Refund policy

Last updated: 19 August 2026

We want customers to be able to buy from Pemican Tools with confidence. This policy explains how cancellations, returns, replacements and refunds are handled. It does not affect your statutory rights.

1. Change-of-mind cancellations and 30-day returns

If you are a consumer buying online, you have the statutory right to cancel your order without giving a reason. You must tell us within 14 days after the day on which you, or a person nominated by you, receives the goods.

In addition to your statutory cancellation rights, Pemican Tools offers a 30-day return period for eligible change-of-mind returns. You may request to return eligible goods within 30 days of the date you receive your order, subject to the return conditions set out in this policy.

To cancel or request a return, email support@pemicantools.com with your order number and a clear statement that you wish to cancel or return your order.

For returns requested under our voluntary 30-day return policy after the statutory 14-day cancellation period has expired, you must follow the return instructions provided by us and return the goods within the timeframe stated in those instructions.

Our voluntary 30-day return policy is in addition to, and does not affect, your statutory rights.

2. Return conditions

Return the item with all parts, accessories, manuals and packaging supplied with it where reasonably possible.

You may inspect the item as you would in a shop. For returns made under your statutory cancellation rights, we may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and function.

For returns made under our voluntary 30-day return policy after the statutory cancellation period has expired, items should be returned in good condition and, where reasonably possible, with their original packaging, accessories and supplied components.

Do not send a return until you have contacted us and received return instructions. This helps us identify and process your parcel efficiently, but it does not limit your legal rights.

3. Return shipping costs

We will bear all costs associated with the return.

We recommend using a tracked or insured delivery service and keeping proof of postage. You remain responsible for the parcel until it reaches us.

If the item is faulty, damaged on arrival, not as described, incorrect, or otherwise fails to meet your statutory rights, we will provide an appropriate return method or reimburse reasonable return postage where required.

Please contact us before sending any faulty, damaged or incorrect item so that we can provide the appropriate return instructions.

4. Faulty, damaged, missing or incorrect goods

Please inspect your order promptly after delivery and contact us as soon as possible if anything is faulty, damaged, missing or incorrect.

Email support@pemicantools.com and include your order number and, where useful, photographs or other information showing the issue.

Goods must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances and applicable law, you may be entitled to reject the goods, receive a repair or replacement, or receive a full or partial refund.

Nothing in this policy removes or limits your statutory rights.

5. Refunds

For a valid cancellation made under your statutory cancellation rights, we will refund the price paid for the goods and the cost of our least expensive standard delivery option, if a delivery charge was paid.

For statutory cancellations, we will issue the refund within 14 days after we receive the returned goods, or after you provide evidence that you sent them back, whichever is earlier, subject to applicable law.

For eligible returns made under our voluntary 30-day return policy after the statutory 14-day cancellation period has expired, we will refund the price paid for the returned goods.

Once goods returned under our voluntary 30-day return policy have been received and inspected, we aim to process the applicable refund within 14 days.

Refunds are made to the original payment method unless we expressly agree otherwise.

Your bank, card issuer or payment provider may require additional time to display the refund in your account after we have processed it.

We do not charge a restocking fee.

6. Replacements and exchanges

If an item is faulty, damaged, incorrect or otherwise not in conformity with your order, we may offer a replacement where appropriate and where you agree to this remedy.

Any replacement is subject to product availability.

If a suitable replacement is unavailable, you may be entitled to a refund or another remedy in accordance with your statutory rights.

For ordinary change-of-mind returns, exchanges are not guaranteed. Where an exchange is not available, you may return the eligible item for a refund and place a new order.

7. Exceptions

The statutory right to cancel may not apply to certain goods, including goods made to your specifications or clearly personalised, and other categories excluded by applicable law.

Our voluntary 30-day return policy may also exclude products that cannot reasonably be accepted for return for hygiene, safety, customisation or other legitimate reasons, where permitted by law.

Any applicable return restriction or exception will be clearly identified before purchase where required.

Faulty, damaged, defective or misdescribed goods remain covered by your statutory rights.

8. Return address

Approved returns should be sent to:

PEMICAN DEVELOPMENTS LIMITED
Ground Floor, Cooper House
316 Regents Park Road
London
N3 2JX
United Kingdom

Please contact support@pemicantools.com before posting a return so that we can provide the correct return instructions and help ensure your return is processed correctly.