Aftersales & Returns

Cancellation - your wish to cancel your order that has not yet been dispatched

We are sorry to hear you wish to cancel your order. If your order has not yet been dispatched, please contact us as soon as possible and we will do our very best to stop your order leaving us. In this instance, refunds are usually processed within 24 hours but please allow 2-4 working days for this to reach your bank account.

If your order has already been dispatched, please follow the returns process outlined below.

Returns - your wish to return part/all of your order (download our returns form)

We are sorry to hear you need to return an item to us. Please click here to open our returns form, in PDF format. Please print it out, fill it in, and include it with your return. Returns can be made via post or at our head office in Worcester.

Returns must be initiated within 14 days from the date you received your purchase. You then have a further 14 days from this date to make your return.
Items must be in brand new condition and in the original packaging they came in. Any promotional items must be included too.
You are required to arrange and pay for the return; we strongly recommend using an insured service as it is your responsibility until it reaches us, and any damage in transit is your responsibility. We can arrange an insured collection if necessary (UK mainland only), charged at £80 for boxed returns, or £120 for pallet returns (in this instance it is your responsibility to secure the machine to the retained pallet for return shipment).
A 25% administration fee (to cover machine maintenance, re-boxing, and change of ownership details with the dealer) will apply to every item returned, and be deducted from the refund total.
Postage charges are not refunded.
We reserve the right to reject any returns or make further deductions from the refund amount if the returned item(s) fall outside of the criteria outlined above.

Customers will be notified upon receipt of their return. Any deductions will be made from the refund amount, with the refund being processed within 10 business days to the original payment method.

If you require any further help or advice, please email our returns team at returns@gardenmachinerydirect.co.uk who will be happy to help.

Exemptions

Second-hand items are exempt from our returns policy.

On the odd occasion, non-stock items are ordered in specially to fulfil your order and as such cannot be returned if you change your mind. We will advise you if this applies to your order before we confirm the order with our supplier.

Aftersales

You may need to contact our aftersales team if there are any immediate issues with your order after it has been received. Missing items or machines that have been delivered damaged must be reported within 7 days from the date of delivery, by emailing aftersales@gardenmachinerydirect.co.uk and including photographic evidence (if appropriate). For all other enquiries relating to the immediate delivery of your order, you may find the answer you need on our FAQs page, or you can email us via the address above or call us on 01905 619522.

Should you encounter any faults going forward with your new machine, there is a nationwide dealer network available to you. You can visit your local dealer (warranties are held with the brand and NOT the dealer purchased from) who will be able to diagnose the problem and advise if any repair work is under warranty or chargeable, and conduct the repair. We advise trying your local dealer first as it's often quicker than returning the machine to us, and any costs relating to uplift and redelivery may be charged to the customer if the fault is deemed to be user error.

Please follow the appropriate links below for your brand of machine to find your nearest dealer.

ALKO - https://www.al-ko.com/shop/uk/locator/

Billy Goat - https://www.billygoat.co.uk/DealerLocator.aspx

Cub Cadet - https://www.cubcadet.co.uk/servicedealers/dealer-locator

COBRA- https://www.cobragarden.co.uk/newest_where_to_buy_.aspx

DR - https://drpower.co.uk/dealer-locator

Echo & Shindaiwa - https://www.echo-tools.co.uk/find-a-dealer

Eliet - https://www.elietmachines.com/en/pages/dealer-locator.html

Hayter - https://www.hayter.co.uk/locate-dealer

Honda - https://www.honda.co.uk/lawn-and-garden/find-a-dealer.html

Husqvarna - https://www.husqvarna.com/uk/dealer-locator/

Kubota - https://www.kubotadealers.co.uk/