Pellpax Terms & Conditions

About Us

Pellpax are completely dedicated to your total satisfaction. We have built a reputation for service that is second to none in the Industry If you have any suggestions or comments please email us at [email protected] - every idea is considered with interest, and acted on where ever practical.

Phone : 01263 731585

Sales Enquiries (orders): [email protected]

We have a dedicated team of industry specialists constantly striving to improve customer service, product quality and a first rate purchasing experience.

Making a Purchase

Making a purchase could not be easier. Just browse our website, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order.

Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes
d. Send you future offers unless you decide to opt out.

Payment Options

We accept Visa and Mastercard Solo and Switch. As you are redirected to a third-party payment gateway (standard internet practice), your card details are taken by those organisations. Details of their security measures - PCI-DSS compliance - can be found on their websites.

Credit Card Security

All payments are made through a third party payment gateway. We do not store any card details for future use.

When filling in the address on the payment form please make sure that you input the same details as your postal address.

If you have any problem with paying via the online gateway please contact the office before trying again.

You can also place your order over the phone 5 days a week between 9.00am and 5.00pm by calling 01263 731585

Back Orders

If your item is not in stock it will be placed on back order. We take deliveries from our suppliers weekly so your goods will normally be delivered in a maximum of 8 working days for postal items or 11 working days for hand delivered items. If there is a longer delay in getting hold of the item you will be contacted to give you the option of waiting or cancelling your order.

Delivery and Shipping

Because of new Legislation, from the 1st of October 2007 we are not allowed to send Air Rifles, Air Pistols or Silencers through the post.

We now deliver all the Airguns we sell using our own Vans, we aim to deliver all airguns across most of the UK, the rest of the items we sell on our website are sent by normal post on 1st class recorded delivery where possible, or by courier.

Products are delivered to the address specified by the customer on the purchase order, or where necessary to a works or alternative address by prior arrangement and only to geographic zones that we service. Please note that where goods are delivered to an address which is not the home address you will still need to produce a photo i.d. and proof of address such as a utility bill. We need to be able to verify your age, address and that the goods have been paid for by the person we are delivering to.

Shipping and Handling Delivery Terms

Where we use a third party to make a delivery (as with any shipment), a delay or loss of goods is possible. In such a case, the carrier shall start an investigation. Every effort is made, for as long as necessary, to find the package. If the package is not found, the carrier will reimburse Pellpax who will then deliver a new, identical package to the customer free of charge.

We shall not be held responsible for delayed delivery times due to the carrier, including for the loss of goods, bad weather or strikes.

Airguns are exempt from this policy due to the new VCR Act.

Loss or Damage in Transit

Pellpax will not be responsible for damage or loss of goods or part thereof in transit or for any discrepancy between the goods delivered and the goods ordered unless the customer gives written or email notice of a claim to Pellpax and the carrier within three (3) business days of delivery.

In the event of damage of goods or part thereof in transit or for any discrepancy between the goods delivered and the goods ordered, the customer must hold the goods and make them available for inspection or collection by Pellpax or its representatives on request.

Delivery Errors

The Customer must inform Pellpax immediately (the same day or, at the latest, the first business day following delivery) concerning any claim of delivery error or non-conformity of goods, in kind or in quality, compared with the information in the purchase order.

Any claim made after this time period may be rejected. All claims must be made in writing and sent to Pellpax or emailed to [email protected]

Any claim that does not respect the rules defined above cannot be taken into account and release Pellpax of any responsibility to the customer.

In the case of delivery error or exchange, all goods to be exchanged or refunded must be returned to Pellpax in whole, in its original packaging and in perfect condition to our business address in North Walsham

For claims to be accepted, the customer must first make a declaration to Pellpax concerning any returns and receive and Pellpax consent. If accepted, the customer will ship the package to our business address in North Walsham.

Shipping fees shall be at Pellpax expense, except in the case where the goods do not correspond to the original declaration made by the customer concerning the return, or a customer has simply changed their mind. Pellpax may waive any shipping costs where they will be visiting the customer with a replacement order or replacement goods.

Faulty Goods and Exchanges

All products leave our premises in perfect condition. The customer must notify the carrier (or postman) of even the slightest trace of damage (holes, signs of crushing, etc.) to the parcel prior to opening the parcel, and refuse the package if necessary. A new identical product will then be sent to the customer at no additional charge.

