Returns policy

Returns Procedure for Online and Mail Orders

Unwanted/unsuitable goods:

At Machine Mart we hope that you will be happy with the tools and equipment you order. However, should you have a change of mind for any reason, under the Distance Selling Regulations you have the right to cancel your order for any item purchased on the web site or by Mail Order for a refund. This does not apply to items personalised or made to your specification i.e. Special Orders. The following conditions apply:

• Orders must be cancelled within 14 days beginning with the day after the date goods are delivered by contacting 0115 8406 248 quoting your customer reference number. Machine Mart will arrange collection though there would be a charge for this.
• Goods must be returned in their original unspoilt condition; i.e. unused and in their original packaging.
• We regret that we are unable to refund any delivery or postage costs.
• We are unable to issue any refund until the goods have been inspected.
• All goods should be suitably wrapped/packaged to make certain of safe handling and to protect them during transit.

Special Orders

Special order items may not be accepted back unless they are faulty.

Your legal rights are not affected

If returning goods yourself we recommend you obtain proof of postage.

Damaged in Transit (DIT):

We use established, specialist couriers to ensure that your goods reach you in perfect condition. However, in the unlikely event that your goods are damaged in transit, please call our Mail Order department on 0115 956 5555

• You must contact us by phone within 14 working days of delivery. Your legal rights are not affected

If there is a fault or missing parts:

Rigorous inspection and batch testing procedures are carried out by our Quality Control department and every effort is made to ensure all products reach you in full working order.

However should either of the following apply please contact the Customer Care Department on 0115 8406 235 immediately or within 14 days of delivery quoting your customer reference number.

Missing Parts

Should your product be found to be missing parts Customer Care will arrange for these to be sent out.

Faulty goods

Should your product be found faulty on delivery Customer Care will arrange the collection of your product for inspection.

• Should the goods be verified to be faulty, Machine Mart will either:
• Deliver a replacement free of charge, or
• Refund the price you paid for the goods if replacement is not required.
• We are unable to issue any refund until the goods have been inspected.
• Please include your customer reference number and contact details with the returned goods.
• If fuel has been added to the product this must be fully drained off prior to collection or the item may be refused.
• Your legal rights are not affected

In the event that a product you purchased on-line or mail order develops a fault during its guarantee, usually 12-months from purchase date, we may offer repair, exchange or refund as appropriate. Your legal rights are not affected. Please contact the Customer Care department* for further assistance.

Refunds:

Refunds will normally be made to the same method of payment as your original purchase within 30 days of the transaction date.

* Monday to Friday (excluding Bank Holidays) 0830-1800 hr. Maximum call charges from a BT landline are 5p/min to 0844 numbers and 7p/min to 0871 numbers. Calls from mobiles and other networks may vary.

Returns Procedure for In-Store Purchases

Faulty goods:

Most products are offered with a 12-month guarantee In the event that the product you purchased develops a fault during this time we may offer repair, exchange or refund as appropriate. Your legal rights are not affected For further information and assistance, please contact your store or alternatively, the Customer Care Department on 0115 8406 248

Unsuitable or unwanted goods:

Machine Mart is not obliged to take back an item simply because the customer has had a change of mind.

However, at our discretion if we do accept an unwanted or unsuitable item back then Machine Mart Limited is happy to consider a credit note for the full amount paid. Also at our discretion a refund to the original form of payment may be considered.

The following conditions apply:

• The product is not a ‘Special Order item’ (see below)
• The product must be returned  within 7 days of purchase.
• Goods must be returned in their original unspoilt condition; i.e. unused and in their original packaging.
• You must provide proof of purchase, for example the original sales receipt. 
• We may ask for identification (proof of address) to help combat fraud.
• Goods may be returned direct to your local store. Click here for your nearest store 
• Your Statutory Rights are not affected

Special Orders

• Special order items may not be accepted back unless they are faulty.
• Your Statutory Rights are not affected

Credit Notes:

• Credit notes are valid for one year from date of issue and must be safely retained.
• A replacement will not be issued nor can it be redeemed for cash.
• Credit notes are not transferable and must be produced when exchanging for goods.
• Your Statutory Rights are not affected

Refunds

• Refunds will normally be made to the same method of payment as your original purchase.
• Your Statutory Rights are not affected

* Monday to Friday (excluding Bank Holidays) 0830-1800 hr. Maximum call charges from a BT landline are 5p/min to 0844 numbers and 7p/min to 0871 numbers. Calls from mobiles and other networks may vary.