Refund and Returns Policy

Last updated: 19 June 2025

This Refund and Returns Policy applies to purchases made via www.machgreen.co.uk, operated by MACHGREEN, a trading name of ONJY TRADE LTD, registered in England and Wales (Company No. 16528450).

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

To cancel:

  • Email us at [email protected] with your order number, your name, and your intention to cancel.
  • You must notify us within 14 calendar days from the day after you receive the goods.
  • You must return the goods within a further 14 days of cancellation notice.

2. Conditions for Returns

For a return to be accepted:

  • Items must be unused, in original condition, and in original packaging.
  • All manuals, accessories, and labels must be included.
  • The item must not be damaged unless it arrived faulty or was delivered in error.

If these conditions are not met, we reserve the right to reduce the refund amount or reject the return.

3. Refunds

Once we receive and inspect the returned item(s), we will:

  • Confirm receipt via email.
  • Issue a full refund (including standard delivery costs) to your original payment method within 14 days.
  • We do not refund additional charges paid for premium or express delivery.

4. Return Shipping

  • You are responsible for return shipping costs unless:
    • The item is faulty, damaged, or not as described.
    • The wrong item was sent.

We recommend using a tracked and insured delivery service. We are not responsible for lost or damaged returns.

5. Faulty or Damaged Goods

If you receive a faulty or damaged item:

  • Notify us within 30 days of receiving the product by emailing [email protected] with your order number and clear photos of the issue.
  • We will offer you a replacement, repair, or full refund, including return shipping costs.

6. Items Exempt from Returns

We cannot accept returns or offer refunds for the following:

  • Products that have been used (unless faulty)
  • Items made to order or customised
  • Perishable goods
  • Items with hygiene seals that have been broken

7. How to Return an Item

Please return your item(s) to the address below:

MACHGREEN Returns
Gosforth Garden Centre
Great Lime Road
Newcastle upon Tyne
NE3 5EP
United Kingdom

Include your name, order number, and reason for return inside the parcel.

8. Contact Us

For any questions regarding your return, refund or cancellation:

📧 Email: [email protected]
đź“Ť Address: 38 Collingwood Street, Collingwood Buildings, Newcastle Upon Tyne, NE1 1JF
🕒 Business Hours: Monday–Friday, 9:00 AM–5:00 PM