Cancellations You may cancel your order at any time from placing the order to the point it is shipped and we will provide a full refund. Once the order has been shipped it cannot be cancelled however our standard warranty & returns policies will then be applicable.
Warranty & Returns
All products are chosen based on their high quality designs and proven hardware reliability, So the quality is guaranteed.
All products are guaranteed by a 12-month warranty against manufacturing defects.
All goods dispatched are checked for quality, including checks of the appearance of the goods, the function of the hardware and software, the packaging, and inclusion of applicable accessories and power adapters.
We aim to communicate openly, promptly, and carefully with all customers in relation to issues with received goods.
The 12 month warranty period begins on receipt of the goods.
This warranty shall not apply if the goods have been worked upon, altered or damaged in any way by the Customer or its employees or agents, or to goods not used in accordance with the manufacturer's instructions.
Customers who wish to make a warranty claim must comply with the manufacturer's instructions and warranty procedure. In order to resolve your problem as quickly as possible, we may refer you to the product manufacturer who will deal directly with the return. In these instances, we will provide you with the contact information for the relevant manufacturer. If you are a consumer, this does not affect your statutory rights.
Please open all the boxes or parcels as soon as they arrive. You have 14 days to notify Flying Penguin of any intention to return a product. If we are not notified of within this time, you agree to indemnify Flying Penguin in full against any losses we suffer as a result of your failure to notify us within 14 days. So please open all boxes and check your goods, as we really do want you to have a great shopping experience with us.
Goods must be returned within 14 days of delivery. We are unable to accept returns of unwanted and non-faulty items after 14 days. You must organise the return of items at your expense and risk.
The value refunded for goods returned within 14 days will be equal to the cost of the product returned less the shipping costs.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
The Returns Process:
1. Customer contacts Flying Penguin detailing the order number, product name/item code, and nature of the problem via the returns authorisation form.
2. Flying Penguin replies authorising the return and providing instruction of how and where to return the goods.
3. Customer returns the goods at their own expense using the instructions provided.
4. On receipt of the faulty goods they will be examined to determine whether the goods were faulty due to manufacturing fault/defect or whether they have been damaged through misuse.
5. If it is determined that the goods were faulty / defective due to manufacturing error we shall dispatch a replacement with full tracking details provided, as per normal orders. If a replacement or a suitable alternative is not available a full refund will be issued. If it is determined that the fault of the goods was caused by reason of your misuse or negligence, we will inform you of this and we will return the goods to you at your cost or dispose of the goods at your instruction. If you do not elect within 28 days to have the goods returned to you or disposed of, we will dispose of the goods.
Returns of unwanted items:
Is the flying-penguin.co.uk website secure?
Yes, we use industry standard 256 bit secure sockets layer (SSL) technology to encrypt sensitive information.
What are the payment options?
We accept a range of credit/debit cards (including; VISA, MasterCard, Switch, Solo, Maestro and Delta) all processed via SECpay secure payments, we also accept PayPal Express Checkout. Payment via Cheque/Postal Order through the post (UK only) can be arranged but goods will not be shipped until payment has cleared. To arrange payment via Cheque/Postal Order please contact us. We also now accept payment via Bank Transfer, either UK to UK bank or International Bank Transfer. These options are available to select during checkout. Select the option you require and the relevant bank details will be revealed to you along with the total amount of your order.
How much do you charge for delivery?
We now offer FREE Delivery for all oders over £150.
For orders under £150 delivery costs vary dependant on which delivery option you chose. Please see our Shipping and Returns page for more details. To price a delivery please add the item to the shopping basket.
How long will delivery take?
There is no single answer to this question: Delivery times (like shipping costs) depend entirely on the item/s you order, the size of the order, and the destination. Items shipped directly from ourselves within the UK to UK customers will usually be delivered within 3-5 working days. Items shipped via our internetional supply chain usually arrive with our customers within 6-12 working days or within 3-6 working days if DHL shipping option is chosen. Depending on what you order, your goods could arrive within a shorter time. Please see our Shipping and Returns page for more details.
Why do you need my phone number for delivery?
A valid contact phone number is necessary for the courier so they can contact you if there is a failed delivery.
Flying Penguin will not use this number to contact you - it is only to prevent packages being returned undelivered.
Do you deliver to countries outside the UK?
We deliver to almost every country worldwide. It usually doesn't cost more either!
If you have any other questions please email us at: sales@flying-penguin.co.uk
