At Jensen Mobile Home Movers, we stand behind the quality of our services and eligible products. We aim to handle refund, cancellation, return, and delivery concerns fairly and transparently.

This Refunds & Returns Policy applies to:

• Mobile home moving, setup, leveling, anchoring, transportation, and related services provided within approved service areas in the United States.
• Shipping container and eligible product purchases delivered within the United States or Australia.

Please read this policy carefully before booking a service or placing an order. Your rights may vary depending on your location.

1. Refunds for Mobile Home Moving & Setup Services

Mobile home moving requires specialized equipment, crew scheduling, site planning, inspections, permits, transportation preparation, and other advance costs. For this reason, service cancellations are handled differently from standard retail product returns.

1.1 Cancellations Before Work Begins

• More than 7 days before the scheduled move: The customer's down payment may be refunded minus a $250 processing fee and any non-refundable expenses already incurred.
• Within 7 days of the scheduled move: The down payment is generally non-refundable because equipment, crew, permits, scheduling, route planning, and other resources may already have been committed.
• After work has started: Payments covering work already performed are non-refundable. Any unperformed portion of the job may be reviewed separately based on work completed and expenses already incurred.

1.2 Rescheduling

• Customers may request one reschedule without an additional rescheduling fee when at least 48 hours' notice is provided.
• Additional rescheduling requests or changes made less than 48 hours before the scheduled service may result in a $150 rescheduling fee.
• Additional costs may also apply if new permits, additional mileage, equipment changes, or other expenses are required because of the reschedule.

1.3 Service Quality Concerns

If you believe a moving or setup service was not completed according to the agreed scope of work, please contact us as soon as reasonably possible and provide details of the concern.

After reviewing the matter, we may provide an appropriate remedy, which may include correcting or re-performing affected work, providing a partial refund, or another reasonable resolution depending on the circumstances.

2. Returns & Refunds for Shipping Containers and Products

The following terms apply to eligible shipping containers and products purchased through Jensen Mobile Home Movers for delivery within the United States or Australia.

2.1 Inspection Upon Delivery

Customers should inspect the delivered product as soon as reasonably possible upon arrival.

• Photograph any visible freight or product damage.
• Where applicable, note visible damage on the carrier's delivery receipt before accepting delivery.
• Retain shipping, freight, customs, and delivery documentation.
• Contact us promptly if the product appears damaged, incorrect, incomplete, or materially different from what was ordered.

Reporting an issue quickly helps us investigate the shipment and make any necessary freight claim. However, a reporting timeframe does not remove any consumer rights that cannot legally be excluded.

2.2 Damaged, Defective or Incorrect Products

If an eligible product arrives substantially damaged, materially defective, incorrectly supplied, or different from the product ordered, please contact us with photographs and supporting information.

Depending on the circumstances, the available remedy may include:

• Repair of the product.
• Replacement with an equivalent product.
• Exchange for the correct product.
• Partial refund where appropriate.
• Full refund where required or appropriate.

If the problem resulted from an error by Jensen Mobile Home Movers, reasonable replacement or return freight costs may be covered by us where required by applicable law.

2.3 Used Shipping Containers

Customers purchasing used shipping containers should expect reasonable cosmetic wear consistent with the container's advertised grade and condition.

Typical cosmetic conditions may include:

• Surface rust.
• Minor dents or dings.
• Scratches.
• Paint fading or discoloration.
• Previous shipping markings or repairs.

Normal cosmetic wear does not by itself qualify for a refund when it is consistent with the container's description, advertised condition, photographs, or grade.

2.4 Change of Mind

Because shipping containers and other large freight products involve substantial transportation, handling, loading, and delivery costs, we generally do not accept returns solely because a customer changes their mind after dispatch.

• If an order is cancelled before dispatch, a refund may be issued minus a 15% restocking or administrative fee and any shipping or preparation costs already incurred.
• Once an eligible container or freight product has been dispatched, change-of-mind returns are generally not accepted unless otherwise agreed in writing.
• This change-of-mind policy does not limit remedies available for defective, damaged, misdescribed, or incorrectly supplied goods where required by law.

3. Australian Orders & Australian Consumer Rights

Customers purchasing eligible products for delivery to Australia may have rights under the Australian Consumer Law (ACL) that cannot be excluded, restricted, or modified by this policy.

Nothing in this Refunds & Returns Policy is intended to exclude or limit any consumer guarantee, right, or remedy that cannot legally be excluded under Australian law.

3.1 Faulty or Misdescribed Goods

Where the Australian Consumer Law applies, customers may be entitled to a remedy when goods:

• Are faulty or defective.
• Are unsafe.
• Are materially different from their description.
• Do not match the product ordered.
• Do not perform as reasonably expected.
• Do not meet applicable consumer guarantees.

