Refund Policy

At efss-ffls USA ("efss-ffls," "we," "us," or "our"), we strive to ensure complete satisfaction with every purchase. We understand that purchasing a truck is a significant investment, and we are committed to providing fair and transparent refund and return policies. This Refund Policy outlines the terms and conditions for returns, cancellations, and refunds for purchases made through our website efss-ffls.com (the "Site") or directly with our sales team.

1. Order Cancellation

1.1 Pre-Delivery Cancellations

If you wish to cancel your order before the delivery process has begun:

• Standard Stock Vehicles: Orders for standard, non-customized trucks may be canceled within 48 hours of order confirmation for a full refund of any deposit or payment made.
• Custom-Configured Vehicles: For custom-configured trucks, cancellations made within 72 hours of order confirmation will receive a full refund. After this period but before production has begun, cancellations will be subject to a 5% administrative fee.
• Vehicles in Production: Once your custom truck has entered production, cancellations will be subject to a fee of 15% of the total purchase price to cover costs incurred.

1.2 Cancellation Procedure

To cancel an order, you must contact your efss-ffls sales representative directly or send a written cancellation notice to orders@efss-ffls.com. Your notice must include your name, order number, and a clear statement of your intention to cancel the purchase.

We will acknowledge receipt of your cancellation request within one business day and process it according to the terms above. Refunds for canceled orders will be issued using the same payment method used for the purchase and will typically be processed within 5-10 business days.

2. Returns and Refunds After Delivery

2.1 Inspection Period

Upon delivery of your truck, you are granted a 24-hour inspection period to examine the vehicle and ensure it meets your expectations and matches the specifications in your order. Any discrepancies, damages, or concerns must be reported to efss-ffls within this period by contacting your sales representative or our customer service team at support@efss-ffls.com or +1 (831) 273-3276.

2.2 Returns Due to Substantial Defects

If your truck has substantial manufacturing defects that cannot be reasonably repaired or that would significantly affect the vehicle's value, safety, or performance, you may be eligible for a return and refund under the following conditions:

• The defect must be reported within the 24-hour inspection period or, for defects that could not reasonably be discovered during this period, within 7 days of delivery.
• The defect must be verified by a efss-ffls technician or an authorized service center.
• The vehicle must not have been modified, altered, or damaged by the customer.
• The vehicle must have been operated in accordance with the owner's manual and not subjected to misuse.

If a return is approved for substantial defects, we will either:

• Replace the vehicle with an identical or comparable model, or
• Issue a full refund of the purchase price, excluding any delivery or documentation fees.

2.3 Customer Remorse Returns

Due to the customized nature of our vehicles and the significant resources involved in the sales process, we generally do not accept returns based solely on customer remorse or change of mind. However, in exceptional circumstances, efss-ffls may consider such returns on a case-by-case basis, subject to the following conditions:

• The request must be made within 3 days of delivery.
• The vehicle must be in new condition with no damage, modifications, or excessive mileage (less than 100 miles beyond delivery mileage).
• A restocking fee of 20% of the purchase price will apply.
• The customer is responsible for all return transportation costs.

Approval of customer remorse returns is at the sole discretion of efss-ffls management and is not guaranteed.

3. Warranty Claims

Our trucks are covered by manufacturer warranties as detailed in your purchase documentation. Warranty claims are handled separately from this Refund Policy. Please refer to your warranty documentation for information on covered repairs and how to file a warranty claim.

Warranty-related inquiries should be directed to our service department at warranty@efss-ffls.com or +1 (831) 273-3277.

4. Financing Cancellations

If you have financed your truck purchase through efss-ffls' partner lenders and wish to cancel the purchase:

• Cancellations before funding: If the financing has not yet been funded, you may cancel according to the Pre-Delivery Cancellation terms in Section 1.
• Cancellations after funding: If the financing has been funded and the truck delivered, the cancellation will be treated as a return under Section 2. Additionally, you will be responsible for any fees charged by the financing institution.

You must contact both efss-ffls and your financing institution to process a cancellation of a financed purchase.

5. Deposit Refunds for Custom Orders

For custom-ordered trucks that require a deposit:

• Refundable Portion: 80% of your deposit is refundable if you cancel before the production process begins.
• Non-refundable Portion: 20% of your deposit is non-refundable to cover administrative costs, design work, and order processing.
• After Production Start: Once production of your custom truck has begun, the entire deposit becomes non-refundable.

6. Refund Processing

6.1 Payment Method

Refunds will be issued using the same payment method used for the original purchase:

• Credit/debit card payments will be refunded to the original card.
• Bank transfers will be refunded via bank transfer to the originating account.
• Cash payments will be refunded by company check.
• Financed purchases will be refunded in coordination with the financing institution.

6.2 Processing Time

Refunds are typically processed within 5-10 business days after approval. However, the time it takes for the refund to appear in your account depends on your payment provider and may take an additional 3-10 business days.

7. Exceptions and Special Circumstances

7.1 Demonstration Vehicles

Vehicles purchased as demonstrations or with disclosed minor imperfections are sold "as is" and are not eligible for returns unless they differ substantially from their described condition.

7.2 Commercial Fleet Orders

Commercial fleet orders may be subject to different terms, which will be outlined in the fleet purchase agreement.

7.3 Promotional or Discounted Purchases

Vehicles purchased during promotional periods or with special discounts may be subject to modified return conditions, which will be clearly communicated at the time of purchase.

8. Limitation of Remedies

The remedies outlined in this policy (repair, replacement, or refund) are your exclusive remedies for any issues with your purchase. efss-ffls shall not be liable for any incidental or consequential damages arising from problems with the vehicle.

9. Amendments to this Policy

efss-ffls reserves the right to amend this Refund Policy at any time. Any changes will be effective immediately upon posting on our website. The policy that was in effect at the time of your purchase will apply to that transaction.

Last updated: May 15, 2024