Refund policy

LLAMA Truck Order Cancellation, Return, Replacement & Refund Policy

Effective Date: October 13, 2026

At LLAMA Truck, we want you to understand your options when placing an order, receiving a product, or requesting a return. Please review this policy carefully before purchasing.

This policy applies to purchases made through LLAMA Truck's official website and other authorized sales channels, unless different written terms apply to your order.

1. Order Cancellation

1.1 Standard Orders Before Shipment

Standard orders may be canceled before shipment at no cancellation charge. Please contact us as soon as possible with your order number.

Once an order has shipped, it can no longer be canceled as a pre-shipment order. Any request to stop delivery or return a shipped order will be reviewed under the applicable shipping and return terms below.

1.2 Orders That Have Shipped but Have Not Been Delivered

If you request cancellation after shipment but before delivery, LLAMA Truck may review the request based on the shipment's status and whether the carrier can intercept or return the shipment.

You may be responsible for applicable shipping, interception, return-to-origin, storage, or other carrier charges actually incurred. Any applicable charges will be disclosed before the cancellation is finalized whenever reasonably practicable.

Refusing delivery does not automatically cancel an order or qualify it for a full refund.

1.3 Custom Orders

Custom orders include vehicles with personalized colors, logos, branding, or other approved custom configurations.

Once you have given final approval and customization production has begun, the order cannot be canceled or changed, except where required by applicable law or otherwise approved by LLAMA Truck in writing.

2. Order Modifications

2.1 Before Shipment

Requests to change a standard order's model, color, accessories, or delivery details may be accommodated before shipment, subject to inventory availability and order status.

Changes are not guaranteed until confirmed by LLAMA Truck.

2.2 After Shipment

Once an order has shipped, changes to the product configuration or delivery details may no longer be possible. Additional carrier charges may apply if a delivery change is approved.

2.3 Customization Approval

Our team will contact customers who purchase custom vehicles to confirm the customization details and collect any required logo or design files.

Production begins after final approval. Once production has begun, customization details generally cannot be changed or canceled.

Custom orders typically require an additional 2–4 weeks beyond standard delivery timelines. Actual timing may vary depending on the customization and production schedule.

3. Damaged, Defective, or Incorrect Products

Please inspect your delivery as soon as reasonably possible.

If your product arrives damaged, appears defective, or does not match your order, contact LLAMA Truck and provide your order number, a description of the issue, and clear photos or videos when available.

Where practical, please report visible shipping damage within 48 hours of delivery so we can promptly investigate and coordinate with the carrier. This requested reporting period does not waive any rights you may have under applicable law.

Depending on the issue and the applicable warranty and legal requirements, LLAMA Truck may offer troubleshooting, replacement parts, repair, replacement of the product, or an authorized return and refund.

Please do not arrange an independent repair, dispose of the product, or ship it back without our instructions unless required by applicable law. Unauthorized repairs or returns may complicate the investigation and resolution process.

4. 30-Day Free Returns

LLAMA Truck offers a 30-day return window from the date of delivery for eligible products. You must contact us and submit your return request within 30 days of delivery. All returns require written authorization before the product is shipped or collected.

Important clarification: The “30-Day Free Returns” offer applies to qualifying quality-related returns where LLAMA Truck covers authorized return transportation as applicable. Non-quality returns, including returns due to personal preference, may involve transportation fees and other disclosed deductions as described below.

4.1 Quality-Related Returns Within 30 Days

If a product has a verified manufacturing defect, qualifying shipping damage, or an incorrect shipment, LLAMA Truck will review the claim and determine an appropriate resolution under this policy, the applicable warranty, and relevant law.

Where a return is approved for a qualifying quality-related issue, LLAMA Truck will cover authorized return transportation costs as applicable. We will explain the return procedure and any necessary inspection or documentation before the return proceeds.

No non-quality depreciation or restocking deduction will automatically be applied to a qualifying quality-related return. Any adjustment must be consistent with the applicable warranty, policy, and law.

