Terms & Conditions
Purchasing information and conditions at panduro.co.uk
www.panduro.co.uk is owned and operated by Panduro Hobby AB.
You can find our contact information and more here »
PRICESAll prices shown in the catalogue are in Sterling £ including VAT. Prices for some books & leaflets exclude VAT. Prices are daily prices and updated regularly. Price changes may occur because of circumstances beyond our control.
We require a minimum order value of £20 excluding carriage.
ORDERINGWe disclaim responsibility for any sold out items and inventory balance, image, and textual errors. In the event that any of the products you have ordered are not in stock, that product will be removed from your order and we will promptly refund your money. We do not backorder missing products for later delivery.
Reproduced colours may differ from the actual product colour, as colours can vary depending on lighting and individual computer monitor settings.
To make a purchase, you must be 18 years of age and a registered resident of the United Kingdom. If you are under 18 years of age, you must have permission from a parent or guardian to make a purchase from us.
DELIVERY TERMSDelivery Times:
All orders are picked and packed at our central warehouse in Malmö, Sweden. From receipt of order to your address, delivery is normally 6-9 working days. Current delivery times can be found in the webshop. You have the right to cancel your order if you do not agree to a newly proposed delivery time in the event of a delay.
Delivery chargesPrivate customers:
Carrier charge is £7.95
Free Delivery on orders over £40 (after reduction of discounts and other offers and only valid to private customers).
Institutional and trade customers:
For institutional and trade customers the delivery charge is £9.95 up to orders with a weight of maximum 20 kilos. For bigger orders and pallets, the actual cost of carriage will vary depending on weight and number of boxes placed on a pallet, we will make this charge at cost.
PAYMENT TERMSPrivate customers
Private customers can make payment only by credit/debit card. We accept VISA and MasterCard. Please ensure the expiry date, issue no./ valid from date and 3 digit security code of your credit/debit card is shown.
When submitting an order, a reservation of the purchase price will be posted to your account. No money will be withdrawn until your parcel has shipped. You will not be charged for any out-of-stock products. Adjustments may take up to three business days.
All credit/debit card payments are handled by our partner, Dibs Payment Services AB, which ensures that the card is authorised for purchases. However, your browser will not show that the site is encrypted because the payment portion is embedded in the page. Dibs is certified according to the international safety standard PCI-DSS.
Note: We are unfortunately unable to accept cheques as payment form at this time.
All institutional customers (Hospitals, Day Centres, Hospices, Schools, Guides, Scouts, Clubs, etc.) are entitled to a 15% discount off all prices shown. All orders must be accompanied by proof of institutional status. An invoice account can be opened.
We require a minimum order value of £100 excluding carriage/handling to qualify for discount. As we are invoicing you from Sweden, please do always inform us about your VAT registration no.
Bona Fide trade customers are entitled to special wholesale discount. All first orders must be accompanied by proof of trading status.
Ordering details: For ordering, please contact us at: firstname.lastname@example.org
Terms of Payment: Pre-Payment against Invoice.
Please contact email@example.com for bank details.
WITHDRAWAL RIGHTS/OPEN PURCHASE/RETURNSWe offer a 14-day open purchase policy from the day you receive your parcel. NB: The product may not be handled for stretches longer than necessary to determine its qualities and function. You may be required to pay for any reduction in value of the product.
You do not have withdrawal rights for:
A product developed or specially manufactured according to your specifications, or that has clearly been personalised.
A product with a broken seal that cannot be returned for reasons of health and hygiene, and the seal was broken by you.
If you wish to cancel your purchase, please contact customer service no more than 14 days from the day you received your parcel via phone: +46 0844 848 5692 or e-mail: firstname.lastname@example.org.
You may use our standard form.
Return the products as soon as possible, but within 14 days at most after you have notified us that you wish to return your purchase. Make sure the products are properly packed; you are responsible for them until we receive them. Remember to include a copy of the packing slip.
You, the customer, are responsible for paying return carriage costs.
We will refund you after we receive your return or a copy of the deposit slip at the earliest, and within 14 days at most.
ComplaintsWe must be notified of defective or damaged goods “within reasonable time” after you have discovered the defect or damage. Complaints within two months are always considered to have been received in a timely fashion.
Contact our customer service via phone: +46 0844 848 5692 or e-mail: email@example.com.
Never mail products to be returned before speaking with us. If you need to return the products, Panduro will pay for carriage costs.
Make sure the products are properly packed; you are responsible for them until we receive them. Remember to include a copy of the packing slip.
Information about complaints
You may submit complaints, regarding a product purchased from us, to the European Commission’s online portal. This is especially important if you reside in another EU country. Complaints may be submitted here - http://ec.europa.eu/odr. When submitting your complaint, you should supply our e-mail address: firstname.lastname@example.org
Return addressPlease go to your Post Office and return the item(s) together with the delivery note you received with the items and send it to:
Return of goods
S-205 14 Malmö
We will send your exchange or refund to you as soon as we have received and checked the returned items.
PERSONAL DATAPanduro Hobby AB is responsible for processing the personal data supplied to us by you, the customer. Personal data, such as name, e-mail address and mailing address, will be used by Panduro and its Group companies to manage, maintain, and develop customer relationships and for marketing Panduro products and other products. You may contact Customer Service if you wish to make any changes to the information, be removed from the register, or if you do not want it to be used for marketing purposes. Once annually, you are entitled to receive information about the data in our register that pertains to you and how it is used.
EXPORTSVisit one of our local webshops via www.panduro.com for exports to Sweden, Denmark, Norway, Germany, Holland, Finland, France, Faroe Islands and Iceland.
We can also export to other countries in the EU. Contact us at email@example.com for pricing and special conditions.
With the exception of Norway, we do not export to private customers beyond the EU.