Terms and conditions

This website is operated by PSG Group International Limited, a company registered in England and Wales (company number 12488386), with its registered office at Polymex House, Unit 9, Sketchley Meadows, Hinckley, Leicestershire, LE10 3EN. Our VAT number is [VAT NUMBER].

You can contact us at ukoffice@psggroup.co.uk, on +44 (0) 20 7740 9740, or by post at Polymex House, Unit 9-10 Sketchley Meadows, Burbage, Hinckley, LE10 3EN.

By using this website you agree to these terms. If you do not agree, please do not use the website.

Sections 1 to 8 and 17 to 22 apply to everyone who uses the website. Sections 9 to 16 also apply when you place an order through our online shop.

Where we say consumer, we mean an individual buying wholly or mainly for purposes outside their trade, business, craft or profession. Where we say business customer, we mean anyone else. Some sections apply differently to each, and we say so where they do.

We may update these terms from time to time. The version on the website when you place an order applies to that order. The date at the top shows when these terms were last updated.

We make the website available free of charge. We do not guarantee that it, or any content on it, will always be available or uninterrupted, and we may suspend, withdraw or change any part of it for business or operational reasons.

You must not:

• use the website in any way that breaks the law or is fraudulent;
• try to gain unauthorised access to the website, its server, or any database or system connected to it;
• introduce viruses or other harmful material, or attack the website through a denial-of-service attack;
• collect information from the website by automated means (scraping) without our written permission;
• upload anything that is unlawful, infringes someone else's rights, or is not yours to share.

Breaching this section may be a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant authorities and cooperate with them.

If you create an account, keep your password confidential and do not share your account. You are responsible for activity under your account unless it results from our failure to keep it secure.

Tell us straight away at ukoffice@psggroup.co.uk if you think someone else knows your password or has used your account. We may suspend an account that we reasonably believe is being misused.

We, or our licensors, own all intellectual property rights in the website and its content, including text, images, drawings, data sheets, colour charts and software. Polymex® is a registered trade mark [CONFIRM REGISTERED PROPRIETOR].

You may view, download and print content from the website for your own information and for your business's internal use, for example to specify or order our products. You must not otherwise copy, republish, sell or adapt our content, or use our trade marks or logos, without our written permission. Where we allow you to use our content, you must acknowledge us as its source.

You may link to our home page or any other page, provided you do so fairly and lawfully, do not damage our reputation or take advantage of it, and do not suggest any association, approval or endorsement that does not exist.

You must not frame our website on another site. We may withdraw permission to link at any time.

The content on our website, including product descriptions, technical data and specifications, is provided for general information. It is not advice on which you should rely for a particular application. Technical values are typical values, not guaranteed minimums, unless we confirm them in writing for your order.

Colours shown on screen, including the Polymex® colour code, are indicative and depend on your display. Ask us for a physical swatch where exact colour matters.

We make reasonable efforts to keep the website up to date, but we do not guarantee that its content is accurate, complete or current. It is your responsibility to make sure a product is suitable for your use; our technical team is happy to help you choose.

Where our website links to other sites and resources, those links are provided for your information only. We have no control over their content and are not responsible for it.

Our online shop lets you buy stock products, such as Polymex® shimstock, by card.

1. Choose your products, review your basket and enter your details at checkout.
2. Check your order carefully, including quantities, sizes and delivery address, before you pay. You can correct any errors before submitting your order.
3. When you pay, you make an offer to buy the products. We send an email confirming that we have received your order and payment.
4. Our contract with you is formed when we send that order confirmation email.

We may decline an order, for example if a product is unavailable, there is an obvious pricing error, we cannot deliver to your address, or we suspect fraud. If we do, we will tell you and refund any payment in full.

If you are a business customer, the person placing the order confirms they have authority to bind the business.

Bespoke products, such as custom-cut shims and gaskets made to your drawing, and trade or account orders are supplied under the terms of our written quotation and our Conditions of Sale [LINK TO PSG CONDITIONS OF SALE], which we provide with the quotation. Where those conditions apply, they take priority over sections 9 to 16 of these terms.

It is your responsibility to make sure the drawings, dimensions, tolerances, materials and quantities you give us are correct, and that you have the right to share any drawings or designs you send us. We treat drawings and technical information you send us in confidence.

Prices are shown in pounds sterling and include VAT at the current rate where VAT applies. Delivery charges are shown at checkout before you pay.

If a price on the website is obviously wrong, we are not obliged to supply at that price. We will contact you to ask whether you wish to continue at the correct price or cancel for a full refund.

Payment is taken by card when you place your order, securely through our payment provider, Stripe. Promotional codes are subject to the conditions shown with them and cannot be exchanged for cash.

