This Refund & Return Policy sets out how Vorigon handles returns, refunds, damaged shipments and faulty goods. It applies to everything sold on Vorigon.com and works alongside our Order Cancellation Policy and Warranty & Replacement pages. Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by anything written here.

Returns and Refunds Are Accepted

Yes — Vorigon accepts returns and issues refunds. Here is the policy at a glance:

Item Our Policy
Returns accepted Yes
Refunds accepted Yes
Exchanges accepted Yes
Return window 30 calendar days from delivery (14 statutory + 16 goodwill)
Statutory cooling-off period 14 calendar days from the day after delivery
Return shipping cost — change of mind Paid by the customer (£9.99–£19.99 parcel, £59–£129 freight)
Return shipping cost — damaged, faulty or wrong item Paid by Vorigon — free to you
Restocking fee None (0%) for unused items in original condition
Deduction for reduced value Up to 20%, only where the item has been used or damaged beyond inspection
Refund timescale Within 14 days — usually 1–3 business days after inspection
Refund method Original payment method
Damaged shipment reporting window 48 hours from delivery
Defective product reporting window 30 days for a full refund; then the warranty applies

Return Window: 30 Days

You have 30 calendar days from the date of delivery to return an item to Vorigon.

  • Days 1–14: your statutory cooling-off period. You may cancel for any reason, with no explanation required, under the Consumer Contracts Regulations 2013. After telling us, you have a further 14 days to send the goods back.
  • Days 15–30: our own goodwill window. The same process applies, provided the item is unused and in its original packaging.
  • After 30 days: change-of-mind returns are no longer accepted, but faulty goods remain covered by our Warranty & Replacement policy and by your statutory rights for up to 6 years in England, Wales and Northern Ireland, and 5 years in Scotland.

Condition of Returned Items

To receive a full refund, the item should be returned:

  • Unused, with all protective film, tags and seals intact where possible
  • In the original box with the original internal packaging and pallet
  • Complete with every accessory, blade, nozzle, charger, battery, key, manual and fixing supplied
  • Free of fuel, oil and water — petrol machines must be fully drained before collection, as carriers will not accept fuelled engines

You are entitled to handle and examine goods as you would in a shop. Unpacking a mower, checking it over and testing that it powers on is fine. Running it on a lawn, fitting it into a wall, or fully assembling a cabinet goes beyond inspection, and we may deduct for the loss in value.

Restocking Fees

Vorigon does not charge a restocking fee. The restocking fee is 0% on every product in our catalogue when the item comes back unused and in its original packaging.

The only deduction we ever make on a change-of-mind return is a reduction in value deduction, permitted by regulation 34(9) of the Consumer Contracts Regulations 2013. It is capped at 20% of the item price and applies only where the goods come back worth less than they were sent out. Typical examples:

Condition on Return Deduction
Unused, original sealed packaging, all parts present 0%
Unpacked and inspected, repacked in original box 0%
Packaging missing or badly damaged 5–10%
Accessories, manual or fixings missing Cost of the missing parts, up to 20%
Visibly used, assembled, fuelled, scratched or with grass residue 10–20%

We photograph every return on arrival and email you the photographs before applying any deduction. If you disagree with our assessment, reply to that email and a manager will review it within 2 business days.

No deduction of any kind is ever applied when the item is damaged in transit, defective, incorrectly supplied, or cancelled before dispatch.

Return Shipping Costs

Reason for Return Who Pays Return Shipping Typical Cost
Changed your mind / no longer needed Customer £9.99–£19.99 parcel, £59–£129 freight
Ordered the wrong model or size Customer £9.99–£19.99 parcel, £59–£129 freight
Item arrived damaged in transit Vorigon Free
Item is defective or faulty Vorigon Free
Wrong item sent by us Vorigon Free
Item does not match its description Vorigon Free
Order cancelled before dispatch Not applicable Free

Exact return costs are quoted to you in writing before anything is collected, so you always know the figure in advance. Freight collections are arranged by us under our Freight Shipping Policy — please do not book your own courier for a pallet item.

How to Start a Return

  1. Contact us at info@vorigon.com, on +44 20 3996 1739, or through 24/7 live chat. Give your order number, the item and the reason.
  2. Receive your RMA number within 1 business day, together with return instructions and a cost quotation if one applies.
  3. Pack the item in its original box. Write the RMA number on the outside, not on the product box itself where possible.
  4. Send it back or wait for collection. Parcel returns go back with the label we supply; freight returns are collected by our carrier on a booked date.
  5. We inspect and refund. Inspection takes 1 to 2 business days from arrival and your refund is issued immediately afterwards.

Returns sent without an RMA number can be delayed or refused, because we cannot match them to an order. Please always contact us first.

