REFUND & RETURN POLICY

 

Website: https://www.shenbaispv.com

Company: Hubei Shenbai Automobile Group Co., Ltd.

Last Updated: July 2026

 

 

1. Nature of Our Products

 

Shenbai manufactures heavy-duty special vehicles including truck-mounted cranes, aerial work platforms, wreckers, tanker trucks, and other customized commercial vehicles. Each unit is:

 

• Built to order based on the Buyer's specific chassis, boom capacity, tonnage, color, and destination-country compliance requirements;

• High-value industrial equipment, not a consumer product;

• Non-returnable in the sense of standard e-commerce return policies (14-day or 30-day return does not apply).

 

By placing an order, Buyer acknowledges that our products are customized industrial goods and agrees to the specific refund/return terms below.

 

 

2. Order Cancellation

 

Refund of deposit upon Buyer-initiated cancellation:

 

 

Cancellation must be submitted in writing (email or letterhead). Verbal cancellation is not accepted.

 

 

3. No Return for Delivered Units

 

Once the goods have been:

 

• Loaded onto the vessel/truck at the port of loading (under FOB/CIF), OR

• Delivered to the Buyer's designated location (under DDP/CIP)

 

Shenbai does not accept return of the physical unit, except in cases of proven manufacturing defects handled under the Warranty (see Section 5 below).

 

Reason: cross-border return shipping of a 5-30 ton commercial vehicle is commercially unreasonable, and the vehicle after use cannot be resold as new.

 

 

4. Damage or Shortage on Arrival

 

If the Buyer discovers damage or missing accessories upon container unloading:

 

1. Photograph damaged container seal, packaging, and affected parts BEFORE moving the unit;

2. Notify Shenbai in writing within 7 calendar days of B/L arrival date with photos, videos, packing list, and B/L copy;

3. Do not sign a clean receipt with the shipping line if damage is visible — mark the delivery note with the damage description;

4. Shenbai will investigate and, depending on cause:

◦ Manufacturing/packing defect → Shenbai bears the cost of replacement parts (ex-works China);

◦ Shipping damage → Buyer files marine insurance claim (Shenbai provides supporting documents);

◦ Buyer's mishandling during unloading → Buyer's responsibility.

 

 

5. Warranty Claims (Post-Delivery Defects)

 

For defects discovered during normal use within the warranty period (12 months from B/L or 25,000 kilometers, whichever first; 12 months or 1,500 operating hours for Aerial Work Platforms and Concrete Pump Trucks), refer to Terms of Service Section 7 – Warranty.

 

Refund is generally not applicable; remedy is limited to free replacement of defective parts, ex-works China. Overseas freight, customs, and labor are borne by Buyer unless separately agreed in writing.

 

 

6. Refund Method & Timeline

 

Approved refunds are processed as follows:

 

• Method: T/T bank transfer to the Buyer's originating account, or offset against the next order (Buyer's option);

• Currency: Same currency as the original payment (USD or as per PI);

• Timeline: Within 15 business days after Shenbai issues written approval of the refund;

• Bank Charges: Both parties bear their own bank charges. Refund amount is calculated net of Shenbai's Chinese bank outward remittance fee.

 

 

7. Non-Refundable Items

 

The following are always non-refundable under any circumstance:

 

• Freight, insurance, customs duties, and any third-party costs already paid;

• Non-standard/customized components (e.g., special color, special boom length, buyer-specified brand chassis);

• Bank charges, exchange loss, and taxes;

• Any partial payment made against buyer-initiated design changes.

 

 

8. Dispute Resolution

 

Any dispute regarding refund shall be resolved as per Terms of Service Section 11 — friendly consultation first, then CIETAC arbitration in Beijing.

 

 

9. Contact for Refund/Return Requests

 

All requests must be submitted in writing to:

 

Hubei Shenbai Automobile Group Co., Ltd.

Attn: Sales Manager / After-Sales Department

Tel/WhatsApp: +86 13316988299

Email: [After-Sales Email] iris@shenbaispv.com

Website: https://www.shenbaispv.com

 

 

Please include: PI number, chassis/VIN number, B/L number, description of issue, photos/videos, and requested resolution.