It is important to us that you are completely satisfied with your online purchase, if that is not the case please return your item to the STIHL SHOP you purchased from and we will be happy to issue a refund or exchange. The following conditions apply:


1.1 STIHL SHOP allows online purchases to be returned or exchanged if you change your mind, receive faulty items or for incorrect size or colour. We happily accept returns or exchanges within 14 days of purchase. Unless your item is faulty, does not meet acceptable quality, or does not meet its description, your item must be returned unused and in the same condition that you received it (no fuel in tools). It must also be in the original packaging and you must present proof of purchase.

1.2 When you select Click & Collect, as part of our service we assemble any tools prior to collection. We will accept machines that have been assembled by store staff as a return.

1.3 You will receive your refund by the same method of payment that your purchase was made. No cash refunds will be provided.

1.4 If you choose to make your purchase in-store please note the in-store refund process and policy may be different from the Online Refund Policy.

2. Where do I Return the Product

2.1 Subject to any rights you have under the Consumer Guarantees Act, any products returned for exchange or refund are returned at the purchaser's expense to the store you selected to purchase from, you can return your purchase in person or via courier with accompanying Invoice or Order Confirmation as proof of purchase.

3. Returning/Exchanging Items to a Different Store

3.1 As our stores are all owned independently by local owners we request you make any returns or exchanges to the store you selected online. However, if this is not possible our store staff can accept your return and the refund will be processed by our central customer service team. This will be done on the next working day and it could take 2-3 days to be visible on your card. You will be given paperwork as proof of your return which will be authorized by the store staff.

4. Refunding Shipping Costs

4.1 Your shipping costs will not be refunded unless the product is found to be faulty does not meet acceptable quality, or does not meet its description.

5. Faulty Items

5.1 Although very rare, if the product you have received is faulty, does not meet acceptable quality, or does not meet its description, we will meet our obligations under both our warranty and the Consumers Guarantees Act, we will also refund the shipping costs for the entire order.


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