Refund and Returns Policy

Last updated: Oct 30th 2024

1) You cannot cancel your order once the product has been shipped, unless it has already been delivered. In such cases, you must wait until you receive the product to inspect it. If the product doesn’t match your initial order, you can then proceed with the cancellation process. The return and refund policy is applicable within a certain number of days after product delivery.

2) If you are a consumer and you placed your order away from our physical store, you have the legal right to cancel the contract within a specific period, as outlined in clause 16c below. During this period, if you change your mind or have any other reason to not want the product or equipment you ordered, you can inform us of your decision to cancel the contract and receive a refund. Please note that custom-made products are not eligible for cancellation.

c) Your legal right to cancel a contract begins from the date of the Written Order Acknowledgment, which is when the contract between us is established. If the products have already been delivered to you, you have a 7 (seven) working day period to cancel, starting from the day after you receive the products. If you have hired equipment or ordered services, you also have a 7 (seven) working day period from the date the contract was formed unless the hire period or services have already commenced with your consent, in which case your cancellation right ends when the hire period or services start. Please note that this time frame excludes Saturdays, Sundays, and public holidays.

d) To cancel a contract, you must contact us in writing by sending an email to or by mailing a letter to our address at It’s advisable to retain a copy of your cancellation notification for your records. The effective date of your cancellation will be the date you sent the email or posted the letter to us.

e) Upon cancellation, you will receive a full refund, including the product or hire charges, and any applicable delivery fees. We will process your refund as soon as possible and, in any case, within 30 calendar days from the date you notified us of the cancellation as described in clause 16d. If you returned the products or equipment due to faults or misdescription, please refer to clause 16f.

f) If you have returned the products or equipment to us under clause 16 because they are faulty or not as described, we will refund the full price of the defective product or hire charges, along with any applicable delivery costs and reasonable return expenses incurred by you.

g) Refunds will be issued to the credit or debit card used for payment.

h) If the products or equipment were delivered to you:

i. We may request that you return the products or equipment to us, or we will arrange for their collection from the delivery address, based on our choice. We will coordinate a suitable collection time with you.

ii. Unless the products or equipment are faulty or not as described (in which case, refer to clause 16f), you are responsible for the return or collection costs. Standard collection costs apply for the retrieval of products or equipment.

iii. You are legally obligated to retain possession of the products or equipment and take reasonable care of them while they are in your possession.

i) Specific details regarding your legal right to cancel and instructions on how to exercise this right are provided in the Written Order Acknowledgment.

j) As a consumer, you always have legal rights regarding faulty or misdescribed products or equipment. These rights remain unaffected by the returns policy outlined in this clause 16. For further guidance on your legal rights, please consult your local Citizens’ Advice Bureau or Trading Standards office.

k) If you are a consumer, it’s essential to be aware of your rights when it comes to products or equipment that may be faulty or not as described. These rights are separate from the return and refund policy discussed in clause 16. For comprehensive guidance on your legal rights, consider reaching out to your local Citizens’ Advice Bureau or Trading Standards office.

In summary, our return and refund policy, as outlined in clause 16, provides consumers with the opportunity to cancel a contract within a specified timeframe, as long as the conditions described in the policy are met. This policy is designed to ensure that consumers have the ability to make informed decisions and exercise their rights in case the received products or equipment do not meet their expectations.

It’s important to review the specific details of the Written Order Acknowledgment for precise information about your legal right to cancel, as well as any additional instructions or requirements related to cancellations and returns. We are committed to providing our customers with fair and transparent terms for cancellations and refunds in accordance with applicable consumer protection laws.

How Can Customers Contact Us?

If our customers face any issues related to payments, here are the ways to contact our customer service specialist team:

By email: info@continental-trailers.com.
By visiting this page on our website: https://continental-trailers.com/contact-us/
By phone: +1 (212) 347-1484