Returns, Refunds and Replacements

These terms apply to all sales by Lion Machines Ltd. Your rights depend on whether you are a Private Consumer (individual buying outside business) or a Business Customer (buying for trade, business or profession).

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Private Consumers

14-Day Cooling-Off Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your machine or parts. You do not need to give a reason.

To cancel, email hello@lionmachines.co.uk within 14 days of delivery, stating you wish to cancel. You then have 14 days to return the goods.

We will refund the purchase price and standard delivery cost within 14 days of us physically receiving the returned goods. Refunds go to the original payment method.

You are responsible for the cost of returning the goods. The goods remain your risk until they reach us.

If you have handled the machine beyond what is necessary to establish its nature, characteristics and function, we may deduct the loss in value from your refund.

Return Conditions for Cooling-Off

Returned goods must be:

• In the same condition as delivered
• Clean and free of dirt, debris, or site contamination
• Drained of all fuel, oil, and hydraulic fluid
• In original packaging and crating where reasonably possible
• Complete with all accessories, manuals, keys, and components listed as included

You must use an insured, tracked haulage service. You are responsible for securing the machine for transit and for any damage caused in transit. We photograph all machines before dispatch and on return. Deductions will be made for:

• Missing components or accessories
• Damage caused by inadequate packaging or transit
• Fuel, oil, or hydraulic fluid present in the machine
• Dirt, mud, or site contamination
• Wear or damage from use beyond inspection

Do not send goods back before we confirm the return address. This instruction applies to cooling-off cancellations. For statutory rejections of faulty goods within 30 days, we will arrange collection at our expense once the claim is confirmed.

UK Service Network — 12 Months

We maintain a partner service centre network across the UK. For 12 months from delivery, if your machine develops a fault, requires parts replacement, or needs repair, email hello@lionmachines.co.uk to request a service call. We aim to log your request within 24 hours and arrange repair through a partner service centre. Where the fault is covered under your statutory rights or our 12-month warranty, the repair and any required parts will be at our expense.

Faulty, Not Fit for Purpose, or Not As Described

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. A claim must fall into one of the three categories below. General dissatisfaction, change of mind, or comparison with more expensive brands does not qualify.

1. Not of Satisfactory Quality

A machine is not of satisfactory quality if it has a defect that a reasonable person would not accept in a new mini excavator at this price point. This includes:

• Structural failure: crack or fracture in the boom, arm, chassis, or bucket linkage that makes operation unsafe
• Catastrophic engine failure: engine seized, cracked block, or complete internal damage that renders the engine beyond repair
• Total hydraulic system failure: catastrophic pump failure or multiple cylinder failures that render all hydraulic functions inoperable
• Chassis or frame weld failure: structural weld separation in the main frame or undercarriage
• Total track drive failure: both track motors or final drives inoperable, rendering the machine immobile
• Missing safety-critical components: absence of safety guards, ROPS frame, or emergency stop where fitted as standard, making operation illegal or unsafe
• Engine will not start or runs poorly
• Hydraulics operate below optimal pressure or one function is slow
• Single seal or line leak

This does not include:

• Minor paint imperfections, overspray, or surface rust on unpainted cast components
• Visible weld seams or casting marks
• Light hydraulic fluid or engine oil residue from factory testing
• Rubber track tension variation within the manufacturer specified range
• Transit scuffs, dust, or protective film residue that does not expose bare metal or affect function
• Subjective dissatisfaction with performance, noise, or handling compared to premium-brand machines
• Defects that can be repaired or parts that can be replaced by our UK service network within 14 days of your report, at our expense

2. Not Fit for Purpose

A machine is only not fit for purpose if it cannot perform the specific tasks or meet the specific specifications stated on the product page at the time of order, and this cannot be corrected by our service network. This means:

• Advertised digging depth cannot be physically achieved due to incorrect boom geometry (not adjustable)
• Advertised engine brand or type is not fitted (e.g. stated Yanmar, different engine supplied without notice)
• Advertised quick-hitch or feature listed as included is not fitted and cannot be retrofitted

This does not include:

• Tasks not stated on the product page
• Performance below your expectations but within stated specifications
• Use in conditions, terrain, or applications beyond what the product page describes as suitable
• Issues that can be corrected or adapted by our UK service network within 14 days of your report, at our expense

