Return & Refund Policy

Effective Date: September 9, 2026

At TOUGH, we are committed to providing reliable excavators and attachments that meet our customers' expectations. We understand that circumstances may arise where a return, replacement, or refund is necessary.

This Return & Refund Policy explains the conditions and procedures for returning our excavators, attachments, spare parts, and related products.

1. Return Eligibility

Customers may request a return in the following circumstances:

• The product arrives damaged due to transportation.

• The product has a confirmed manufacturing or material defect.

• The product received is significantly different from the product specifications confirmed in the order.

• The wrong product or incorrect configuration was shipped by TOUGH.

• Other return circumstances are approved by TOUGH in writing.

Because excavators and related machinery are large and specialized products, all return requests must be reviewed and approved by our customer service team before the product is returned.

2. Inspection Upon Delivery

Customers are strongly advised to inspect the machine and its packaging immediately upon delivery.

If you notice visible damage, such as:

• Damaged or deformed components

• Hydraulic oil leakage

• Broken or damaged attachments

• Damaged protective packaging

• Serious scratches, dents, or other transportation damage

please take clear photos and/or videos of the product and packaging and contact us as soon as possible.

For transportation damage, customers should also notify the shipping carrier when required and retain all relevant transportation documents.

3. Quality Issues and Manufacturing Defects

If a product has a confirmed manufacturing defect or material defect under normal use, TOUGH will evaluate the issue and may provide one or more of the following solutions:

• Replacement of defective parts

• Supply of spare parts

• Technical support or troubleshooting

• Repair assistance

• Partial refund

• Product replacement

• Full refund, where appropriate

The specific solution will depend on the nature and severity of the problem.

Normal wear and tear, improper operation, unauthorized modification, accidents, or damage caused by improper maintenance are not considered manufacturing defects.

4. Non-Quality Returns

Because excavators and attachments are large, heavy, and specially configured products, returns due to reasons unrelated to product quality may be subject to additional conditions.

Examples include:

• Change of mind

• Incorrect purchase decision

• Customer no longer needs the product

• Customer ordered the wrong configuration

• Failure to confirm site conditions or machine requirements before ordering

Any non-quality return must receive written approval from TOUGH before shipment.

The customer may be responsible for applicable return shipping, handling, inspection, restocking, customs, and other reasonable costs associated with the return.

5. Customized and OEM/ODM Products

Customized, modified, private-label, OEM, and ODM products are manufactured according to specifications confirmed by the customer.

Once production has started, such orders generally cannot be cancelled or returned due to a change of mind or change in customer requirements.

If a customized product has a confirmed manufacturing defect or does not conform to the specifications agreed upon in the order, TOUGH will work with the customer to provide an appropriate solution.

6. Return Timeframe

For standard products, customers should contact TOUGH regarding a return or product issue within 14 days of delivery.

For transportation damage, customers should notify us as soon as possible after receiving the product, preferably within 48 hours.

Warranty claims and confirmed manufacturing defects may be handled separately under the applicable product warranty terms.

Late requests may still be reviewed depending on the circumstances, but approval is not guaranteed.

7. Return Conditions

To qualify for an approved return, the product should, where reasonably possible:

• Be in its original condition

• Not have been unnecessarily used or modified

• Include all applicable accessories and components

• Include relevant documentation

• Be properly prepared for transportation

For machinery that has already been operated, used, modified, dismantled, or installed, TOUGH may require an inspection before approving a return.

Due to the nature of heavy machinery, certain products may not be eligible for return once they have been substantially used.

8. Return Shipping

If the return is caused by a confirmed TOUGH manufacturing defect, incorrect shipment, or other issue for which TOUGH is responsible, TOUGH will determine the appropriate shipping arrangement and may cover reasonable return transportation costs.

If the return is requested for reasons unrelated to product quality, the customer may be responsible for return transportation and associated costs.

Shipping costs are non-refundable unless otherwise agreed in writing.

9. Refunds

Once an approved return has been received and inspected, TOUGH will confirm whether the product qualifies for a refund.

Approved refunds will generally be processed using the original payment method.

Depending on the payment provider or financial institution, it may take several business days for the refunded amount to appear in the customer's account.

For partial refunds, the amount will be determined based on the confirmed issue, product condition, and applicable circumstances.

10. Order Cancellation

For standard products that have not entered production or shipment, customers may request cancellation by contacting TOUGH as soon as possible.

For products that have already entered production, been customized, or been shipped, cancellation may be subject to production, customization, shipping, and other costs.

Any cancellation must be confirmed by TOUGH in writing.

11. Warranty and Technical Support

A product issue does not automatically require the product to be returned.

In many cases, our technical support team may be able to diagnose and resolve the issue by:

• Providing operating guidance

• Supplying replacement parts

• Providing technical instructions

• Assisting with troubleshooting

• Arranging appropriate repair solutions

We aim to resolve product issues efficiently while minimizing unnecessary transportation and downtime for our customers.

12. How to Request a Return or Refund

To request a return, replacement, or refund, please contact our customer service team and provide:

• Order number

• Product model

• Customer name and contact information

• Description of the issue

• Photos and/or videos of the product when applicable

• Photos of packaging and shipping damage when applicable

• Relevant shipping or delivery information

Our team will review the request and provide further instructions.

Please do not ship any product back to us without receiving written return authorization from TOUGH.

13. Important Notice

Due to the size, weight, value, and specialized nature of excavators and heavy equipment, return and refund arrangements may vary depending on the product, destination, shipping method, order configuration, and reason for return.

This policy applies together with the applicable order confirmation, sales agreement, warranty terms, and other written agreements between TOUGH and the customer.

In the event of any conflict between this policy and a specific written sales agreement, the specific written agreement will prevail.

14. Contact Us

If you have any questions regarding returns, refunds, warranty claims, or product issues, please contact our customer service team.

TOUGH International Trading Co.,Ltd.

Email: [toughcn@gmail.com]

Phone/WhatsApp: [0086-13682614486，（537)7171789]

We are committed to providing professional support and practical solutions throughout the entire customer journey—from order confirmation and delivery to operation and after-sales service.