Return & Refund Policy

Trusty Haul (Operating Brand) — TRUST TARILERS LTD (Legal Entity)

Effective Date: 23-10-2025

1) Purpose of This Policy

This Return & Refund Policy explains how Trusty Haul handles return requests, cancellations, and refund processes for purchases made through TrustyHaul.com. Because our products are heavy-duty equipment delivered through freight logistics, returns and refunds are managed through a clear, structured process to protect both customers and the business and to reflect real transportation and allocation costs.

2) Key Definitions

To avoid confusion, the following terms are used in this policy:

  • Return Request Window: The timeframe within which a customer may request a return after delivery.
  • 48-Hour Damage Reporting Window: The specific period after delivery during which visible, transport-related damage must be reported for investigation.
  • Order Confirmation: The stage where availability, delivery feasibility, and final shipping costs are confirmed with the customer before any dispatch.
  • Dispatch: The stage at which the shipment leaves Trusty Haul’s control.
  • Reserved Unit: A unit allocated to a customer’s order and removed from available inventory.

3) Return Request Window (30 Days)

You may request a return within 30 calendar days of delivery for eligible products. This period refers to the window in which a return request can be submitted; it does not guarantee automatic approval of the return itself. Returns are reviewed based on:

  • whether the unit was dispatched and received
  • condition and specification relative to what was confirmed
  • whether delivery damage was reported appropriately
  • whether the unit was reserved or custom modified before delivery (see Section 8)

Requests made after 30 days will be evaluated at our discretion, but approval cannot be guaranteed.

4) Delivery Damage Reporting (48 Hours — Separate Requirement)

Visible delivery or transport damage must be reported within 48 hours of delivery. Damage reported beyond this timeframe cannot be investigated through our delivery partners and may limit available remedies.

To report damage, customers should email:

  • clear photos or video showing the issue
  • a brief written description of what occurred
  • your order number and delivery address

This 48-hour damage reporting window is separate from the 30-day return request window and ensures prompt documentation and assignment of responsibility within the delivery chain.

5) Cancellations and Refunds Before Dispatch

A. Before Order Confirmation

If you cancel an order before Trusty Haul completes the order confirmation process, you will generally be eligible for a full refund.

B. After Order Confirmation, Before Dispatch

If cancellation is requested after confirmation but before dispatch, you may still be eligible for a refund, subject to reasonable deductions for costs already incurred, such as:

  • payment processing fees
  • administrative handling and order coordination
  • third-party verification costs (if applicable)

Any refund deductions will be communicated clearly before issuing the refund.

6) After Dispatch — Refunds and Return Handling

After dispatch, logistics and transportation costs cannot be refunded because these expenses are incurred by the time an item leaves our custody. Refunds after dispatch are handled on a case-by-case basis and typically require:

  • approval of a return request
  • coordination of the return shipment
  • inspection upon receipt at our warehouse or partner facility

If a return is approved, the customer may be responsible for return freight costs, unless a verified error on Trusty Haul’s part is confirmed. Refunds are usually processed after the return unit is received and assessed.

Restocking and Handling Fees

Where applicable, restocking or handling fees may apply to approved returns. These fees are typically calculated as a percentage of the product price, based on the allocation stage, preparation status, and condition of the returned unit at the time of assessment.

7) Returns (When Accepted)

Returns are not automatic. Return approval may be granted for:

  • verified mismatch between delivered unit and confirmed specifications
  • verified condition issues materially different from what was agreed upon
  • documented delivery damage reported within the 48-hour window

When a return is approved, we will provide instructions on how to proceed, including return shipping arrangements and return authorization codes (if required).

8) Reserved Units & Custom / Modified Units

Reserved Units

If a unit has been reserved and removed from active inventory, cancellations may result in a partial refund, depending on the allocation stage and costs already incurred.

Custom / Modified Units

Custom or modified units (units altered or prepared according to specific customer requests) are generally non-refundable once work has started, because:

  • allocation and preparation costs are committed
  • the unit may no longer be immediately resellable to others

If cancelled before customization begins, eligibility for a partial refund will be assessed based on the work performed and costs already incurred.

9) Customer-Provided Errors & Refused Deliveries

Refunds may be limited or not provided where issues arise from:

  • incorrect or incomplete delivery information provided by the customer
  • inability to complete delivery due to undisclosed access restrictions
  • refusal of delivery without a documented cause
  • failure to accept delivery as scheduled

Additional freight or rescheduling costs may apply in such cases and will be communicated before action is taken.

10) How Refunds Are Issued

Refunds will be issued back to the original method of payment where possible:

  • card refunds go to the original card
  • bank transfer refunds return to the originating account (subject to bank verification)

Please allow extra time for your bank or card issuer to process the refund.

11) Refund Processing Timeline

Once a refund is approved, it will generally be processed within 7–10 business days. Additional delay may occur due to payment processor or bank procedures outside our control.

12) How to Request a Return or Refund

To request a return or reporting delivery damage, email us with:

  • order number
  • product purchased
  • delivery address
  • reason for request
  • supporting photos or video (if applicable)

Email: contact@trustyhaul.com
Phone: +1 (509) 906-2376

Our team will respond with the next steps and any required authorization.

13) Contact Information

Trusty Haul — U.S. Operations
114 Whalen Loop Rd
Woodland, WA 98674
United States

Phone: +1 (509) 906-2376
Email: contact@trustyhaul.com

Legal Entity: TRUST TARILERS LTD
Registered Address: Houndhill Park, Bolton Road, Wath-Upon-Dearne, Rotherham, S63 7LG, England

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