Returns & Refunds Policy

We want you to be satisfied with your PNG Safety order. This policy explains when and how you can return products, what is refunded, and who pays the cost of return.

This policy is in addition to your legal rights under Cypriot and EU law, including the consumer right of withdrawal and the two-year legal guarantee of conformity described in our Terms & Conditions. Nothing in this policy limits those statutory rights.

You may return eligible products within [TO CONFIRM: number of days, e.g. 14 or 30] days of the date you received the order.

For B2C consumers, this includes the statutory 14-day right of withdrawal under EU Directive 2011/83/EU as transposed in Cyprus.

B2B returns are accepted at our discretion within the same window, provided the goods are unused and in their original packaging (see Condition below).

The following items are non-returnable, unless faulty or non-conforming:

• Custom-printed, embroidered or otherwise personalised products.
• Made-to-measure or bespoke-sized garments.
• Products that have been unsealed for reasons of hygiene or occupational health and are not suitable to be returned (e.g. respirators, hearing protection, inner-wear).
• Products showing signs of use, wear, washing, alteration or damage caused after delivery.

Returned products must be:

• Unused, unworn, unwashed and free of any customer-caused damage.
• In their original packaging with all tags, labels and CE / UKCA documentation intact.
• Accompanied by the order number and, where issued, a return authorisation reference.

Email orders@pngsafety.com with your order number, the item(s) you wish to return, and the reason (change of mind, wrong size, defect, etc.). Include photographs where the item is defective or was delivered in error.

We will respond with a return authorisation and instructions for shipping the goods back. Please do not send items back before receiving these instructions — unauthorised returns may be delayed or refused.

Faulty, damaged or incorrectly supplied items — PNG Safety pays the return postage and will arrange a prepaid label or reimburse the reasonable cost of a standard tracked service.

Change of mind / right of withdrawal (B2C) — [TO CONFIRM: who bears the direct cost of return — either "the customer bears the direct cost of returning the goods" or "PNG Safety pays the return postage"]. Under EU law, we are required to state this clearly before you place the order; the position confirmed here is the one applied to your order.

B2B returns of correctly supplied stock — the B2B customer bears the return postage and, where applicable, a restocking fee of [TO CONFIRM: 0% / 15% / 25%] of the invoice value.

Once we receive the returned goods and confirm that they meet the condition requirements above, we will refund the price paid for the returned items to the original payment method within 14 days.

For B2C withdrawals, we will also refund the standard outbound delivery cost, as required by law. If you chose a more expensive delivery method than our standard offering, we are only required to refund the cost of the standard method.

Original outbound shipping is not refunded for partial returns, other than in the specific cases required by consumer-protection law.

If a product is defective, damaged in transit, or does not match the description at the point of sale, contact us within a reasonable time of discovering the issue. Under the two-year legal guarantee of conformity we will offer repair, replacement, a proportionate price reduction, or a refund, in accordance with Cypriot law.

Please retain the original packaging and, if possible, take photographs of the damage before contacting us — it materially speeds up processing with our supplier.

We do not process direct exchanges. If you need a different size, colour or model, please return the original item under this policy and place a fresh order for the replacement.