Only goods that are defective under warranty may be returned for us to repair, or refund / exchange on the instruction of our Supplier. We do not provide the warranty on the goods, we act under their instruction. See CARRY-IN WARRANTY paragraph in Terms & Conditions.
As stated in our Terms & Conditions, we cannot be held responsible if you purchased the incorrect product and did not obtain our advice first. If it is used in the incorrect application it may not be a defect/fault covered under warranty. This can only be assessed on receipt of your returned product.
However, depending on which product it is, ie. whether it is a usual stock item, or whether we had to order it in especially from our Supplier (as Special Orders may not be returned), we may consider refunding or exchanging your item under the following conditions:
- The product is in its unopened, undamaged, original packaging.
- The product is new and unused.
- The product is returned with all the original paperwork, owner’s manuals etc, that accompanied the item ordered.
- If we agree that the item may be returned, you must do so within 7 days of the delivery date at your cost.
On receipt of the product we will either apply a credit toward an exchange or provide a refund for the retail cost of the item. A re-stocking fee of 15% will be charged on all such returns. It is therefore important to ensure correct ordering of products. We provide detailed information about each product, so please check all of the specifications and features to make sure it is suitable and fit for purpose, before submitting an order. If you have a question about a product, please fill in the product enquiry form or e-mail us on firstname.lastname@example.org before placing an order.
STIHL’s collect in-store policy: If we need to cancel your STIHL machine order and refund you, due to you not being able to Pick Up in-store, we reserve the right to deduct the Bank Fees/Commissions incurred on the sale.