Customer Service SLA
Purpose
This Service Level Agreement (SLA) outlines our service commitments for order processing, delivery, customer support, and issue resolution when purchasing from Mowdirect.
Customer Support Availability
Our customer service team is available on the phones during the following core hours:
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Monday to Friday: 10:00am – 4:00pm (UK time)
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We may occasionally respond outside these hours (as early as 9:00am or as late as 5:00pm), but this cannot be relied upon.
Support Channels
Customers can contact us via:
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Email: customercare@mowdirect.co.uk
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Telephone: 0203 026 8712
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Address:
Mowdirect Ltd
60 Sunderland Road
Sandy, Bedfordshire
SG19 1QY
Response Times
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All customer enquiries received during business days will receive a response within within 1–2 working days.
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Enquiries received outside business hours, on weekends, or on UK bank holidays are treated as received on the next working day.
Order Processing & Dispatch
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Orders are typically processed and dispatched within 1–2 working days, subject to stock availability.
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Orders placed on weekends or bank holidays are processed on the next working day.
Delivery
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Delivery times are estimates and begin once an order has been dispatched.
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Standard delivery is typically 2–5 working days, depending on location and courier.
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Certain products are age-restricted (18+) and require age verification on delivery. Couriers may refuse delivery if valid ID cannot be provided.
Delays & Stock Issues
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If an order is delayed or an item becomes unavailable, we will notify the customer within 1 working day of becoming aware.
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Customers will be offered the option to wait, choose an alternative product, or receive a full refund.
Returns & Refunds
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Returns enquiries are acknowledged within 1 working day.
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Once returned goods are received and inspected, refunds are processed within 5 working days.
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Please allow an additional 3–5 working days for banks or card providers to complete the refund.
Exclusions
This SLA does not apply to delays caused by:
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Courier or carrier issues beyond our control
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Severe weather or force majeure events
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Incorrect delivery information provided by the customer
Company Details
Compass and Spectre Ltd
Company No: 10621602
VAT No: GB 370 0783 08