Returns and Refund Policy

Effective date: 20 June 2026

This Returns and Refund Policy applies to products purchased from the PMK IWATSU UK LTD online store.

Nothing in this policy limits any statutory rights that cannot lawfully be excluded.

1. Contacting us about a return

Before returning a product, please contact us so that we can confirm the appropriate return address, provide return instructions, and, where applicable, issue a return authorisation.

Email: sales@pmk-iwatsu.co.uk
Telephone: +44 1223 974400

Please include:

• your name and contact details;

• your order number;

• the product and quantity concerned;

• the reason for the return;

• the product serial number, where applicable; and

• photographs or other relevant information if the product is damaged or faulty.

Do not send products to our registered office unless we have expressly instructed you to do so.

2. Consumer change-of-mind cancellations

This section applies where you purchased the product as an individual acting wholly or mainly outside your trade, business, craft, or profession.

For most products purchased online, you may cancel your order without giving a reason.

You must notify us of your decision to cancel no later than 14 days after the day on which:

• you, or a person nominated by you, receives the goods; or

• for an order delivered in several shipments, you receive the final shipment.

You may notify us by email or another clear written statement. You do not have to use a particular form, but your notice must clearly identify the order you wish to cancel.

After notifying us, you must return the goods no later than 14 days after the day on which you informed us of the cancellation.

3. Condition of change-of-mind returns

You may inspect a product to the extent reasonably necessary to establish its nature, characteristics, and functionality, as you could normally do in a physical shop.

You are responsible for any reduction in value resulting from handling beyond what is reasonably necessary for that purpose.

For example, a deduction may be made where a product has been:

• installed, integrated, calibrated, modified, or configured;

• subjected to voltage, current, temperature, mechanical stress, or other operating conditions;

• damaged through improper handling or inadequate packaging;

• used for testing or production work beyond a reasonable inspection;

• returned with missing accessories, documentation, leads, adapters, licences, or other included components; or

• returned in a condition that prevents its resale as new.

Where possible, products should be returned in their original packaging with all accessories, manuals, certificates, protective materials, and included components.

Original packaging is especially important for delicate, calibrated, electrostatic-sensitive, high-voltage, or high-value equipment. If the original packaging is unavailable, the customer must use packaging that provides equivalent protection.

This section does not permit us to make a deduction merely because packaging has been opened where opening it was reasonably necessary to inspect the product.

4. Return shipping for change-of-mind cancellations

Unless we agree otherwise, you are responsible for the direct cost of returning goods when cancelling because you have changed your mind.

Products must be returned using an appropriately insured and traceable service. You remain responsible for the returned product until it is received by us or by the return facility specified in our instructions.

Large, heavy, palletised, delicate, or high-value equipment may require specialist collection. Please contact us before arranging transport. If we arrange collection on your behalf, you may be required to pay the direct collection cost, which we will communicate to you in advance.

We will pay the reasonable return cost where goods are faulty, damaged, misdescribed, or otherwise do not conform to the contract.

5. Refunds following consumer cancellation

Where you validly cancel an eligible order, we will refund:

• the price paid for the returned goods; and

• the cost of our least expensive standard delivery method offered for the order.

If you selected an enhanced, express, timed, or other premium delivery service, we are not required to refund the additional amount above the cost of standard delivery.

We may reduce the refund to reflect any diminished value caused by handling beyond what was reasonably necessary to inspect the goods.

We may withhold the refund until:

• we have received the returned goods; or

• you provide evidence that the goods have been sent back,

whichever occurs first.

The refund will be made without undue delay and no later than 14 days after that point. Refunds will normally be issued through the original payment method unless expressly agreed otherwise.

We are not responsible for exchange-rate differences or fees imposed by your bank, card issuer, payment provider, customs authority, or another third party.

6. Products excluded from change-of-mind cancellation

The statutory change-of-mind right does not apply, where permitted by law, to:

• products made to your specifications or clearly personalised for you;

• products specially modified, engraved, wired, programmed, calibrated, configured, or adapted to your individual requirements;

• software or digital content supplied immediately after you expressly requested immediate supply and acknowledged the resulting loss of your cancellation right;

• sealed software or sealed audio or video recordings after the seal has been broken; and

• other products or contracts excluded from cancellation under applicable law.

A product is not necessarily excluded merely because it was not held in our stock or was ordered from a manufacturer after you placed your order. We will identify any product that is genuinely made to your specifications or clearly personalised before accepting the order where reasonably practicable.

Your rights relating to faulty, damaged, misdescribed, or non-conforming goods are not affected by these exclusions.

7. Cancellation before dispatch

Please contact us promptly if you wish to cancel an order before it has been dispatched.

Where the order contains standard products and cancellation remains possible, we will cancel it and issue the applicable refund.

