Terms and conditions
Please read the following terms and conditions carefully as by using our website and purchasing any products you are agreeing to them.
We accept MasterCard, Visa, Paypal. Billing will appear as "penfield.com". Goods will only be dispatched once payment has cleared.
penfield.com is part of Internet Fusion Ltd.
Our prices exclude delivery. Delivery pricing is dependent on delivery method, country destination and weight.
Our prices remain the same irrespective of where you live, with a single global price for each product, excluding of all relevant VAT charges. Internet Fusion Ltd is VAT registered (Vat No. GB 262 4304 29).
penfield.com reserve the right to cancel any orders where pricing errors have occurred without notice.
If for some reason you are not happy with your product you can return it to us for a refund. We do not offer exchanges at this time and so if you need a new size please make a new order online.
In order to qualify for a refund, you must request your RAN within 30 days of receiving your item, having taken good care of it and kept it in an unused state, complete with packaging and all its components. See the Returns Page for details on how to get your RAN and returning your item. The refund will be made direct to the credit/charge card originally used to place the order. The refund will be issued within a few days of us receiving your item and once issued it will usually take 3-5 working days to show in your account.
Please be aware that you are responsible for the returned item until it has reached us. We recommend using a secure delivery method which requires tracking or a signature upon receipt. The ReBOUND option we offer for international customers via our returns form are all tracked.
We reserve the right to refuse any returns that do not meet our returns criteria (for example worn items or items returned without original packaging). If a return item cannot be accepted by us, we will contact you to arrange the shipping back to your address, we cannot issue refunds for items which are refused due to a breach of our return’s terms. Any refused returns items that cannot be accepted to your address will be disposed of by us after 30 days of storage.
If you return the wrong item to us, we will endeavour to locate the parcel and return it, however on some occasions this is not possible. Please note we cannot accept liability for any returns deliveries that were not intended for us and we will not be able to compensate for the loss of these items. Any items incorrectly delivered to us that cannot be returned will be disposed of after 30 days storage.
Gift with Purchase return
You have 30 days from the date on which the goods were received to return any item for a refund.
Some of our products come with a Gift with Purchase (GWP). If your item is not suitable and you wish to return this to us for a full refund, we kindly request your gift with purchase is returned to us also. If your item is received without the GWP the price will be deducted from your refund.
Refunds And Exchanges
If for some reason you are not happy with your product you can return it to us for a refund or exchange.
In order to qualify for a refund or exchange, you must request your RAN within 30 days of receiving your item, having taken good care of it and kept it in an unused state, complete with packaging and all it's components. See the Returns Page for details on how to get your RAN and returning your item.
The refund will be made direct to the credit/charge card originally used to place the order unless requested otherwise. The refund will be made as soon as the item has been returned and if not received, then within 30 days of a RAN being requested.
You will not be refunded for the P&P of your item, but please be aware that you are responsible for the returned item until it has reached us. We recommend using a secure delivery method which requires a signature upon receipt such as Royal Mail Recorded Delivery. This does not affect your statutory rights.
Our products are packaged to ensure they arrive to you in good condition. However very occasionally items will arrive damaged or with defects. If this does occur then please see the Returns Page for details on how to return your item.
Once we have received and inspected the returned item, we will replace the item free of charge. Should a refund be requested, then the refund will be made as soon as the item has been returned and if not received, then within 30 days of a RAN being requested.
In these circumstances we will also pay you the cost of the return postage. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.
This does not affect your Statutory Rights.
We try to complete all cancellation requests before the time of the order’s dispatch, although we cannot guarantee a successful cancellation.
For the best chance of completing your cancellation quickly, please add "Cancellation" in the subject line of your email to us and ensure all order details, including order number, are included within the message.
Once items have been dispatched, we are often unable to cancel. If this is the case, we would recommend refusing the item when delivery is attempted or returning the item to us once delivered.
We reserve the right to cancel any order without notice which are subject to pricing errors, stock issues or quality control issues.
You will normally receive three emails from us. The first email is your confirmation of order. This is confirmation that we have received your order. It is not confirmation that the order you have placed is guaranteed to be in stock or that it can be fulfilled. Sometimes errors do occur in our stock inventory or other customers order just before you. We cannot be liable or responsible for any loss occurring because your items are not in stock. We will endeavour to contact you as soon as possible if this is the case. The 2nd email you get from us is your email receipt and means that your order has been processed, your item(s) are in stock. The 3rd email will tell you that your order is being shipped.
We will make every effort to deliver your order within the time estimate (the estimate is in working days unless otherwise stated) provided on our website. However, this is an estimate, and delivery within the time quoted cannot be guaranteed. If the goods are not delivered within the time we have estimated, please feel free to contact us by telephone (+44 808 196 0296) or email and we will try to resolve the issue promptly.
The Order Status request facility is there for your convenience and allows you to highlight to us that you have yet to receive your order. If you are using this facility please ensure you complete all the required information and only submit a request once the estimated delivery time has elapsed or we may not respond to that request.
