Refund & Returns Policy
Last updated: 6 August 2026
This policy explains how cancellations, returns, refunds and faulty-product claims are handled by Mudmixer UK Ltd.
It should be read alongside our Terms and Conditions of Sale and Warranty Policy.
1. Contact details
Mudmixer UK Ltd
Unit 9 Withyfold Trading Estate
Withyfold Drive
Macclesfield
SK10 2ZR
United Kingdom
Email: hello@mudmixer-uk.co.uk
Telephone: 0300 373 5629
Company number: 17293791
VAT number: 525 9284 67
2. Consumer and business purchases
Your return rights depend partly on whether you purchased as a Consumer or as a Business Customer.
A Consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.
A Business Customer is a person purchasing wholly or mainly for purposes relating to their trade, business, craft or profession.
Being over 18 or using a Product for practical work does not necessarily determine whether you are a Consumer or Business Customer. The purpose for which the purchase was made is relevant.
3. Cancelling an online consumer order
If you are a Consumer who ordered through our Website, you will normally have 14 days to cancel your order without giving a reason.
The cancellation period normally begins on the day after:
a. you receive the Product;
b. a person nominated by you receives it; or
c. where an order is delivered in separate instalments, the last Product is received.
You must tell us that you wish to cancel before the cancellation period expires.
You can do this by:
a. emailing hello@mudmixer-uk.co.uk;
b. writing to our postal address; or
c. completing the model cancellation form at the end of this policy.
Please provide your name, order number, delivery address and details of the Product you wish to return.
4. Returning a cancelled Product
After notifying us that you wish to cancel, you must return the Product within 14 days unless we have agreed to collect it.
Please do not send a Product back without first contacting us and receiving return instructions.
Products should be returned:
a. complete, with all parts, accessories, instructions and supplied items;
b. securely packaged to protect them during transport;
c. in their original packaging where reasonably possible; and
d. with the returns-authorisation information we provide.
The return address may differ from our registered address. We will confirm the correct return address when authorising the return.
5. Cost of returning non-faulty Products
Unless the Product is faulty, damaged, misdescribed or otherwise not in conformity with the Contract, you are responsible for the direct cost of returning it.
The MMXR-2303 and certain other Products may be too large or heavy for ordinary postal services and may require palletised or specialist transport.
Before completing a purchase, customers should be aware that the cost of returning a large, non-faulty Product may be significant.
Where we agree to arrange collection of a non-faulty Product, we may deduct the direct and reasonable collection cost from your refund, provided the cost or a reasonable estimate was communicated to you as required by law.
Estimated collection cost for the MMXR-2303: [INSERT ESTIMATE OR METHOD OF CALCULATION ONCE CARRIER ARRANGEMENTS ARE CONFIRMED].
6. Looking after Products before return
You may inspect a Product in the same way you reasonably could in a physical shop.
You are responsible for any reduction in value caused by handling beyond what is necessary to establish the Product’s nature, characteristics and functioning.
For machinery and construction equipment, handling beyond what is reasonably necessary may include:
a. mixing concrete, mortar or other materials in the Product;
b. operating it on a construction site;
c. allowing concrete or other material to dry or cure inside it;
d. scratching, damaging or materially soiling it;
e. removing labels or serial-number information;
f. modifying or dismantling it;
g. assembling it incorrectly; or
h. returning it incomplete.
We may make a lawful deduction from the refund to reflect the resulting reduction in value.
Nothing in this section affects your rights where the Product is faulty, damaged, misdescribed or not fit for purpose.
7. Products excluded from change-of-mind cancellation
The right to cancel may not apply to:
a. Products made to your specifications or clearly personalised;
b. sealed Products not suitable for return for health-protection or hygiene reasons once unsealed, where the legal conditions for this exception are met;
c. Products that become inseparably mixed with other items after delivery; or
d. other Products legally excluded from cancellation rights.
We will identify relevant exclusions in the Product description or before purchase where reasonably possible.
An exclusion from change-of-mind cancellation does not remove your rights where a Product is faulty or misdescribed.
8. Refunds for cancelled orders
Where a Consumer validly cancels the entire order, we will refund:
a. the price paid for the returned Products; and
b. the cost of our least expensive standard delivery option.
We do not have to refund the additional cost of expedited, timed or enhanced delivery where you selected a service costing more than standard delivery.
Where only part of an order is cancelled, the original delivery charge may not be refundable if that charge would have been payable for the Products you keep.
We may withhold a refund until:
a. we receive the returned Product; or
b. you provide evidence that you have returned it,
whichever occurs first, unless we agreed to collect it.
Refunds will normally be made within 14 days after the applicable event above.
We will use the original payment method unless you expressly agree otherwise. We will not charge a fee solely for issuing a statutory refund.
9. Cancelling before dispatch
Please contact us promptly if you wish to cancel before dispatch.
Where the order has not entered the dispatch process, we will normally cancel it and issue a full refund.
Where the order has already been dispatched, it may need to be treated as a return. Delivery, return or collection costs may then apply, subject to your legal rights.
10. Damaged deliveries
Please inspect the outer packaging when delivery takes place.
If you notice damage:
a. record it on the carrier’s delivery record where possible;
b. photograph the packaging before opening it;
c. photograph the Product and any damaged parts;
d. retain the packaging; and
e. contact us as soon as reasonably possible.
Do not connect or operate electrically powered equipment if the damage may affect its safety.
Prompt notification helps us investigate the incident with the carrier. It does not remove a Consumer’s statutory rights.
Where a Product was damaged before delivery, we will provide an appropriate remedy in accordance with applicable law.
11. Faulty or misdescribed Products
We have a legal duty to supply Products that conform to the Contract.