The remedy available may depend on whether the problem is considered minor or major under applicable law.

3.2 Australian Change-of-Mind Returns

Jensen Mobile Home Movers does not generally provide change-of-mind returns for shipping containers or other oversized international freight products.

This does not affect any rights available to Australian customers where a product is faulty, damaged, unsafe, misdescribed, incorrectly supplied, or otherwise fails to satisfy applicable consumer guarantees.

3.3 International Return Freight

Do not return an internationally shipped product without first contacting us and receiving return instructions.

If an Australian customer requests a return only because they changed their mind and we agree to accept the return, the customer may be responsible for return freight, customs charges, handling, and other associated costs.

Where the product is faulty or incorrectly supplied, responsibility for reasonable return transportation costs will be handled according to applicable consumer law and the circumstances of the claim.

4. Customs, Duties, GST & International Charges

Australian shipments may be subject to customs processing, GST, duties, brokerage fees, quarantine charges, port fees, storage charges, or other import-related costs.

Unless otherwise stated in writing, these charges are generally the responsibility of the customer or importer.

Refusal to pay customs, import, storage, or other charges does not automatically qualify an order for a refund.

If a shipment is returned because the customer refused required import charges, any refund approved by Jensen Mobile Home Movers may be reduced by freight, storage, customs, handling, return transportation, or other costs incurred, except where prohibited by applicable law.

5. General Refund & Return Procedure

1. Contact us: Email jensenmobilehomemovers@gmail.com with your name, order or contract number, description of the issue, and supporting photographs where applicable.
2. Provide supporting information: For freight claims, we may request photographs, delivery documents, carrier paperwork, serial or container numbers, and other relevant information.
3. Review: We aim to review refund and return requests as promptly as reasonably possible.
4. Return authorization: Large freight products should not be returned until return instructions have been provided.
5. Approved refunds: Once a refund has been approved and processed, it will generally be returned using the original payment method where reasonably possible.
6. Processing time: Approved refunds are generally processed within approximately 7–10 business days, although banks and payment providers may require additional time for funds to appear in the customer's account.

6. Non-Refundable Costs & Situations

Except where applicable law requires otherwise, the following expenses or situations may be non-refundable:

• Permit fees: Government permit charges already submitted or paid.
• Completed services: Work already performed according to the agreed scope.
• Travel and mobilization costs: Costs incurred when a crew has already traveled or mobilized to a customer's site.
• Customer-caused delays: Additional costs caused by inaccessible property, incorrect address information, unsuitable site conditions, or customer scheduling issues.
• Custom modifications: Containers or products modified specifically for the customer, including custom doors, windows, paint, shelving, electrical work, or other alterations, unless the product is defective or applicable law provides otherwise.
• International import expenses: Customs charges, GST, duties, brokerage, port storage, quarantine, and related third-party charges unless otherwise required by applicable law.
• Change-of-mind freight: Freight and transportation costs incurred because a customer no longer wants an otherwise conforming product.

7. Custom & Modified Containers

Containers that have been modified or customized specifically for a customer's order are generally considered final-sale items once customization has begun.

This may include:

• Custom paint.
• Roll-up doors.
• Personnel doors.
• Windows.
• Electrical installations.
• Shelving.
• Ventilation systems.
• Other customer-requested modifications.

This restriction does not remove rights or remedies that cannot legally be excluded for defective or incorrectly supplied products.

8. Delayed or Lost International Shipments

International freight may experience delays caused by customs clearance, port congestion, quarantine inspections, weather, government processing, carrier disruptions, or other circumstances outside our reasonable control.

A shipment that is delayed but still in transit does not automatically qualify for a refund.

If a shipment is confirmed lost by the freight carrier, we will review the order and available carrier claim and work with the customer toward an appropriate resolution.

9. Late Payment & Default

This Refunds & Returns Policy does not replace the payment obligations stated in a customer's signed service agreement, sales agreement, invoice, or applicable Terms of Service.

Failure to make agreed payments may result in suspension of services, cancellation, storage charges, or other remedies allowed by the agreement and applicable law.

10. United States & Australia

United States Customers

U.S. customers are covered by this policy together with applicable federal, state, and local consumer laws.

Australian Customers

Australian customers are covered by this policy together with any applicable rights and guarantees under Australian law.

11. How to Contact Us

For any refund, return, cancellation, damaged-product, or service concern, please contact Jensen Mobile Home Movers:

• Email: jensenmobilehomemovers@gmail.com
• Phone: (330) 200-8473
• Address: 4812 Mahoning Ave NW, Warren, OH 44483

Please include your order number or contract number and enough information for us to identify and investigate your request.