Delivery & Returns Information
The Arta Garden delivery procedure is an extension of our philosophy; choice, quality products & service all at the right price.
Delivery Status Information
WE ARE CURRENTLY ENCOUNTERING DELAYS ON DELIVERIES DUE TO THE COVID-19 PANDEMIC, AFFECTING DELIVERY TIMES, DUE TO REDUCED STAFFING LEVELS AND COURIER SUPPLIERS. PLEASE ADD 4-6 DAYS ONTO THE ADVERTISED DELIVERY TIMES AS A GUIDE, ALTHOUGH WE ARE DOING EVERYTHING WE CAN TO EXPEDITE YOUR ORDERS.
PLEASE NOTE THAT OVER THE EASTER BANK HOLIDAY PERIOD THERE ARE NO DELIVERY SERVICES RUNNING – ANY ORDERS PLACED DURING THIS PERIOD WILL NOT BE PROCESSED UNTIL TUESDAY 14TH APRIL.
THANK YOU FOR YOUR PATIENCE AND STAY SAFE.
THE ARTA GARDEN TEAM.
Despatch estimates given in working days. Orders placed after 4pm on Fridays will not be processed until the next working day (usually the Monday, unless there is a bank holiday).
Orders for electric products are normally shipped within 24 hours of order (excluding weekends and bank holidays). Once your order has been despatched we will send you an email containing tracking information which can be used to check the status of your delivery.
Orders for petrol products will undergo a pre-delivery inspection to ensure that they are in full working order before shipping. This means that it will be a little bit longer before these products are despatched but we’ve found this saves a lot of time and eliminates potential running issues. We aim to ship these within 48-72 hours (excluding weekends and bank holidays).
Delivery will usually be on the following working day after despatch for international orders.
We will also be able to provide a delivery time estimate. You can put through your order on the website as usual, but please be aware we will be in contact with a delivery quote prior to dispatch.
All deliveries are sent out Monday to Friday and couriers used will depend on package size. Currently we’re using Local Cargo Services (for Singapore and Indonesia) and International Couriers (for International Orders). Small packages such as spare parts will be sent out via TNT, DHL and UPS service.
Some of our couriers allow Saturday delivery, which we can organise for you at an additional charge. For more information and to receive a quote for this service, just email email@example.com. Although all efforts are made to ensure this service is successfully completed we do not have access to contact any of our couriers on a Saturday. We do not book Saturday deliveries with TNT as this cannot be guaranteed.
Please note we are closed bank holidays and during the period from Christmas Eve until the New Year. Orders will not be processed or dispatched during this time.
Returns & Right To Cancel
You have the right to cancel from the moment your order has been placed until 14 days from the date you have received your goods.
The goods should be returned to us in a re-saleable & unused condition with all parts and paperwork, and in the original packaging. If you’re exchanging your goods it is helpful if you include details of the item you would like. The return cost is the responsibility of the customer (unless return is due to our error).
If you have changed your mind and would like to cancel, simply send us an email to firstname.lastname@example.org with the subject line ‘Order Cancellation’. Please include your name, address and order number so we can find and process your cancellation quickly. If your order hasn’t been despatched you will be notified and receive your refund within 14 days (although this is usually much quicker).
For goods which arrive faulty, or which later develop a fault, you have 30 days to let us know so we can rectify the situation. See below for full details.
Before any petrol machine leaves our warehouse we remove it from the box and get it up and running to make sure everything’s working. This significantly reduces the chance that anything will arrive with you faulty.
We ask that, if possible, you check your goods when you receive them from the courier and mark on the delivery note if there is any damage. If you don’t have time to check, write ‘order not checked’. Let us know if your goods have been damaged in transit as soon as possible either by emailing email@example.com.
If you discover a fault:
In the unlikely instance that your order arrives faulty, email us as soon as possible at firstname.lastname@example.org. We will arrange for your goods to be collected, and then we will replace, exchange or refund the product depending on your wishes. You have the right to a full refund on faulty goods which we have been made aware of within 30 days of delivery.
If you have had your goods for between 30 days and six months when a fault develops, we will repair or replace the goods (what we do here is up to you, but we may need the goods back for an initial assessment to make check that the fault hasn’t been caused by operator error). If we are unable to repair or replace, you will be entitled to a refund. You can also request that we make further attempts at repairing the goods.
All products purchased from Arta Garden come with a full manufacturer’s warranty, the length of which will be stated in the product description on our website. Specific manufacturer’s requirements highlighting exclusions to warranty coverage will be stated within the owner’s handbook.
At Arta Garden we register all Hayter, Honda, Husqvarna, Atco & Toro product sales directly with the manufacturers for warranty purposes. Products from alternative manufacturers should be registered directly with the manufacturer by the customer to ensure that any extended warranty advantages are claimed.
Regardless of the length of your warranty, it is imperative that you adhere to the following:
- It is your responsibility to make sure that your garden machinery gets the maintenance it requires to keep it in peak condition. This includes, as a minimum, proof of annual servicing by an experienced horticultural servicing specialist, for the length of the warranty period.
- Regular cleaning of machinery is essential to keep it in good working order. Neglect or failure to comply with this requirement could lead to the premature wear-and-tear of important components. You could be risking your warranty if you don’t carry out basic monthly maintenance.
- Do not let minor problems manifest into major faults. As soon as you suspect your purchase is not functioning as it should be, report this malfunction to the most appropriate agent to hand (see below). Failure to address minor faults that ultimately cause your machinery to cease working properly could invalidate your warranty.
If you feel that you have a valid warranty claim or experience any difficulty operating your new purchase, we strongly advise that you make contact with us at the earliest opportunity. We will endeavour to remedy your problem in the most appropriate way possible.
The majority of the manufacturers we deal with have a network of service dealers covering the worldwide and if you experience a problem with your machine we will attempt to put you in touch with your nearest authorised service dealer. If this is not possible or cannot be arranged in a timely fashion then we will collect the machine from you and return it here to our workshop where it will be repaired and then returned to you in working order.
Collection of the faulty goods will be from your original delivery address. We will instruct our chosen carrier to collect the item from you on a specified day. For this method to work properly, the machine, if fitted with a petrol engine, will need to be drained of engine oil and petrol and packaged in a way as to protect it from the rigours of the courier network. We strongly advise that you fold down and retain the original packaging your purchase was supplied to you in.
Please ensure you keep your original proof of purchase or a copy of it in a safe place. It might be necessary to produce this in the case of any claim against warranty.
Items returned to Arta Garden for repair will be worked on by industry trained and qualified members of staff. If we find that a piece of machinery returned to us is faulty due to user error or inappropriate treatment and does not qualify as a claim against warranty, we will contact you to discuss the best way forward and any costs you are responsible for.