Returns & Refunds Policy
Effective Date: September 2026
At Castle Hill Trailers, we want every customer to have clear information before purchasing a trailer. This Refund & Returns Policy explains our cancellation, return, and refund procedures for horse trailers, cargo trailers, and other trailers purchased through our website.
1. Returns
Due to the size, transportation requirements, and specialized nature of our trailers, returns are generally not accepted after a trailer has been delivered or collected, except where a return is required by applicable law.
Customers are encouraged to review the product description, specifications, photos, condition, price, and delivery information before placing an order.
2. Damaged or Incorrect Trailer
If a trailer arrives damaged, materially differs from the product description, or there is another significant issue with the order, please contact us promptly.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or other relevant evidence
We will review the issue and, where appropriate, provide a suitable remedy in accordance with applicable law.
3. Order Cancellation
Customers should contact us as soon as possible if they wish to cancel an order.
Cancellation may be possible if the trailer has not yet been dispatched, delivered, or collected.
If an order has already been dispatched or transportation has been arranged, cancellation may result in applicable transportation or administrative costs.
Any refund will be handled in accordance with applicable consumer protection laws.
4. Deposits and Payments
If a deposit is required to reserve a trailer, the applicable deposit terms will be clearly communicated before payment.
Where a deposit is legally refundable, we will process the refund in accordance with applicable law.
5. Refunds
When a refund is approved, it will normally be issued using the same payment method used for the original transaction, unless otherwise agreed.
Refunds will be processed as soon as reasonably possible after the refund has been approved.
The time required for the refund to appear in your account may depend on your bank, card issuer, or payment provider.
6. Shipping and Delivery Costs
Where a refund is approved, the treatment of shipping, delivery, collection, transportation, or other related costs will depend on the reason for the refund and applicable law.
Additional transportation costs caused by a customer-provided incorrect delivery address or a failed delivery may be charged where permitted by law.
7. Used Trailers
Used trailers are sold according to the condition, specifications, photographs, and information provided on the product page.
Normal wear and tear, age-related characteristics, and defects or imperfections that were clearly disclosed before purchase are not considered undisclosed defects.
This does not limit any mandatory statutory consumer rights.
8. Statutory Consumer Rights
This policy does not limit, exclude, or replace any mandatory rights that consumers may have under applicable German or European Union consumer protection laws.
Where statutory rights provide a customer with a right to cancel, return, repair, replacement, price reduction, or refund, those rights will apply.
9. How to Request a Refund or Return
To request a cancellation, return, or refund, please contact us using the information below.
Please include your:
- Full name
- Order number
- Trailer purchased
- Reason for the request
- Relevant photographs or supporting information, if applicable
Do not ship or transport a trailer back to us without receiving instructions from Castle Hill Trailers first.
10. Contact Information
Castle Hill Trailers
Phone: +49 176 42554916
Email: contact@castlehilltrailers.com