Return policy

At L&R Subsurface Solutions LLC, we take immense pride in the quality of our underground inspection technology and safety markers. We understand that sometimes a product may not meet your exact on-site requirements. That is why we offer a transparent, compliance-driven 30-day return policy to ensure you can shop with absolute peace of mind.
1. Return Window
You have 30 calendar days from the date you received your item to request a return. Any return requests submitted after this 30-day window will unfortunately not be accepted.
2. Eligibility Criteria for Returns
To qualify for a full refund, your item must be returned in the exact condition that you received it:
  • For Equipment (Pipe & Sewer Cameras): The camera system must be unused, free of any underground dirt, sewage residue, or scratches, and packed securely in its original heavy-duty transit case with all cables, chargers, and manuals included.
  • For Consumables (Marking Flags & Warning Tapes): Items must be in their original, unopened packaging. Bundles of marking flags must still be banded, and warning tape rolls must have their factory plastic wrap intact.
  • Proof of Purchase: A copy of your original receipt, invoice, or order confirmation email must be included inside the return package.
3. Return Shipping Fees & Responsibility
To eliminate any confusion, we define return shipping responsibilities based on the reason for the return:
  • Defective or Damaged Products (Seller's Responsibility): If your inspection camera arrives defective, or if you receive the incorrect color of marking flags, L&R Subsurface Solutions LLC will take full responsibility. We will provide a pre-paid shipping label via email at zero cost to you.
  • Customer Remorse / Change of Mind (Customer's Responsibility): If you purchased an item by mistake, chose the wrong length of camera cable, or simply no longer need the products, you will be responsible for purchasing the return shipping label and paying all actual return freight charges. We do not charge any additional restocking fees.
4. Return Process: Step-by-Step
  1. Initiate the Request: Email our support team at support@lrsubsurfacesolutions.net or call +1 520-604-2209 with your order number and the reason for the return.
  2. Receive Authorization: If your return is approved, we will send you a Return Merchandise Authorization (RMA) number along with detailed shipping instructions.
  3. Pack and Ship: Securely pack the items to prevent damage during transit. Mail the package to our verified physical headquarters:
    • Return Address: L&R Subsurface Solutions LLC, 302 Yuma St, Huachuca City, AZ 85616, United States
5. Refund Processing Time
  • Inspection: Once your return package arrives at our Arizona facility, our technical team will inspect the items within 2 business days to verify their eligible condition.
  • Approval & Credit: Upon approval, we will immediately initiate a refund to your original method of payment (e.g., credit card, PayPal).
  • Bank Processing Time: Please allow 5 - 7 business days for the refunded amount to officially reflect on your bank or credit card statement, depending on your financial institution's processing cycles.
6. Cancellations & Exchanges
  • Order Cancellations: If you need to cancel an order, please contact us immediately within 2 hours of placing it. Once an order has crossed our 2:00 PM cut-off time and dispatched into transit, it cannot be canceled and must be processed as a standard return.
  • Exchanges: The fastest way to ensure you get what you need is to return the item you have, and once the return is accepted, make a separate purchase for the new item.