We will not be liable for any loss caused to you by late delivery over the estimated provided.
Please note that we do not dispatch goods to PO Boxes and reserve the right to cancel any order where the address is later found to be a PO Box.
5. Non Delivery
It is the buyer's responsibility to notify us if the goods have not been received within 21 days of the estimated delivery date or receipt of our invoice.
If no notification is made within this time period the buyer shall be deemed to have received the goods.
6. Duty/Import/General Sale Tax on International Delivery
For countries outside the EU there may be taxes and fees or other charges that you may be liable for. Please check with your local customs office before the order is placed as these charges vary from country to country and we do not have a control over these charges. We have provided an idea of the duty threshold on our website but this is for guidance only and may change at any time.
If local import and custom charges are refused or not paid by you, then the item could be returned to us or possibly even destroyed. If your order is not returned to us we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to us.
7. Promotional Offers
Some of our products offer a "Free Item" along side ordering a product.
This "Free Item" is subject to availability, and ordering the said product does not guarantee the customer the "Free Item".
Should the product ordered, with the attached free item, be requested for return or exchange, the "Free Item" will also be requested for return.
A "Free Item" will not be sent if an order is made in conjunction with any other offer, including Price Promises.
8. Promotional Codes
If you have a valid Promotional Code then you can enter it into the Promo Code box on the checkout page and your order will be discounted accordingly. Please ensure that you check the expiry date and any limitations as they normally run for a limited time only and may be restricted to certain brands, products or categories. Please note that Promotional Codes are subject to change, can be withdrawn at any time and only one Promo Code can be entered per order. We do not accept Promotional Codes encouraging repeat custom if you cancel your original order.
If you have any issues with the use of Promotional Codes please contact our customer services department by our Contact Us form and we will get back to you as soon as possible.
Copying and printing portions of this website is permitted only for the sole purpose of placing an order with us. The materials on our website may not be used for any other purpose without written permission from penfield.com.
Many of the products penfield.com sell should be used with high quality safety equipment such as helmet, gloves and kneepads. The extreme products we sell should be used in open spaces away from traffic and individuals should have a thorough understanding of how the product operates/handles before being left to ride/use the product alone. It is the responsibility of each individual to the purchase relevant insurance where applicable. penfield.com accepts no responsibility for the injury or fatality of an individual or third party whilst using any products sold through ourselves.
11. Security & Privacy Of Information
Any personal information provided to or to be collected by penfield.com or one of its other operating companies is controlled by Internet Fusion Ltd, of:
penfield.com Internet Fusion Ltd, 2 Stone Buildings Lincoln's Inn, London WC2A 3TH United Kingdom
We will not collect any information about individuals, except where it is specifically and knowingly provided, for example, at the time of ordering. This data is referred to in this policy as 'personal information'.
When you order, we collect personal information such as your name, e-mail address, delivery address, telephone number, credit or debit card number and the card's expiry date. This allows us to process and fulfil your order(s) and to notify you about the status of your order(s).
We will also collect non-transactional data should you enter a competition, take part in a survey, request an e-newsletter or contact penfield.com or one of its other operating companies via email.
We may also use the information we collect to occasionally notify you about news and information about goods and services we think you may find valuable. At every point on the site where such personal information is collected, we give you the option to tell us if you do not want your personal information used in this way. If at any later stage you decide you would rather not receive such information please Contact Us and typing "NO EMAIL" in the question/comment box.
The information collected will also be used to help us provide further services on this site in the future.
We employ other companies and individuals to perform functions on our behalf, (i.e. when fulfilling orders), processing credit card payments, and providing customer service. Our contractors have access to personal information needed to perform their functions, but may not use it for other purposes.
We may share non-personal aggregate statistics (group) data about visitors to this site, sales and traffic patterns. However we do not sell or share any information about you as an individual user of this site unless you agree to us doing so.
12. Cookies - Our Policy; what and how we use them
A cookie is a small file and holds a certain amount of data, which the website can send to your browser. It may then be stored on your computer's hard drive and can be accessed by our web server. This cookie data can then be retrieved and can allow us to customise our web pages and services accordingly. It's important to clarify that cookies do not collect any personal data stored on your hard drive or computer.
You can find out all about cookies from this website AllAboutCookies.org.
Our website uses both persistent and session cookies:
Persistent cookies are used to allow the website to recognise users when they return to the site and to remember certain information about their preferences. These cookies are cookies which stay on your computer permanently, until you "manually" delete them.
Session cookies are used in order to allow customers to carry information across pages of the website, without having to re-enter such information. These cookies delete themselves automatically when you leave a website and go to another, or when you shut down your browser.
We have also developed relationships with carefully selected and monitored partners, to assist in the delivery of a high quality website. Some of these partners may also set cookies during your visit to support customisation of adverts that you may see elsewhere on the Internet, and/or in order to meet contractual obligations with us.
While these cookies do not store any personal details relating to you or your credit cards, please note we do not have access or control over the cookies and similar technologies that our partners use.
