Refunds and Returns Policy

At J Mobile Home Movers (Jensen Mobile Home Movers), we aim to handle cancellations, returns, refunds, delivery concerns, and service-related issues fairly and transparently.

This policy applies to eligible products purchased through our website, including manufactured homes, tiny homes, shipping containers, container structures, and related products, as well as mobile home moving, transportation, leveling, anchoring, and setup services.

Different procedures apply to physical product purchases and scheduled moving services. Your written order, sales agreement, or service contract may contain additional terms, subject to applicable consumer laws.

1. How to Request a Product Return or Refund

To help customers understand exactly how the return process works, we use the following procedure for eligible product orders.

2. Return Eligibility and Timeframes

Customers should inspect products promptly after delivery and notify us of any damage, defect, incorrect item, or missing component as soon as reasonably possible.

For eligible standard products, requests for discretionary returns may be submitted within 14 calendar days after delivery, subject to the product's condition, written sales terms, and return eligibility.

A request submitted within 14 days does not automatically guarantee acceptance of a change-of-mind return, particularly for oversized freight products, custom-built units, or products already installed.

The 14-day discretionary return period does not limit any rights available under applicable law for damaged, defective, unsafe, or misdescribed goods.

3. Damaged, Defective, or Incorrect Products

If your order arrives materially damaged, defective, incomplete, or substantially different from its advertised description, please contact us promptly.

Depending on the circumstances and applicable law, the available resolution may include:

• Repair of the affected product or component.
• Replacement with the correct or equivalent product.
• Replacement of missing or defective components.
• A partial refund where appropriate.
• A full refund where appropriate or legally required.

Where an error is attributable to our company, responsibility for reasonable return or replacement transportation costs will be handled according to the circumstances and applicable law.

4. Return Shipping and Transportation Costs

Return transportation requirements depend on the product's size, location, condition, and reason for return.

Defective or Incorrect Products

Where a return is necessary because of a verified defect, incorrect item, or seller error, reasonable return transportation costs will be handled in accordance with applicable law and the agreed resolution.

Change-of-Mind Returns

If we agree to accept a discretionary change-of-mind return, the customer may be responsible for return freight, handling, or other disclosed costs, unless otherwise agreed in writing or required by law.

Do not arrange independent freight transportation without written return instructions. Oversized products may require specialized carriers and equipment.

5. Manufactured Homes and Tiny Homes

Manufactured homes, tiny homes, modular structures, and other large residential units may require special transportation, site access, installation, permits, or foundation preparation.

Before purchase, customers should confirm property suitability, local zoning requirements, delivery access, utility connections, and installation requirements.

Customizations, completed installation work, and transportation already performed may affect discretionary cancellation or return eligibility. These limitations do not remove statutory rights relating to defective or misdescribed goods.

6. Shipping Containers and Custom Structures

Shipping containers, container homes, concession kiosks, modified containers, and similar freight products may require specialized return arrangements.

Used Shipping Containers

Used containers may display cosmetic wear consistent with their advertised condition or grade, including minor dents, scratches, surface rust, or signs of prior use.

Cosmetic characteristics accurately disclosed before purchase are not automatically considered defects. Material defects or differences from the advertised condition may still qualify for a remedy.

Custom or Modified Containers

Containers modified specifically for a customer's order may not qualify for discretionary change-of-mind returns after customization has begun.

This does not restrict remedies required by law for defective, damaged, or incorrectly supplied goods.

7. Mobile Home Moving and Setup Services

Mobile home relocation requires specialized equipment, crew scheduling, pre-move inspections, route planning, permits, and transportation preparation. Service cancellations are therefore handled separately from physical product returns.

Cancellation More Than 7 Days Before a Move

Where the signed service agreement permits cancellation, a payment may be refunded less any applicable disclosed processing charges and documented non-recoverable expenses already incurred, subject to applicable law.

Cancellation Within 7 Days of a Move

Cancellation close to the scheduled service date may result in non-refundable committed expenses, including equipment reservations, permits, labor scheduling, route preparation, and mobilization. The specific terms of the signed moving agreement apply.

After Work Has Started

Amounts covering services already performed may be non-refundable, subject to the service agreement and applicable law. Any unperformed portion of the contracted work will be reviewed based on the circumstances.

When We Cannot Perform the Service

If J Mobile Home Movers is unable to perform the agreed moving service, any refund due under the signed agreement will be processed according to its terms and applicable law.

8. Rescheduling Moving Services

Customers should contact us as early as possible if a scheduled move must be changed.

Rescheduling requests are subject to crew availability, equipment scheduling, permits, and site conditions. Any applicable rescheduling fee or additional expense must be consistent with the customer's written service agreement.

9. Service Quality Concerns

If you believe a moving, leveling, anchoring, transportation, or setup service was not completed according to the agreed scope of work, please contact our team with the details of your concern.

After reviewing the matter, an appropriate resolution may include corrective work, re-performance of affected services, a partial refund, or another remedy depending on the circumstances and applicable law.

10. International Orders and Australia

International orders may involve customs clearance, import duties, GST, port charges, inspections, quarantine requirements, and international freight arrangements.

Any applicable import charges and responsibility for those charges should be confirmed in the written purchase or shipping agreement.

Australian Consumer Rights

Where Australian Consumer Law applies, customers retain all consumer guarantees and remedies that cannot lawfully be excluded, restricted, or modified.

This policy does not remove rights relating to faulty, unsafe, misdescribed, or incorrectly supplied products under applicable Australian law.

International Returns

Customers must contact our support team before returning an internationally shipped product. Return instructions, freight arrangements, customs documentation, and responsibility for transportation costs will be provided according to the claim and applicable law.

11. Refund Processing

Once a refund is approved, it will generally be processed within 7–10 business days. Your bank or payment provider may require additional time for the funds to appear.

Approved refunds will generally be returned using the original payment method where reasonably possible. If that method is unavailable, our team will discuss an appropriate alternative with the customer.

Refund processing begins after approval, not automatically on the date a request is submitted.

12. Non-Refundable Expenses

Where permitted by the applicable agreement and law, certain expenses already incurred may not be refundable. These may include:

• Government permit fees already paid.
• Completed moving or setup services.
• Documented equipment mobilization expenses.
• Custom modifications already completed.
• Non-recoverable transportation expenses.
• Disclosed costs resulting from customer-requested changes.

These provisions do not override any consumer rights or remedies that cannot legally be excluded.

13. Lost or Delayed Deliveries

Delivery delays may arise from weather, road closures, permitting, customs, carrier disruptions, or other circumstances outside our reasonable control.

If a shipment is delayed, contact us so we can review its status and available options. If a shipment is confirmed lost, we will investigate and determine an appropriate resolution consistent with the sales agreement and applicable law.

14. Payment Obligations

This policy does not replace the payment terms of a signed sales agreement, financing agreement, moving contract, or invoice.

Any cancellation charges, payment obligations, or available remedies remain subject to applicable consumer law.

15. Contact Information

This policy is intended to provide clear customer instructions and does not limit rights or remedies available under applicable law.