Penguin Engineering Returns Policy
All returns require an RMA (Return Merchandise Authorisation) number. Please fill in the following form then await our instructions before sending in any returns.
You may return most new, unopened items within 30 days of delivery for a full refund with an approved RMA. We will also pay the return shipping costs if the return is a result of our error (for example, if you received an incorrect or defective item), otherwise shipping is the responsibility of the customer.
Products made to order or containing electrical or gas components may not be returned without prior agreement as they cannot be resold without testing or may not be a standard stock item. Where indicated on the product description, certain items will not be accepted at all for return if the sealed bag has been opened.
All goods will be inspected on return and charges may be deducted from the credit if new packing or testing is required. Goods must be packed in original boxes with additional protection so packing is not damaged.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Please do not ship without an RMA, we cannot process returns without the RMA information.
Shipping
When you place an order online, we will estimate shipping for you based on the availability of your items and the shipping options you choose.
Our smaller items such as taps, showers, accessories and spares are sent 2nd class Royal Mail or Evri delivery. If you wish to upgrade to an urgent delivery, please click here. Please contact us before urgent delivery of bulkier items.
Goods are despatched Monday to Thursday during our normal working hours.
Some surcharges may apply to shipments outside of the UK mainland (i.e. the UK islands) and the Scottish Highlands and Ireland. We will contact you with additional postage costs after your order is placed. Or please contact us on 02392 465607 for a quote including carriage.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full KG.
Our website is restricted to shipping destinations we can easily estimate, however we ship to virtually any address in the world. Please see our international shipping page (link)
Royal Mail delivery notes:
Royal Mail 1st Class
(incl Royal Mail Signed For® 1st Class, Royal Mail 24®, 1st Class Parcels)
- Royal Mail aim to deliver by the next working day.
(Please add an extra working day if there's a Redirection in place.) - Exceptions and what's classed as a working day differ for each service. See Royal Mail Signed For® 1st Class and 1st Class Parcels for more details.
- If the item hasn’t been delivered by the due date plus 10 working days please contact us to make an enquiry with Royal Mail on your behalf.
Royal Mail 2nd Class
(incl Royal Mail Signed For® 2nd Class, Royal Mail 48®, 2nd Class Parcels)
- Royal Mail aim to deliver within 2 - 3 working days. (Please add an extra working day if there's a Redirection in place.)
- Exceptions and what's classed as a working day differ for each service. See Royal Mail Signed For® 2nd Class and 2nd Class Parcels for more details.
- If the item hasn’t been delivered by the due date plus 10 working days please contact us to make an enquiry with Royal Mail on your behalf.