4.2 Non-Quality Returns Within 30 Days

If you request a return for personal preference, a change of mind, or another reason unrelated to a qualifying product defect or fulfillment error, the following terms apply to eligible returns approved within 30 days of delivery:

Complete vehicles

  • LLAMA Truck will arrange pickup from the customer's location after approving the return.

  • A $1,500 vehicle return transportation fee applies.

Parts and accessories

  • The customer is responsible for the actual return shipping cost, based on the carrier and shipping method used.

Custom vehicles

  • A fixed $2,500 deduction applies to an approved non-quality return.

  • The $1,500 vehicle return transportation fee also applies to complete custom vehicles.

  • The $2,500 deduction includes customization-related costs and specified shipping costs covered by that deduction. Those same costs will not be charged again separately.

The additional 20% depreciation or restocking deduction described for certain approved returns after 30 days does not apply to eligible non-quality returns submitted within the initial 30-day period.

All deductions and charges are subject to applicable law. LLAMA Truck will disclose the applicable fees and estimated refund amount in writing before proceeding with an approved return.

4.3 Return Condition Requirements

To qualify for a non-quality return, the product must generally be:

  • Unused and in its original condition.

  • Unmodified and free from damage caused after delivery.

  • Complete, including all included components, accessories, keys, chargers, manuals, and other supplied items.

  • Returned with its original packaging where available.

Products that have been used, modified, damaged, incompletely returned, or otherwise fail to meet the applicable conditions may be ineligible for a non-quality return. Exceptions may be considered where required by law or approved in writing by LLAMA Truck.

4.4 Refund Amount for Approved Returns

Refunds are calculated based on the eligible merchandise amount, less applicable disclosed deductions and charges.

Taxes, original shipping charges, payment processing fees, and other non-refundable charges may be excluded from a refund only to the extent permitted by applicable law and the terms applicable to the original transaction.

For custom vehicles, the $2,500 deduction and the applicable $1,500 vehicle return transportation fee are separate charges. Costs already included in the $2,500 deduction will not be charged twice.

LLAMA Truck will provide the applicable deductions and estimated refund amount before an approved return proceeds.

5. Returns Requested After 30 Days

5.1 Days 31–45

After the initial 30-day return window, non-quality returns are generally not accepted. LLAMA Truck may consider an exception on a case-by-case basis. Approval is not guaranteed.

For an approved non-quality return of a standard product after 30 days, the following may apply:

  • A depreciation or restocking deduction of at least 20% of the original order amount, subject to applicable law and the product's condition.

  • For a complete vehicle, a $1,500 vehicle return transportation fee.

  • For parts and accessories, the actual carrier return shipping cost.

The final deduction may depend on the product's condition, use, mileage where relevant, resale value, handling, and reconditioning requirements.

For an approved non-quality return of a custom vehicle after 30 days, the following may apply:

  • The fixed $2,500 custom-return deduction.

  • An additional depreciation or restocking deduction of at least 20% of the original order amount.

  • The applicable $1,500 vehicle return transportation fee for a complete vehicle.

The $2,500 deduction includes customization-related costs and specified shipping costs covered by that deduction. Those same costs will not be charged twice.

Before proceeding, LLAMA Truck will provide written disclosure of the proposed deductions, return transportation charges, and estimated refund amount. The customer must accept the proposed terms in writing. All charges remain subject to applicable law.

5.2 After 45 Days

After 45 days from delivery, returns for personal preference or other non-quality reasons are generally not accepted.

This restriction does not limit any applicable warranty rights, approved remedies for qualifying defects, or consumer rights that cannot lawfully be excluded. Requests outside the standard return window may be reviewed individually where appropriate.

6. Custom Vehicle Return Terms

Custom vehicles include vehicles with personalized colors, logos, branding, or other approved custom configurations.

Before production, customers are responsible for reviewing and approving their customization details. Once final approval has been given and production begins, the order generally cannot be canceled or changed, except as required by applicable law.

