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. All terms and conditions apply.

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 recommend using a tracked service as it is your responsibility until it reaches us. We can arrange a collection if necessary, charged at £40 (UK mainland only).
A 25% administration fee (to cover machine maintenance, re-boxing, and change of ownership details with the dealer) will apply to every item returned.
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.

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

Clearance and second-hand items are exempt from our returns policy, unless delivered faulty/damaged.

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. 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 and 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/

Mitox - https://mitox.co.uk/dealer-locator

Lawnflite - https://www.lawnflite.co.uk/dealer-locator

Little Wonder - https://www.littlewonder.com/dealer-locator/

Masport - https://masportlawnmowers.co.uk/apps/store-locator/all

Mountfield - https://www.mountfieldlawnmowers.co.uk/storelocator

Stiga - https://www.stiga.com/uk/store-locator

Stihl and Viking - https://www.stihl.co.uk/dealer-locator.aspx

Tanaka - http://www.tanakapowerequipment.co.uk/dealerlocator/

Toro - https://www.toro.com/en-gb/locator

Step 2: Please fill in the form below:


Full Name:	*
Order ID:	*
	Please enter your order ID, starting with GMDIN. This will be on your order confirmation emails and invoices
Telephone Number:	*
	Please enter a landline or mobile telephone number so that we can contact you for more information or to arrange a collection.
Email Address:	*
	We may contact you by email regarding your return request, such as to arrange a collection.
Product(s) to be Returned:	*
	Please enter the name of the product(s) you are returning from your order. If returning multiple products, list them on multiple lines. For an entire order, simply write ALL.
Would You Prefer a Refund or Replacement?	Refund * Replacement
	Our ability to offer either of these depends on our inspection of your item once received back
Reason for Return:	*
	Select the reason you are returning your item(s)
Additional Comments:	*
	Please include more information relating to your return

Upload a Photo:
	If you would like to upload a photo to demonstrate an issue or damage to your machine, please feel free.
Upload a Photo (2):

	*
	Please add the two numbers

Returns Terms & Conditions

If you have changed your mind, ordered the wrong product or just want to return it

In these cases, you may cancel your order at any point up to the end of the fourteenth day from the date you received it. You must fill in this form to indicate your wish to cancel.
All returns of this type will be subject to a 25% handling charge
Your item must be in a resaleable condition, in its original packaging, and must not have been used. If an item appears to have been used, we reserve the right to deduct an appropriate amount from any refund, to cover repairs, restocking fees or the product's reduction in value. We will of course advise you of this before proceeding.
If you require us to collect your order from you, we will deduct the cost of this from any refund. You will be notified of this before we proceed.
Any refund will be processed as soon as we have inspected the item upon its receipt by us. We regret that original delivery fees (i.e. to get the order to you in the first place) are not refundable in these cases.

Please note: For orders where you have changed your mind, you have ordered the wrong product or you no longer require it, the items must be sent back (or collected by us) at your expense and will be subject to a 25 percent handling charge. We are also unable to refund the original postage cost (if applicable) on your order in these cases. If you do require us to collect your order, collection costs will be agreed in advance with you, and will be deducted from any final refund amount.

Step 2: Please fill in the form below:


Full Name:	*
Order ID:	*
	Please enter your order ID, starting with GMDIN. This will be on your order confirmation emails and invoices
Telephone Number:	*
	Please enter a landline or mobile telephone number so that we can contact you for more information or to arrange a collection.
Email Address:	*
	We may contact you by email regarding your return request, such as to arrange a collection.
Is the Product Unused, in Original Packaging?	Yes * No
	Please note, we can only accept returns for orders placed by mistake or no longer wanted if the item is unused, 'As New' and in its original packaging.
Product(s) to be Returned:	*
	Please enter the name of the product(s) you are returning from your order. If returning multiple products, list them on multiple lines. For an entire order, simply write ALL.
Return Method:	I will return the item(s) at my own expense * Please arrange collection of my item(s)
	Please indicate whether you are returning the product at your own expense (be sure to use a recorded delivery method), or if you require us to arrange a collection for you (we will contact you to advise you of the cost of this).

	*
	Please add the two numbers

Returns Terms & Conditions

If you have changed your mind, ordered the wrong product or just want to return it

In these cases, you may cancel your order at any point up to the end of the fourteenth day from the date you received it. You must fill in this form to indicate your wish to cancel.
All returns of this type will be subject to a 25% handling charge
Your item must be in a resaleable condition, in its original packaging, and must not have been used. If an item appears to have been used, we reserve the right to deduct an appropriate amount from any refund, to cover repairs, restocking fees or the product's reduction in value. We will of course advise you of this before proceeding.
If you require us to collect your order from you, we will deduct the cost of this from any refund. You will be notified of this before we proceed.
Any refund will be processed as soon as we have inspected the item upon its receipt by us. We regret that original delivery fees (i.e. to get the order to you in the first place) are not refundable in these cases.