Refund and Returns Policy
Effective Date: February 25, 2026
At Kiross Turfcare, we want you to be completely satisfied with your purchase of our Kiross-branded products (zero turn mowers, ATV flail mowers, stump grinders, and wood chippers). This policy explains your rights to refunds and returns under UK law, including the Consumer Rights Act 2015 (for faulty goods) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (for distance sales, i.e., online purchases).
This policy does not affect your statutory rights, which cannot be excluded or limited. If you are a business customer (not a consumer), different terms may apply—please contact us.
1. Faulty, Damaged, or Incorrect Goods (Consumer Rights Act 2015)
If the goods are faulty, not of satisfactory quality, not fit for purpose, or not as described, you have the following rights:
• Within 14 days of delivery: You have the right to reject the goods and receive a full refund (including any delivery costs you paid). You must return the goods to us (we will cover reasonable return costs for large/heavy items where required by law).
• Within the first 6 months: Any fault is presumed to have existed at delivery (unless we prove otherwise). You are entitled to repair or replacement (free of charge). If repair or replacement fails, is not possible, or causes significant inconvenience, you can request a full or partial refund (deducting for any use).
• After 6 months: You must prove the fault existed at delivery. Remedies include repair, replacement, or price reduction/refund.
To make a claim: Contact us at [email protected] or +44 7824 876841 with your order details, proof of purchase, and photos/description of the issue. We may require inspection or return of the goods.
We will refund using the same payment method within 14 days of confirming your entitlement (or receiving returned goods/proof of return).
2. Change of Mind / Cooling-Off Period (Consumer Contracts Regulations 2013)
As an online (distance) sale, you have a 14-day cooling-off period to cancel for any reason (even if the goods are not faulty):
• You must notify us of your decision to cancel within 14 days of receiving the goods (or the day after you enter the contract for services).
• You then have another 14 days to return the goods.
• The goods must be unused, in the same condition as received, in original packaging, and with all accessories/tags.
• We will refund the full amount paid (including standard delivery costs) within 14 days of receiving the goods back or proof you have sent them (whichever is sooner).
• You are responsible for the cost of returning the goods (unless we agree otherwise or the goods are faulty). For large/heavy machinery, contact us first—we can arrange collection and may charge reasonable costs if not faulty.
• Exceptions — The cooling-off right does not apply to:
• Personalised or custom-made items.
• Sealed goods that are not suitable for return due to health/safety reasons (once unsealed).
• Goods that become mixed inseparably with other items after delivery.
• If you requested we start any services within the 14 days and consented to waive the right.
To cancel: Email or call us with your order number and intention to cancel. We will provide a returns address/instructions.
3. Non-Returnable Items
The following cannot be returned under change-of-mind rules (but faulty items are still covered under section 1):
• Used or damaged goods (unless faulty).
• Consumables or items that have been unsealed for hygiene reasons.
• Items marked as “final sale” or non-returnable on the product page.
4. General Terms
• All returns must include proof of purchase.
• We may inspect returned goods and deduct for any reduction in value caused by handling beyond what is necessary to establish nature/characteristics/condition.
• Refunds exclude any additional costs you chose (e.g., express delivery).
• This policy applies to mainland UK deliveries. Contact us for non-mainland arrangements.
• We are not liable for indirect losses beyond statutory requirements.
5. Damaged goods on Delivery
You must inspect the outer packaging before accepting delivery. Do not accept or open any box containing a wood chipper or stump grinder if the packaging is damaged. Returns or claims for damaged items inside cannot be accepted once the box has been opened. The only returns we can accept for transit damage are for boxes that arrive damaged and have not been opened.
6. Failed Delivery / Redelivery Charge
If you are not available to receive delivery and have not notified us in advance, a redelivery charge of £25 will apply.
7. Contact Us
For returns, refunds, or questions:
Kiross Turfcare Limited
Company No: SC629750 | VAT Reg: 338 2491 88
Phone: +44 7824 876841
Email: [email protected]
We aim to process all valid returns/refunds promptly and fairly. If unsatisfied, you can seek help from Citizens Advice or use alternative dispute resolution.
This policy may be updated—check our website for the latest version. Purchases follow the policy at the time of order.