​Returns

Subject to your statutory rights and the terms below, you may request a return within 14 days of receiving your order.

Before returning any machinery, equipment or other products purchased outside of our online shop, you must contact us at support@ch-plant.co.uk, quoting your order number and the reason for the return.

Returns must be authorised by CH Plant LTD before being sent back.

Unless the item is being returned because it is faulty, damaged, incorrectly supplied, or you otherwise have a legal right to return it in its current condition, returned products should:​

• Be unused and in the same condition as when received.

• Include all components, accessories, manuals and other items originally supplied.

• Be returned in the original packaging where reasonably possible.

• Be securely packaged to prevent damage during transport.

• Be accompanied by proof of purchase or the relevant order number.

Machinery & Equipment Returns

Due to the size, weight and nature of machinery and equipment, all machinery and equipment returns must be securely transported on a suitable pallet, unless CH Plant LTD agrees to an alternative return method in writing.

Customers must not operate, modify, dismantle or install machinery that they intend to return, except where reasonably necessary to inspect the goods or establish whether there is a fault.​

Where machinery has been used beyond what is reasonably necessary to inspect it, your right to return the product may be affected and, where permitted by law, a deduction may be made to reflect any reduction in its value.​

Used Machinery & Equipment

Where a product is advertised and sold as used, refurbished or reconditioned, its age, condition, hours of use and any disclosed cosmetic or operational imperfections should be taken into consideration.

Any material faults or defects known to CH Plant LTD will be described where appropriate before sale.

This does not affect any statutory rights that apply to faulty goods or goods that do not match their description.

Faulty, Damaged or Incorrect Items

Please inspect your machinery or equipment as soon as reasonably possible after delivery.​

If an item arrives damaged, appears faulty, or is different from what you ordered, contact support@ch-plant.co.uk as soon as possible.

Please provide:

• Your order number.

• A description of the problem.

• Photographs or videos showing the damage or fault where appropriate.

• Photographs of the packaging and pallet if the item was damaged during delivery.

We will assess the issue and advise you of the appropriate next steps. Depending on the circumstances and your applicable legal rights, this may include a repair, replacement or refund.

Please retain the original packaging and pallet until any delivery damage claim has been assessed.​

Refunds

Once we receive and inspect an authorised return, we will notify you of the outcome.

Where a refund is due, it will normally be issued to the original payment method.

Please allow up to 10 business days after the refund has been processed for it to appear in your account. Processing times may vary depending on your bank or payment provider.​

Return Shipping & Collection Costs

Unless the product is faulty, damaged, incorrectly supplied, or CH Plant LTD is otherwise legally responsible for the cost of return, the customer is responsible for arranging and paying for the return of the product.

All machinery and equipment must be appropriately secured and, unless otherwise agreed by us, returned on a suitable pallet.

Because machinery may require specialist freight services, please contact us before arranging transportation.

We strongly recommend using an appropriately insured and trackable transport service. CH Plant LTD cannot accept responsibility for damage or loss occurring during customer-arranged return transportation where the risk remains with the customer.​

Non-Returnable Items

Subject to applicable statutory rights, we may be unable to accept returns of:

• Machinery or equipment that has been modified, altered or damaged after delivery.

• Products manufactured, configured or ordered specifically to the customer’s requirements.

• Custom-made or personalised products.

• Parts that have been fitted, used or damaged after delivery where there is no applicable fault or other legal right to return.

• Products returned incomplete or without components originally supplied, where this affects our ability to accept the return.

These exclusions do not limit your statutory rights where goods are faulty, incorrectly described or where you otherwise have a legal right to a remedy.​

Exchanges

If you would like to exchange an eligible product, please contact support@ch-plant.co.uk.

Exchanges are subject to availability and may require payment or refund of any difference in price, as applicable.​

Order Cancellations

If you wish to cancel an order before dispatch, please contact support@ch-plant.co.uk as soon as possible.

If your order has already been dispatched, different cancellation and return arrangements may apply depending on whether you purchased as a consumer or a business and the circumstances of the sale.