No exchanges can be made at a later time for goods claiming to be damaged during carriage following the opening of the package, without notification at time of reception.

Returns Policy

If you order an item and it isn't what you expected then we'll happily take most products back (within 14 days from date of receipt) as long as it is in unused, as new condition and in its original packaging.

Any non faulty items which are returned outside of 14 days from the date of receipt may be subject to a 20% restocking charge which will be deducted from the final refund.

All airguns returned to us must be sent via 48hr Parcel Force as they are classed as dangerous goods. Please do not send airguns back via standard post as airguns are not covered by their service and may be destroyed. Alternatively, we can collect the items from you using our fleet of drivers for a small collection fee.

Please note that ALL non-faulty items must be returned in saleable condition and in all original packaging otherwise a larger restocking figure may be applied as we will be unable to resell the item as new or at anything near its true value.

For some items, such as made-to-order, special ordered items or personal use or hygiene products unfortunately we are unable to take the products back. Additionally cancellations of special order / made to order items may incur a restocking fee. If you have any queries then please call us to ask for further details.

The Customer shall comply with the Pellpax returns procedure as defined below. Pellpax will not accept any returned goods should the returns procedure not be followed.

The Customer must contact Pellpax by either telephone or by e-mail to obtain a returns authorisation. A returns code will be issued and must be referred to in all correspondence. This number must also be clearly marked on any returned packages. The customer is responsible for returning the goods with 14 days of receiving the item.

In cases where the faulty or damaged goods are rejected within 14 days, the Customer is entitled to a replacement, alternative goods or a refund. The faulty or damaged product must be returned to the location specified by Pellpax before the refund or replacement can be issued.

All refunds will be issued within 14 working days of an order being cancelled or items returned.
Pellpax accepts no responsibility over returns shipping costs for rejected items unless they are faulty in which case Pellpax will cover the normal cost of returning the goods via tracked post or courier but will not cover the cost of express, next day, Saturday, am, special or any other form of expedited delivery.

Please Note : Our returns and repairs address is as follows :

Pellpax
Unit G
Hornbeam Rd
North Walsham
Norfolk
NR28 0FX

The Customer must also complete a Returns Form which can be downloaded from this link... Goods Return Form.

Cancellations

Cancellations are only accepted if the Customer complies with our cancellation procedure and before any goods have been despatched. If the order has been despatched prior to the cancellation, the returns procedure as defined above will apply. If the procedure is not followed, the order will be considered valid and the Customer will remain liable for the full payment.

Cancellations can be made either by telephone or by e-mail directly with Pellpax.

Cancellations and returns requests made after a product has been delivered and is deemed fit for purpose need to be authorised by Pellpax and given an appropriate returns number. The cost and risk of returning these goods is solely the customers. A credit will only be made once the returned goods have been inspected and deemed fit for resale and MAY be subject to a 10% handling charge of the cost of goods purchased.

Pellpax can organise the collection of these goods and the cost subtracted from the amount to be credited to the customer or the goods can be shipped and paid for by the customer on their own nominated carrier with the appropriate insurance cover. Returned goods must be in their original packaging, complete with non of the internal packaging having been opened.

These terms and conditions are governed and shall be interpreted in accordance with U.K. Law.

Guarantee Warranty

All goods come with the manufacturers 1 year warranty (normally one year). In addition Pellpax offer a free lifetime servicing and repair warranty. This covers you for any manpower charges but excludes shipping and parts. This may not apply if the item has been modified or repaired by the customer or any other third party not specifically approved by Pellpax.

The provisions hereof cannot deprive the customer of their right to legal warrant requiring Pellpax to protect the customer against latent defects of goods sold.

The customer is expressly informed that Pellpax is not the manufacturer of the goods presented in the Pellpax web site and that Pellpax shall not be held liable for defective goods.

In the case of damage to a person or property resulting from a product defect, only the product manufacturer shall be held liable and sought after by the customer, by means of the information provided on the packaging of said product.

Our Promise

We will always do our best to help in whatever way we can. The focus of this business is you, our customer. Please feel free to contact us directly if you believe you have not received the best service possible. If you feel like you haven't received this service please contact us through the following email address : [email protected]