Should you choose to disable, reject or block our cookies, some parts of our website will not function fully, or in some cases, our website will not be accessible at all. Our cookies do not contain any personally identifying information, but they do enable us to provide features such as enabling us to store items in your shopping basket between visits. Most web browsers automatically accept cookies, but you can usually change your browser settings to prevent this. It is not possible to make a purchase unless you have cookies turned on and we recommend that you leave them turned on.
For more information on how to control your cookie settings and browser settings, or how to delete cookies on your hard drive, please visit AllAboutCookies.org.
The "help" portion of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Disabling cookies may result in loss of functionality of the website.
This website stores information about your account, your orders, and products which interest you. It is used to manage your account and process your orders.
Personal data may be used to send triggered emails, such as cart abandonment and purchase confirmation emails. And to personalise marketing, for example, to suggest products related to your previous purchases.
It may also be used to send you special offers and product news by email.
We will try to provide you with links to high quality, reputable sites which we believe will be of interest and relevant to you, but please note that such third party sites are not under our control and we do not contribute to the content of such sites. When you click through to these sites you leave the area controlled by penfield.com. We cannot accept responsibility for any issues arising in connection with either the third party's use of your data, the site content or the services offered to you by these sites.
When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us.
It is important for you to protect against unauthorised access to your password and to your computer.
Be sure to sign off when you have finished using a shared computer.
You do not have to provide penfield.com with any of the information requested, however your computer will need to accept cookies to enable you to place orders.
penfield.com does not sell products for purchase by children. We sell children's products for purchase by adults. If you are under 18, you may order from penfield.com only with the involvement of a parent or guardian.
penfield.com will undertake to handle a complaint fairly and competently. We will keep you informed either by telephone or email at each stage and will endeavour to fully resolve your complaint within 72 hours. If you are still not happy with the way your complaint is being handled you should write to:
penfield.com Customer Service Manager Internet Fusion Ltd, 2 Stone Buildings Lincoln's Inn, London WC2A 3TH United Kingdom
15. The Waste Electrical and Electronic Equipment Regulations (WEEE Regulations)
The Waste Electrical and Electronic Equipment Regulations are now part of UK law. The UK have agreed to reduce the amount of WEEE that is being disposed of in landfill sites.
It is important that the amount of WEEE sent to landfill sites is reduced because:
Some WEEE can be re-used or recycled. The amount of landfill space available in the UK is decreasing. If we can keep WEEE out of landfill sites it means there is more landfill space available for non-recyclable waste.
WEEE can contain hazardous substances. When left in landfill sites the hazardous substances in WEEE can pollute soil and contaminate water supplies. This contamination can damage human health and the environment.
Distributors of new Electric and Electronic Equipment (or EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
penfield.com are "doing our bit" under these regulations by offering our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product.
For example, if a customer buys a new torch from us we will take back their old torch (provided it is of equivalent type and function) and prevent it going into a landfill site by disposing of it safely. Customers must return their old WEEE within 28 days of purchasing their new item. Customers do not have to pay to return their old item to us.
If you wish to return your WEEE item, please contact us at the telephone number +44 808 196 0296 or using our Contact Us form.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste.
16. penfield.com are pleased to take back and recycle used batteries free of charge for recycling for customers within the UK.
By recycling your used batteries via dedicated battery collection points you are contributing to protecting our environment and the earth's natural resources.
Batteries are made from important resources and chemicals, including lead, cadmium, zinc, lithium and mercury. If batteries are disposed of as normal municipal household waste, they will be taken to a landfill site and those resources will be lost and will contribute to the pollution of the environment. Recycling is one way you can help the environment and you should dispose of used batteries separately from other waste, using the collection and recycling schemes available.
Your role in contributing to the recycling of waste batteries and in preventing pollution of the environment is essential. Each used battery that you place in a recycling box will be taken apart and many of the materials will be recovered and used to make new batteries or something else.
All batteries are labeled with the crossed-out wheeled bin below, to indicate that they should not be disposed of as normal waste, but in specific recycling centres.
Batteries containing hazardous substances such as mercury (Hg), cadmium (Cd) or lead (Pb) are marked with their chemical symbol as well.
Please click here to identify a battery collection point near you that will accept your used batteries free of charge. Please make sure to select the 'Batteries' field before entering your postcode.
You may also contact your local authority for information on a recycling facility in your area that will take back your used batteries. For used car batteries please contact you nearest Civic Amenity Site, or check the above link by carefully looking in the results which of the sites listed will accept car batteries for recycling.
17. Policy Changes
If we decide to change our policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it. Any changes to this policy made by Internet Fusion Ltd will be posted here and will take effect immediately. Internet Fusion reserve the right to amend the terms and conditions without notice. This policy was last updated in January 2019.
18. Tell Us What You Think?
Internet Fusion Ltd welcomes your questions and comments about privacy.
If you have any questions please Contact Us, or by post at the address shown above.
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