Damaged Shipment Procedure

If your item arrives damaged, we will put it right at no cost to you. Follow these steps:

  1. Inspect before signing. Check the outer packaging for crushing, tears, punctures, water damage or a broken pallet.
  2. Mark the paperwork. Write “DAMAGED” on the carrier’s proof of delivery or handheld device before you sign, or refuse the delivery.
  3. Photograph everything — the outer packaging, the shipping label, the internal packaging and the damage to the item, ideally before and after unwrapping.
  4. Report it within 48 hours of delivery to info@vorigon.com with your order number and the photographs.
  5. Keep everything. Retain the item, the box and all packaging until the claim is closed. The carrier may need to inspect it.

What happens next: we acknowledge your report within 1 business day and confirm the resolution within 2 business days. You choose the remedy:

  • A free replacement, dispatched as a priority order
  • A free replacement part, where only one component is damaged and you are happy to fit it
  • A full refund including all delivery costs

Vorigon pays for the collection of the damaged item in every case. You are never asked to pay carriage, handling or restocking on a damaged shipment. Reporting after 48 hours does not automatically invalidate your claim — it simply makes the carrier claim harder, so please tell us as soon as you can and we will still do our best to help.

Defective Product Procedure

A product is defective if it is faulty, not of satisfactory quality, not fit for purpose, or does not match how it was described. Your remedy depends on how long you have had it:

Time Since Delivery Your Right What Vorigon Does
0–30 days Short-term right to reject (Consumer Rights Act 2015) Full refund, free replacement or free repair — your choice. We collect free of charge.
31 days – 6 months Right to repair or replacement Free repair or replacement. If that fails, a refund with a possible deduction for use. The fault is assumed to have been present at delivery unless we can show otherwise.
6–12 months Manufacturer warranty plus statutory rights Free repair or replacement under our Warranty & Replacement policy.
Up to 6 years (5 in Scotland) Statutory right to claim for goods that were faulty at the point of sale Assessed case by case; you may need to show the fault was present when the goods were supplied.

To report a fault, email info@vorigon.com with your order number, a clear description of the problem, and photographs or a short video showing the fault. Include the model and serial number from the machine’s rating plate. We respond within 1 business day and aim to confirm a resolution within 2 business days.

We may ask you to carry out one or two simple checks first — confirming the battery is charged, the safety key is inserted, the fuel is fresh, or a filter is clear. This is not an attempt to delay your claim; it resolves a good proportion of reported faults within minutes and saves you waiting for a collection.

Refund Timescales

Every refund is issued within 14 calendar days. In practice we are much faster:

  • Cancelled before dispatch: refunded within 1–2 business days of your cancellation.
  • Returned goods: refunded within 1–3 business days of the goods arriving and passing inspection, and always within 14 days of receiving them back or of you supplying proof of return, whichever is earlier.
  • Damaged or defective items: refunded as soon as the claim is approved, without waiting for the goods to arrive back in stock.

Refunds go to the original payment method. Once we release a refund, the time it takes to appear depends on your bank — typically 3 to 5 business days for cards and 1 to 3 business days for PayPal. We email you a refund confirmation with the amount and date. Further detail is in our Billing Policy.

Exchanges

If you would prefer a different model, tell us when you start your return and we will process it as an exchange. Price differences are refunded or charged as appropriate. Exchanges for damaged, defective or incorrectly supplied items are free. Change-of-mind exchanges follow the same return shipping rules as ordinary returns, but we only charge outbound delivery once.

Items We Cannot Accept Back

  • Items returned more than 30 days after delivery, unless faulty
  • Machines returned with fuel or oil still in them, which carriers refuse to handle
  • Items damaged by misuse, accident, unauthorised modification or incorrect assembly
  • Consumables and wear parts that have been used, such as blades, chains, lines, filters, spark plugs and nozzles
  • Items bought from another retailer — we can only accept back what we supplied, as explained in our Authorized Retailer & Authenticity page

Complaints

If you are unhappy with how a return or refund has been handled, email info@vorigon.com with “Complaint” in the subject line. A manager will respond within 3 business days and we aim to resolve every complaint within 14 days. If you remain dissatisfied, you can contact Citizens Advice consumer service on 0808 223 1133 for free independent guidance.

Related Pages

Contact Details

  • Store Name: Vorigon
  • Website: Vorigon.com
  • Address: 23 Wharfside, Rosemont Road, Wembley, HA0, United Kingdom
  • Phone: +44 20 3996 1739
  • Email: info@vorigon.com
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT/BST). Closed on weekends and UK public holidays.
  • Chat Support: Available 24/7 through the live chat window on Vorigon.com

You can also reach us through our Contact Us page. We reply to every email within 1 business day.