Orders for products already manufactured, modified, configured, or procured to individual specifications may not be cancellable where the statutory exception for made-to-specification or clearly personalised goods applies.

Nothing in this section removes a cancellation right that you have under applicable law.

8. Faulty, damaged, or incorrect goods

Products supplied to consumers must be of satisfactory quality, fit for any particular purpose made known to us and accepted by us, and as described.

Please contact us promptly if a product:

• is faulty;

• was damaged before or during delivery;

• is materially different from its description;

• is missing an included component; or

• is not the product ordered.

We may request photographs, serial numbers, diagnostic information, operating conditions, configuration files, or other reasonable information to help identify the problem. For electrical and electronic equipment, we may also ask that the product be disconnected and not used further until appropriate checks have been completed.

Where applicable, consumer remedies may include:

• the short-term right to reject the goods;

• repair or replacement;

• a price reduction; or

• a final right to reject the goods and receive a refund.

The remedy available depends on the circumstances, the time since delivery, the nature of the problem, and applicable law.

We will bear reasonable return or collection costs where goods are validly rejected because they do not conform to the contract.

9. Damage in transit

Please inspect the shipment as soon as reasonably possible after delivery.

If the packaging or product appears damaged:

1. note the visible damage on the carrier’s delivery record where possible;

2. photograph the outer packaging before opening it;

3. retain the packaging, labels, pallet, and protective materials;

4. photograph the product and any internal damage; and

5. contact us promptly, preferably within two business days.

Prompt notice allows us to investigate the shipment and submit a carrier claim. Failure to report damage within two business days does not remove any statutory consumer rights.

10. Warranty and technical assessment

A manufacturer’s commercial warranty is additional to, and does not replace, statutory consumer rights.

Some products may need to be inspected, tested, or returned to the manufacturer or an authorised service facility before the cause of a reported fault can be established.

If assessment shows that the problem was caused by circumstances not covered by statutory rights or an applicable warranty—such as misuse, operation outside published ratings, accidental damage, unauthorised modification, contamination, incorrect connection, unsuitable accessories, or inadequate storage—we may provide a quotation for inspection, repair, calibration, return transport, or replacement.

No charge will be imposed without an appropriate contractual or legal basis.

11. Calibration and certificates

Unless a product is faulty or does not conform to the contract, charges for completed services—such as calibration, adjustment, programming, configuration, certification, inspection, or expedited processing—may not be refundable once the service has been fully performed with the customer’s prior agreement.

Where a return includes calibration certificates, traceability documents, licences, keys, or individually issued documentation, these must be returned or cancelled where applicable.

12. Business customers

A business customer is a person or organisation purchasing wholly or mainly for purposes relating to its trade, business, craft, or profession.

Business customers do not receive the consumer change-of-mind cancellation right described in Section 2.

Returns by business customers are subject to:

• the applicable quotation, order confirmation, terms of sale, and warranty;

• our prior written approval;

• the goods being unused and in resalable condition, unless they are being returned as faulty;

• applicable inspection, testing, calibration, repackaging, transport, and restocking charges; and

• applicable law.

Special-order, manufacturer-ordered, configured, calibrated, modified, or made-to-order products will generally not be accepted for discretionary return by business customers.

Nothing in this section excludes rights or remedies that apply under the agreed contract or that cannot lawfully be excluded.

13. Unauthorised returns

Please do not return products without first contacting us.

An unidentified or unauthorised return may be delayed while we attempt to identify the sender, order, product condition, and reason for return. The customer may be responsible for reasonable costs arising from a return sent to the wrong address or without suitable transport and packaging.

This administrative requirement does not remove a consumer’s statutory rights or invalidate an otherwise valid cancellation.

14. International returns

Customers returning products from outside the United Kingdom must follow our return instructions and clearly identify the shipment as returned goods where appropriate.

The customer is responsible for ensuring that the return documentation is accurate and for avoiding unnecessary import duties, taxes, or clearance charges. We are not responsible for charges caused by incorrect or incomplete customs documentation.

For a change-of-mind return, the customer is responsible for return shipping, insurance, export procedures, and any applicable charges unless mandatory law provides otherwise.

For valid returns of faulty or non-conforming goods, we will provide appropriate instructions regarding reasonable transport costs.

Customers outside the United Kingdom may have additional mandatory rights under the laws applicable to them.

15. Refund processing

Approved refunds are issued to the original payment method unless another method is expressly agreed.

After we issue a refund, the time required for it to appear in your account depends on the relevant bank, card issuer, Shopify payment service, or other payment provider.

Shipping, customs duties, import VAT, brokerage charges, payment-provider fees, and other third-party charges are refundable only where required by law or expressly agreed by us.

16. Contact details

PMK IWATSU UK LTD

Email: sales@pmk-iwatsu.co.uk
Telephone: +44 1223 974400

Please contact us before sending any return so that we can provide the correct return location and handling instructions.