Refund policy

Refund Policy

Effective Date: 14 November 2025

At A & R Willis Catering Trailers Ltd., we take pride in delivering bespoke, hand-built catering trailers and container conversions to the highest standards. Due to the custom nature of our builds, our refund policy reflects the significant investment of time, materials, and craftsmanship that goes into each project.

Deposit Refunds

Before Build Commencement:

  • Deposits may be refunded if requested before fabrication work has begun on your unit
  • A £100 administration fee will be deducted from the refund amount to cover processing costs
  • Refund requests must be submitted in writing

After Build Commencement:

  • Once fabrication has started on your custom build, deposits are non-refundable
  • This is due to materials being ordered, workshop time allocated, and bespoke components being manufactured specifically for your project

Post-Delivery Support

Warranty Coverage: If you experience any issues after delivery, please contact us immediately. We're here to help.

Our warranty covers:

  • Trailers: 24-month back-to-base warranty on design, workmanship, construction, and materials
  • Equipment: 12-month manufacturer's warranty (subject to supplier terms)

What's not covered:

  • Customer-supplied equipment
  • Normal wear and tear
  • Damage caused by misuse or lack of maintenance
  • Issues arising from improper operation

How to make a warranty claim:

  1. Contact us within 24 hours of discovering the issue
  2. Provide photos and a detailed description
  3. We'll assess and respond within 24 hours
  4. Approved repairs/replacements will be completed at our Hertfordshire workshop
  5. Return transport is at the customer's expense

Payment Terms Reminder

Our standard payment structure:

  • 25% deposit (secures your build slot)
  • 25% mid-build payment
  • 50% balance before collection/delivery

Questions?

We understand that investing in a custom catering unit is a significant decision. If you have questions about our refund policy, payment terms, or warranty coverage, please contact us before placing your deposit.

Contact:

This policy applies to all orders placed after 14 November 2025. A & R Willis Catering Trailers Ltd. reserves the right to update this policy at any time. The version in effect at the time of your deposit will apply to your order.