Refund & Return Policy

KALES supplies high-quality, often customized industrial vehicles. Because these products are heavy-duty, non-standard, and built for specific export requirements, our refund and returns policy is structured for fairness, clarity, and operational feasibility.

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

1. Pre-Sales Services

We provide product consultation, technical guidance, configuration review, compliance discussion, and feasibility analysis before purchase.

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

2. Post-Sales Support

We provide multilingual after-sales support by phone, WhatsApp, email, and online channels. During business operations, we aim to respond within 2 hours of receiving a service request.

3. Return & Refund Policy

All sales of KALES semi-trailers are final. Due to customized, non-standard, and industrial product characteristics, returns, exchanges, and refunds are not accepted under normal circumstances.

Exceptions may be considered only for manufacturing defects confirmed before shipment or wrong model shipment caused by KALES error. Remedies are limited to repair, defective-part replacement, or partial credit at KALES discretion.

No refund is issued for change of mind, buyer remorse, import restrictions, customs clearance issues, or failure to meet local regulatory requirements.

4. Limited Warranty Coverage

KALES provides limited warranty coverage on new semi-trailers from the shipment date. After warranty, genuine spare parts can be supplied at cost price with technical support.

5. Warranty Conditions

Warranty applies to defects caused by material or workmanship failure under normal use. The buyer must notify KALES within 7 days of discovering the issue and provide proof of purchase.

For large components, the defective part may need to be returned to 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. Warranty Exclusions

Warranty does not cover overloading, force majeure, normal wear and tear, lack of maintenance, accidents, misuse, unauthorized modifications, third-party installation, or operation contrary to the user manual.

Buyer-performed alignment, setup, calibration, and configuration are not covered.

7. Technical Support & Claim Process

To file a claim, email jennylee@kalestruck.com with the order number, photos or video of the defect, and a description of operating conditions. Support is available by phone, WhatsApp, email, and online chat.

8. Liability Limitation

KALES is not liable for loss of profits, business interruption, downtime, third-party property damage, personal injury, diminished resale value, customs costs, import duties, or local compliance failure.

We strongly recommend commercial vehicle insurance, including third-party liability coverage.

9. Contact Us

For questions about this policy, warranty claims, or after-sales support, contact KALES directly.