Warranty & Return Policy

Effective Date: May 2026

Scope of Application: This policy applies to all products sold on rugcel.com (mainly electric winches and off-road accessories).

1. General Warranty

Rugcel offers a one-year limited warranty (calculated from the date of receiving the goods) for most products, and provides lifetime free technical support. This warranty is only applicable to customers who purchased directly from rugcel.com and does not apply to second-hand products.
During the warranty period, if the product malfunctions due to manufacturing defects, we will provide free replacement parts (as determined by us), and the customer is responsible for the installation themselves.

Warranty Scope

Manufacturing defects (material and process issues)
Functional abnormalities not caused by human error

Non-Warranty Scope (Exclusions)

Normal wear and tear, surface scratches, appearance damage, natural aging, as well as noise, vibration, fading or corrosion during normal use
Consumables (such as steel wire ropes/synthetic ropes, contactors, seals, relays, etc.)
Overloading, misuse, extreme use, not following operation instructions, safety warnings, or using beyond rated parameters, or not installing, maintaining and servicing as per the instructions
Using non-original accessories, unauthorized modifications, electrical systems, or making structural changes and unauthorized modifications
Accidents, collisions, compressions, twists, secondary damage after transportation
Natural disasters (floods, earthquakes, typhoons, lightning strikes, etc.)
Participating in competitive activities (such as racing, rallying, climbing, etc.)
Self-disassembly or unauthorized repair
Damage caused by using in underground mines, highly corrosive, highly polluted or other extreme environments

① Shipping Damage

If you find damage to the outer box, product damage or missing accessories when receiving the goods, please take photos immediately before opening the box (must include: the overall outer box, multiple-angle damaged areas, and clear visible photos of the shipping label/express tracking number). Please contact customer service within 48 hours after receiving the goods and provide the order number and photos. We will assess based on the provided evidence and either provide free replacement accessories or replace the damaged part.
We reserve the final review right for shipping damage claims. If the evidence is insufficient, the photos are blurry or there are abnormal situations, we have the right to reject or require additional verification.

② Product Quality Issues

If the product malfunctions under normal storage and usage conditions, please provide clear photos or videos. We will assess and provide a solution as soon as possible.
Note: Normal wear and tear and consumables are not covered by the warranty.

2. Returns, Exchanges and Order Cancellation

Important Precondition:
Before applying for returns, refunds or exchanges, the product must not be installed, used or have any human damage (except for shipping damage). After the product is returned, we will conduct an inspection. If it does not meet the conditions, we reserve the right to refuse processing.

① Return & Refund

This clause applies within 30 days after receiving the product.

Quality Issues Return and Refund: If the product's quality seriously affects normal use and our assessment determines that it cannot be resolved by replacing parts, we will provide return and refund services.
Shipping Damage Handling: We will prioritize re-issuing accessories or arranging for an exchange. If the product body is not damaged or the problem can be resolved by accessories, we will not accept the return, refund or exchange of the entire machine. Such cases will be regarded as unauthorized returns.
Unauthorized Returns
30 days: 10% processing fee + customer bears all round-trip shipping costs.
After 30 days: 20% processing fee + customer bears all round-trip shipping costs

② Exchange

Within 12 hours after placing the order and before receiving the shipping confirmation email: Free exchange. (For example, changing to the same model and color)
After delivery: The customer is responsible for the round-trip shipping costs. (Estimated by the after-sales team)

Return and Exchange Address Instructions:

Our company currently has no overseas return warehouse. All returns and exchanges must be sent back to the domestic warehouse in China. The international round-trip shipping costs are high. It is recommended to fully consider the cost before applying.

③ Order Cancellation

Within 6 hours after placing the order and before receiving the shipping confirmation email: Support for no-reason cancellation, with a 6% bank handling fee deducted.
More than 6 hours without shipping: Since we have entered the outbound process, canceling the order will charge an operation fee of 20% of the purchase price.
After delivery: A 20% handling fee of the purchase price will be charged, plus round-trip shipping costs.

3. Refund Notice

We will process and send the confirmation email within 1-2 working days.
The time for funds to arrive depends on the bank. Usually, it takes an additional 5-15 working days (total approximately 1-3 weeks).

4. After-sales Process

All return, refund, and warranty matters must be contacted the after-sales team in advance.
Special after-sales email address: service@fuyououtdoor4x4.com (Only for after-sales, warranty, and return. Do not send other emails).
After the after-sales team reviews and approves, they will create an RMA number (Return Authorization Number) for you. This is our voucher for handling returns. When you return the product, you need to clearly mark this number on the package. Unauthorized returns will not be accepted.

The process is as follows:

Submit the application (order number, purchase proof, photos/videos, product serial number) to the after-sales email;
The after-sales team will evaluate and provide a solution;
After communication and confirmation between both parties, replacement parts, repair or refund will be arranged.

Rugcel, we welcome you to contact us at any time to resolve any questions! For any situation you may be in, we are willing to negotiate and handle it based on the actual circumstances.

Electric Winch Usage Guide

To ensure safe and efficient use of the winch, please follow the following precautions:
1. Before use, check if the winch rope has any signs of damage. If so, replace it immediately to avoid accidents.
2. If there is abnormal noise or abnormal operation during use, stop using it immediately and contact the service provider for inspection.
3. Ensure that all wiring connections are firm and without looseness. Stable connection is the key to safe operation.
4. After use, retract the rope and ensure it is free of foreign objects. Confirm that the rope is dry before storing it. Long-term exposure to a humid environment can cause damage.
5. Recycle the rope with uniform and moderate tension. One person can hold the rope while another operates to ensure the rope is neatly wound.
6. When rescuing other vehicles, the rescuing vehicle should be stationary. Use the winch's power traction and prohibit dragging vehicles that are in motion.
7. When operating the winch, keep at least 10 turns of rope on the drum to prevent slippage and damage to the rope's fixation points.
8. It is recommended to use a battery with a cold start current (CCA) of no less than 650A to achieve optimal performance.
9. After the winch is immersed in water, fully extend it and clean the rope. Short-term operation of the motor evaporates internal moisture; if it is soaked in water for a long time, contact the service provider for comprehensive maintenance to prevent corrosion and ensure reliable operation.
10. As is known to all, the winch drum is cylindrical, and the number of rope layers and winding length significantly affect the overall performance. As the number of rope layers increases, the diameter of the drum becomes larger, and the effective traction force decreases. Detailed performance data for different layers, tensions, etc. can be found in the official product manual.
11. When the traction demand exceeds the winch's rated pulling force, use a pulley system to increase force and combine with additional rescue equipment to improve rescue efficiency and reduce the winch's load. Understanding the winch's performance limits and using auxiliary tools reasonably can enhance performance, extend lifespan, and ensure operational safety.

We are committed to providing you with professional and timely services to ensure your satisfaction with the product! The final interpretation rights of this warranty agreement belong to our company.