Any statutory cancellation rights that apply to your purchase remain unaffected.​

Business Customers

Different legal rights may apply where machinery or equipment is purchased wholly or mainly for business purposes rather than as a consumer.

Where applicable, business-to-business purchases may also be subject to CH Plant LTD’s separate Terms & Conditions of Sale, including any agreed provisions concerning returns, warranties, delivery, risk and liability.

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CH Plant – Online Shop Returns & Refunds Policy

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Last Updated: October 2026

At CH Plant, we aim to provide quality products and a reliable shopping experience. We understand that occasionally a customer may need to return an item, and we aim to make the process as straightforward as possible.

This Returns & Refunds Policy applies to products purchased directly through the CH Plant online shop.

Larger machinery, excavator attachments, specialist equipment and products purchased through direct quotations, invoices or separately agreed sales arrangements may be subject to our separate Machinery & Attachments Returns Policy, subject to applicable statutory rights.

1. Returns Within 14 Days

Customers purchasing eligible products through our online shop may request a return within 14 days of receiving their order.

For consumers, this includes the statutory right to cancel most online purchases within 14 days of delivery without providing a reason.

To request a return, please contact CH Plant within the applicable return period, providing your order number and details of the product you wish to return.

Following notification of cancellation, consumers exercising their statutory cancellation rights must return the goods within a further 14 days, unless CH Plant has agreed to collect them.

For business customers, change-of-mind returns are offered under our voluntary returns policy and are subject to the conditions set out below.

2. Conditions for Returning Items

For voluntary returns, products must be:

• Unused and in a resaleable condition.

• Free from damage, modification or excessive handling.

• Complete with all supplied components and accessories.

• Returned with original packaging where reasonably possible.

• Accompanied by proof of purchase or a valid order number.

For statutory consumer cancellations, customers may inspect and handle goods as reasonably necessary to establish their nature, characteristics and functioning.

Where handling exceeds what is reasonably necessary and reduces the value of the goods, CH Plant may make a deduction from the refund where permitted by law.

Missing or damaged original packaging will not, by itself, invalidate a consumer’s statutory cancellation right.

3. How to Request a Return

To arrange a return, please contact our customer service team using the contact details provided on the CH Plant website.

Please include:

• Your order number.

• Your name and contact information.

• The product you wish to return.

• The reason for the return, if you wish to provide one.

• Photographs where the item is damaged, faulty or incorrect.

Our team will provide return instructions and, where appropriate, a return reference.

Customers exercising statutory cancellation rights do not need to wait for return authorisation before notifying us of their decision to cancel.

Please ensure returned items are packaged securely to minimise the risk of damage during transportation.

4. Return Postage and Shipping Costs

For unwanted goods returned under a change-of-mind cancellation, customers are responsible for the direct cost of return postage or transportation where this has been properly communicated before purchase.

CH Plant does not normally provide free return postage for unwanted items.

Customers may use a suitable courier or postal service and are advised to retain proof of postage or tracking information.

For bulky products that cannot normally be returned by post, any applicable return transport costs or reasonable estimates will be communicated before purchase as required by law.

Where goods are faulty, damaged, misdescribed or incorrectly supplied, CH Plant will arrange or reimburse reasonable return costs where required by law.

5. Refunds

Once returned goods have been received, CH Plant will inspect them where necessary and confirm the outcome of the return.

For valid statutory consumer cancellations, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first, subject to applicable legal requirements.

Refunds will be made using the original payment method unless the customer expressly agrees otherwise.

Where required by law, refunds will include the original standard delivery charge.

Additional charges paid for premium, express or enhanced delivery services are not refundable beyond the cost of the least expensive standard delivery option offered.

Where a voluntary business return is accepted, refunds will be processed in accordance with the agreed return conditions.

Your bank or payment provider may require additional time to display the refund in your account.

6. Restocking Fees

CH Plant does not charge a restocking fee when a consumer exercises a valid statutory right to cancel an eligible online purchase.

