Replacement Policy

Customer policy for wrong damaged incomplete or defective products

This Replacement Policy describes how VST Tillers Tractors Limited assesses requests for a Product that appears wrong, damaged, incomplete or defective. It complements the applicable product warranty and authorised service process; it does not replace mandatory consumer rights.

Requesting a replacement

Report the issue promptly to the Help with this order form in your signed-in Orders page with the order number, invoice, clear description and photographs or video where practical. Keep the Product, packaging, accessories and documents available until we provide instructions.

Assessment and outcomes

Initial review

We may arrange a remote check, collection, dealer inspection or authorised technician assessment.

Potential eligibility

A Product that was wrong, materially transit-damaged, incomplete, or has a verified covered issue that cannot reasonably be repaired.

Available remedies

Depending on the issue, stock and law, we may provide a replacement, repair, part replacement, credit or refund.

Like for like

A replacement will normally be the same model or a substantially equivalent Product. If unavailable, we will discuss alternatives before completing the remedy.

Return route

Do not return a Product without written instructions. We will advise whether collection, authorised-dealer handover or another route applies.

Matters not normally covered

Normal wear, misuse, accident, unauthorised modification, use contrary to product manuals, damage after delivery, consumable wear, non-genuine parts and unauthorised servicing are not normally eligible for replacement. Warranty terms and mandatory law may provide a different remedy in a particular case.