Warranty, RETURNS & CANCELLATIONS POLICY

Warranty, Returns & Cancellation Policy

1. Introduction

This policy explains how DTM-GB Ltd, trading as Swamp Rider UK, handles warranty enquiries, faulty goods, returns, refunds and order cancellations.

We supply specialist amphibious all-terrain vehicles, spare parts, accessories and related equipment to both private individuals and business customers.

Our aim is to deal with concerns fairly, promptly and in accordance with applicable UK law.

Nothing in this policy limits statutory rights that cannot lawfully be excluded.

2. Manufacturer warranties

New vehicles and certain parts or accessories may be supplied with a manufacturer’s commercial warranty.

Where applicable, the warranty duration, coverage, conditions and exclusions will be confirmed in the documentation supplied with the relevant product or order.

DTM-GB Ltd is the customer’s first point of contact for warranty enquiries relating to goods purchased from us.

We will assess the reported issue and, where appropriate, coordinate with the manufacturer or relevant supplier to arrange investigation, repair, replacement or another suitable resolution.

Warranty repairs may be carried out at our workshop or through other arrangements agreed with the customer.

A manufacturer’s commercial warranty is additional to statutory rights. Consumer claims under applicable consumer law are not dependent on the manufacturer’s approval.

3. Faulty goods and consumer rights

Where goods are sold to consumers, they must meet applicable statutory requirements, including being of satisfactory quality, fit for their intended purpose and as described.

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject faulty goods within 30 days, subject to the relevant statutory rules.

After that period, consumers may have rights to repair, replacement, price reduction or final rejection depending on the circumstances.

We will assess claims fairly and provide the remedy required by applicable law.

Statutory rights apply independently of any manufacturer’s commercial warranty.

4. Reporting a fault

If a fault or defect is suspected, customers should contact us with:

• Their name and contact details.
• Vehicle identification or order reference, where available.
• A description of the problem and when it occurred.
• Relevant photographs, videos or diagnostic information, where reasonably available.

For safety-related concerns, customers should stop using the affected equipment until it has been assessed.

We may request further information or arrange an inspection to establish the nature and cause of the issue.

Where a statutory remedy applies, any inspection or return arrangements will be handled in accordance with applicable law.

5. Warranty exclusions

Commercial warranties may exclude damage resulting from misuse, accidents, unauthorised modifications, unsuitable operating conditions, improper maintenance or ordinary wear and tear.

The applicable warranty documentation will identify any relevant exclusions.

These exclusions do not automatically remove a consumer’s statutory rights.

Any allegation that damage resulted from misuse or improper maintenance will be assessed in light of the available evidence and applicable law.

6. Change-of-mind cancellations

Consumers who enter qualifying distance or off-premises contracts will normally have a statutory right to cancel without giving a reason.

For goods, the standard cancellation period is generally 14 days beginning the day after delivery, subject to applicable rules and exceptions.

To exercise a statutory cancellation right, customers must inform us of their decision within the applicable cancellation period.

Customers may contact sales@swamprider.uk or use the cancellation form supplied with their order documentation.

Where a statutory cancellation right applies, we will process the return and refund in accordance with the Consumer Contracts Regulations 2013.

7. Specially manufactured or personalised vehicles

Certain goods genuinely made to a consumer’s individual specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right.

Whether an exception applies depends on the nature of the goods and the relevant contract.

Ordering a vehicle from a manufacturer’s standard options list, importing it to order or selecting standard accessories does not automatically remove the statutory cancellation right.

Where we believe an order falls within an applicable exception, this will be explained to the customer before the contract is concluded.

The exception does not remove statutory remedies for faulty or misdescribed goods.

8. Deposits and advance payments

We may request a deposit or full advance payment when an order is placed.

The amount and payment schedule will be confirmed in the quotation and accepted order documentation.

Payments are not automatically non-refundable.

Where a customer has a statutory right to cancel and exercises it correctly, refunds will be made in accordance with applicable law.

Where no statutory cancellation right applies, the financial consequences of cancellation will depend on the agreed contract, reasonable losses and applicable legal requirements.

We will not apply disproportionate cancellation penalties or retain payments in circumstances where doing so would be unlawful or unfair.

9. Returns of parts and accessories

Customers purchasing spare parts and accessories as consumers may have statutory cancellation rights for qualifying distance or off-premises purchases.

Where those rights apply, customers should notify us within the applicable cancellation period and return goods in accordance with the statutory requirements.

Unless we agree otherwise or the law requires a different arrangement, customers are responsible for the direct cost of returning goods where this was properly disclosed before the contract was concluded.

We may make deductions for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.

Faulty or misdescribed goods will be dealt with under the applicable statutory remedies.

10. Refund processing

Where a statutory change-of-mind cancellation right applies, we will issue refunds within the time limits required by law.

For goods that must be returned, we may generally wait until the goods have been received or the customer provides evidence of having sent them back, as permitted by law.

Refunds will include applicable standard outbound delivery charges where required.

We will normally use the original payment method unless the customer expressly agrees otherwise and incurs no fee as a result.

11. Business purchases

Purchases made wholly or mainly for business purposes are not generally covered by consumer-specific change-of-mind cancellation rights.

Business cancellations and returns will be considered in accordance with the accepted contract, any agreed commercial returns arrangements and applicable law.

Business customers should contact us before returning goods.

Nothing in this section excludes rights or remedies that cannot lawfully be excluded.

12. Used and demonstration vehicles

Where used or demonstration vehicles are offered for sale, their age, condition, mileage or operating hours, known defects and relevant warranty arrangements will be disclosed as appropriate.

Consumer statutory rights will continue to apply where relevant.

13. Contact

For warranty claims, cancellations, returns or refunds:

DTM-GB Ltd — Swamp Rider UK
Email: sales@swamprider.uk
Telephone: 01332 417 386
Registered office: Unit 13B, Sapperton Park, Sappertonfield Lane, Derby, DE65 5SN, United Kingdom.