Refund policy

Return and Exchange Policy

Thank you for choosing REICO custom food trailers! We are committed to providing you with the highest quality food trailers and exceptional customer service. To ensure you make a confident purchase and enjoy comprehensive after-sales support, we have developed the following return and exchange policy. Please read it carefully before purchasing to fully understand our policy.

1. Custom Food Trailer Return and Exchange Rules

Since each food trailer is custom-made according to your individual specifications, we generally do not offer traditional returns or exchanges. To ensure you are completely satisfied with the product, we offer the following guarantees:

Design Confirmation Stage: Before production begins, you will receive a design draft that includes the trailer’s appearance, functional configuration, and other custom features. Please carefully review and confirm all details. If there are any discrepancies with your requirements, we will make changes at this stage until you are completely satisfied.

Order Modification and Cancellation:

As all REICO food trailers are custom-built to order, they are non-returnable and non-refundable once the design is confirmed.

If cancellation is requested after production begins, only partial refunds arising strictly from verified equipment quality issues may be considered, and only for non-integrated items (e.g., standalone kitchen equipment not welded or permanently installed into the trailer body).

Any unrecoverable third-party costs already incurred (including but not limited to freight charges, customs duties, or taxes paid) shall be non-refundable.

The exact refundable amount, if any, shall be determined solely based on written confirmation by both parties and a final accounting review.

2. Quality Issues and Damage

We are committed to providing high-quality custom food trucks, and each product undergoes strict inspection before shipment. If your truck is damaged during transit or has manufacturing defects, we will take the following actions:

Shipping Damage: If your food truck is damaged during shipping, please contact our customer service within 7 days of receipt, providing photos of the damage and the packaging. We will provide free repairs or replacements depending on the extent of the damage.

Manufacturing Defects: If your food truck has manufacturing defects during use, please contact us within 30 days, and we will provide free repairs or replacement services.

Inspection Requirement: Upon receipt of the truck, please immediately inspect the product. If there is any visible damage or defects, please retain the product and packaging, and contact us promptly to resolve the issue.

All return or repair services are subject to REICO’s evaluation and written confirmation.

REICO will not be liable for shipping damage reported after 7 calendar days or for damages caused by improper unpacking, unauthorized modifications, or misuse.

3. Returns and Exchanges for Non-Quality Issues

No returns or exchanges are accepted for non-quality-related reasons once production has begun. Please confirm all design and technical requirements in writing before placing your order.

4. Return and Exchange Process

If you need to request a return or exchange, please follow these steps:

Contact Us: Please contact our customer service team via email or phone, providing your order number, a description of the issue, and relevant photos (if applicable).

Issue Confirmation: We will promptly review your issue and confirm the best course of action. If the issue is related to quality or shipping damage, we will arrange for free repair or replacement.

Return/Exchange Arrangement:Returned goods must be securely packaged. REICO will not be responsible for damages incurred during return shipping arranged by the customer.

Return/Exchange Completion: Once we receive the returned item and confirm everything is in order, we will process the refund or exchange within 7 business days.

5. Shipping Costs

Quality Issues or Shipping Damage: For returns or exchanges due to quality issues or shipping damage, we will cover all related shipping costs and fees.

Personal Reason Returns or Exchanges: The customer shall bear all related shipping costs and assumes risk of loss during return transit.
If the return or exchange is due to personal reasons, the customer is responsible for the shipping fees for both the return and reshipment. Please ensure the returned item is in its original condition and use proper packaging to avoid damage.

6. Special Customization Requests

Orders with special customization (such as custom colors, structure modifications, or non-standard features) are **non-cancellable** once confirmed in writing, and are not eligible for return or refund unless found to be defective upon delivery.

7. Product Warranty and After-Sales Service

Warranty Period: We provide a 12-month limited warranty on all custom food trucks. During the warranty period, if there are any issues caused by manufacturing defects, we will offer free repair services. The warranty does not cover damages caused by human error or force majeure factors.

The warranty does not apply to:
- Damage caused by misuse, accidents, or unauthorized modifications;
- Normal wear and tear;
- Damage resulting from force majeure events (e.g., weather, theft, natural disasters).

Extended Warranty: You can choose to purchase an extended warranty to prolong the warranty period. Please contact customer service for more information on terms and pricing.

8. Customer Satisfaction Guarantee

We understand the importance of custom products and are committed to providing every customer with a seamless experience. If you are not satisfied with your food truck upon receipt or encounter any issues during use, we will work diligently to assist you and find the best solution. Please feel free to contact our after-sales service team, and we will do our best to resolve the issue.

If you have any questions or need further information about our return and exchange policy, please feel free to contact our customer service team. We are here to assist you and ensure a worry-free shopping experience!

This satisfaction guarantee does not override the limitations stated in Sections 1–7 and is subject to REICO’s sole discretion.