Returns and claims

Two different routes

It is advisable not to confuse them. Withdrawal is an unconditional right for fourteen days: no reason is necessary. The warranty covers product defects for three years, and has no reflection period.

If what you want is to return a vehicle that simply does not convince you, consult the "Right of withdrawal" page.

Legal guarantee of conformity

The goods are covered for three years from delivery by the legal guarantee in accordance with articles 114 et seq. of the TRLGDCU, in its wording given by Law 4/2022.

During the first two years, it is presumed that the lack of conformity already existed at the time of delivery, without you having to prove it. Afterwards, the proof is up to you, although in practice a manufacturing defect in a chassis or an axle is recognizable by itself.

The action prescribes five years from when the lack of conformity manifests itself.

What we cover without discussion

The chassis, axle, suspension and braking system are covered by the warranty without the fine print that usually excludes them as "normal wear."

Logically, consumables are excluded: tires, light bulbs, brake pads and suspension rubber subjected to intensive use, as well as damage resulting from an accident, overload or lack of maintenance.

Used units

Pre-owned are sold with a two-year warranty in identical conditions. It is more than what the standard requires for second-hand goods, where the term can be reduced to up to one year by agreement between the parties. We don't reduce it.

How to claim

Write to us by WhatsApp at +34 612 553 303 or by email at contacto@remolquecaballos.com indicating the order number, chassis number and a description of the problem. Some photographs help a lot.

We respond within a maximum of two business days with a solution: repair in our workshop, replacement of the part or collection of the vehicle, depending on the case. The choice between repair and replacement is yours, unless the option chosen is objectively disproportionate.

Repair

We have our own workshop in 07520 Petra (Balearic Islands). When warranty repair requires immobilizing the vehicle, we organize and cover round-trip transportation.

During the repair, the warranty period is suspended and resumes upon delivery of the repaired vehicle.

If we don't reach an agreement

You can go to the Consumer Arbitration Board of your autonomous community or to the European online dispute resolution platform: https://ec.europa.eu/consumers/odr.

We much prefer to resolve it over the phone.