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Home Returns
Returns & Cancellations
Trailers are big-ticket, titled goods, so returns work differently to normal retail. Here is our policy in plain language.
Before you buy
The best return is the one that never has to happen. We would much rather spend twenty minutes making sure the trailer is right than process a return later, so ask us anything before you order. Photographs, weights, dimensions, hitch requirements: we will send whatever helps.
Cancelling an order
An order can be cancelled without charge at any point before the trailer is released for pickup or dispatched for transport. Once a unit is loaded or collected, cancellation becomes a return and the terms below apply.
Factory-ordered and custom-specified trailers are built to your specification. Once a build slot is confirmed with the manufacturer these orders cannot usually be cancelled without forfeiting the deposit.
Returns at a glance
| Situation | What happens |
|---|---|
| Order not yet released | Full cancellation, no fee |
| Damaged in transit | Note it on the delivery receipt and contact us immediately. We handle the carrier claim. |
| Wrong unit shipped | Our error. We collect it and correct it at our cost. |
| Manufacturing defect | Handled as a warranty claim rather than a return |
| Change of mind after delivery | Case by case. Restocking and transport costs apply and the trailer must be unused and untitled. |
| Titled or used trailer | Once titled or put into service, a trailer cannot be returned |
How to start a return
Contact us within 48 hours
Email Sales@atlastrailergroup.com or call (364) 646-4113 with your order number and the reason. The clock matters, especially for transit damage.
Send photographs
Wide shots plus close-ups of the issue, and a photo of the VIN plate. This is what carriers and manufacturers ask for first.
Wait for authorisation
Do not send anything back before we confirm. Unauthorised returns can be refused and you would be liable for the freight both ways.
Refund or replacement
Approved refunds go back to the original payment method once the trailer is received and inspected, usually within ten business days.
Deposits. Deposits hold a specific unit and take it off the market for other buyers. They are refundable up until the point a factory build slot is confirmed or the trailer is released, after which they are applied to costs already incurred.
Something not right with your order?
Get in touch straight away. The sooner we know, the more options we have.