1. Returning or Exchanging an Online Order
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 If you choose to make your purchase in-store please note the in-store refund process and policy may be different the Online Purchases Policy.
1.3 If you purchase a machine via Click and Collect the STIHL SHOP store that you have chosen will contact you when it’s ready to be collected. At this time they will ask if you would like it to be assembled and fuelled prior to collection. If you request for the machine to be fuelled, please note the store does not need to accept it as a return as the machine will no longer be in its original condition (unless your item is faulty, does not meet acceptable quality, or does not meet its description). We will accept machines that have been assembled by store staff.
1.4 You will receive your refund by the same method of payment that your purchase was made. No cash refunds will be provided.
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 we do not accept returns via courier to either our stores or distribution centre.
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.
3.2 We can not exchange products that were purchased at a different online store.
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.
5.2 Please return the product to the STIHL SHOP store you selected to purchase from on the STIHL SHOP Online website. We do not accept returns via courier to either our stores or distribution centre. If your product is found to be faulty or to not meet acceptable quality or its description, we will also refund the shipping costs for the entire order.