Refund & Returns Policy
**Last Updated:** July 2026
At PACE Systems, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, this policy explains your rights and how returns, refunds and exchanges are handled.
Standard Returns
If you have purchased a standard, non-custom product from our website, you may request a return within **30 days** of receiving your order.
To be eligible for a return, the item must:
– Be unused and in its original condition.
– Include all original accessories, documentation and packaging.
– Be returned complete and free from damage caused after delivery.
– Be accompanied by proof of purchase.
We reserve the right to refuse returns that do not meet these conditions.
Custom & Bespoke Products
Many of our products are designed, manufactured or configured specifically to meet customer requirements.
Unless faulty or not as described, custom-built, bespoke, made-to-order or specially configured products cannot be cancelled, returned or refunded once manufacture or configuration has commenced.
If you are unsure whether your order is considered bespoke, please contact us before placing your order.
Faulty or Incorrect Goods
If your order arrives damaged, faulty or incorrect, please notify us as soon as possible and ideally within **7 days** of delivery.
Where a product is confirmed to be faulty, we will, where appropriate:
– Repair the product;
– Replace the product; or
– Provide a full or partial refund.
This does not affect your statutory rights under UK consumer law.
Software & Digital Products
Unless otherwise stated, software licences, digital downloads, firmware, activation codes and other digital products are non-refundable once supplied or accessed, except where required by law.
Services
Engineering consultancy, installation services, commissioning, training and technical support are non-refundable once the service has been delivered.
Where services are cancelled before work has commenced, any refund will be subject to the terms agreed within your quotation or contract.
How to Request a Return
To request a return, please contact:
Email: info@pace-systems.co.uk
Please include:
– Your order number
– Your name
– A description of the issue
– Photographs (where applicable)
Our team will provide a Returns Authorisation (RMA) number and return instructions where appropriate.
Please do not return items without first contacting us.
Return Shipping
Unless the item is faulty, incorrectly supplied or damaged in transit, customers are responsible for return shipping costs.
We recommend using a tracked and insured delivery service, particularly for higher-value items, as we cannot accept responsibility for items lost during return transit.
Please confirm the return address before shipping.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method, typically within 5–10 working days, although your payment provider may take additional time to complete the transaction.
Original delivery charges are refundable only where required by applicable consumer legislation.
Exchanges
Where stock is available, defective products may be exchanged for the same model or an equivalent replacement.
Business Customers
Orders placed by business customers may be subject to separate contractual terms agreed at the time of purchase. Bespoke engineering projects, special-order equipment and commercial contracts are generally non-returnable unless defective or otherwise agreed in writing.
Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
Contact
If you have any questions regarding this Refund & Returns Policy, please contact:
PACE Systems
Email: info@pace-systems.co.uk