Return & Refund Policy for Pull Cargo Trailers

Website: https://www.pullcargotrailers.com
Business Name: Pull Cargo Trailers
Customer Support Email: [sales@pullcargotrailers.com]

At Pull Cargo Trailers, we want you to be completely satisfied with your purchase of trailers, containers, generators, and accessories. Even though many of our products are large and built for heavy-duty use, we make returns and exchanges straightforward.

This policy explains how you can return or exchange an item if needed. Please read it carefully before making a purchase.

1. Who This Policy Applies To

This policy applies to all customers in the United States who purchase any product from our website, including but not limited to:

• Enclosed and utility trailers (e.g., car haulers, cargo trailers, horse trailers)

• Shipping containers (e.g., 10ft, 20ft, 40ft, 53ft, 60ft dry vans, reefers, open tops, flat racks)

• Refrigerated containers and freezer units

• DNV offshore containers (dry, open top, half height, refrigerated)

• Container chassis and extendable chassis

• Generator sets (e.g., Carrier clip-on gensets)

• Transformers, propane tanks, skid tanks, and industrial equipment

• Trailer parts and accessories

By placing an order, you agree to the terms below.

2. Returns – We Accept Both Defective & Non‑Defective Products

Unlike many heavy equipment sellers, we do accept returns for two types of situations:

2.1 Defective Products

A product is considered defective if it does not work for its intended purpose and the problem existed before you received it.

Examples of defects:

• A refrigerated container does not cool or freeze to the advertised temperature range.

• A generator set will not start or fails to produce power.

• A trailer has a cracked frame or broken axle upon delivery.

• A shipping container has major structural damage (e.g., bent corner posts, holes in roof) not disclosed in the listing.

Examples that are NOT defects:

• Normal wear and tear from shipping (e.g., minor scratches, small dents).

• Missing non‑essential accessories (e.g., a specific sling or cable) unless listed as included.

• Cosmetic issues clearly described in the product listing (e.g., “used container with dents”).

• You change your mind about the size, color, or capacity after delivery.

2.2 Non‑Defective Products (Change of Mind, Wrong Fit, etc.)

You may also return a product for any other reason, including:

• You ordered the wrong size trailer or container.

• You no longer need the item.

• The product does not fit your space or application as expected.

Note: Because many of our products are large, heavy, and often custom‑ordered or modified, change‑of‑mind returns are accepted only if the product is in new, unused condition (see Section 4) and returned within the 5‑day window. For custom‑built or modified items, change‑of‑mind returns may not be available – please ask before ordering.

3. Exchanges – Accepted

We accept exchanges for both defective and non‑defective products.

• Defective exchange: You send back the defective item, and we will send you a replacement of the same product type (or equivalent value) at no extra cost, subject to availability.

• Non‑defective exchange: You send back the original item (in new condition), and we will exchange it for a different item of equal or lesser value. If the new item costs more, you pay the difference.

Because our inventory changes frequently, we cannot guarantee a specific exchange item. But we will work with you to find a fair replacement.

Exchanges follow the same 5‑day window and “new only” condition as returns.

4. Product Condition Requirement – “New Only”

To be eligible for a return or exchange (especially for non‑defective reasons), the product must be in “new” condition. This means:

• Unused, uninstalled, and unmodified – No signs of towing, loading, wiring, cutting, welding, or drilling.

• No missing parts – All original components, manuals, keys, remote controls, cables, and accessories must be present.

• No damage caused by you – No scratches, dents, rust, dirt, or weather exposure beyond what occurred during original shipping.

• Original packaging – The product must be in its original box or crate, with all packing materials intact. For large items like trailers or containers, “original packaging” means no modifications, no added decals, and no removal of manufacturer tags.

For trailers and containers specifically:

• The trailer must not have been registered or titled in your name.

• No tires may have been mounted or rolled on pavement (other than loading/unloading from our delivery truck).

• No electrical connections may have been made (e.g., hooking up lights or brakes).

• The container must not have been loaded with any cargo or modified (e.g., no shelves painted, no holes drilled).

If a product cannot be resold as “new” due to being used, modified, or damaged by you, we will deny the return and send it back to you at your expense.

