Frequently Asked Questions

What is your phone number/email address/office address?

02380 642687
Unit 4 Mauretania Road
Nursling Industrial Estate
SO16 0YS

What days and times are you open?

Our office and depot opening hours are:

Day Open Close
Mon 08:30 16:30
Tue 08:30 16:30
Wed 08:30 16:30
Thu 08:30 16:30
Fri 08:30 16:30
Sat 08:30 12:00
Sun Closed

I don’t know which machine to order

Don’t worry, our expert customer support team is on hand to help! Feel free to get in touch with any questions you might have by filling out our contact form.

I have a problem with my order

Please don’t hesitate to get in touch so we can help. The quickest way to get in touch is by using the contact form, or alternatively, you can find email and telephone details on the same page.

What are your warranty policies?

Our warranty policy

Union Mart offers a warranty on all products used for private household use from the date of purchase. The use of products for commercial purposes “non private use” qualifies the purchaser to a 3 month warranty period.

Warranty cover does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster or other external causes or to damage caused by operating the equipment in a manner outside that described in the instructions. The warranty is considered void if the item has been modified, altered or tampered with by person’s not authorised by Union Mart to provide service (not including standard periodic maintenance). The warranty is considered void if periodic maintenance has not been undertaken by a professional as per the manufacturer’s guidelines. An invoice to verify said service may be required.

Consumable components (and accessories) such as chains, carry bags, batteries, spark plugs, hoses, grinding discs, belts, cables, wheels, blades, brushes, pads, nets etc. are not covered once used or for damage caused by general wear and tear.

Until the nature of any fault is determined, the resolution Union Mart can offer may vary. To assist with a quick resolution, photos will generally be required to be emailed. Once the fault/issue is clarified, we may offer replacement parts to the customer or where necessary, the item may need to be returned for repair of the fault/issue. All Union Mart warranties are provided under a “return to base” warranty. All transportation costs are the responsibility of the client however Union Mart undertake to seek the cheapest courier for the return to the client.

Once the fault/issue is clarified, Union Mart may fit replacement parts or offer replacement parts to the customer. Other alternatives may be offered to the satisfaction of both parties.

Our goods come with guarantees that cannot be excluded under UK Consumer Law. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Should you wish to claim under the warranty on your item, please follow the process outlined in the “Return” section.

Can I track my order?

We provide tracking for the majority of machines and equipment. Your tracking information will be emailed to you once the item has been dispatched.

We’re not able to provide tracking for vinyl and accessories sent via Royal Mail.

Can I collect my order from you directly?

It’s usually possible to collect from our warehouse location in Southampton, but we’ve had to temporarily halt this in line with the current pandemic regulations. We expect to be able to offer this service again soon.

Do you ship internationally?

We are able to ship our products internationally. A shipping cost will be calculated for this at checkout based on the destination country and packaging dimensions.

How long will it take to receive my order?

Machinery and equipment is sent via a next-day delivery courier (APC or UK Mail) to mainland UK destinations (excluding the Scottish Highlands), with orders placed before 2pm being dispatched the same working day.

Accessories and parts are sent via regular couriers, and will arrive within 1-3 days.

Orders to European destinations take 3-7 working days to arrive.

International orders to non-European destinations take around 1-2 weeks to arrive — we recommend that you get in touch with our team who will be able to advise on a more exact shipping time for your country.

I have a question about something else

Head over to the contact page to get in touch with our expert customer support team, who are on hand to answer any queries you might have.