Refund policy
RETURN & REFUND POLICY
Last Updated: September 26, 2026
We want customers to receive the correct Lonestar product in acceptable condition. This policy explains returns, cancellations, shipping-damage claims, and refunds.
This Return & Refund Policy forms part of the Lonestar Integrity Technologies, LLC Terms and Conditions of Sale.
1. STANDARD RETURNS
Unless otherwise stated below, standard stocked products may be returned if:
• a return authorization is requested within thirty (30) calendar days after delivery;
• the product is unused;
• the product has not been installed, modified, welded, drilled, machined, damaged, or altered;
• the product is complete with all components originally supplied;
• the product is in resalable condition; and
• the purchaser follows the return authorization procedure below.
Acceptance of a return is subject to inspection by Lonestar.
2. RETURN AUTHORIZATION REQUIRED
Before sending a product back, contact:
adam@lsintegrity.com
Include:
• purchaser name;
• order number;
• product being returned;
• quantity;
• reason for return; and
• photographs if requested.
Do not ship a return until Lonestar authorizes the return and provides return instructions.
Unauthorized returns may be refused or returned to the sender.
3. RESTOCKING FEE
Approved discretionary returns are subject to a 15% restocking fee unless Lonestar waives the fee in writing.
The restocking fee generally does not apply when Lonestar determines that:
• the wrong product was shipped;
• the product was materially damaged before delivery; or
• the return is being handled as an approved warranty claim.
4. RETURN SHIPPING
For discretionary returns, the purchaser is responsible for:
• return freight;
• appropriate packaging;
• insurance where appropriate; and
• risk of loss or damage during return transportation.
Original shipping and freight charges are nonrefundable unless the return results from a Lonestar shipping error or as otherwise required by law.
If a product is damaged because of inadequate return packaging, the refund may be reduced or denied based on the resulting loss in value.
5. CUSTOM AND SPECIAL-ORDER PRODUCTS
The following are final sale and nonreturnable unless defective or otherwise agreed in writing:
• custom-manufactured products;
• specially fabricated products;
• products made to customer specifications;
• specially modified products;
• special-order or non-stock products;
• custom-labeled or engraved products; and
• products specifically identified as nonreturnable before purchase.
6. USED OR MODIFIED PRODUCTS
Products that have been used, installed, field-modified, welded, drilled, machined, cut, bent, damaged, or otherwise altered are not eligible for discretionary return.
A product believed to be defective should instead be submitted under the Limited Warranty.
7. ORDER CANCELLATION
Standard stocked-product orders may generally be cancelled before shipment if cancellation is received and processed before the order ships.
An order may not be cancellable once:
• fabrication has begun;
• a special-order component has been ordered;
• customization has begun;
• the product has been modified for the customer; or
• the order has shipped.
Where a custom or special-order cancellation is accepted after costs have been incurred, Lonestar may deduct actual nonrecoverable costs from any refund to the extent permitted by law.
8. SHIPPING DAMAGE, SHORTAGES, AND INCORRECT ITEMS
Inspect all shipments promptly after delivery.
Visible freight damage, missing items, or incorrect items should be reported to Lonestar preferably within five (5) business days after delivery.
Please provide photographs of:
• the shipping container;
• shipping label;
• damaged area;
• affected product; and
• packing materials.
Do not discard damaged products or packaging until Lonestar advises that they are no longer required for the claim.
Failure to report visible damage promptly may affect the ability to pursue a claim against the carrier but does not eliminate rights that cannot lawfully be waived.
9. WARRANTY CLAIMS
This Return & Refund Policy is separate from the Lonestar Limited Warranty.
Products believed to contain a manufacturing defect should be submitted under the Limited Warranty rather than treated as a discretionary return.
10. REFUND PROCESSING
After an authorized returned product is received and inspected, Lonestar will determine whether the return meets this policy.
Approved refunds will generally equal:
purchase price paid
minus applicable restocking fee
minus nonrefundable shipping or freight charges
minus any reduction for return damage or missing components.
Refunds will normally be issued to the original payment method.
Lonestar will generally initiate an approved refund within ten (10) business days following inspection of the returned product.
Banks and payment processors may require additional time to post the refund.
11. DELAYED OR UNAVAILABLE ORDERS
If Lonestar cannot ship an online order within the promised shipment period, the customer will be provided any cancellation, delay-consent, or refund rights required by applicable law.
Nothing in this policy limits rights that cannot legally be waived.
12. CONTACT
Return questions and requests should be sent to:
Lonestar Integrity Technologies, LLC
614 S Business IH35 STE C173
New Braunfels, Texas 78130
adam@lsintegrity.com