Returns, Refunds and Warranty

Returns and Refunds

Unless explicitly stated otherwise, in the item details; pemlosa offers a free returns service.

Need to return goods? No worries.

We’ll put it right with a free and easy returns service. 

Happy customers are important to us, so we want to fix issues fast.

You have the right to cancel or return your goods from the moment you place your online order, and up to 3 months from the day you receive your goods. We shall refer to this as a "cooling-off period".

We only ask that items remain in a resell-able condition for a full refund.

• Items should be returned in the same condition in which received, and should include the original package, and all parts that were in the original package;
• If the returned item is used, damaged, or missing any parts, or missing the original manufacturers package, or is damaged during return delivery because it wasn't packaged adequately, pemlosa reserves the right to provide a partial refund to account for the loss in the item's value;
• We do not accept returns for damaged or broken items unless the item manifests a defect in materials or workmanship; please consult our Warranty information below for detailed information

If you are not completely happy with your goods please contact us via email within the "cooling-off period" with your concerns.

Returns examples

I have changed my mind:

We understand that from time to time you may change your mind and need to return a product so we’ll put it right - please contact us via email within the "cooling-off period".

I received a damaged item:

In the unlikely event you receive a damaged item...

we’ll put it right - please contact us via email within the "cooling-off period".

I received an incomplete order:

In the unlikely event there’s something missing from your order...

we’ll put it right - please contact us via email within the "cooling-off period".

I received a product that I did not order:

In the unlikely event that you receive an item that you didn’t order...

we’ll put it right - please contact us via email within the "cooling-off period".

Refunds

Authorised refunds may take 5-10 days to appear in your account

Warranty

Unless explicitly stated otherwise, in the item details; pemlosa offers a 12 month minimum warranty for all physical items.

To the extent permitted by UK law, pemlosa guarantees that it will repair, replace, or refund; at pemlosa's option, an item that manifests a defect in materials or workmanship during the warranty period, if you, the end-user customer, provides pemlosa with notice of a defect in your product during the warranty period.

pemlosa's obligation under this warranty ceases upon the expiration of the warranty period.

Warranty examples

My device won’t turn on:

As we all know, sometimes tech doesn’t like to play ball, so we’ll put it right - please contact us via email within the warranty period.

I have a technical issue:

As we all know, sometimes tech doesn’t like to play ball, so we’ll put it right - please contact us via email within the warranty period.

Exclusions

There is no return option or warranty option on digital products.

It is at pemlosa’s discretion to offer warranty on some accessories; such as power adaptors or chargers, stylus (sold with a product) .

pemlosa does not warrant that the operation of an item will be uninterrupted or error-free.

The pemlosa product guarantee does not extend to any item that has been damaged or rendered defective as a result of accident, misuse, liquid spills, abuse, contamination, improper or inadequate maintenance or calibration, or other external causes;

• by improper site preparation, maintenance or environmental conditions that do not conform to product site specifications;
• by loss or damage in transit;
• by modification or service by anyone other than pemlosa;
• by improper installation of end-user replaceable approved parts

pemlosa is not responsible for any interoperability or compatibility issues that may arise when:

• products, software, or options not supported by the product manufacturer are used;
• configurations not supported by product manufacturer are used; or
• parts intended for one system are installed in another system of different make or model

The pemlosa warranty does not extend to products from which the product serial number has been removed, altered or modified.

Fradulent Transactions

pemlosa operates a strict and secure card payment system with our partner Stripe.

Stripe's machine learning system continuously monitors all payments processed. In rare cases, a payment may be suspected of being fraudulent after it has already been processed. Further activity on the card may be detected which now suggests it's being used fraudulently, or an alert might be flagged from the card network. Although Stripe notify pemlosa as soon as they become aware of any suspicious activity, it may be several days after a payment has been made. Keep in mind that this is not confirmation that a payment was fraudulent – only that Stripe have reason to believe it is.

Where card payments appear fraudulent, pemlosa will take active steps to block and stop transactions.

If pemlosa deems a sale of item/goods transaction is potentially fraudulent, or a dispute arises concerning the card payment:

• If the item/goods have not shipped: pemlosa may seek further evidence of customer identity before progressing the sale, OR pemlosa may halt/stop shipment of the item/goods, cancel the order and initiate a Full Refund of the payment
• If the item/goods have shipped: pemlosa will seek return of the item/goods. Subject to return status and condition of the item/goods, pemlosa reserves the right to offer a Full Refund, Partial Refund, or No Refund of the payment

To contact us please email: returns@pemlosa.io