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Delivery and returns
Delivery and returns
We deliver goods across the UK mainland. After completing your purchase, please select your preferred shipping method.
Important: Delivery by courier not include insurance and is at the buyer’s risk.
Estimate delivery time: 2-5 business days after payment is received.
Standard delivery rates:
- Up to 25 kg (box or bag, size: 50x50x60 cm) – £20 (inches. VAT)
- Up to 15 kg (30x30x30 cm) – £15 (inc. VAT)
- Up to 5 kg (30x30x30 cm) – £10 (inc. VAT)
- Larger parcels (up to 30 kg, size: 250x30x30 cm) – £45 (inc. VAT)
Next Day Delivery (orders placed and paid before 10:00 AM):
- Up to 25 kg (50x50x60 cm) – £25
- Up to 15 kg (30x30x30 cm) – £20
- Up to 5 kg (30x30x30 cm) – £15
Click & Delivery – within London and surrounding areas (delivery within 3 business days after payment is received)
Free delivery thresholds:
- Over £200 – WD, HA, UB
- Over £500 – EN, N, NW, W, WC, EC, TW (orders under £50 may not qualify)
- Over £1000 – KT, SW, E, IG, RM, SE, SM, CR, BR, DA (orders below this amount will incur a £100 fee)
For delivery to other locations, please contact us in advance.
Returns policy
If you change your mind, you may return any unused goods within 14 days of delivery or collection, subject to the following conditions:
- Contact us for return instructions.
- Provide a valid purchase receipt.
- Goods must be unopened, in pristine condition, and in original packaging.
- A 10% restocking fee may apply.
- Refunds are processed on the same day and credited to the original payment method where possible.
- If the return is due to a change of mind, return shipping costs are your responsibility.
- Non-refundable items include:
- Perishable goods
- Powders (e.g., plaster, cement)
- Chemicals
- Paint, primers, renders
- Bulk/poly bags of aggregates/sand
- Custom-cut timber
- Special Orders (non-stock items made or ordered specifically for you)
Unless faulty, these items are not eligible for refunds or exchanges.
Your statutory rights are not affected.
Order cancellation (right to cancel)
To cancel an order before dispatch, email info@penguinbm.com referencing your order number and details. If your order has already been shipped, please follow the standard 14-day return process.
Faulty or damaged goods
If you believe a product is faulty, notify us via email as soon as possible. We will arrange collection and inspection. If confirmed faulty, a refund or replacement will be issued. If not faulty, the cost of return may be deducted from your refund.
All returned items must be unused and in their original packaging. You are responsible for safe return of goods until we receive them.
Incorrect items received
If you receive the wrong product, or the delivery does not match your order, contact us immediately at info@penguinbm.com. We aim to respond within one business day.
Missing items
You must check your delivery upon arrival and report any shortages via email within a reasonable time. Once goods are installed, they cannot be returned or refunded.
Click & collect cancellation
To cancel a Click & Collect order, email us with your order number and product details. Orders not collected within 5 working days will be treated as returns under the 14-day return policy.
Need help?
If you need assistance with our returns policy, please contact our team – we’re happy to help.