Rock Machinery is confident in the quality of its products. However, there may be a rare occasion when a problem occurs. For your assurance, we offer a one-year warranty.
Though defects are rare, when they do occur it is most often due to a specific faulty part on the machine. In this case, we will send you a replacement part via courier service so that you can quickly resolve the issue. The part will be sent to you free of charge. Please note, replacement parts offered by Rock Machinery under the terms of the warranty do not include consumables such as belts, teeth, tyres, hoses, blades, filters, or parts such as drive belts, shear bolts etc.
There may be an exceptional circumstance where an issue cannot be resolved by the replacement of single part/s. Following extensive email and telephone consultation between our engineers and the machine user, and if a solution cannot be found, we will arrange for collection of the item to be returned to Rock Machinery’s workshop for investigation. Rock Machinery will cover the UK mainland costs of return. Areas, outside of mainland UK will incur an additional charge to be covered by the customer. Machines cannot be returned from outside of the UK (including Chanel Islands). You will need to safely prepare the machine (drain all fuel and oil) and securely strap it onto a suitable pallet for collection. Rock Machinery only accepts responsibility for the machine once it is delivered back to them.
On arrival at our workshop, the machine will undergo a forensic examination and any necessary repairs executed by our expert engineers. The machine will be returned to you and shipping costs to UK mainland will be covered by Rock Machinery. Destinations outside of Mainland UK will incur additional charges to be paid for by the customer. If the machine is entirely dysfunctional and beyond repair, at Rock Machinery’s discretion, you will be offered a replacement. The process of collection, examination, repair, and return may take up to 30 working days. You will be kept informed throughout the process.
Please note, should it be found by Rock Machinery engineers that the returned machine is suffering a fault that could have been remedied by the simple replacement of a part/s, or that the defect is due to neglect, misuse or wear and tear (see exceptions to warranty notes below), the shipping charges involved in collection and return will become the responsibility of the customer.
Briggs and Stratton Engine: for machines that include a Briggs and Stratton engine a special 3–year engine warranty is supplied by Briggs and Stratton. To access support for your Briggs and Stratton engine please contact them directly and arrange to attend one of their local centres. To find a Briggs and Stratton dealer near you use this link: https://www.briggsandstratton.com/eu/en_gb/support/dealer-locator.html The briggs and Stratton engine warranty is not administered or actioned by Rock Machinery. It can only be accessed by contacting Briggs and Stratton directly.
Rock Machinery is not responsible for any costs incurred due to the downtime of a product.
The Warranty period begins on the date the machine is delivered to you and ends 12 months later. There are circumstances when the warranty may be ended early and/ or Rock Machinery reserves the right to decline to offer spares and engineer services free of charge.
For example, the warranty will not apply if any of the following are shown to contribute to machine faults that may arise within the 12–month period:
- general wear and tear,
- signs of excessive wear and tear, i.e. heavy commercial use within a short period of time,
- misuse and lack of maintenance and servicing as per guide included with the machine,
- alterations, modifications and adaptations to the machine,
- accident, impact, use of force, improper storage,
- water damage of any kind,
- frost or over-heating due to excessive ambient temperatures and lack of ventilation,
- a marine environment,
- overloading of the machine,
- relating to hydraulic or kinetic log splitters – splitting logs against the grain, using wet, unseasoned wood or softwoods or logs containing bolts and nails etc.