For voluntary returns by business customers, a reasonable restocking or handling fee may apply where this has been clearly communicated and agreed as part of the applicable purchase or return terms.

Any applicable fee will be confirmed before a discretionary return is accepted.

Products purchased outside the online shop, including larger machinery and attachments purchased through direct quotations or invoices, are covered by our separate Machinery & Attachments Returns Policy, under which variable restocking charges may apply.

No restocking fee will be charged where a customer is legally entitled to a refund for faulty, misdescribed or otherwise non-conforming goods.

7. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or different from the product ordered, please contact CH Plant as soon as reasonably practicable.

Where possible, include photographs of the item, packaging and any visible damage to assist with our investigation.

Depending on the circumstances and your legal rights, CH Plant may offer:

• A repair.

• A replacement.

• An exchange for an agreed alternative.

• A partial refund.

• A full refund.

For consumer purchases, statutory rights under the Consumer Rights Act 2015 apply, including applicable rights to reject faulty goods, request repair or replacement, or obtain a price reduction or refund.

Customers are not required to accept a repair or replacement where they are legally entitled to reject the goods and receive a refund.

Any reasonable return costs associated with a valid claim for faulty or incorrectly supplied goods will be handled in accordance with applicable law.

8. Non-Returnable and Excluded Items

Certain products may not qualify for voluntary change-of-mind returns, including:

• Products that have been used, modified or damaged after delivery.

• Goods returned incomplete or in a condition unsuitable for resale.

• Products specially manufactured or modified to a customer’s individual requirements.

• Products ordered specifically under separately agreed non-returnable trade terms.

• Items that fall within a recognised statutory cancellation exception.

These exclusions apply only where legally permitted.

Goods are not automatically excluded from statutory consumer cancellation rights simply because they are specially ordered, expensive or not normally held in stock.

Nothing in this section affects statutory rights relating to faulty or non-conforming goods.

9. Returns After 14 Days

If you wish to return an unwanted item outside the applicable 14-day cancellation period, please contact CH Plant.

Returns outside this period may be considered at our discretion, depending on the product, its condition and the circumstances of the request.

Where a discretionary return is approved, CH Plant may offer a refund, exchange or store credit subject to agreed conditions.

Any applicable handling or restocking charges will be communicated before the return is accepted.

Statutory rights relating to faulty or non-conforming goods continue to apply beyond the change-of-mind return period.

10. Exchanges

If you have ordered the wrong item or require an alternative product, please contact CH Plant to discuss an exchange.

Exchanges are subject to product availability and the applicable return conditions.

Any difference in product price or additional delivery charges will be confirmed before the exchange is processed.

Where a consumer has a statutory right to cancel, requesting an exchange does not remove that right.

11. Lost or Damaged Return Parcels

Customers are encouraged to use a tracked and appropriately insured delivery service when returning unwanted goods.

For returns arranged by the customer, responsibility for loss or damage during return transportation will depend on the applicable contract and law.

Where a consumer has validly cancelled an online purchase and provides satisfactory evidence of having sent the goods back, CH Plant will comply with the statutory refund requirements.

Where CH Plant arranges collection, customers should ensure the goods are reasonably packaged and available at the agreed collection time.

12. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, please contact CH Plant as soon as possible.

Where a consumer has a statutory right to cancel an eligible distance contract, that right may be exercised before the goods are delivered.

For business customers, cancellation requests will be considered in accordance with the applicable contract terms.

Where an order is validly cancelled before dispatch and no lawful deductions apply, a full refund will be issued.

13. Contact CH Plant

For returns, refunds, exchanges or questions about your order, please contact our customer service team.

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Contact Us

For returns, refunds, damaged deliveries or other questions regarding this policy, please contact:

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CH Plant LTD
Email: support@ch-plant.co.uk
Returns Address:
4 Razorbill Court
Harrier Way
Yaxley
Cambridgeshire
PE7 3WL
United Kingdom

Website: ch-plant.co.uk

 

Please contact us before returning any machinery or equipment. Do not send returns to the above address without prior authorisation from CH Plant LTD.