Refund and Returns Policy

Thank you for shopping with Pull Cargo Trailers. This Refund and Returns Policy explains how we handle refunds, returns, exchanges, and order cancellations for purchases made through our website. By placing an order, you agree to the terms below.

1. General Policy

Due to the size, value, and nature of trailers and related equipment, returns are handled differently than small parcel items. Many trailers are built to order or customized to your specifications, which can limit eligibility for change‑of‑mind returns.

We are committed to supplying products that match the description, specification, and quality promised at the time of sale. If there is an issue with your order, please contact us as soon as possible so we can review your situation and offer a suitable solution.

2. Eligibility for Returns

2.1 Change of Mind

Because trailers and many accessories may be classified as special‑order or customized items, change‑of‑mind returns may not be accepted once an order has been confirmed, production has started, or the unit has been registered or titled in your name.

Where allowed at our discretion, any change‑of‑mind return: 30 days refund window. 

  • Must be requested within a specified number of days from collection or delivery (for example, 7–14 days).

  • Requires the product to be unused, unregistered (if possible), and in the same condition as received, with all original documentation, parts, and accessories.

  • May be subject to inspection and restocking fees to cover administrative, transport, and preparation costs.

Please contact us before assuming that a change‑of‑mind return is available for your order.

2.2 Damaged or Defective on Arrival

If your trailer or accessory arrives damaged, missing components, or not functioning as expected, you must notify us within a reasonable timeframe after delivery or collection (for example, within 48–72 hours).

When reporting an issue, please provide:

  • Your order number and contact details.

  • A detailed description of the issue.

  • Clear photos or videos showing the damage or fault where possible.

We will assess the case and may:

  • Arrange repair or replacement of affected parts.

  • Offer a partial refund or price adjustment where appropriate.

  • Replace the trailer or accessory in more serious cases, subject to availability and inspection.

Damage caused during transport may also involve our shipping partners, and we may require additional information to process a claim.

2.3 Incorrect Item or Specification

If you receive a trailer or accessory that does not match your order confirmation (for example, wrong model, size, or major specification), contact us promptly so we can review the discrepancy.

Where we confirm an error on our side, we will work with you to:

  • Correct the issue through adjustments or modifications where feasible.

  • Replace the incorrect unit with the correct one.

  • Arrange return and refund where repair or replacement is not possible or practical.

3. Non‑Returnable Items

Certain products may not be eligible for returns or refunds except where required by law, including:

  • Custom‑built or heavily customized trailers produced to your specific requirements.

  • Trailers that have been used, modified, or altered after delivery or collection.

  • Items damaged due to misuse, improper loading, poor maintenance, or failure to follow instructions.

  • Clearance, special promotion, or “as‑is” units clearly sold with reduced warranties or known cosmetic defects.

Any such limitations will be communicated at or before the time of purchase wherever possible.

4. Returns Process

If you believe you are eligible for a return or refund, please follow these steps:

  1. Contact us: Reach out via email or phone with your order number, contact information, and a description of the issue.

  2. Provide evidence: When relevant, include photos, videos, or documents to help us assess the condition of the product.

  3. Wait for authorization: Do not arrange to send or bring back the trailer or product until you receive written confirmation and instructions from us.

  4. Follow return instructions: If a return is approved, we will explain the method, location, and any costs involved with transporting the unit.

Returns that arrive without prior authorization may be refused, delayed, or processed differently than expected.

5. Refunds

Once a returned product is received and inspected, we will notify you of the outcome and any applicable refund. If a refund is approved:

  • It will typically be processed to the original payment method.

  • Processing times may vary depending on your bank or payment provider.

Refund amounts may be adjusted to account for:

  • Restocking fees.

  • Transport and collection costs.

  • Wear, damage, or missing components not present at the time of delivery.

We will always communicate any deductions clearly before finalizing a refund.

6. Order Cancellations

6.1 Before Production or Dispatch

If you wish to cancel an order before production begins or before the trailer or accessory has been dispatched, contact us as soon as possible.

In some cases, cancellation may be possible with no or minimal charges; in other cases, especially for custom or special‑order units, deposits or a portion of the purchase price may be non‑refundable once work has started.

6.2 After Production or Dispatch

If the trailer has already entered production, been registered, or shipped, cancellation may no longer be available, or may involve fees to cover costs incurred. We will inform you of the options once we review your request.

7. Warranties and Repairs

This Refund and Returns Policy operates alongside any applicable manufacturer or dealer warranty. Warranties typically cover defects in materials and workmanship under normal use for a defined period and may specify the process for repairs or replacement of defective parts.

Where an issue falls under warranty rather than a refund or return scenario, we may:

  • Arrange repair at an authorized service location.

  • Supply replacement components.

  • Offer other remedies consistent with the warranty terms.

Refer to the warranty documentation supplied with your trailer for full details of coverage, conditions, and exclusions.

8. Your Responsibilities

To help ensure smooth returns and warranty support, you are responsible for:

  • Reviewing order confirmations carefully and notifying us quickly of any discrepancies.

  • Inspecting your trailer upon delivery or collection and reporting issues promptly.

  • Using the trailer in accordance with recommended loading, towing, and maintenance guidelines.

  • Keeping purchase records, invoices, and warranty documents in a safe place.

Improper use, overloading, or failure to maintain the trailer as directed can impact eligibility for returns, refunds, and warranty coverage.

9. Legal Rights

Nothing in this Refund and Returns Policy is intended to limit or exclude any statutory rights you may have under consumer protection or sales laws in your jurisdiction. Where such laws provide additional protections, those rights remain in full force.