Terms and Conditions
Terms and Conditions
Last Updated: 3 July 2026
These Terms and Conditions govern all contracts concluded between pontelo and consumers via the online shop www.pontelo.co.uk. By using our website or placing an order, you accept these Terms and Conditions.
1. Purpose and Contracting Parties
These Terms and Conditions apply to all orders placed by consumers via our online shop, pontelo. Any deviating, conflicting, or supplementary terms of the customer shall only apply if we have expressly agreed to their validity in writing.
The contracting party is:
pontelo,
Dunsborough Park, Ripley, Surrey, GU23 6AL, United Kingdom.
Email: support@pontelo.co.uk
Phone: +44 20 7946 0958
Website: https://www.pontelo.co.uk.
Business hours: Monday to Friday, 9:00 a.m. to 5:00 p.m.
2. Legal Capacity
Our offer is directed exclusively at persons of legal age (18 years and older) or persons with full legal capacity, or persons with the consent of a parent or legal guardian. By placing an order, you confirm that you meet this requirement.
3. Conclusion of Contract
The presentation of products in our online shop does not constitute a legally binding offer on our part, but rather a non-binding invitation to the customer to submit an offer (invitatio ad offerendum).
The ordering process is as follows:
● You add the desired products to your shopping cart.
● You enter your delivery and payment information at checkout.
● Before completing your order, you are shown all order details, the total price including delivery and tax costs, and the chosen payment method for review.
● By clicking the order button (e.g. “Order with obligation to pay”), you submit a binding offer to purchase the goods contained in the shopping cart.
Immediately after placing your order, you will receive an automatic confirmation email acknowledging receipt of your order. This confirmation does not yet constitute acceptance of your offer.
The purchase contract is only concluded once we accept your order by sending a separate order confirmation by email, or once we dispatch the ordered goods to you.
We reserve the right to reject orders, in particular in the event of unavailability of the goods, reasonable suspicion of fraud, pricing or description errors, or incorrect order details.
4. Retention of the Contract Text
We store the contract text and send you the details of your order together with our Terms and Conditions by email. You can view these Terms and Conditions on this page at any time. For security reasons, the contract text is no longer accessible online after the order has been completed.
5. Product Information and Availability
We endeavour to present product descriptions, prices, images, availability, and shipping information as accurately as possible. Minor deviations may nevertheless occur due to display settings, manufacturer product updates, or photography.
Should an ordered product no longer be available after conclusion of the contract, we will inform you immediately. In this case, we are entitled to terminate the contract. Any payments already made will be refunded to you immediately.
6. Prices, Delivery Costs and Taxes
All prices displayed on our website are in British Pounds (GBP) and are exclusive of value added tax. No other hidden fees apply.
Delivery costs may be added to the product price. These costs are clearly displayed to you at checkout before your order is confirmed. No other hidden fees apply.
7. Payment Terms
Payment is made via the payment methods displayed at order confirmation: credit card, Apple Pay, and Google Pay, managed by our payment service provider, Stripe. Further information can be found on our corresponding payment methods page.
The purchase price is due immediately upon conclusion of the contract. We do not store your complete card details on our systems; this processing is carried out exclusively by our payment service provider.
In the event of payment failure, the order cannot be processed. Please choose a different payment method or contact our customer service team.
8. Delivery and Shipping
Shipping is governed by our Shipping Policy. Current shipping configuration:
● Delivery countries: the United Kingdom and certain European countries
● Order cut-off time: 5:00 p.m., London Time
● Processing time: 1 to 2 business days (Monday to Friday)
● Delivery time: 8 to 12 business days (Monday to Friday)
● Estimated total delivery time: 9 to 14 business days
The risk of loss or accidental damage to the goods sold passes to the consumer only upon handover of the goods to the customer or to a person named by them who is not the carrier, regardless of whether the shipment is insured.
9. Retention of Title
The delivered goods remain our property until the purchase price has been paid in full.
10. Right of Withdrawal for Consumers
The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. This applies in particular to opened cosmetic, personal care, and hygiene products.
Otherwise, there are no further product-specific exceptions to the statutory right of withdrawal.
Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods.
To exercise your right of withdrawal, you must inform us.
pontelo,
Dunsborough Park, Ripley, Surrey, GU23 6AL, United Kingdom.
Email: support@pontelo.co.uk.
Phone: +49 30687 535828
You must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below, although this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your notice concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choosing a type of delivery other than the cheapest standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we received notice of your withdrawal from this contract.
For this reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees as a result of this reimbursement.