Custom vehicles typically require an additional 2–4 weeks beyond standard delivery timelines.

For approved custom-vehicle returns, the applicable terms depend on the reason for return and the date the request is submitted:

  • Qualifying quality-related returns: Reviewed under Section 4.1 and applicable warranty and legal requirements.

  • Approved non-quality returns within 30 days: A $2,500 fixed deduction plus the $1,500 vehicle return transportation fee applies to a complete vehicle.

  • Approved non-quality returns after 30 days: The $2,500 fixed deduction, an additional depreciation or restocking deduction of at least 20% of the original order amount, and the applicable vehicle return transportation fee may apply.

The $2,500 deduction includes customization-related costs and specified shipping costs covered by that deduction. These costs will not be charged twice. All deductions are subject to applicable law and will be disclosed in writing before the return proceeds.

7. Return Authorization, Shipping, and Packaging

7.1 Obtain Authorization First

All returns must be approved in writing by LLAMA Truck before shipment or pickup. To request authorization, contact our customer service team with your order number, reason for return, and supporting photos or videos where relevant.

We will provide return instructions and, where applicable, coordinate carrier pickup or provide the authorized return destination.

7.2 Complete Vehicles

Customers must not independently arrange return transportation for a complete vehicle unless LLAMA Truck has approved it in writing.

For approved non-quality vehicle returns, LLAMA Truck will arrange pickup and apply the applicable vehicle return transportation fee. For qualifying quality-related returns, authorized transportation costs will be handled in accordance with Section 4.1, the applicable warranty, and relevant law.

7.3 Parts and Accessories

For approved non-quality returns of parts and accessories, the customer is responsible for actual return shipping costs. For qualifying quality-related returns, LLAMA Truck will provide instructions and cover authorized transportation costs as applicable.

7.4 Product Condition and Risk

Customers should securely prepare the product for return according to LLAMA Truck's instructions. The customer remains responsible for damage caused by improper packaging or unauthorized transportation to the extent permitted by law.

LLAMA Truck may inspect returned products to verify their condition, completeness, and the reported issue before confirming the final refund or other resolution.

8. Refund Processing

Once an authorized return has been received and inspected, LLAMA Truck will generally initiate an approved refund within 5 business days after the return is confirmed.

Refunds are normally issued to the original payment method. The time required for the funds to appear in the customer's account depends on the bank, card issuer, financing provider, or payment service.

If an order was purchased using a discount, bundle offer, promotional gift, or third-party financing, the refund will be calculated in accordance with the original transaction terms and applicable provider requirements.

Any treatment of promotional gifts, bundled items, discounts, financing fees, or taxes will be disclosed where applicable and handled in accordance with relevant law.

9. Warranty and Other Remedies

This return policy does not replace the separate LLAMA Truck warranty terms.

Product issues reported outside the return window may still qualify for warranty service, replacement parts, repair, or other remedies depending on the issue, warranty coverage, and applicable law.

Please contact our customer service team for troubleshooting and warranty assistance before arranging repairs or shipping a product.

Nothing in this policy limits consumer rights or remedies that cannot lawfully be excluded or restricted.

10. Policy Scope and Applicable Law

This policy describes LLAMA Truck's standard order cancellation, return, replacement, and refund procedures. Individual orders may be subject to additional written terms, warranty provisions, financing-provider requirements, or applicable legal requirements.

If any provision of this policy conflicts with a consumer protection law that applies to the transaction, the applicable law will govern to the extent of the conflict.

LLAMA Truck reserves the right to update this policy. The version applicable to an order will be determined in accordance with applicable law and the terms communicated at the time of purchase.

11. Contact Us

For order cancellations, return requests, damaged deliveries, incorrect shipments, or refund questions, please contact us:

LLAMA Truck Customer Service

Email: sales@llamatruck.com

Phone: +1 (818) 617-6999

Please include your order number and a clear description of your request so our team can assist you efficiently.