Effective Date: 1^st July 2025 
Applies to: Business customers only (eCommerce) 
Company: PEM Europe 
Website: www.pemnet.com/eu/ 

PennEngineering Fastening Technologies (Europe) Ltd. Terms and Conditions of Sale: https://www.pemnet.com/eu/terms-of-use/pennengineering-fastening-technologies-europe-ltd-terms-and-conditions-of-sale/

1. Scope of Policy 

This Returns & Refunds Policy applies to all sales made to business customers through our ecommerce platform. By placing an order, you confirm that you are acting in a business capacity and agree to be bound by the terms herein. 

2. General Returns Policy 

We do not offer returns or refunds for change of mind or incorrect ordering unless specifically agreed in writing. 

Returns may be accepted at our discretion under the following conditions: 

• A return request must be submitted within 14 days of delivery. 

• Items must be unused, in original packaging, and in resaleable condition. 

• Returned goods must include a valid Returns Authorisation Number (RMA) issued by us. 

3. Non-Returnable Items 

The following items are non-returnable: 

• Customised, personalised, or made-to-order products. 

4. Faulty, Damaged or Incorrect Items 

If goods arrive faulty, damaged, or not as described: 

• You must notify us in writing within 48 hours of delivery. 

• We may request photographic evidence. 

• We will offer, at our discretion: a repair, replacement, or refund. 

• Do not dispose of goods without our consent. 

5. Restocking Fee 

Where returns are accepted (excluding faulty items), a restocking fee of 15% of the original order value may be charged. Return shipping costs are the responsibility of the buyer unless otherwise agreed. 

6. Return Procedure 

1. Contact us at [email protected] to request an RMA. 

2. Return the goods to the address we provide, with the RMA clearly marked. 

3. Ensure the items are packaged securely to avoid damage in transit. 

4. Once received and inspected, we will confirm acceptance or rejection of the return. 

7. Refunds 

• Approved refunds will be processed within 14 days of receiving the returned goods. 

• Refunds will be made to the original payment method.  

• Shipping and restocking fees may be deducted from the refund amount. 

8. Limitation of Liability 

Our liability in respect of returned or faulty goods is limited to the original invoice value. We are not liable for indirect, consequential, or business losses. Nothing in this policy excludes liability for death or personal injury caused by our negligence. 

9. Governing Law 

This policy shall be governed by and construed in accordance with the laws of England and Wales, and disputes shall be subject to the exclusive jurisdiction of the UK courts. 

Contact Us 

If you have questions about this policy, please contact: 
Returns Department 
Email: [email protected]