Returns, refunds & warranty

Return window

You have 30 calendar days from the day you receive the machine to tell us you want to return it. The window runs from the delivery date, not the order date.

Once you have told us, you have a further 14 days to make the machine available for collection. Contact us on or before day 30 even if collection falls later.

How to start a return

1. Email sales@haulcrest.shop with your order reference and the reason for return, or use the form on our contact page.
2. We reply within one working day with a returns reference and a collection booking form.
3. We book a tail-lift collection from the delivery address. You do not arrange your own carrier — these machines are too heavy for a parcel network.
4. Have the machine palletised and accessible at kerbside on the agreed day.

No return is refused for want of the original packaging, but keep the crate if you can; it protects the machine in transit and protects your refund.

Who pays for the return

Condition of returned machines

You may inspect and test a machine as you would in a shop: start it, check the controls, confirm it fits your access. That is expected and does not affect your refund.

Commercial use does. If a machine comes back with hours on it, damaged blades or teeth, or wear beyond reasonable inspection, we may reduce the refund to reflect the loss in value, and we will tell you the amount and the reason in writing before we process it.

Please drain or declare fuel before collection. Carriers can refuse a machine with a full tank, which delays your refund.

Refunds and timing

Refunds go back to the original payment method — the same card, PayPal account or bank account you paid from. We cannot refund to a different method, and we do not issue store credit unless you ask for it.

We refund within 14 days of the machine reaching our warehouse, or of you giving us proof it was sent, whichever is sooner. Card refunds usually clear in a further 3–5 working days depending on your bank.

What is not returnable

Consumable and wear parts are non-returnable once fitted or used: blades, carbide teeth, belts, filters, cutting edges and rubber tracks. Unopened, unfitted spares can be returned within 30 days on the same terms as machines.

We do not sell digital goods, downloads or subscriptions, so no digital-content or subscription-cancellation terms apply to anything on this site.

Warranty

Every machine carries a two-year warranty on parts we supply and a one-year engine warranty honoured through the engine manufacturer's UK service network. The warranty starts on the delivery date and transfers with the machine if you sell it.

Covered: manufacturing defects, premature failure of a component under normal use, and anything that was already wrong when the machine arrived.

Not covered: wear items (blades, teeth, belts, filters, tracks, tyres, cutting edges); damage from feeding stone, wire, metal or frozen material into a machine; overloading beyond the rated capacity; operating across a slope; missed servicing; and damage from repairs carried out by someone other than an approved engineer.

To claim, email support@haulcrest.shop with your order reference, the serial number and photographs or video of the fault. We repair by dispatching parts or by sending an engineer, at our discretion. Keep your service records — we will ask for them on any engine or hydraulic claim.

Your statutory rights

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a 30-day right to reject for a full refund, and after that a right to repair or replacement. These rights sit alongside everything above and are not replaced by it.

Business customers buy on our terms of sale; the Consumer Rights Act does not apply to business-to-business purchases, but our 30-day return and two-year warranty do.