RockMow is a trading division and trading style of Allett Limited. This Returns Policy applies to products purchased directly from the RockMow website. It is designed to explain how returns, cancellations, exchanges, damaged items and refunds are handled for our robotic mower products and accessories. Nothing in this policy affects your statutory rights.
We offer a 30-day returns policy, which means you have 30 days after receiving your item to contact us and request a return. This is in addition to your statutory rights under UK consumer law.
To request a return, please contact us at hello@rockmow.co.uk with your order number, proof of purchase and the reason for your return. Items sent back to us without first requesting a return may not be accepted.
To be eligible for a change-of-mind return under our 30-day policy, the item must be returned in a condition that allows it to be resold, unless the item is faulty or not as described. For robotic mowers, this means the mower, docking station, charger, cables, boundary wire, fixing pegs, blades, manuals, accessories and any other supplied components must be complete, clean, undamaged and returned in the original packaging where reasonably possible.
You may inspect the product in the same way you would be able to inspect it in a shop. However, robotic mowers must not be installed, programmed for normal garden use, used for mowing, registered in a way that prevents resale, damaged, modified, or returned with missing parts if you are returning the item because you have changed your mind.
If a returned product has been handled, used, installed, damaged, soiled, altered, or returned incomplete beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value. This does not apply where the product is faulty, not as described, or where you are exercising a legal remedy that cannot be restricted.
If you are a consumer and you purchase online, you normally have the legal right to cancel your order without giving a reason from the date you place the order until 14 days after the day you receive the goods. If your order is delivered in multiple parts, the 14-day period will normally run from the day after you receive the final part of the order.
To cancel under your statutory cancellation rights, you must clearly tell us that you wish to cancel by contacting hello@rockmow.co.uk. You do not need to give a reason, although it may help us process your request more quickly if you include your order number and contact details.
After telling us you wish to cancel, you must send the goods back or make them available for collection without undue delay and no later than 14 days from the day you informed us of your cancellation.
For change-of-mind returns, you are responsible for the cost of returning the goods unless we have agreed otherwise in writing. Due to the size, weight and value of robotic mower products, we may provide return instructions, arrange a courier collection, or provide a return shipping label. Where we provide a label or arrange collection for a change-of-mind return, the reasonable return cost may be deducted from your refund unless we confirm otherwise.
You are responsible for ensuring the product is packaged securely for return. We recommend using the original packaging and all protective inserts where possible. If the product is damaged in return transit because it was not packaged securely, we may reduce the refund to reflect the loss in value.
Please inspect your order as soon as possible after delivery and contact us promptly at hello@rockmow.co.uk if the item is defective, damaged in transit, missing parts, or if you have received the wrong item. Please include your order number, a description of the issue and photos or videos where relevant, so that we can assess the problem and put it right.
If your product is faulty, not as described, or not of satisfactory quality, your rights under the Consumer Rights Act 2015 apply. This may include the right to reject faulty goods within 30 days of delivery for a refund, or the right to a repair or replacement depending on the circumstances and timing. We will not limit or exclude any rights that you are legally entitled to.
If the return is due to a confirmed fault, damage, missing parts, or an error on our part, we will cover reasonable return shipping or collection costs.
We cannot accept change-of-mind returns for items that have been installed, used for mowing, damaged after delivery, modified, paired or registered in a way that prevents resale, or returned with missing components, unless the item is faulty or you have another legal right to return it.
We also cannot accept returns of products that have been made to your specification, personalised, specially ordered, or customised, unless they are faulty, not as described, or otherwise covered by your statutory rights.
Gift cards are non-refundable, except where required by law. Sale or promotional items may be returned in accordance with your statutory rights and this policy unless clearly stated otherwise at the time of purchase.
If you would like to exchange a product, please contact us at hello@rockmow.co.uk. Depending on stock availability and the condition of the returned item, we may arrange an exchange or advise you to return the original item and place a new order. Any price difference, delivery cost or return cost will be confirmed before the exchange is processed.
Once we have received and inspected your return, we will let you know whether the refund has been approved and whether any deduction applies due to missing parts, damage, installation, use, or loss in value. If approved, your refund will be made to the original payment method.
Where you are exercising your statutory right to cancel, we will refund you within 14 days of receiving the goods back or receiving evidence that you have sent the goods back, whichever is earlier. We may withhold the refund until the goods are returned or you provide evidence that they have been sent back.
Where applicable, we will refund the standard outbound delivery cost. If you chose a more expensive delivery option than our standard delivery service, we are only required to refund the cost of standard delivery. Return shipping costs for change-of-mind returns are your responsibility unless we confirm otherwise.
Please remember that your bank, card provider or payment provider may take additional time to process and show the refund in your account. If more than 15 business days have passed since we approved your refund, please contact us at hello@rockmow.co.uk.
If you purchase products for business, commercial, trade, resale or professional use, different rights may apply. Please contact us at hello@rockmow.co.uk so that we can review your request in line with the applicable terms and circumstances.
For any returns, refund, exchange or cancellation questions, please contact us at hello@rockmow.co.uk.