This policy applies to customers ordering from within the UK. If you are ordering from outside the UK, please contact us before purchasing, as return arrangements may differ.

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Your Right to Cancel (14-Day Cooling-Off Period)

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Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.

• To cancel, notify us in writing (email is fine) within 14 days of delivery.

• You then have a further 14 days to return the item to us, at your own cost, once you've told us you wish to cancel.

• Items must be returned unused, undamaged, and in their original packaging where possible.

• Once we receive and inspect the returned item, we'll refund the product price (including standard delivery charges) within 14 days, to your original payment method.

Please note: this cancellation right does not apply to items made to your specification or clearly personalised (see below).

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Faulty, Damaged, or Incorrect Items

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If your item arrives faulty, damaged in transit, or isn't what you ordered, you're entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

• Contact us within 30 days of delivery with your order number and photos of the fault or damage.

• We'll cover return postage costs for confirmed faulty or incorrect items.

• We'll offer a replacement where possible; if a replacement isn't suitable or available, we'll issue a full refund.

Please report transit damage as soon as possible, and ideally photograph the packaging as well as the item this helps with any courier claim.

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Made-to-Order & Custom Items

Some items, for example, custom colour requests, personalised/engraved parts, or one-off design commissions are made specifically to your order. These fall outside the standard 14-day cancellation right, unless the item arrives faulty or not as described. This will be made clear on the relevant product page before you order.

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Items That Can't Be Returned

• Made-to-order or personalised items (unless faulty)

• Items that have been installed or used

• Items returned without their original packaging, where this affects resale condition

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How to Start a Return

• Email jordan@pennyburnengineering.co.uk with your order number, the item(s) you'd like to return, and your reason.

• We'll confirm your return and provide instructions on where to send the item.

• Pack the item securely, we'd recommend keeping proof of postage until your refund is confirmed.

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Refund Timelines

Refunds are processed within 14 days of us receiving the returned item, back to your original payment method. You'll receive an email confirmation once your refund has been issued. Please allow a few additional days for the refund to appear, depending on your bank or card provider.

 

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Contact Us

If you have any questions about a product, an order, or this policy, get in touch:

• Email: jordan@pennyburnengineering.co.uk

• Social media: @pennyburnengineering

This policy was last updated on 14/08/2026. We may update it from time to time, the version shown on our website at the time of your order will apply.