This page covers when and how you can return a machine, what we will do, and where the practical limits are. We try not to hide behind language — if a return is going to be tricky, we say so before you commit, not after.

Three return situations, three different positions

1. Distance-sold consumer purchases (online or by phone)

If you bought online or by phone as a consumer (an individual buying outside the course of a business), the Consumer Contracts Regulations 2013 give you a 14-day cooling-off period to cancel without giving a reason.

How it works:

• The 14 days run from the day after the goods are delivered.
• To cancel, email [email protected] within those 14 days. A short message is enough — the order number and “I would like to cancel under the CCR cooling-off period” is fine.
• You then have a further 14 days to return the goods to us.
• The goods must be unused, undamaged and in their original packaging where applicable. Used commercially during the cooling-off period? That counts as use; see “where this gets harder” below.
• We refund the price you paid (less any reduction in value caused by handling beyond what is necessary to inspect the goods) within 14 days of receiving the goods back, or evidence that you have returned them — whichever is earlier.

Return shipping is your responsibility unless the goods arrived damaged or were not as described, in which case we cover it.

Used / Approved Used machines sold to a distance-buying consumer carry the same return rights as new.

2. Business purchases

If you are buying as a business — a contractor, an estate, a council, a farm, a maintenance company — the cooling-off right under the Consumer Contracts Regulations does not apply. The terms agreed at the point of sale govern. In practice that usually means:

• Goods that arrive damaged or not as described can always be returned for repair, replacement or refund.
• Standard, in-stock machines can usually be returned within 30 days in unused condition, subject to a restocking charge of 15%.
• Bespoke or made-to-order machines are non-returnable unless they have a manufacturing defect. That includes machines built or specified to your requirements, or fitted with non-standard attachments at your request.

If you need a different position because of how your procurement works (council framework agreements, bulk fleet replacements), tell us before you order and we will see what we can agree in writing.

3. Used machines in person

If you bought an Approved Used machine in our showroom and inspected it before signing, the cooling-off right does not apply (in-person sales are outside the Distance Selling regulations). If we have agreed a written return policy at the point of sale, that wins. Otherwise, the standard manufacturing-defect protection still applies — see the Warranty page.

Where this gets harder, honestly

A £15,000 commercial machine that has been used for two days is not going back to “as new”. The deck has scratches, the seat has wear, the engine has hours on the clock, and the next buyer can tell. We will explain what that means before you commit, not afterwards.

If you cancel a distance-sold consumer purchase under the CCR after using the machine commercially during the cooling-off period:

• The cancellation is still your right.
• We will refund the price you paid.
• We may deduct the reduction in value caused by use beyond what was necessary to inspect the goods. The deduction is not a punishment — it is the difference between the value of an unused machine and the value of a used one in your specific machine’s condition.

We will tell you the deduction before processing the refund. If you disagree with our number, we will share the basis (independent valuation, comparable used-stock pricing, or both) and we will work it out. Where genuine doubt remains, the route is the courts; we would rather not get there.

The return process

1. Email [email protected] with your order number and a short note saying what you want to return and why. 2. We reply within one working day with a return reference and instructions for the specific machine. 3. Pack and protect the machine as well as you can. Original packaging is best; if that is gone, ring us and we will advise. 4. We collect (for ride-on, zero-turn and any machine over 200 kg) or you ship it back via a courier we recommend. Larger machines need our specialist transport, which is the reason we collect rather than ask you to ship. 5. We inspect on receipt, agree the refund or deduction, and process the refund to the original payment method within the deadlines above.

When a return is the wrong tool

Sometimes a return is not what you actually want. Cases where another route is faster:

• A specific component is faulty. Warranty repair through the manufacturer or our workshop is usually quicker than a full return-and-replace.
• You are not sure how to use it. A second handover visit or a phone walkthrough is free and almost always solves the problem.
• It does not fit the access you thought it would. Tell us — we may be able to swap it for a narrower or shorter machine in our stock at the difference in price, rather than processing a return.

We would rather sort the underlying issue than process the paperwork.

Refund timings

Refunds always go back to the original payment method. We cannot refund a card payment to a different card or to a bank account.

Last updated: April 2026.

Questions about this? Email [email protected] or write to us at our registered office and we will call you back.

DRAFT — solicitor review pending.