Warranty and Returns

ORDER CHANGES AND UNWANTED PRODUCTS

Can I change an order?

In many instances it will not be possible to amend an order once it has been placed, as we endeavour to ship your order within hours (and sometimes minutes) of receiving it. If you do wish to amend an order please call us on 02890 813 121 (9am – 5pm Monday to Friday, excluding Public Holidays) or e-mail sales@cyriljohnston.org to see whether this is possible. When contacting us, please ensure you can quote your order reference and date.

I’ve changed my mind. Can I return my order?

In the event you change your mind, you have a period of 14 days from the date you receive your goods to let us know.

You can let us know by e-mail, complete our online contact form or call us on 02890 813 121 (9am – 5pm Monday to Friday, excluding public holidays) and we will issue a returns number. This number should be clearly stated on all correspondence with us and you should make arrangements to ensure that we receive unwanted products within 14 days of issuing you with a returns number. Upon receiving your returned goods, we will apply a refund to the method you used to pay for the original transaction. This refund will be processed within 14 days of receiving your returned goods.

All returned goods should be unused and in a resalable condition. Please note we reserve the right to make a deduction from the total value of the refund for the loss in value of any goods supplied, if that loss has arisen from the result of unnecessary handling by the customer.

Okay, so I want to return my order. Who’s responsible for returning it to you?

It is your responsibility to arrange the return of any products you no longer require and to cover all packaging and carriage costs associated with their return. Please ensure your returns number is clearly stated on all communications with us. We recommend using a tracked service when returning your goods to us and ensure all product returns are adequately insured.

Are there any products I cannot return?

We are unable to accept returns on the following items, unless they are faulty or not as described:

  • Personalised products;
  • Products which have been made to order for you;
  • Oils, lubricants and consumables parts (e.g. fuel filters, air filters etc.) which have been opened;
  • Gift vouchers.

PRODUCT WARRANTIES

What warranty is supplied on products supplied by Cyril Johnston?

All products are supplied complete with a minimum, 2-year conditional, manufacturer’s warranty against manufacturing, material, design and component defect when used for non-commercial use. The warranty period commences on the date you receive your order and expires a minimum of 2 years thereafter.

Products purchased for commercial use i.e. for sale, hire, or reward are ordinarily covered by a minimum 90-day conditional warranty against manufacturing, material, design and component defect. The warranty period commences on the date you receive your order and expires 90 days thereafter.

All warranties are conditional upon the product being registered, assembled, used and serviced / maintained in accordance with manufacturer’s instructions. Some products may be supplied with a longer warranty at the discretion of the machinery manufacturer.

What items are excluded from the standard product warranty?

All consumable parts, service items and disposables (e.g. oils, lubricants, air filters, fuel filters, wipes, clothing etc.) are excluded from our standard warranty. All such products are however guaranteed to be as described on our website and fit for purpose. 

I’ve experienced a problem with a product I have ordered. Who should I contact?

If you experience any problems with a product purchased from Cyril Johnston, please e-mail us, complete our online contact form or call us on 02890 813 121 (9am – 5pm Monday to Friday, excluding Public Holidays). Please have the manufacturer’s reference number or product description available, so we can identify your product. Please also have your order reference number and the date of purchase ready to assist us with tracing the order.

My returned product has been found to be defective. What happens now?

We will arrange at our discretion for the product to be:

  • Repaired and returned to you, or;
  • Replaced and returned to you, or;
  • Refunded in full.

If you notified us of the defect within 30 days of receiving the product, you may request for us to refund the original purchase price of the product to you in full.

WARRANTY RETURNS

Whose responsibility is it to pay for and arrange the return of a product which is thought to be defective?

If we ask you to return a product which you believe to be defective under warranty, it is your responsibility to cover the initial carriage cost. You should make arrangements to return any items to us which you think may be defective within 14 days of notifying us of any defect. If you notify us of any defect within 30 days of receiving the product, you have the right to request a full refund.

If the warranty claim is upheld, we will reimburse the cost of carriage and return the repaired product to you at our expense. In the event a warranty claim is not upheld, it is your responsibility to cover all related shipping costs. Should a warranty claim be disputed, we will arrange for the product to be inspected by a manufacturer’s representative whose decision will be final.