Refund and Returns Policy

Effective Date: November 13, 2025
Issued by: Shandong Kales Vehicle Co., Ltd.

At Kales Vehicle, we are committed to delivering high-quality, custom-built semi-trailers designed for demanding global operations. Due to the nature of our products — heavy-duty, non-standard, and often customized industrial vehicles — our refund and returns policy is structured to ensure fairness, clarity, and operational feasibility for both parties.

Please read this policy carefully before placing an order or requesting after-sales support.

1. Pre-Sales Services

Our R&D team prioritizes innovation, safety, and environmental sustainability. We offer the following pre-sales support to help you make informed decisions:

Product consultation (specifications, configurations, compliance)
Technical guidance and feasibility analysis

All quotations are non-binding until a formal Proforma Invoice is issued and accepted in writing.

2. Post-Sales Support

We provide dedicated 7×24 multilingual after-sales support via:

We guarantee a response within 2 hours of receiving your service request during business operations.

3. Return & Refund Policy

All sales of semi-trailers from Kales Vehicle are final.

Due to the customized, non-standard, and industrial nature of our products (including lowbed trailers, ADR tankers, bulk cement trailers, etc.), we do not accept returns, exchanges, or refunds under normal circumstances.

Exceptions may be considered only in the following cases:

Manufacturing defect confirmed by Kales Vehicle’s technical team prior to shipment;
Wrong model shipped due to Kales Vehicle’s error (with photographic/video evidence).

In such rare cases, resolution will be limited to repair, replacement of defective parts, or partial credit — not full refund — at Kales Vehicle’s sole discretion.

⚠️ No refunds will be issued for: change of mind, buyer’s remorse, import restrictions, customs clearance issues, or failure to meet local regulatory requirements.

4. Limited Warranty Coverage

Kales Vehicle provides a limited warranty on all new semi-trailers, effective from the date of shipment (FOB Qingdao):

Component	Warranty Period
Main chassis beam	12 months
Axles	12 months
Air suspension	12 months
Hydraulic cylinders	12 months
Hydraulic gooseneck diesel engine	6 months
Other spare parts (non-wear)	6 months
Wear-and-tear parts (tires, brake pads, lights, hoses, etc.)	Not covered

After the warranty period, Kales Vehicle offers genuine spare parts at cost price with technical support.

5. Warranty Conditions

To qualify for warranty coverage:

The defect must arise from material or workmanship failure under normal use;
The buyer must notify Kales Vehicle within 7 days of discovering the issue;
Original proof of purchase (Proforma + payment record) is required;
For large components (e.g., axles, beams), the defective part must be returned to our factory in Liangshan, China, at the buyer’s expense;
Shipping and labor costs for replacement installation are borne by the buyer, unless otherwise agreed in writing.

6. Exclusions from Warranty

The warranty does NOT cover damage or failure caused by:

Overloading beyond rated capacity
Natural disasters, war, terrorism, or force majeure events
Normal wear and tear
Lack of routine maintenance or cleaning
Accidents, negligence, or inadequate dust control systems
Misuse or operation contrary to the user manual
Unauthorized modifications, repairs, or third-party installations

🔸 If the trailer has been modified or fitted with additional equipment by the buyer, Kales Vehicle assumes no liability for resulting damage. Warranty eligibility in such cases will be assessed on a case-by-case basis.

Additionally, customer-performed alignment, setup, calibration, or machine configuration is not covered. The buyer is responsible for understanding basic operation, setup, and maintenance per the manufacturer’s guidelines.

7. Technical Support & Claim Process

Technical assistance for part installation is available via phone, WhatsApp, email, or online chat.
Support hours: Monday–Friday, 9:00–18:00 China Standard Time (CST), excluding public holidays.
To file a warranty claim, email [email protected] with:
- Order number
- Photos/video of the defect
- Description of operating conditions

Our team will respond within 2 hours and guide you through the next steps.

8. Liability Limitation

Kales Vehicle shall not be liable for:

Loss of profits, business interruption, or downtime;
Third-party property damage or personal injury;
Diminished resale value after repair;
Costs related to customs, import duties, or local compliance failures.

We strongly recommend that all buyers purchase comprehensive commercial vehicle insurance, including third-party liability coverage, to mitigate these risks.

9. Contact Us

For any questions regarding this policy, warranty claims, or after-sales support:

Ms. Jenny Li – International Sales Manager
Shandong Kales Vehicle Co., Ltd.
📍 Quanpu Industrial Park, Liangshan County, Shandong, China
📞 +86-13156388843 (WhatsApp enabled)
✉️ [email protected]
🌐 www.kalestruck.com

✅ Note: This policy supersedes any prior verbal or written communication. Kales Vehicle reserves the right to update this policy without notice. Continued use of our services constitutes acceptance of the current version.