Returns and Refunds
PEC are committed to selling quality products with a service to match. We understand that from time to time you may wish to return or exchange a product with us. Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep your receipt or order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after sales queries.
As part of the Distance Selling Regulation you’re entitled to 30-day Grace Period where Returns can be made with No Quibble Guarantee. Please read the rest of this policy in order to have a swift Return or Exchange.
This policy does not affect your statutory rights such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000.
(2) How to Return / Exchange a New Item within the 30 Day Grace Period
(a) Please email us with your:
- Name, Billing Address and a Contact Telephone Number.
- PEC Order Number.
- Brief details of the reason for return. If you do not wish to express that is fine but it does help with customer service.
(b) Once details are verified and fulfil our Returns Policy, one of our team members will be in touch within 24 Hours via email.
- A Returns Merchandise Authorisation (RMA) code will be issued.
- RMA must be obtained before any goods are sent back.
(c) Goods must be sent back at your own cost and sent back in its:
- Original Packaging and Unused.
- Any sundries, promotional products that accompany the product must also be sent back.
- Labels should still be attached, and otherwise in a condition enabling us to sell the product as new.
- Goods must be packed as securely as possible with the RMA noted on the outer box.
(d) Our Returns Address
- PEC Returns, 362- 364 High St North, Manor Park, London, E12 6PH
(e) Once goods are received:
- They will be verified, inspected and if needed tested.
- A refund will be issued within 14 Working Days.
- If item needs to be exchanged a carriage cost will incur.
This is the quick guide on how our Returns Procedure. Please read below for more specific information in regards to Returns, Faulty Goods, Damaged Goods, Incorrect Goods and Exclusions.
You have until the thirty working days of receiving the goods to report unwanted goods. This must be done in writing by emailing us at email@example.com. Please note a telephone call is not sufficient.
If you need to return goods to us you must obtain a RMA (Returns Merchandise Authorisation) from our customer service department prior to returning any goods: this will enable us to process the return quickly. Items returned without a RMA may not be processed or processing may be delayed. We reserve the right to: refuse goods returned or returned deliveries sent to us without a RMA number.
When returning an item please try to enclose a copy of the dispatch note you received which will help speed the process. If you no longer have the dispatch note, please make sure the RMA code is listed on the outer box.
Returns sent by post are at your own cost. Ensure you obtain a free stamped Proof of Postage from the Post Office as we are not responsible for items that are lost in transit or damaged on their way back to us.
The following kinds of products may not be returned under this policy:
(a) Any product made to your specification.
(b) Any product made to order.
(c) Any product personalised or adapted for you.
(d) Any bulk order, which has specially been quoted, ordered and created.
(e) Any item which requires a “Special Order” (You will be contacted if item is a “Special Order”).
(f) Any item which is “Non Stocked”. (You will be contacted if item is “Non Stocked”).
(g) Any item which is out of the 30 Day Grace Period may incur a handling and re-stocking charge of 25%.
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy including the original delivery charges if it is a fault of PEC or Manufacture fault (subject to testing). Your Returns Postage will also be refunded subject to testing and inspection of the product. Maximum Refund on Postage is £7.95 inc vat.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we received your returned product.
(6) Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
(7) Faulty Goods
If your goods have arrived with a manufacturing defect, or are inherently faulty, please return the goods to us within 7 days of receipt where we will be happy to process an exchange (where possible).
Incorrect/faulty goods must be returned to us before replacements are sent out. If agreed by PEC a specific part may be returned.
Within 12 months of the delivery date, if there is a fault with your product, we will normally offer a prompt repair, exchange, credit or refund.
To qualify for a refund or exchange the faulty product must be free of faults caused by accident, neglect, misuse or normal wear and tear.
We test every item returned to us, once received it will be inspected and tested rigorously by our team. A replacement will be authorised should a fault be found.
In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered.
If our team can find no fault, the item will be returned to you at your expense.
Please note light fixtures with damaged glass shades are not regarded as a faulty product, a replacement will be issued where possible.
(8) For Damaged Goods
If any item arrives damaged please contact our customer service team within 2 Working Days of delivery for a replacement.
Items not claimed as damaged after this period may not be authorised for replacement.
Incorrect/faulty goods must be returned to us before replacements are sent out.
(9) Incorrect Items
If the item we have sent you is incorrect or different to that stated on your invoice, please return the item to us within 14 Working Days days where we will be happy to process an exchange (where possible) or refund. Your postage cost will be refunded.
If this rare scenario does occur, please email us and our only obligation will be:
To make good any shortage, mis-picked or non-delivery as soon as possible or to issue a refund to you at the amount paid by you for the goods in question to the original method of payment. Incorrect/faulty goods must be returned to us before replacements are sent out.
PEC will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to us under this condition and PEC shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.
All goods returned will be inspected for damage and authenticity upon receipt, if PEC discovers any defects, we reserve the right to refuse to refund or replace and return the item(s) to you.
(10) About us
The full name of our company is PECL LLP T/A Panesar Electrical Co aka PEC Lights.
We are registered in England & Wales under registration number 0C31 6935.
Our registered address is Lynton House 7-12 Tavistock Square, London WC1H 9BQ.
Our registered trading address is 364 High St North, Manor Park, London, E12 6PH.
You can contact us by email to firstname.lastname@example.org.