We may refuse reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
You must return the goods without undue delay and, in any case, no later than fourteen days from the day on which you inform us of the withdrawal from this contract. The deadline is met if you send the goods before the period of fourteen days has expired. You bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Model Withdrawal Form
(If you wish to withdraw from the contract, please complete this form and return it.)
To: pontelo, Dunsborough Park, Ripley, Surrey, GU23 6AL, United Kingdom, support@pontelo.co.uk
I/we () hereby give notice that I/we () withdraw from my/our () contract for the purchase of the following goods ()/for the provision of the following service (*):
Ordered on ()/received on ():
Name of the consumer(s):
Address of the consumer(s):
Signature of the consumer(s) (only for notification on paper):
Date:
(*) Delete as applicable.
Exclusion/Premature Expiry of the Right of Withdrawal
The right of withdrawal does not apply, or expires prematurely, in particular for contracts for the supply of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive, or that are clearly tailored to personal needs, as well as for sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
11. Voluntary Return and Refund Policy (in addition to the statutory right of withdrawal)
In addition to your statutory right of withdrawal under Section 10, we offer an extended return policy. All details, including the return period, product condition, return label, and refund procedure, can be found in our Return and Refund Policy.
● Return of defective and non-defective products: yes
● Exchange: yes
● Product condition: new, unused
● Return period (optional): 30 days from the delivery date
● Return procedure: by post, following approval
● Return label: free, downloadable
● Restocking fee: none
● Refund processing: 7 business days
This voluntary arrangement does not in any way limit your statutory right of withdrawal.
12. Warranty / Liability for Defects
The statutory provisions on liability for defects apply. If the delivered goods are defective, you are entitled to all statutory warranty rights, including repair, rescission of the contract, price reduction, and damages under the legally prescribed conditions.
If you identify a defect, please contact us at support@pontelo.co.uk, stating your order number, a description of the defect, and, if possible, photos or videos.
13. Order Cancellation
You may cancel an order as long as it has not yet been shipped. Please contact us immediately at support@pontelo.co.uk to do so. Once the order has been shipped, cancellation is no longer possible; in this case, your statutory right of withdrawal (Section 10) and our Return and Refund Policy (Section 11) apply.
14. Customer Obligations When Using the Website
You agree not to use our website for:
● Unlawful purposes
● Providing false or misleading information
● Impairing the security or operation of the website
● Any unauthorised copying or reproduction of our content is prohibited.
● The use of bots, web scraping tools, spam, phishing, or malicious software
15. Intellectual Property
All content on this website, including text, images, logos, product descriptions, graphic elements, and design elements, is the property of pontelo or its licensors and is protected by copyright. Any reproduction, distribution, or commercial use without our prior written consent is prohibited.
16. User Content and Reviews
If you submit a product review, photo, comment, or other content on our website, you warrant that this content is truthful and lawful and does not infringe the rights of third parties (including copyright, trademark, or personality rights). We reserve the right to review, moderate, or remove submitted content in the event of a breach of these Terms.
17. Limitation of Liability
Our liability is unlimited in cases of intent or gross negligence, as well as under applicable product liability law. In cases of slight negligence, our liability is limited to the breach of material contractual obligations (cardinal obligations), the fulfilment of which is essential for the proper performance of the contract and on the observance of which you may regularly rely; in such cases, our liability is limited to the foreseeable damage typical for this type of contract.
The above limitations of liability do not apply to injury to life, body, or health. This clause does not restrict any mandatory statutory consumer rights.
18. Data Protection
Information on the processing of your personal data can be found in our Privacy Policy and our Cookie Policy.
19. Dispute Resolution
The European Commission provides a platform for online dispute resolution (ODR), accessible at https://ec.europa.eu/consumers/odr. Our email address can be found in Section 1 of these Terms and Conditions. We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.
20. Contract Language
The language available for the conclusion of the contract is English.
21. Severability Clause
Should any provision of these Terms and Conditions be or become invalid, the validity of the remaining provisions shall remain unaffected. The invalid provision shall, where applicable, be replaced by the corresponding statutory regulation.
22. Changes to These Terms and Conditions
We reserve the right to amend these Terms and Conditions. The version in force at any given time will be published on this page with a new “Last Updated” date. For contracts already concluded, the Terms and Conditions in force at the time the contract was concluded shall apply.
23. Applicable Law and Jurisdiction
These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer protection law grants you the right to bring proceedings in your own country of residence. If you are a consumer and your habitual residence is in another country, the mandatory consumer protection provisions of that country shall remain applicable.
24. Contact
If you have any questions about these Terms and Conditions, please contact us at:
pontelo,
Dunsborough Park, Ripley, Surrey, GU23 6AL, United Kingdom
Email: support@pontelo.co.uk.
Phone: +44 20 7946 0958