We adhere to strict quality control measures. Should you encounter any issues after receiving your item, please email our customer service team at frank@cbtcar.com.
Return Shipping Arrangements
As vehicles are large commodity items, arrangements for return/exchange (including pickup, cross-border logistics, etc.) must be negotiated separately between both parties, with the responsible party bearing all associated costs and procedures. We will determine whether to reimburse the shipping fees based on the reason for the return: Our Responsibility: If the return is due to our error (e.g., vehicle severely mismatches the description, major undisclosed defects), we will cover the agreed return shipping fees. Your Responsibility: If the return is due to customer reasons, you will be responsible for all return shipping and related procedural costs.
Reasons for Return
The vehicle’s actual condition severely mismatches its description.
Wrong vehicle or configuration delivered.
Incorrect or Damaged Vehicles
If you receive an incorrect vehicle or one with damage that existed prior to delivery and was not disclosed, please take clear photos or videos and contact our customer service immediately. We will negotiate a solution based on the specific situation, such as replacing the vehicle or providing a refund.
Return Address
Vehicle returns involve cross-border transportation. The specific return location and method must be separately agreed upon in a return agreement.
Return Requirements
Approval Required: Customers must obtain approval from our customer service team and sign a written agreement before arranging the vehicle return.
Quality Issues or Incorrect Delivery: Customers should take photos/videos of the problem and contact customer service to negotiate the subsequent handling plan and return arrangements.
Return Process
Contact Customer Service: If you wish to return a vehicle due to a qualifying issue, please contact our customer service, providing your:
Order/Contract number
Vehicle Identification Number (VIN)
Reason for return and evidence
Response Time: Our customer service team will respond to your request within 24 hours (on business days).
Return the Vehicle: According to the mutually agreed return agreement, arrange vehicle transportation. The customer must provide complete shipping documents and proof of the vehicle’s condition prior to shipment.
Refund or Exchange: Once we receive and inspect the returned vehicle at the designated location, we will email you and arrange for a refund or exchange as per the agreement.
Refund Policy
Order Cancellation: Once the sales contract is signed and the vehicle has been handed over to logistics or has shipped, we generally do not accept any cancellation, return, or refund requests without a valid, qualifying reason.
Lost Shipments: If a vehicle is lost or totaled in transit, it will be covered by the purchased transport insurance. We will assist you in filing a claim according to the insurance policy.
Refund Processing Time: Please note that refund processing can take up to 15 business days to reflect in your account due to varying processing times between payment providers.