RETURNS & REFUNDS POLICY

Xtreme Precision Engineering Ltd
Trading as Xtreme Plasma
Unit 1 Capitol Park, Pearce Way, Gloucester, GL2 5YD
Company Registration No. 7298537
Telephone: 01452 739025

Last updated: September 2026

1. OUR RETURNS POLICY

At Xtreme Plasma, we want you to be confident when purchasing from us.

Our returns policy depends on:

• whether you are a consumer or business customer;
• whether you purchased online or in our physical shop;
• whether the product is a standard stock item or specially ordered;
• whether the product is specialist machinery or equipment; and
• whether the product is faulty or otherwise does not comply with the contract.

Nothing in this policy removes or restricts any statutory rights that cannot legally be excluded.

2. ONLINE CONSUMER PURCHASES

If you are a consumer purchasing qualifying goods online or through another distance-selling method, you may generally have a statutory right to cancel your order within 14 days of receiving the goods, subject to applicable law and any statutory exceptions.

If you wish to exercise a statutory cancellation right, please contact us within the applicable cancellation period and follow our return instructions.

Where cancellation applies:

• goods must be returned within the period required by law;
• goods should be returned in an appropriate condition;
• reasonable care must be taken of the goods while they are in your possession;
• the direct cost of returning goods may be your responsibility where permitted by law and where this was properly communicated before purchase; and
• refunds will be processed in accordance with applicable law.

Certain products may be excluded from the statutory cancellation right, including certain personalised, bespoke or made-to-customer-specification products.

3. SPECIALIST MACHINERY AND EQUIPMENT

Specialist machinery requires particular care because its condition, operating hours, service history and physical condition can significantly affect its value and suitability for resale.

This includes products such as:

• CNC plasma cutting tables;
• CNC plasma machines;
• ArcDroid and similar CNC equipment;
• plasma cutting machines;
• welding machines;
• specialist welding equipment;
• compressors;
• extraction equipment;
• water chillers and cooling equipment; and
• other specialist machinery or equipment.

Where a statutory cancellation right applies to a qualifying online purchase, customers may inspect and handle the equipment only to the extent reasonably necessary to establish its nature, characteristics and functioning.

You should not put specialist machinery into normal production use during a cancellation period.

In particular, customers should not, except where reasonably necessary to inspect the equipment:

• cut materials;
• weld materials;
• machine materials;
• commence commercial or industrial production;
• operate the machine for prolonged periods;
• modify the machine;
• remove safety equipment;
• install permanent accessories;
• remove components; or
• otherwise use the machinery beyond what is reasonably necessary to inspect and assess it.

If specialist machinery is used beyond what is reasonably necessary for inspection and that use causes a reduction in value, Xtreme Plasma may recover the amount of that reduction in value to the extent permitted by law.

This may include reductions in value resulting from:

• physical damage;
• excessive wear;
• scratches or dents;
• contamination;
• cutting marks;
• damage to cutting beds or slats;
• damaged torches or cables;
• damaged motors or mechanical components;
• incorrect operation;
• missing components or accessories;
• unauthorised modifications;
• installation damage;
• incorrect electrical or compressed-air connection;
• incorrect consumables;
• operation outside the manufacturer's specifications; or
• cleaning, testing or refurbishment required as a result of excessive use.

Where legally permitted, the applicable reduction in value may be deducted from any refund otherwise due.

4. FAULTY OR DAMAGED GOODS

If goods are faulty, defective, damaged on arrival, not as described, not of satisfactory quality or otherwise do not comply with the contract, please contact us as soon as possible.

Please provide:

• your order or invoice number;
• product details;
• a description of the problem; and
• photographs or videos where appropriate.

We may need to inspect or test the product to establish the cause of the problem.

Important

A genuine product fault is treated differently from damage caused by customer use, misuse, incorrect installation, modification or operation outside the manufacturer's specifications.

Nothing in this policy affects your statutory rights.

5. BUSINESS CUSTOMERS

Business customers do not generally have the same statutory change-of-mind cancellation rights as consumers.

Unless otherwise agreed in writing, business customers may not return goods simply because:

• they have changed their mind;
• the goods are no longer required;
• they have found an alternative product;
• the equipment is no longer required for the intended project; or
• they have subsequently decided that a different product would be more suitable.

Where goods have been specially ordered or procured from a supplier for a business customer, cancellation or return will generally require our prior written agreement.

6. SPECIAL-ORDER AND NON-STOCK PRODUCTS

Some products are specially ordered from manufacturers, distributors or other suppliers following a customer's order and are not normally held in stock by Xtreme Plasma.