5. Return Window – 5 Days From Delivery

You have 5 calendar days from the date your order is delivered to initiate a return or exchange.

How to calculate the 5 days:

• Day 1 is the day after delivery.

• If day 5 falls on a weekend or holiday, the deadline extends to the next business day.

Example: Your 20ft container is delivered on June 10th. You must contact us to start your return by June 15th.

We will not accept any return or exchange request made after 5 days from delivery, even if the product is still new. For defective claims discovered after 5 days, contact us anyway – we may still help under warranty, but the strict return window applies only to change‑of‑mind and non‑defective returns.

6. Return Method – By Mail (With Free Return Label)

We make returns easy and free for you, even for large items.

• Return method: All returns must be sent by mail (USPS, UPS, FedEx, or common freight carrier). For very large items (e.g., trailers, containers), we will arrange a freight pickup for you.

• Return label: A free prepaid return shipping label is included inside your original package for small to medium items (accessories, parts, small generators). For large items like trailers and containers, the “label” is a prepaid freight bill – contact us and we will email it to you.

• If you lost the label: Email us with your order number, and we will send a new free return label within 1 business day.

• No need to pay for shipping – your return postage (or freight) is covered by Pull Cargo Trailers.

How to return small/medium items:

1. Repackage the item securely in the original box or a sturdy box.

2. Attach the free return label over the original shipping label.

3. Drop off at any location that accepts that carrier (e.g., USPS, UPS Store, FedEx).

4. Keep the tracking number for your records.

How to return large items (trailers, containers, gensets):

1. Contact us for a Return Merchandise Authorization (RMA) and prepaid freight bill.

2. We will schedule a carrier to pick up the item from your location (home, business, or job site).

3. You do not need to bring it anywhere – we come to you.

No in‑store returns – we do not have a physical retail location for drop‑offs.

7. Restocking Fees – No Cost

We do not charge any restocking fees.

• Whether you return a defective product or a non‑defective product, you will not be charged a restocking fee.

• The return shipping (or freight) is free, and there are no hidden deductions from your refund.

Example: You return a $5,000trailer(non‑defective,newcondition).Youwillreceiveafull$5,000 refund. No $200,$500, or percentage fee.

This makes returns simple and predictable, even for large equipment.

8. Refund Processing Time & Method

Once we receive your returned item, we will inspect it to confirm it is in “new” condition (or confirm the defect).

Refund method:

• Credit card payments: Refunded to the original card.

• PayPal or digital wallet: Refunded to the same account.

• Wire transfer or ACH: Refunded via same method.

• You will receive an email confirmation when the refund is processed.

Partial refunds: If you return only part of a multi‑item order (e.g., one generator out of a pallet of two), we will refund the proportional value of that item, provided it is in new condition.

No refund for original shipping: If you paid for shipping on your original order, that cost is not refundable unless the return is due to our error (e.g., we sent the wrong model trailer).

9. Exceptions & Items That Cannot Be Returned

The following cannot be returned or exchanged, even within 5 days:

1. Any product that has been used, installed, modified, or registered.

   • Example: You towed the trailer, loaded cargo into the container, or ran the generator for more than a test start.

2. Items not in “new” condition (as defined in Section 4).

3. Custom‑built or heavily modified products made to your specifications (e.g., a trailer with custom axle placement, a container with added windows). We will clearly mark these as “custom / non‑returnable” before you order.

4. Clearance, “as‑is,” or final sale items – these are clearly marked on the product page.

5. Products damaged by you after delivery (e.g., you backed into a tree, caused rust by leaving it in salt water, or dropped the generator).

6. Returns requested after the 5‑day window.

7. Gift cards or digital products (if any).

Also, you cannot return a product just because the market price dropped or you found a better deal elsewhere. This policy is for product condition and genuine defects, not price protection.

10. Damaged in Transit or Missing Packages

If your package arrives damaged (crushed, torn, wet, bent) or does not arrive at all, please contact us immediately. That is not a standard return – it is a shipping issue.

For damaged items:

• Take photos of the damaged packaging and the damaged item(s).

• Email us within 7 days of delivery.

• We will send you a free return label (or arrange freight pickup) and either replace the damaged items or refund you fully (including original shipping).

For missing packages:

• Check with neighbors, your local post office, or freight terminal first.

