REFUND/CANCELLATION POLICY
**1. General Policy**
We are committed to ensuring customer satisfaction with our heavy equipment sales and services. However, due to the nature of heavy equipment transactions, we have specific policies in place for refunds and cancellations, outlined below.
**2. Eligibility for Refunds**
- **Equipment Purchases:** Refunds for heavy equipment are available within 5 days of purchase, provided the equipment is returned in its original, unused condition. The customer is responsible for all return shipping costs, and a restocking fee of 15% may apply.
- **Custom Orders:** Custom-ordered or specially modified equipment is non-refundable due to the unique specifications tailored to the customer’s needs. Please ensure all specifications are correct before placing a custom order.
- **Parts and Accessories:** Refunds for parts and accessories are available within 5 days of purchase, provided they are returned unused and in their original packaging.
- **Rental Equipment:** Refunds for rental equipment are not available once the rental period has commenced. If the rental period is canceled before the equipment has been delivered, a full refund will be issued, minus a 20% processing fee.
**3. Cancellation Policy**
- **Equipment Orders:** Cancellations for equipment orders are accepted within 72 hours of placing the order, provided the order has not yet been shipped or manufacturing has not begun. Once the equipment has been shipped or manufacturing has started, cancellations are not permitted, and the order is subject to the return policy outlined above.
- **Rental Agreements:** Cancellations of rental agreements must be made at least 3 days before the scheduled delivery date. Late cancellations may incur a penalty of 15% of the total rental cost.
**4. Process for Refunds and Cancellations**
- **Refund Requests:** To request a refund, contact our customer service department at support@vancouvermachinery.com with your order number, receipt, and reason for the refund. Approved refunds will be processed within 7 business days, minus any applicable fees.
- **Cancellation Requests:** To cancel an order, service, or rental agreement, please contact us at support@vancouvermachinery.com as soon as possible. If the cancellation request is made within the eligible timeframe, we will confirm the cancellation and issue a refund if applicable.
**5. Non-Refundable Items**
The following items are non-refundable:
- Custom-ordered or specially modified equipment
- Used equipment sold "as-is"
- Equipment that has been operated or shows signs of wear
- Non-returnable parts and accessories
**6. Inspection and Return Conditions**
All returned equipment and parts will be inspected upon receipt. Items must be in original condition, free from any signs of wear, damage, or use. Refunds may be denied if the inspection reveals that the returned item does not meet these conditions.
**7. Changes to the Policy**
We reserve the right to update or modify this Refund and Cancellation Policy at any time. Any changes will be effective immediately upon posting to our website.
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