Refund policy

Refund & Return Policy

Last Updated: August 18, 2026

At PTO Direct USA, we want you to feel confident ordering replacement parts. We accept returns and exchanges on eligible unused and uninstalled items. If you are unsure about fitment or have a concern with your order, please contact us. We are happy to help.

For PTO clutch fitment issues, please also review our Fitment Guarantee.

60-Day Return Window

Eligible items may be returned within 60 days of delivery. To begin a return, please contact us with your order number and reason for the return.

Please contact us before mailing an item back. PTO Direct USA receives substantial carrier discounts, so we strongly recommend using the prepaid return label we provide instead of purchasing postage at retail rates. When return shipping is the customer’s responsibility, the discounted label cost may be deducted from the refund as explained below.

Return Eligibility

To qualify for a standard return, the item must be:

  • Unused
  • Uninstalled and not test-mounted
  • Clean and undamaged
  • Complete with all included parts, hardware, and accessories
  • In its original condition
  • In its original packaging, when applicable

Please confirm fitment before beginning installation. Electrical components, including PTO clutches, cannot be returned through the standard return process after they have been mounted, wired, energized, tested, modified, or installed.

Non-Returnable Items

The following items are not eligible for a standard return:

  • Items showing signs of installation, test-mounting, or use
  • Parts with tool marks, dirt, grease, wear, damaged wiring, or altered connectors
  • Mounted and removed electrical components
  • Items that have been modified, disassembled, painted, ground, or altered
  • Items damaged by incorrect fitment, installation, wiring, or mower-related conditions
  • Items missing included parts, hardware, or accessories
  • Items outside the 60-day return window
  • Clearance or final-sale items

Product Concerns After Installation

If an installed item is not operating as expected, please stop using it and contact us before removing, disassembling, modifying, or returning it. We will help review the circumstances and explain the available options.

A reported problem or unsuccessful installation does not by itself establish a manufacturing defect. PTO clutch and mower-component problems may also be caused by incorrect fitment, improper installation or wiring, missing or incorrect hardware, low voltage, mower electrical problems, belt misalignment, excessive belt load, seized deck components, impact, contamination, modification, misuse, inadequate maintenance, or normal wear.

Damage or failure caused by these outside conditions is not eligible for return or refund.

After reviewing the circumstances, available case-by-case resolutions may include troubleshooting assistance, inspection, replacement, exchange, store credit, a partial refund, a full refund after return, or another mutually agreed solution. A product review does not guarantee that every reported problem will qualify for a refund or replacement.

Please do not return an installed or suspected damaged item unless return instructions have been provided by PTO Direct USA.

Wrong Item or Shipping Damage

If you received an item different from what you ordered or an item damaged during shipping, please contact us within 7 days of delivery. Include your order number and photos of the item, packaging, and shipping label.

Please keep the original packaging and do not install the item. If the issue was caused by PTO Direct USA or occurred during shipping, we will work promptly to correct it at no additional shipping cost to you.

Return Inspection

All returned items are inspected before a refund, exchange, or store credit is issued.

If an item does not meet the return eligibility requirements, we will contact you to explain the inspection results. The item may be returned to you at your expense, and no refund will be issued.

Refunds and Other Resolutions

Approved refunds are issued to the original payment method, normally initiated on the day the returned item is received and inspected. However with processing time it can take up to 10 days to post with an automatic email being send when it becomes finalized.

Original and return shipping costs are non-refundable unless the return resulted from a PTO Direct USA error, is covered by our Fitment Guarantee, or reimbursement is otherwise required.

In some situations, PTO Direct USA may offer a partial refund, store credit, replacement, exchange, or another mutually agreed resolution instead of a standard return. Any alternative resolution and its terms will be explained before it is processed. If an item has been installed, damaged, modified, or may otherwise be unsuitable for resale as new, please make us aware of its condition and send photos before shipping it back so we can help determine the best resolution and avoid unnecessary return shipping costs.

Return Shipping Costs

For standard returns, the customer is responsible for:

  • Return shipping costs
  • Properly packaging the item to prevent damage in transit
  • Using the original packaging when practical, or a comparably sized sturdy box with adequate protective material
  • Using a trackable shipping service

PTO Direct USA is not responsible for customer-arranged return shipments that are lost or damaged in transit. Shipping insurance is recommended for higher-value returns arranged by the customer. When PTO Direct USA provides a return label, please use that label whenever possible, as shipments using our label are covered by our shipping insurance.

Prepaid Return Labels and Restocking Fees

We do not charge a restocking fee for eligible returns.

For convenience, PTO Direct USA may provide a prepaid return shipping label. When the return shipping cost is the customer’s responsibility, the cost of that label may be deducted from the refund or price adjustment.

Return labels for PTO clutches commonly cost around $15. Labels for larger deck kits may cost $30 or more depending on package size, weight, destination, and carrier rates. We will explain any applicable deduction before providing the label.

If you purchase your own return shipping label, no PTO Direct USA return-label deduction will apply. The returned item must still meet all eligibility requirements.

Exchanges

We accept exchanges for eligible items within the 60-day return window. The original item must meet all return eligibility requirements unless PTO Direct USA approves another arrangement in writing.

For an approved exchange:

  • The customer is responsible for shipping the original item back to PTO Direct USA
  • PTO Direct USA covers standard outbound shipping for the first approved replacement shipment
  • Any difference in product price will be charged or refunded as applicable

We may provide a prepaid return label for convenience. When return shipping is the customer’s responsibility, the label cost may be deducted from any refund or price adjustment associated with the exchange.

If an additional exchange is requested after the first exchange, the customer may be responsible for both return shipping and additional outbound shipping unless the issue resulted from a PTO Direct USA error.

Fitment Responsibility

PTO Direct USA is glad to provide general fitment guidance. However, mower parts can vary by model year, serial number, engine, deck configuration, and previous equipment modifications.

Customers should confirm the original equipment part number whenever possible before ordering. A mower model name by itself may not be enough to identify the correct component.

Returns resulting from incorrect part selection are accepted when the item remains unused, uninstalled, undamaged, and otherwise meets this policy. Damage caused by incorrect fitment, installation, wiring, testing, or mower incompatibility is not eligible for return or refund.

Our Fitment Guarantee may apply when the customer correctly matches a listed OEM, Warner, or Ogura part number and the replacement is not compatible with that confirmed part-number path. Please review the Fitment Guarantee for complete terms.

If you are uncertain about fitment, please contact us before ordering or installing the part.

Contact Us

For return requests, exchanges, or order support, please contact us. We will be glad to review the situation and help determine the next step.

This policy applies to orders shipped within the United States. Nothing in this policy limits any consumer rights that cannot legally be limited.