• If still missing after 5 business days from the “delivered” scan, email us.

• We will open an investigation with the carrier. If the package is confirmed lost, we will refund or replace at no cost to you.

11. How to Initiate a Return or Exchange – Step by Step

Step 1: Contact us within 5 days of delivery.
Email [sales@pullcargotrailers.com] with:

• Order number

• Product name and quantity

• Reason: “defective” or “non‑defective return” or “exchange request”

• For defects: Attach a short video or clear photos showing the issue.

• For non‑defective returns: Attach a photo showing the item is still new and unused.

Step 2: Receive your RMA and return label (if needed).
We will reply within 1 business day with a Return Merchandise Authorization (RMA) number. If you lost the return label that came in your package (for small items) or if you need a freight pickup (for large items), we will provide a new free label or bill of lading.

Step 3: Pack and ship (or await pickup).

• For small items: Pack securely, attach the label, drop off.

• For large items: We will schedule a carrier to pick up from your address. You do not need to bring it anywhere.

Step 4: Inspection & refund.
Once we receive the return, we inspect within 5 business days. You will get an email when your refund or exchange is processed.

12. Order Cancellations

You may cancel your order for a full refund within 2 hours of placing it (because we process and ship quickly). After 2 hours, your order may have entered picking, packing, or custom fabrication.

• If cancellation is requested after 2 hours but before shipment, we may charge a 10% handling fee to cover our costs.

• Custom or modified orders cannot be canceled once production has begun.

• Once shipped, cancellations are treated as returns – you will need to receive the order and then follow the return process above.

To cancel, email us immediately with “CANCEL” and your order number.

13. International Orders – USA

For customers in USA, this policy applies fully, but please note:

• Return shipping (free label) covers standard ground service within the US only. For returns from USA, we will provide a free return label for the US‑side of the border. You are responsible for any customs, duties, or brokerage fees to move the item from USA to the US return address.

• Alternatively, you may return the item to our US facility at your own expense, and we will reimburse you up to the cost of a comparable US domestic ground shipment (with receipt).

• Refunds will be issued in USD at the exchange rate on the date of refund.

We do not ship to or accept returns from countries other than the US.

14. Warranty Disclaimer & Manufacturer Warranties

This Return & Refund Policy is separate from any manufacturer warranty that may apply to your product.

• Many of our trailers, containers, and generators come with a manufacturer’s warranty (e.g., structural warranty on trailers, limited warranty on Carrier gensets). Refer to the warranty documentation included with your product.

• For defects discovered after the 5‑day return window, you may still be covered under the manufacturer’s warranty. We will help you file a warranty claim.

• New, unused products that are returned as non‑defective are not covered by warranty – they are simply returned for a refund.

No warranty applies to:

• Used, “as‑is,” or clearance items.

• Products modified or damaged by you.

• Normal wear and tear.

15. Your Responsibilities

To ensure a smooth return or exchange, you agree to:

• Inspect your delivery immediately upon receipt.

• Notify us of any defect or damage within 5 days (for returns) or 7 days (for shipping damage).

• Keep the product in new, unused condition if you plan to return it for a non‑defective reason.

• Not modify, install, or register the product before deciding to keep it.

• Provide accurate photos, videos, and descriptions when requesting a return.

Failure to meet these responsibilities may result in denial of your return or a reduced refund.

16. Limitation of Liability

To the maximum extent permitted by law, Pull Cargo Trailers’ total liability for any claim arising out of or relating to our products or this policy is limited to the amount you paid for the specific product(s) giving rise to the claim. We are not liable for any consequential damages, including lost profits, lost time, towing fees, rental fees, or any other costs beyond the product’s purchase price.

17. Contact Information

For all return, exchange, or refund questions:

Email: [sales@pullcargotrailers.com]
Response time: Within 5 business day (usually faster)

Do not send returns to any address other than the one on the return label or provided in your RMA – otherwise we may not receive them.

18. Summary – Key Points to Remember

19. Acknowledgment

By making a purchase on Pull Cargo Trailers, you confirm that you have read and agree to this Return & Refund Policy. You understand that returns are only accepted within 5 days, on products in new condition, and that you must use the free return label provided (or arrange freight pickup for large items).