Returns and refunds
Returns and refunds
Free returns within 30 days.
European law provides for 14 days of withdrawal. Gardenmac allows 30, with no reason required. We issue and pay for the return label: a return costs the customer nothing.
30 days
to return
€0
cost to the customer
Prepaid
label issued by us
14 days
maximum refund period
Return procedure
- 1
Open the case
The 30-day period runs from the delivery date. To open a case, a phone call, a WhatsApp message or an email to assistenza@gardenmac.com quoting the order number is enough. There are no forms to fill in and no reason to give.
- 2
Label issued
Within a few hours you receive the prepaid shipping label by email. The transport cost is borne entirely by Gardenmac and is not deducted from the refund.
- 3
Doorstep collection
We book the collection at the address you give, on the date that suits you. Alternatively the parcel can be dropped off at a courier point using the same label.
- 4
Inspection and refund
On arrival the goods are checked for completeness and condition. The refund is issued to the same payment method used for the purchase. The statutory period is 14 days; the refund is authorised on the day of inspection, while the credit depends on the institution: 2 to 5 working days for cards, and the usual bank transfer time for cash-on-delivery orders.
The refund includes any shipping charge paid on the order. If a delivery option faster than standard had been chosen, the amount corresponding to standard shipping is refunded, as the law provides.
Condition of returned goods
Compliant return
The tool must be returned complete with all supplied items: case, batteries, charger, spare blades, service keys and manual.
Trial use does not affect the right of withdrawal. The law allows you to establish the nature, characteristics and functioning of the product, just as you could in a shop: a few test cuts take nothing off the refund.
Reduced refund
If the tool shows signs of sustained use — blade wear, marks of prolonged work on the body, repeated charge cycles — it can no longer be resold as new, and the refund is reduced by the corresponding loss of value.
The assessment is communicated before we proceed: the customer receives the inspection findings and the amount of the deduction, and may ask for the goods to be returned.
Return, warranty or replacement
Change of mind
That is the procedure on this page: 30 days, no reason required, label at our expense and a full refund.
Fault or failure
That is not a return but a warranty matter: 24 months of cover, free doorstep collection, repair within 24 hours and a loan replacement tool. See the terms.
Wrong model
If the model purchased is not suited to the work in hand, call us before opening a withdrawal: in most cases it is settled by a direct exchange, without waiting for the refund.
Frequently asked questions
Does a return cost anything?
No. The shipping label is issued and paid for by Gardenmac, and nothing is withheld from the refund. This applies in Italy and in every European Union country we ship to.
Do I have to give a reason?
No. Within the 30 days, withdrawal may be exercised without any justification. Telling us the reason is optional and is used only to improve our product data.
Can I return only part of a kit?
Yes. Withdrawal may cover the whole kit or individual items. If the returned item was the one that triggered the kit discount, the refund is recalculated on the price corresponding to the remaining configuration. The recalculation is communicated before the credit is issued.
How is a cash-on-delivery order refunded?
By bank transfer to the IBAN you provide. Only the IBAN and account holder are required; the transfer is authorised on the day of inspection.
How is a Klarna instalment payment refunded?
The refund is credited to Klarna, which closes the payment plan and cancels any instalments not yet due. Instalments already charged are returned by Klarna to the original payment method.
What happens after 30 days?
The withdrawal period has expired. You can still contact customer service to explore a replacement if the tool is undamaged. The 24-month warranty remains valid in any case for its full term.
Are any items excluded from returns?
Blades and chains already fitted and used are excluded from withdrawal on safety and hygiene grounds: they are consumable parts, and sharpening against wood alters their profile irreversibly. The rest of the catalogue is fully returnable.
Open a return
Have your order number to hand. The prepaid label is issued during the same conversation.
You can also see the contact page, with the full list of channels and their hours.