Returns Policy

Penchard Ltd Returns Policy

Before returning any goods to the Company whether for repair or credit or otherwise the customer shall contact Penchard Ltd to talk through the reasons of return. Penchard Ltd will then complete all the details requested on a returns form noting the reason for the return, the party returning the goods and details of who to contact in the case of a query.

After Penchard Ltd have completed the form, the customer must wait to receive an RMA number from the company before returning the goods. The RMA number should be marked clearly on the outside of the returned package and on a slip inside the package. If no such RMA number is obtained and marked on the package and the Company cannot ascertain the source or other relevant details of the goods then the Company shall have no liability in respect of the goods and may retain, destroy or dispose of or otherwise deal with the goods as it sees fit.

It is the responsibility of the party returning the goods to ensure they are suitably packaged for transportation; the company cannot accept liability for goods which are damaged in transit whilst being returned to us.

Without prejudice to the provisions relating to Returns Forms, if any goods are returned as surplus to requirements, no longer required, ordered in error or otherwise unnecessary then, other than where such return is due to the error or negligence of the Company, these goods can only be returned for credit if:

  1. a) They are an item that is normally stocked by the Company and they have not been specially ordered for the customer (specially ordered items include custom length safety edges, the wider range of Videx products that do not appear in the Company’s catalogue, equipment painted to a specific RAL, etc).
  2. b) The goods are in as new condition, including the packaging, skin pack unopened, etc. so they can be re-stocked as new. 
  3. c) The goods must be returned within 30 days of delivery.
  4. d) You must include the original purchase order number, our sales order number, or our invoice number. This may be entered in the customer reference field of the returns form.

In the event that goods are returned for credit and meet the above conditions the Company reserves the right to make a re-stocking charge equal to 10% of the value according to the invoice value at the time of the specific goods in question or £10 whichever is the greater, together with any applicable VAT. Any goods that require an in-depth inspection prior to re-stocking will be subject to a higher re-stocking charge.