3. Not As Described

A machine is only not as described if there is a material difference between the product page and the machine delivered that cannot be corrected. This means:

• Wrong model or SKU delivered
• Missing components listed as standard in the "What's Included" section that cannot be supplied and fitted
• Material specification deviation from the stated spec (e.g. weight, engine type, dimensions) outside normal manufacturing tolerance of ±5%, where the deviation makes the machine unfit for the stated purpose

This does not include:

• Accessories or implements shown in lifestyle photography but not listed as included
• Minor specification variance within normal manufacturing tolerance
• Colour or finish differences between screen display and physical product
• Issues that can be corrected by our UK service network within 14 days of your report, at our expense

Process for Fault Claims

1. Stop using the machine immediately. Continued operation may void your rights.
2. Email hello@lionmachines.co.uk with:
   • Order number and machine serial number
   • Clear photos or video showing the fault
   • Hour meter reading
   • Description of what happened and when
3. We will assess your claim. We reserve the right to inspect the machine or appoint an independent assessor before confirming any fault.
4. If we agree a fault exists and was present at delivery:
   • Within 30 days: You have the statutory right to reject the machine for a full refund for any fault listed above. We will offer repair or replacement through our UK service network as the fastest resolution, but you are not obliged to accept this if you wish to exercise your statutory right to reject. If you reject, we will arrange collection at our expense and refund the full purchase price within 14 days of physically receiving the machine back.
   • After 30 days, within 6 months: We will offer repair or replacement through our UK service network at our expense. If the fault cannot be repaired or the part cannot be replaced within 14 days of your report, or if repair/replacement fails to resolve the issue, you are entitled to a refund. During this period, the law presumes the fault was present at delivery unless we prove otherwise. Any refund may be reduced to account for use.
   • After 6 months: You must prove the fault existed at delivery. Any remedy is at our discretion and any refund will be reduced to reflect use and depreciation.

If Fault Claim Is Rejected

If we determine the issue is not a statutory fault under the definitions above, normal cooling-off terms apply (if within 14 days) or the machine is not returnable (if outside 14 days).

Delivery Inspection

Inspect goods on delivery. To ensure we can process your claim efficiently, report visible damage, missing items, or incorrect products within 48 hours with photos of the damage and packaging. Claims reported later may still be considered where there is a valid reason for the delay.

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Business Customers

The Consumer Contracts Regulations 2013 and other consumer legislation do not apply.

Returns

Returns are accepted at our sole discretion within 14 days of delivery. Goods must be unused, unfuelled, in original packaging, and fully resalable.

You are responsible for all return costs. The goods remain your risk until they reach us.

Handling charges apply:

• Parts: 30%
• Machines: 15%

Used, fuelled, operated, or modified goods are non-returnable unless defective at delivery.

Alternative to Refund — Resale on Your Behalf

As an alternative to a return, we may, at our sole discretion, agree to list and resell your machine through our sales channels at the current market rate. If sold, we will remit the net sale proceeds to you minus any applicable fees and a 15% handling charge. We have no obligation to achieve a particular sale price or timeframe. This is not guaranteed and requires prior written agreement.

Faulty Goods

Report defects within 48 hours of delivery. We reserve the right to inspect before agreeing any remedy. Remedy is limited to repair, replacement, or refund at our sole discretion.

UK Service Network — 12 Months

For 12 months from delivery, if your machine develops a fault, email hello@lionmachines.co.uk to request a service call. We aim to log your request within 24 hours and arrange repair through a partner service centre with a solution within 3 to 14 days. Where the fault is covered under our 12-month warranty, the repair and any required parts will be at our expense.

Change of Mind

Returns for change of mind require prior written approval and are subject to restocking fees. They are not guaranteed.

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All Customers

Refund Processing

Approved refunds are processed to the original payment method within 14 days of us physically receiving the returned goods. Bank processing may take up to 15 working days.

How to Return

Email hello@lionmachines.co.uk with your order number, SKU, and photos. Do not send goods back before we confirm the return address.

Governing Law

These terms are governed by the laws of England and Wales.