Claims, Customer Service and Returns Policies

About our Returns Procedure
We authorize and process returns only for items purchased from Mac Pennies Limited. In order to obtain a return authorization, which is required under Mac Pennies Limited policies, follow instructions in our information page, and complete what is requested. Mac Pennies Limited will answer you with a specific resolution for your request based on the manufacturer policy.  Please complete our onlne form by clicking here: Requesting Return Authorization Online.
 
Please allow a few days from the date we receive the returned product for processing. When your return is processed, we will notify you accordingl with the particulars of your credit  If you do not receive credit for your return within the time stated above, please trace your return shipment using the tracking number provided to you by the shipper when you shipped the package. If you do not hear from us within a few days and the tracking information indicates that we received the package, please notify us by e-mail so we investigate. Further exceptions or restrictions are at our discretion.

Avoiding a Return
In the case a return can be avoided, Mac Pennies Limited will reply to your customer service form with options to:
(1) have your product repaired in St. Kitts-Nevis at our Service Centre
(2) have your product replaced through our St. Kitts-Nevis Service Centre
(3) issue a Return Authorization
Some manufacturers have service centers in St. Kitts-Nevis or nearby territories. Having a product repaired or replaced in St. Kitts-Nevis or from a nearby territory can be a faster solution. We provide you with a list of service centers by country on our site. Product warranties are established by the respective manufacturers, not by Mac Pennies Limited.

About Freight Charges on Returns
Mac Pennies Limited will pay freight charges resulting from over-shipments, under-shipment, defective product, wrong product sent to you and demonstration product as long as you follow our return process. If you ordered the wrong product by mistake, you are responsible for freight charge on its return.

About Return Packaging, Conditions and Documentation
Do not label or mark in any way the manufacturer's boxes. Labels should be affixed to the exterior carton. Package all returns in the packaging in which you received the shipment or repack it properly to prevent damage in transit. We expect all non-defective products to arrive unopened, unused and in a condition to be resold as new. Items returned as non-saleable and received in a condition other than new, will not be credited and will be returned to you at your expense.

Please print and attach the documents (specified in the return authorization document) to the return; they are needed to clear St. Kitts-Nevis Customs. If these documents are not sent with the return, the processing may be severely delayed, resulting in greater expense to you. Any additional expenses that result from your failure to follow our return instructions will reduce the amount that we will credit you.

How to Request a Credit
If the manufacturer authorizes a credit, the credit memos will be issued for the current cost of the product being returned less an adjustment for any missing components. If your account is current a refund may be processed or applied against future purchases. If your account is not current, any credit forthcoming will be automatically applied against the oldest open balance on your account.   If you elect to receive a refund, in the case of a credit card purchase, the refund will be credited to the credit card account that was used for the purchase. In the case of all other forms of payment, the refund will be made through a company check that will be mailed to your billing address.

Regarding Credits
Credit memos will be issued for the current cost of product being returned less an adjustment for any missing components. If your account is current, a refund will be processed. If your account is not current, the credit will be applied against your account balance. Please allow three (3) business days from the date we receive the product for returns to be processed. When your return is processed, the item will be listed as "Credited" in your online order. You may track returns on our web site using your return tracking number.

If you are planning to purchase a replacement product using the credit for the product you just returned, we require proof that your return has been shipped. We accept the carrier's tracking number as proof that the return is en-route to our company. We will automatically credit 80% of the product value and credit the remaining 20% on receipt of the return. You may apply the credit as you see fit.

If you do not receive credit for your return within the time stated above, e-mail us so we can initiate an inquiry. If we determine that the carrier has lost the product, we will issue you a full credit, including the transportation costs and any outlays that you may have made towards the shipment's clearance.

About Time
We want to help you with customer service issues in every possible way, but as time passes it becomes more difficult to research errors. Claims should be submitted within seven days from the day you receive your order, otherwise claims investigations may take longer to resolve.

About Credit Rescissions
We may rescind a credit if the manufacturer informs us that the product's failure was not as a result of their manufacturing process but as a result of misuse or mishandling by the user. Product warranties are established by the respective manufacturers, not by Mac Pennies Limited. Such determinations are final.

The manufacturer's decision is final
Please note that we try to assist you with efficiently returning products that fail or don't work properly, but only the manufacturer can make the decision on whether or not to accept or reject a return for credit or replacement, have it repaired in the US or in St. Kitts-Nevis or in a  neighboring territory. In such cases the manufacturer's decision is final.   If a manufacturer or vendor refuses to credit a return, we will find out the alternatives and communicate them to you so you can let us know how you wish to proceed. You are free to communicate directly with the manufacturer and we will make the contact information and needed paperwork available to you.

Mac Pennies Limited
When only the best will do...