Returns policy
1. If you should change your mind and wish to return anything purchased from us we’ll be happy to refund or exchange the goods within 14 days of delivery or collection, provided the return is made in accordance with our terms below:
a) If you need to return an item, please contact with us. We will respond quickly with instructions for how to return items from your order
b) A valid receipt of purchase
c) Goods are in pristine condition, unopened and in original packaging (we do not offer refunds on certain items, please refer to section (g) for further details)
d) We reserve the right to charge a restocking charge of 10% on all returned items
e) Refunds will be processed the same day and all payments will be credited against the original card holder’s payment details where possible.
f) If you have changed your mind after delivery, you must arrange for return transport of the goods at your own cost. A delivery/collection charge may be applicable
g) Please note, we do not offer refunds on the following product(s):
• Perishables and other items that may deteriorate with short shelf life
• Powders (Plaster and Cement etc.)
• Chemicals
• Paint, primer, render
• Bulk Bags/Poly Bags of aggregates and sand
• Timber machined to your specification
• Special Orders - are products that are not stocked by our company and have been purchased or made specifically for your order (doors, renders and paints mixed for you)
Due to the nature of these goods unless they are faulty, we're unable to offer a refund or exchange.
Our returns policy does not affect and is in addition to your statutory rights.
Your Right To Cancel Orders
Should you change your mind after placing a order on this website, please email info@penguinbm.com referencing your order number and details of your order to cancel as soon as possible.
If your item(s) have already been dispatched before your cancellation request, you will need to follow our 14 day refunds policy outlined above.
Faulty/Damaged Goods
Where you believe any product may be faulty, you must notify us within a reasonable time frame from date of delivery. You may do this by contacting us via email. We can then arrange for a replacement or refund as required.
In both instances we will arrange to collect the products and inspect them. If the products are found to be faulty we will arrange for a replacement to be sent or to refund you the cost of your purchase. If you require a refund and the products are found upon inspection not to be faulty, we will refund you the purchase price less the cost of collecting the products.
All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.
If we have not received notification of any return due to change of mind within 14 days from date of delivery it will be assumed that acceptance of the goods has taken place. Any subsequent claim will be subject to our discretion, and we reserve the right to choose whether to make a full refund.
If goods are claimed to be faulty and are found not to be faulty on inspection, we may charge the costs of returning the goods to us at our discretion, or deduct it from any refund. The products will remain at your risk until they are physically returned to us by collection or delivery.
Item Received Is Not What You Ordered
If the products delivered to you are not what you ordered, or do not correspond fully with the itemised description on your order and you wish to discuss this please notify us immediately via email to info@penguinbm.com
We aim to respond to emails within one working day of receipt.
Goods Missing On Delivery
It is your responsibility to check the appropriate number of packages, parcels, pallets or crates has been received, and that the correct number and description of ordered goods or items has been received.
You must notify us within a reasonable time frame via email to info@penguinbm.com of any shortages. Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.
Click & Collect Order Cancellation
If you wish to cancel your click & collect order you must contact with us the order cancellation with, referencing your order number and product description. If you do not pick up your order within 5 working days from the date of your order or confirmation, it will be considered a return, i.e. you must follow our 14-day return policy described above.
Need Help?
If you can’t find the answer your looking for regarding our returns policy, then please contact our team who will be happy to help.