Refund Policy
Last updated: January 2025
We want every customer to be happy with their Qualtrailers unit. If something has gone wrong with your order, here's how refunds work.
When you're entitled to a refund
- The trailer delivered does not match the specifications agreed in your order.
- The trailer has a structural defect identified within seven (7) days of delivery.
- We are unable to fulfil your order due to manufacturing or supply issues on our side.
When refunds don't apply
- Custom-built or customised trailers (these are non-refundable once production begins).
- Damage caused by misuse, overloading, accidents, or modifications by third parties.
- Normal wear and tear or cosmetic issues identified after 7 days.
- Change of mind once a trailer has been collected or delivered.
How to request a refund
Email sales@qualtrailers.co.za with your order reference, photos of the issue, and a short description. We'll respond within two business days. Approved refunds are paid back to the original EFT source account within 14 business days.
Return Policy
Last updated: January 2025
Trailers are large, heavy, and expensive to transport — so returns aren't as simple as posting back a pair of shoes. Here's how the process works.
Return window
Standard (non-customised) trailers may be returned within 7 days of delivery, provided the unit is unused, undamaged, and in original condition. Custom builds cannot be returned.
Return process
- Email us within 7 days of delivery to request a return authorisation.
- We'll inspect the unit either at our workshop or at your premises (collection fees apply).
- If approved, you'll receive a refund of the trailer price minus a 15% restocking fee and any return transport costs.
- Refunds are processed via EFT within 14 business days of the unit being received and inspected.
Faulty units
If the trailer has a manufacturing defect, no restocking fee applies and we cover return transport. We may repair, replace, or refund at our discretion in line with the Consumer Protection Act.
Shipping Policy
Last updated: January 2025
We deliver Qualtrailers units to all nine provinces of South Africa. Cross-border deliveries (Botswana, Namibia, Lesotho, eSwatini, Mozambique, Zimbabwe) are available on request.
Delivery times
- Stock items: dispatched within 3–5 business days of payment confirmation.
- Made-to-order trailers: 2–6 weeks from payment, depending on specification.
- Custom builds: timeline confirmed in writing at order placement.
Delivery costs
Delivery is quoted separately based on distance, trailer size, and destination. We'll provide a delivery quote before payment so you can decide whether to collect from our Johannesburg workshop or have us deliver. Collection from our workshop is free.
Delivery handover
On delivery day, our driver will walk you through a full handover inspection. We test lights, brakes (where applicable), couplings, and any installed equipment. If anything isn't right, raise it before signing off — we'll resolve it immediately or arrange follow-up at our cost.
Risk and ownership
Ownership of the trailer transfers to you once full payment has been received. Risk transfers when the trailer is collected from our workshop or signed for at delivery.
