstedt, Prototek, Harben, Hathorn, Aries, Insight Vision, Jameson, Electric Eel, RIDGID, and Milwaukee.
Return Shipping
Customer-initiated returns (buyer's remorse, ordered the wrong item, no longer needed): Customer is responsible for return shipping, insurance, and any freight charges.
Locator Guys error or defective on arrival: We cover return shipping and provide a prepaid label.
We strongly recommend insuring return shipments. Locator Guys is not responsible for items lost or damaged in transit on the return transport.
Non-Returnable Items
The following items are final sale and cannot be returned under any circumstances:
Sondes that have been deployed. Once a sonde has entered a sewer line, drain, or any underground pipe, it is considered a biohazard and cannot be accepted for return, regardless of working condition. Unopened sondes in original sealed packaging remain returnable within the 30-day window.
Custom or special-order items, including made-to-order configurations
Demo units, refurbished units, and items sold "as-is" or clearance
Software, firmware, and digital downloads
Calibration services and labor charges
Opened consumables, including jetter nozzles, hoses, hose reels, fittings, sonde batteries, and replacement parts that have been installed or used
Items damaged by misuse, neglect, improper installation, unauthorized repair, or failure to follow manufacturer operating instructions
Large Equipment and Trailer Jetters
Due to the size, weight, and freight cost associated with trailer-mounted jetters, skid units, vehicle-mounted systems, and large GPR carts, the following applies:
Once a unit has been delivered and uncrated, it is not eligible for return.
Freight damage must be reported to the carrier and to Locator Guys within 48 hours of delivery with photographs of the damage and packaging. Do not refuse delivery without first contacting us.
Any approved return of a large or freight item requires customer-arranged and customer-paid return freight, plus restocking fees as determined by the manufacturer.
Defective Items and Warranty Claims
Every product we sell is backed by the original manufacturer's warranty. For defective equipment, warranty claims, calibration issues, or repairs, customers should contact the manufacturer directly:
Radiodetection, Schonstedt, Prototek — utility locators and sondes
Harben — water jetters and high-pressure systems
Insight Vision, Aries, Hathorn — sewer inspection cameras
Jameson — rodders and accessories
RIDGID, Milwaukee, Electric Eel — power tools and drain equipment
The manufacturer warranty process is typically the fastest path to resolution, as the manufacturer holds the parts, technicians, and calibration equipment needed to diagnose and repair the unit. If you need help identifying the correct manufacturer contact or initiating a claim, our team is glad to point you in the right direction.
Defective on arrival (DOA): If equipment arrives non-functional out of the box, contact Locator Guys within 5 business days of delivery. We will work with you and the manufacturer to arrange a replacement or repair.
Refunds
Once a returned item is received and inspected, refunds are processed within 5 to 7 business days. Refunds are issued to the original payment method used at purchase. Depending on your bank or card issuer, it may take an additional 3 to 10 business days for the refund to appear on your statement.
Original outbound shipping charges are non-refundable except in cases of Locator Guys error or defective-on-arrival equipment.
How to Start a Return
Contact Locator Guys with your order number and the reason for return.
Receive your RMA number and return instructions.
Pack the item securely in its original packaging with all accessories.
Ship the item to the address provided with the RMA, with the RMA number clearly marked on the outside of the box.
Once received and inspected, your refund will be processed within 5 to 7 business days.
Questions
For any return questions or to request an RMA, please contact Locator Guys directly. We're here to help make the process straightforward.