Frequently Asked Questions
What is the UK Delivery Charge?
Owen Garden Machinery offers free nationwide delivery on all orders to the UK mainland. Orders to the Scottish Highlands/Islands, Channel Islands, Isle of Man, Isle of Wight, Scilly Isles, Northern Ireland and Republic of Ireland will have an additional delivery cost of £15 + VAT.
Where do we Deliver to?
We deliver to the UK mainland free of charge and deliveries to the Scottish Highlands/Islands, Channel Islands, Isle of Man, Isle of Wight, Scilly Isles, Northern Ireland and Republic of Ireland will have an additional delivery cost of £15 + VAT. Larger items, such as ride-on mowers and ATVs, are eligible for free delivery within 30 miles of our showroom in Ashbourne, Derbyshire (DE6 1HA).
How Long Will My Delivery Take?
All items on our website state a delivery time, however this should only be used as a guide. Most smaller items will be with you in 1-3 days and larger items will be with you in 3-6 days. We regularly update our website, but we cannot always guarantee that our suppliers will have the products in stock. If this is case, we will notify you as soon as possible via telephone or email.
Can I Order Online and Collect In-Store?
If you would like to order item online and collect it in-store, please state this in the additional notes box in the checkout process. However, please call or email us to check the availability before checking out.
How Secure is my Information When I Place an Order?
All sensitive information, including personal details and credit card information, is kept confidential through encryption as we use a 128-bit Secure Socket Layer (SSL). This means that information can only be exchanged between you and Owen Garden Machinery and that no third party can access this data. A padlock symbol is normally displayed by your browser to show when a webpage is covered by this security system.
Can I Place a Telephone Order?
If you wish to speak to one of our sales advisors, our office is open from 8:30 – 5 Monday to Friday and 8:30 – 12:30 on Saturday. Our sales team will be able to take payment over the phone and process your order for you if you are having trouble ordering online.
Where are my Goods Dispatched From?
Most of our goods are dispatched from our central warehouse located in Ashbourne, Derbyshire. In some cases, your items may be delivered to you directly from the manufacturer to increase the speed of the delivery. All items are delivered by UK Mail, Royal Mail and XDP (unless stated otherwise).
What Payment Methods do you Accept?
Owen Garden Machinery accepts all major debit and credit cards, including American Express, but we also accept PayPal. If you would rather by BACS, this is also accepted. We accept cheques but please allow 10 working days for the cheque to clear and for us to dispatch your goods. Our showroom also accepts cash payments.
When is Payment Taken?
Once your order has been accepted, the payment will be taken.
Can I Return a Faulty Product?
If you purchase a faulty product from Owen Garden Machinery and the product is not of satisfactory quality, fit for purpose or as described, we will offer a repair, exchange or refund as appropriate. This is in accordance with your legal rights under the Consumer Rights Act 2015. Any such products can be returned to us free of charge. Simply contact Owen Garden Machinery and we can arrange a collection on your behalf. *Subject to inspection.
What Happens if I No Longer Want My Item?
If you are a consumer, you have the right to cancel the order in writing by fax, letter or an email within 14 working days after the day on which the goods are received. Without giving a reason, the full price and delivery charge will be refunded.
The cost of returning the product is your responsibility. The product should be returned as soon as possible and should you fail to do so, Owen Garden Machinery are entitled to charge you for the costs of recovery for the goods. Whilst the item is in your possession, you have a duty to take reasonable care of the goods.
If we receive your product during the cancellation period and it is not in a reasonable condition, this may allow us to make a claim for the breach of your statutory duty to take reasonable care of the goods. All returned products of this nature are photographed on arrival at our goods in department. Goods must be received in an unused and re-sealable condition.
When Will I Receive my Refund?
Once the goods have been received into our warehouse and they have been inspected, your refund will be granted. Funds will usually appear back into your account within 3 working days once the refund has been processed.
When Should I Get My Machine Serviced?
We recommend servicing your machine at least once a year. The demand for our services is always high between October and April each year, which makes early booking advisable. During the winter months, we offer a winter servicing offer. This will give you 10% off the service cost and ensure that your machinery is ready to go at the start of the new season.
How Much Does a Service Cost?
As there are so many makes and models of machinery, we are unable to charge one price. Please call or email us to receive a quote.
How Do I Book a Service?
To book your machine in for a service or repair, simply call us on 01335 345225 or email us at [email protected].
How Long Does a Service Take?
The time taken to carry out a service depends on the type of machine and the its overall condition. Generally, a walk behind mower would take 2 hours to service and a ride-on mower would take 3 hours. However due to the demand for our services, we cannot service your machine on the day that it arrives at our workshop. Please contact us to find out when your machine will be ready.
My Machine was Working When I Put it Away, Why Won’t it Start?
Quite often starting problems are a result of stale fuels. Modern fuels have a very short shelf life and generally go stale after about 4 to 8 weeks. If you are not planning on using your machine during this period, we recommend running your machine dry and then re-filling the machine with fresh fuel when you come to use it. Avoid using fuel that has been kept in a container as this will have also gone sale and may contain water due to condensation.
What Type of Mower Should I Buy?
After deciding whether you want a push or self-propelled mower and what cutting width you desire, you need to consider whether you want to collect, discharge or mulch the grass. Collecting grass clippings is usually seen as the tidiest grass cutting method whereas a discharge mower is ideal for multi-tasking as long as you don’t mind having grass cuttings spread across the lawn. Alternatively, you can mulch your lawn which is seen as the quickest method as there is no need to empty a collector and allows the grass cuttings to return to the lawn as a natural fertiliser.
Next you need to consider what power source suits you. Mains electric mowers are perfect for lawns where the nearest mains socket is no further than 10m away than the furthest working point. Cordless battery mowers are much more versatile compared to an electric mower as they are portable but sometimes just as powerful as a petrol mower. Petrol mowers are the traditional choice and are suitable for larger or rougher areas, as they produce more power.
If you do not want to mow your lawn at all, we supply a range of robotic mowers from leading manufacturers, such as STIHL and Husqvarna. Simply sit back and let the robotic mower do the work for you.
Can You Collect My Machinery?
Owen Garden Machinery are able to collect all your garden machinery, whether it’s a ride-on mower, ATV / quad bike, lawnmower or even a compact tractor. Our dedicated delivery drivers will travel anywhere within a 30-mile radius of our workshop in Ashbourne, Derbyshire (DE6 1HA). Our drivers will come out and pick your machine up, bring it back for the required work and return the machine back to you in working condition for just £28 + VAT.