For Consumers, Products must be:
a. of satisfactory quality;
b. fit for their normal purpose;
c. fit for a particular purpose made known to us where you reasonably relied on our advice; and
d. as described.
Depending on the circumstances, a Consumer may be entitled to:
a. reject a qualifying faulty Product within the applicable short-term rejection period;
b. request repair or replacement; or
c. receive a price reduction or exercise a final right to reject where the legal requirements are met.
Your remedy will depend on matters including the fault, when it arose, whether repair or replacement is possible and proportionate, and the period since delivery.
The manufacturer’s or our commercial warranty is additional to these rights and does not replace them.
12. Reporting a possible fault
If you believe a Product is faulty:
a. stop using it if continued operation may be unsafe or cause further damage;
b. disconnect electrical equipment safely from its power source;
c. do not dismantle or attempt an unauthorised repair; and
d. contact us at [RETURNS/WARRANTY EMAIL].
Please provide where available:
a. your order number and proof of purchase;
b. the Product model and serial number;
c. a description of the fault and when it began;
d. photographs or video;
e. details of the power supply and materials being used; and
f. relevant cleaning and maintenance information.
We may provide troubleshooting guidance where it is safe to do so. We may also need to inspect, test, collect or arrange the return of the Product.
13. Return costs for faulty Products
Where a Consumer Product is faulty, damaged, misdescribed or otherwise fails to conform to the Contract, we will bear the reasonable cost of return or collection where required by law.
You must follow reasonable return or collection instructions and take reasonable care to prevent avoidable further damage.
If inspection shows that the reported issue resulted from misuse, accidental damage, unauthorised modification, unsuitable electrical supply, incorrect assembly, inadequate cleaning, failure to follow instructions or ordinary wear rather than an inherent fault, we may decline a warranty claim.
For Consumers, we will not charge inspection or collection costs unless there is a lawful basis to do so and the possibility of the charge was clearly explained where required.
14. MMXR-2303 two-year warranty
The MMXR-2303 MudMixer Continuous Concrete Mixer is supplied with a two-year limited warranty, subject to our separate Warranty Policy.
The warranty:
a. applies in addition to statutory rights;
b. does not reduce Consumer remedies under applicable law; and
c. is subject to its stated coverage, conditions and exclusions.
Please consult the Warranty Policy before submitting a warranty claim.
15. Accessories, spare parts and wear items
Accessories and spare parts remain covered by applicable statutory rights where they are faulty, damaged or misdescribed.
They do not automatically carry the MMXR-2303’s two-year commercial warranty unless this is expressly stated in the Product description or Warranty Policy.
A Product is not necessarily faulty merely because it has reached the end of its reasonable service life through ordinary wear.
Incorrectly ordered spare parts may be returned only in accordance with the applicable consumer cancellation rights or, for a Business Customer, with our prior written agreement.
Parts that have been fitted, damaged, altered or used may have a reduced refund value or may not be accepted as a non-faulty business return.
16. Slurry Tub products
Slurry Tub equipment should be returned clean, empty and free from concrete slurry, residue, contaminated water and other waste.
We may refuse to handle a return where doing so would create a health, safety or environmental risk, without affecting any legal rights you may have.
Before return, waste and residue must be dealt with lawfully and in accordance with the Product instructions and applicable site requirements.
17. Incorrect Products
If we send a Product different from the one ordered, please contact us promptly.
We will arrange an appropriate remedy, which may include collection and replacement or a refund.
We will bear reasonable return costs where the error is ours.
18. Business Customer returns
Business Customers do not have the statutory 14-day change-of-mind cancellation right described above.
A non-faulty business return will be accepted only where we agree to it in writing.
Any agreed return may be conditional on the Product:
a. being unused and complete;
b. being in resaleable condition;
c. being returned in its original packaging;
d. being returned within the agreed period; and
e. having a valid returns-authorisation number.
Business Customers are responsible for the cost and risk of returning a non-faulty Product unless agreed otherwise.
An agreed business return may be subject to a reasonable restocking or administration charge, provided this is communicated and agreed before the return is authorised.
Nothing in this section excludes rights or remedies that cannot lawfully be excluded.
19. Packaging returns safely
You are responsible for packaging returned Products securely.
Large Products should be:
a. secured to an appropriate pallet where instructed;
b. protected against movement and impact;
c. kept upright where required;
d. free from loose tools, residue or materials; and
e. made reasonably accessible for collection.
We are not responsible for return-transit damage caused by inadequate packaging arranged by you.
You should retain evidence of dispatch and use an appropriately insured and trackable service when arranging your own return.
20. Items included with a return
Unless we agree otherwise, a returned Product should include:
a. all originally supplied components;
b. guards and safety parts;
c. cables and detachable fittings;
d. manuals and documentation;
e. accessories supplied as part of the purchase; and
f. promotional items supplied on condition of the purchase.
A reasonable deduction may be made for missing or damaged items where permitted by law.
21. Exchanges
We do not guarantee direct exchanges.
Where an exchange is appropriate, we may process the returned Product and issue a replacement. In other circumstances, we may issue a refund and ask you to place a new order.
Your statutory rights are unaffected.
22. Refund processing times
Once approved, we will send the refund to the original payment method.
Payment providers and banks may require additional processing time before the funds appear in your account.
Any timing stated by a bank or payment provider is outside our direct control.
23. Model cancellation form
Complete and return this form only if you are a Consumer and wish to cancel an eligible distance contract.
To:
Mudmixer UK Ltd
Unit 9 Withyfold Trading Estate
Withyfold Drive
Macclesfield
SK10 2ZR
United Kingdom
Email: hello@mudmixer-uk.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), if submitted on paper:
Date:
Delete as appropriate.