Return & Refund Policy

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

Effective Date: 23-10-2025

1) Purpose of This Policy

This policy explains how returns, cancellations, and refunds are handled for purchases made through TrustyHaul.com. Because our products are heavy-duty and delivered via freight logistics, returns and refunds follow a structured process designed to remain fair to customers while reflecting real transportation and allocation costs.

2) Key Definitions (For Clarity)

  • Return Request Window: The period during which a customer may request a return after delivery.
  • Damage Reporting Window: The timeframe for reporting visible transport-related damage.
  • Order Confirmation: The stage where availability, delivery feasibility, final shipping cost, and scheduling are confirmed with the customer.
  • Dispatch: The point at which the unit leaves our custody or the transport process begins.
  • Reserved Unit: A unit allocated to an order and removed from active inventory.
  • Custom / Modified Unit: A unit prepared, configured, or altered for a specific customer request.
  • Freight Costs: Transportation, handling, routing, scheduling, and any related logistics charges.

3) 30-Day Return Request Window (Eligibility)

Customers may request a return within 30 days of delivery for eligible products.

Important:

  • The 30-day period is a return request window, not an automatic approval.
  • Returns are reviewed based on product type, dispatch status, and condition.
  • Freight and logistics costs are not automatically refundable.

This structure aligns with consumer expectations while remaining realistic for freight-based goods.

4) 48-Hour Damage Reporting Window (Operational Requirement)

Any visible transport-related damage must be reported within 48 hours of delivery.

To report damage, please provide:

  • clear photos or video evidence
  • a brief written description
  • the order number and delivery details

This requirement exists because freight claims require prompt documentation.
The 48-hour window applies only to damage reporting and does not limit your 30-day return request rights.

5) Cancellations & Refunds Before Dispatch

A. Before Order Confirmation

Cancellations made before order confirmation are generally eligible for a full refund.

B. After Order Confirmation, Before Dispatch

Cancellations after confirmation but before dispatch are generally eligible for a refund, subject to deductions for costs already incurred, such as:

  • payment processing fees (where applicable)
  • administrative handling and allocation costs
  • third-party verification or documentation (if applicable)

Any deductions are explained before the refund is finalized.

6) Cancellations & Refunds After Dispatch

Once dispatch has occurred:

  • Freight and transportation costs are typically non-refundable
  • Return feasibility depends on shipment progress and condition
  • If a return is approved, return transport costs may be the customer’s responsibility, unless the issue is due to a verified error attributable to Trusty Haul

Refunds (where eligible) are generally processed after the unit is returned and assessed.

7) Returns (When Returns Are Accepted)

Returns require prior approval and are assessed case-by-case. A return may be considered for:

  • verified mismatch against confirmed specifications
  • verified condition issues materially different from confirmation
  • documented delivery damage reported within the 48-hour window

Returns are not treated as automatic due to the nature of freight logistics.

8) Reserved Units & Custom / Modified Units

Reserved Units

Once a unit is reserved and removed from active inventory:

  • cancellation may result in a partial refund, depending on allocation stage and costs incurred

Custom / Modified Units

Custom or modified units are generally non-refundable once work has started, because:

  • the unit is configured to a specific request
  • allocation and preparation costs are committed
  • immediate resale may not be feasible

If cancelled before customization begins, eligibility is assessed based on the stage of work and costs incurred.

9) Customer-Provided Errors & Refused Deliveries

Refunds may be limited where issues arise from:

  • incorrect delivery details
  • inability to receive delivery as scheduled
  • undisclosed access restrictions
  • refusal of delivery without documented cause

Additional transport or rescheduling costs may apply. Any eligible refund is calculated after deducting non-recoverable freight costs.

10) How Refunds Are Issued

Refunds are issued to the original payment method where possible:

  • card payments are refunded to the original card
  • bank transfer refunds are returned to the originating account (subject to verification)

11) Refund Processing Timeline

Once approved, refunds are processed within 7–10 business days.
Bank or card issuers may require additional time to reflect funds.

If a return is involved, refunds are typically processed after receipt and assessment of the unit.

12) How to Request a Return or Refund

Email contact@trustyhaul.com with:

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

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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