A VAT invoice is available from your order confirmation and your account.

We deliver to addresses in [DELIVERY AREAS, e.g. the United Kingdom]. Estimated delivery times are shown at checkout or in your order confirmation. Where we dispatch by courier, we will email you tracking details.

If delivery is delayed by events outside our control, we will tell you as soon as possible and take steps to minimise the delay (see section 18). If you are a consumer and we do not deliver within 30 days, or by an agreed date that was essential, you may cancel and receive a full refund.

Products are your responsibility from the time they are delivered to the address you gave us. Ownership passes to you once we have received payment in full.

If no one is available to receive a delivery, follow the courier's instructions to rearrange it. If delivery fails because of an incorrect address you gave us, we may charge for redelivery.

If you are a consumer, you have the legal right to change your mind and cancel your order within 14 days of the day after you receive the products, without giving a reason. If your order arrives in several deliveries, the period runs from the day after the last delivery.

To cancel, tell us clearly before the 14 days end, by emailing ukoffice@psggroup.co.uk with your order reference or by writing to us at Polymex House, Unit 9-10 Sketchley Meadows, Burbage, Hinckley, LE10 3EN.

You must return the products, unused and in their original condition, within 14 days of telling us you are cancelling. Unless the products are faulty or not as described, you pay the cost of returning them.

We will refund the price of the products and the standard delivery charge you paid, to your original payment method, within 14 days of receiving the products back (or evidence that you have sent them). We may reduce the refund if the products have been handled more than was necessary to inspect them.

This right does not apply to products made to your specifications or clearly personalised, such as products cut to your sizes or drawings, or to products that have been cut, trimmed or otherwise altered after delivery.

This right to cancel does not apply to business customers.

If a product is faulty, damaged in transit, or not what you ordered, please tell us within 48 hours of delivery where you can, with your order reference and photographs, so we can put it right quickly.

Consumers: you have legal rights under the Consumer Rights Act 2015. Products must be as described, fit for purpose and of satisfactory quality. Within 30 days of delivery you can reject faulty products for a full refund. After that, you are entitled to a repair or replacement, or in some cases a refund. Nothing in these terms affects these rights. For detailed information, visit Citizens Advice (opens in a new tab) or call 0808 223 1133.

Business customers: we warrant that products will conform to their description and be free from material defects in materials and workmanship on delivery. If they do not, and you tell us within 14 days of delivery (or, for defects not apparent on reasonable inspection, within 14 days of discovering them), we will at our option repair or replace them or refund the price, which is your sole remedy for such defects. This warranty does not cover wear and tear, misuse, or use outside the published specification.

We will arrange and pay for the collection or return of faulty or incorrect products.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. Loss or damage is foreseeable if it is obvious it will happen, or if we both knew it might happen when the contract was made.

We supply products for domestic and private use. If you use them for any commercial or business purpose, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

Except as set out in section 17, and to the extent permitted by law:

• we exclude all implied conditions, warranties and terms, other than those implied by section 12 of the Sale of Goods Act 1979;
• we are not liable for loss of profit, sales, business, revenue or anticipated savings, loss or corruption of data, loss of goodwill, or any indirect or consequential loss;
• our total liability arising out of or in connection with an order, whether in contract, tort (including negligence) or otherwise, is limited to the price paid for that order.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by section 12 of the Sale of Goods Act 1979, for defective products under the Consumer Protection Act 1987, or for anything else that cannot be limited or excluded by law.

For use of the website itself, which is free of charge, we are not liable to you for any loss or damage arising from it, except as set out in this section.

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, fire, flood, pandemic, strikes, failure of suppliers or carriers, or failure of public networks. If such an event affects your order, we will contact you as soon as possible. If the delay is likely to be substantial, you may cancel and receive a refund for products you have paid for but not received.

We use your personal information as set out in our privacy policy and cookie policy.

• We may transfer our rights and obligations under these terms to another organisation. We will tell you if this affects an order. You may only transfer your rights to someone else with our written consent.
• These terms are between you and us. No other person has any rights to enforce them.
• If a court finds part of these terms unlawful, the rest will continue in force.
• If we do not insist that you do something you are required to do, or delay doing so, that does not stop us taking action later.

If you have a complaint, please contact us at ukoffice@psggroup.co.uk and we will do our best to resolve it promptly. We are not obliged to use, and do not currently use, an alternative dispute resolution provider.

These terms, and any dispute or claim arising from them or from your use of the website, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

If you are a consumer living in Scotland, you may bring proceedings in Scotland, and if you live in Northern Ireland, in Northern Ireland.