Refund policy
Return and refund policy
Last updated: 2 July 2026
We want you to be happy with your purchase. This policy explains your rights to return items and receive a refund, in line with UK consumer law.
Your Right to Cancel (Distance Selling)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To do this, contact us at pioneerprecisionengineering@gmail.com within that period. You must then return the goods within 14 days of telling us you wish to cancel, at your own cost, unless the item is faulty.
Exceptions
The right to cancel does not apply to:
- Goods made to your specification or clearly personalised (e.g. custom-machined parts, bespoke fittings)
- Goods that have been fitted, installed, or used in a way that means they can no longer be resold as new
Faulty or Incorrect Items
If an item arrives faulty, damaged, or is not what you ordered, contact us within 30 days for a full refund or replacement, including return postage costs. Please provide photos where possible so we can resolve this quickly. Beyond 30 days, your statutory rights under the Consumer Rights Act 2015 still apply for goods that are faulty, not as described, or not fit for purpose.
Condition of Returns
Returned items should be unused, in their original packaging where possible, and accompanied by proof of purchase.
Refund Method and Timing
Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods (or evidence you've sent them).
How to Start a Return
Email pioneerprecisionengineering@gmail.com with your order number and reason for return, and we'll confirm the next steps.