Refund Policy

CANCELLATIONS AND RETURNS

14 Days Cooling Off Period (distance sales only)

You have a legal right to cancel your order (being a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014) within 14 days of delivery of the product to you. You then have 14 days from this date to return the product to us.

To cancel a Contract, you need to let us know that you have decided to cancel. You can email us at [email protected] If you are emailing or writing to us, please include details of your order to help us identify it. If you notify us of your decision to cancel your order by email or by post, then your cancellation will be effective from the date you send the email or post the letter.

If you cancel this contract, we will reimburse all payments received from yourself, excluding the costs of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by yourself.

We will issue the reimbursement without undue delay, and no later than:

(a)30 days after the day we receive from you any goods supplied, or

(b) (if earlier) 30 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 30 days after the day on which we are informed regarding your decision to cancel this contract.

We will issue the reimbursement using the same means of payment as you used for the initial transaction.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. We will also inspect the item to confirm it is in unused, original condition. You shall send back the goods or hand them over to us, without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back goods before the period of 14 days has expired.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature and characteristics of the goods.

On cancellation for whatever reason, where you have received the goods you must return the goods to us (together with the original packaging) without undue delay and in any event within 14 days after the day of the cancellation at your cost. You must return goods with all components and also any promotional items received (including free gifts) or discounted additional products. You can return certain goods by post from your local Post Office and larger products by carrier pick up service.

You may also arrange transport to our warehouse at the address below. Before sending any item, it is essential to gain a returns number from us.

Faulty or Defective Products

A product received is classed as faulty if it is not;

i) Of satisfactory quality (within the meaning of the Consumer Rights Act 2015).

ii) Fit for the purpose described by us on the Website or as set out in any relevant brochure.

iii) As described - conform materially to the specification as set out on the Website or in the applicable user manual.

You may reject an order from us for a full refund or replacement within 30 days of delivery of your goods if the item does not meet the standards above.

Returned Products

Your sole remedy following the return of a defective product outside of 30 days to us shall be its repair, replacement or a refund, which shall be decided at our sole discretion.

All returned products are inspected before any refund is issued. We reserve the right to refuse a refund and to recover our costs in the event that i) you have made further use of the product after giving notice that you intend to cancel the order and return the product to us, ii) the defect in the product has arisen because you have failed to follow any instructions set out in any relevant user manual or on the manufacturers Website as to storage, use and maintenance of the product, iii) the product has been altered or repaired other than by a Mountfield authorised dealer or iv) the defect has arisen as a result of fair wear and tear, wilful damage, negligence or abnormal storage or working conditions.

The cost of the return delivery will be deducted from any refund issued in this circumstance.