These may include:

• welders;
• plasma cutters;
• specialist machinery;
• specialist welding equipment;
• specially configured equipment;
• products sourced specifically for a customer; and
• other non-stock products.

Where applicable, we will tell you before the order is placed that a product is specially ordered or subject to supplier-specific cancellation or return restrictions.

Business customers

Where we have specifically ordered or procured goods from a supplier following your confirmed order, you may not cancel or return those goods simply because you have changed your mind or no longer require them, unless we agree otherwise in writing or you have a legal right to do so.

Where our supplier will not accept cancellation or return, we may be unable to accept cancellation or return from a business customer.

Consumer customers

Being a special-order or non-stock product does not by itself remove statutory consumer cancellation rights.

Where a statutory cancellation right applies, that right remains unaffected.

Certain genuinely bespoke, personalised or made-to-customer-specification products may fall within statutory exceptions to cancellation.

7. IN-STORE PURCHASES

For consumer purchases made directly from our physical shop, there is generally no statutory right to return goods simply because you have changed your mind.

Unless otherwise stated, Xtreme Plasma does not offer a general change-of-mind refund on goods purchased in-store.

This does not affect your statutory rights where goods are:

• faulty;
• defective;
• not as described;
• not of satisfactory quality;
• not fit for purpose where applicable; or
• otherwise do not comply with the contract.

8. DISCRETIONARY RETURNS

Where Xtreme Plasma is not legally required to accept a return, we may choose to accept a return at our discretion.

Any such return must be agreed with us before the goods are returned.

Where we agree to a discretionary return, we may impose reasonable conditions relating to:

• condition of the goods;
• original packaging;
• accessories;
• manuals and documentation;
• carriage;
• collection;
• supplier charges;
• restocking;
• inspection; and
• refurbishment.

Any discretionary charge will be subject to applicable law.

9. RETURNS MUST BE AUTHORISED

Please do not send goods back to Xtreme Plasma without first contacting us.

We will provide return instructions where a return is appropriate.

Unauthorised returns may cause delays in processing your request.

Where appropriate, we may require the goods to be inspected before determining the available remedy.

10. CONDITION OF RETURNED GOODS

Customers are responsible for taking reasonable care of goods while they are in their possession.

Where goods are returned following a statutory cancellation, they should be returned in a condition consistent with the customer's legal obligations.

Where goods have been used beyond what is reasonably necessary to inspect and assess them, and this results in a reduction in value, Xtreme Plasma may seek to recover that reduction in value to the extent permitted by law.

11. REFUNDS

Where a refund is due, it will be processed in accordance with applicable law.

Refunds will normally be made using the original payment method unless otherwise agreed or required by law.

Where only part of an order is being returned, the refund will relate to the goods or amount properly due under the applicable cancellation, return or statutory remedy.

12. WARRANTY CLAIMS

Some products are covered by a manufacturer's warranty.

Manufacturer warranties are subject to the manufacturer's own terms and conditions.

A warranty may not cover damage caused by:

• misuse;
• incorrect installation;
• incorrect operation;
• unauthorised modification;
• use outside manufacturer's specifications;
• inadequate maintenance; or
• other circumstances excluded by the applicable warranty.

Manufacturer warranties do not remove or replace statutory consumer rights.

13. CONSUMABLES AND USED PRODUCTS

Certain consumable products may not be suitable for return once opened, used, contaminated or otherwise altered, subject to applicable law.

Examples may include:

• welding consumables;
• plasma consumables;
• abrasives;
• filters;
• chemicals;
• gases;
• other products intended for consumption or use during operation.

Where a statutory right of cancellation or other legal remedy applies, the customer's statutory rights remain unaffected.

14. PRODUCTS DAMAGED THROUGH USE

Products returned in a condition materially different from the condition in which they were supplied may be subject to inspection.

Where damage, excessive wear or other deterioration has been caused by customer use, Xtreme Plasma may seek to recover the resulting reduction in value where legally permitted.

This is particularly important for specialist machinery and equipment, where even limited operational use may materially affect resale value.

15. CONTACT US

For returns, cancellations or product issues, please contact:

Xtreme Plasma
Xtreme Precision Engineering Ltd
Unit 1 Capitol Park
Pearce Way
Gloucester
GL2 5YD
England

Telephone: 01452 739025

Please have your order number or invoice number available where possible.

IMPORTANT

This Returns & Refunds Policy should be read together with the Xtreme Plasma Terms & Conditions of Sale.

Nothing in this policy is intended to exclude, restrict or replace any statutory right or remedy which cannot legally be excluded or restricted.

Warranty Claim Form

Warranty Form