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
Our ecommerce store is restricted to UK shipping only due to Brexit.
However we can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Please contact info@penguineng.com for international shipping enquiries and we will quote accordingly.
When you place an order online, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Our smaller items such as taps, showers, accessories and spares are sent 2nd class 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.
Surcharges will 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.