Confidence Backed by Proven Marine Industry Experience

At Rong Marine, we are committed to providing professional support, transparent communication, and reliable marine propulsion solutions for customers worldwide. We understand that marine engines, gearboxes, sterndrives, and propulsion systems are important investments, which is why we aim to ensure every order is handled carefully from quotation through final delivery and after-sales support. This policy outlines our approach to shipping, returns, refunds, and customer support for international marine equipment orders.

1. Our Commitment

Rong Marine focuses on supplying genuine marine propulsion products sourced through trusted marine industry supply channels and professional distribution networks. Before dispatch, products are reviewed for correct documentation, shipment preparation, and order accuracy.

If an order arrives damaged, incorrect, or affected during transport, our team will work with the customer to review the issue and assist with an appropriate resolution where applicable.

2. Shipping Within Europe

From our Hamburg, Germany operations, Rong Marine supports delivery across the European Union, the United Kingdom, and surrounding marine markets.

Standard Deliveries

Smaller parts and accessories may be shipped through international courier services including DHL, UPS, FedEx, DPD, and similar freight providers.

Freight Deliveries

Marine engines, gearboxes, sterndrives, and larger propulsion systems are typically shipped through specialized freight and pallet transport services.

Estimated European transit times generally range between 1–7 business days depending on shipment size, destination, and selected freight method.

For eligible VAT-registered EU business customers, intra-community supply procedures may apply subject to valid VAT verification.

3. Worldwide Shipping

Rong Marine supports international shipping across North America, the Caribbean, Africa, the Middle East, Asia, and other global marine markets.

Available shipping methods may include:

• Sea Freight (FCL & LCL)
• Air Freight
• International Road Freight
• Courier Delivery Services

Depending on availability and destination, certain products may also be dispatched through verified marine supply partners within our international distribution network to improve delivery coordination and reduce transit times.

Estimated transit times vary depending on destination country, customs procedures, and freight service selected.

4. Export Packaging & Documentation

Marine engines and propulsion systems are prepared using export-grade packaging designed to support safe international transport.

Depending on the shipment type, packaging may include:

• Reinforced export crating
• Protective wrapping
• Secured palletizing
• Freight stabilization systems

International shipments may include relevant documentation such as:

• Commercial Invoice
• Packing List
• Bill of Lading / Air Waybill
• Certificate of Origin
• Warranty Documentation
• Compliance Certificates where applicable

5. Return Eligibility

Customers may request a return or exchange under the following conditions:

• The product arrived damaged during transport
• The incorrect product was received
• The product remains unused and uninstalled
• The return request is submitted within the applicable return period

The following items may not be eligible for return:

• Custom-configured propulsion systems
• Special-order products
• Installed or used products
• Electrical components after installation or unpacking
• Products damaged through improper installation, misuse, or modification

6. Return Timeframes

EU & EEA Consumers

Eligible private customers within the European Union and European Economic Area may request returns within 14 days of delivery in accordance with applicable consumer protection regulations.

International Customers

Customers outside the EU may request eligible returns within 21 days of delivery unless otherwise required under applicable local consumer protection laws.

Business Customers (B2B)

Business-related return requests are reviewed individually and may require written approval before authorization is provided.

7. Return Authorization Procedure

Before returning any item, customers must contact Rong Marine to request return authorization instructions.

Approved returns may require:

• Order or invoice reference
• Product serial number where applicable
• Photos showing the issue or condition
• Reason for the return request

Returns sent without prior authorization may experience processing delays or refusal upon arrival.

8. Inspection & Refund Processing

Returned products are inspected after arrival to verify condition, eligibility, and reported issues.

Where approved:

• Refunds are generally processed within 7–14 business days after inspection
• Refunds are issued through the original payment method where possible
• Approved exchanges or replacement coordination may also be arranged where applicable

Certain non-defective returns may be subject to reasonable handling or restocking charges where permitted.

9. Warranty-Related Support

Where applicable, manufacturer warranty support may apply to eligible marine engines, propulsion systems, and related products supplied by Rong Marine.

Warranty-related requests may require:

• Product serial number
• Proof of purchase
• Photos or videos of the issue
• Supporting technical information

Rong Marine may assist customers with warranty-related communication and coordination where applicable under manufacturer warranty guidelines.

10. Return Shipping Responsibility

Unless the return is confirmed to result from an error by Rong Marine, customers remain responsible for return shipping costs, freight insurance, customs charges, duties, and related transport expenses.

Customers are strongly encouraged to use tracked and insured freight services for all returns.

11. Order Cancellations

Orders may generally be cancelled before shipment preparation begins.

Once shipping preparation, documentation processing, freight booking, or dispatch coordination has started, cancellation requests may no longer be possible depending on the product type and order status.

Custom-configured or special-order products may not be eligible for cancellation after confirmation.

12. EU Consumer Right of Withdrawal

Eligible EU consumers may have the legal right to withdraw from qualifying purchases within 14 days under applicable European consumer protection laws.

Customers wishing to exercise this right should contact Rong Marine directly during the withdrawal period for return instructions and further assistance.

13. Customs Duties & Import Charges

Unless otherwise agreed under the selected Incoterms, customers remain responsible for import duties, VAT, customs clearance fees, brokerage charges, storage fees, and destination-country taxes associated with international shipments.

Customers are encouraged to review local import requirements before purchase.

14. Contact & Customer Support

For shipping support, return requests, refund assistance, or general order inquiries, customers may contact Rong Marine directly.

Rong Marine

Achtern Sand 17 a, 22559 Hamburg, Germany
service@rongmarine.de
+49 1577 6834295

15. Return & Refund Request Form

To start a return, complete the form below and email it to service@rongmarine.de.
Our team will respond within 2–3 business days.

Full Name / Company Name: ___________________________
Email: ____________________________________________
Phone: ___________________________________________
Order / Invoice Number: ____________________________
Product Model / Serial No.: _________________________
Delivery Date: _____________________________________
Reason for Return:
☐ Damaged ☐ Wrong Item ☐ Warranty Claim ☐ Other
Description: _______________________________________
Preferred Resolution:
☐ Replacement ☐ Refund ☐ Technical Support
Attachments: [Upload photos (optional)]
☐ I confirm that the item is unused and in its original packaging.
Signature / Date: _________________________

Our Guarantee

Rong Marine stands for integrity, reliability, and transparency in every order.
Whether your vessel is in Hamburg or halfway around the world, our team ensures that your delivery, return, or refund is handled with care, fairness, and accountability every time.