Welcome to Particle Works website.
If you disagree with any part of these terms and conditions, please do not use our website.
Particle Works is a brand of Blacktrace Holdings Ltd. The term ‘Particle Works’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Blacktrace Holdings Ltd, Unit 1, Anglian Business Park, Orchard Road, Royston Herts SG8 5TW, United Kingdom. Registered in England, no. 4257809.
The term ‘you’ refers to the user or viewer of our website.
This website and its content is copyright of Blacktrace Holdings Ltd, © 2022. All rights reserved.
Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:
Faulty goods and Damaged goods - We undertake to replace you for any product delivered to you that is faulty or in a damaged condition upon arrival at the customer’s premises, unless such damage or faults have been clearly caused by the customer. If you wish to return a faulty or damaged product, you must notify us through contacting support email address and we will contact you with further instructions.
Damaged goods must be reported to Support within 14 days from delivery.
Other returns - If you want to return a product for reasons other than “faulty” or “in damaged condition”, you must notify us through our Support within 14 days from delivery stating your reason for return. We will then contact you with further instructions.
All items agreed for return to us must be returned at the customer’s expense within 7 days after agreement, and may be subject to a re-stocking fee. All returns must be undamaged and un-used.
Product returns - If we are unable at the time of return to replace or exchange returned goods, we undertake to reimburse your credit card or issue a credit note for the amount initially debited for the purchase including packaging and postage charges.
Shipping of returns:
All items agreed for investigation to us must be returned at the customer’s expense within 7 days after agreement.
It is the responsibility of the sender to ensure the product is packaged suitably to arrive in good condition. Damaged parcels may be refused and Blacktrace Holdings Ltd. will accept no liability for damage in transit due to inadequate or unsuitable packaging.
An RMA number will be assigned to all returning items as a return authorisation. An RMA form must be completed for each item being returned. The RMA number must be marked clearly on the outside of the packaging and on all associated paperwork.
Packages returned without an RMA will be left unopened and may be refused.
A completed decontamination form (Supplied at point of RMA generation) must be included for all items being returned.
Costs for shipping of items back to the customer under the warranty period will be absorbed by Blacktrace Holdings Ltd.
Costs for shipping of items back to the customer outside of the warranty period will be charged to the customer as part of the repair, packing and shipping costs.
All standard products are supplied with a 12 month warranty. Wetted parts and consumables are supplied with a 1 month warranty. The warranty for custom parts is determined by the nature of custom work. For full Terms & Conditions, please click here.