Terms and Conditions
1. Seller and Customer:
2. Order process and registration:
Once you make an order, we will choose to accept it or not and will check your card details and your address. If we are satisfied then we will take payment from your card.
Goods are subject to availability. If we are unable to supply the goods, we will inform you of this as soon as possible and offer an alternative. If the alternative is not suitable then a full refund will be given if you have already paid for the goods.
We highly recommend you provide us with a correct e-mail address. In this case we will send you an order acknowledgement e-mail. This email does not constitute either a confirmation of the order or acceptance by us of the order.
Unless we have notified you that we do not accept your order we will then have entered into a contract, regardless of whether we may have debited your card or sent an acknowledgment e-mail.
The contract will be formed at the place of dispatch of the goods, namely the UK.
If you decide to register with us to purchase items using the Pong website, you will responsible for maintaining the confidentiality of your account username and password and for preventing unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. Please take all necessary steps to ensure that the username and password is kept confidential and secure. Please inform us immediately if you have any reason to believe that your username and/or password has become known to anyone else, or are being, or are likely to be, used in an unauthorised manner. Please ensure the details you provide us with on registration are correct and complete and inform us immediately of any changes to those details (e.g. change of email or postal address). You can access and update your registration details by ‘logging in’ on the site.
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
Products are invoiced in GBP sterling at the price prevailing at the time you place your order and are not inclusive of delivery fees unless otherwise stated.
All prices displayed on the Pong Website include Value Added Tax (VAT) which will be charged at the current rate when applicable.
Although we try to ensure that all prices on the Pong Website are accurate, errors may occur. If we discover an error in the price of items you have ordered, we will contact you as soon as possible. You will have the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled.
We reserve the right to update prices displayed on the Pong Website from time to time.
You may pay for the items which you order online with most major credit cards and debit cards using our secure online checkout. We regret that we cannot accept cheques or cash as payment online.
We can also now accept payments by PayPal. Simply select the PayPal logo in the Checkout and follow the on screen instructions.
When you place your order, our secure-payment gateway partner Stripe will automatically ask your card issuer for authorisation for this amount. If we get a valid authorisation, your card issuer will hold this value expecting a charge from us. Pong products are charged at dispatch and will appear as “Pong Cheese Ltd” on your statement.
To store your credit card details you will need to complete our online registration. Once you have registered, you will only need to sign in and your card details will automatically appear in the payment details. If you have 3D secure verification (Visa or Mastercard only) for your card, you may still need to provide a user name and password to complete your payment.
The Stripe Checkout service (“Stripe Checkout”) is technology that makes it easier for merchants on the Internet (“Merchants”) to collect payment from individuals like you. Stripe Checkout also makes it easy for you to store a credit card or debit card (“Payment Credentials”) with Stripe for use across the websites of Merchants who’ve chosen to enable it.
When you check out on the website of a Merchant that has Stripe Checkout enabled, we will ask you if you’d like us to remember you. When you allow us to remember you, Stripe will store certain identifying information, such as a password, your email address, or your mobile phone number (“Stripe Credentials”), and your Payment Credentials. The advantage of remembering you is that it will make your checkout quicker and easier if you come back to the same website, or to any of the other websites that use Stripe (a “Checkout Enabled Site”)–this can be especially handy when you’re on a mobile device or don’t have your credit card in front of you.
Stripe Checkout is a way of storing your Payment Credentials, but it doesn’t change anything else about your relationship with the Merchant you’re paying or your bank or credit card company. You are ultimately responsible for the purchases you make using Stripe Checkout. Also, the Merchant is the one responsible for providing you the goods or services that you purchase using Stripe Checkout, not Stripe. Stripe will use our reasonable efforts to keep your Payment Credentials secure.
If you want to delete your Payment Credentials, stop storing information using Stripe Checkout, or change your settings, you can send an email to email@example.com.
By using Stripe Checkout you represent and warrant that you are at least 18 years of age and that you will not use Stripe Checkout for any fraudulent, unlawful or abusive purpose.
(All orders, excluding hampers, are packaged in our attractive white cartons with frozen ice-gel packs to preserve the cheeses temperatures, and paper straw for protection)
Delivery times (UK and Northern Ireland):
We aim to process and ship all orders within 2 working days subject to stock availability, and no longer than 5 working days.
You will be notified by email the day your order is shipped. All deliveries are sent overnight from us on a guaranteed next day delivery service. In most cases a signature is not required to acknowledge delivery. In order to give your cheese the best chance of getting to you in optimum condition we highly recommend adding a note in the box provided in the checkout of a suitable place to leave the order if you are not in or an alternative delivery address such as a nearby neighbour. NB this must be in the same street or within the immediate vicinity since a delivery to an extra address will be liable to an extra fee.
Our delivery times are for guidance and are not a guarantee. We cannot take responsibility for length of delivery time once an item is dispatched from us to our carrier.
If you would like to delay delivery beyond 5 working days after you order then choose an ideal delivery date in the box provided in the Checkout. We will ship the order the day before this date on a 24 hour courier service.
If you select a delivery date please bear in mind that while we will always ship an order the day before this date we use a third party courier and delays can happen. If your order is for an event such as a birthday, a party or a wedding we would always recommend allowing a day or so leeway, just in case.
If you select Saturday delivery we will attempt to ship your order by the first Saturday however if it cannot be sent due to stock or any other reason, we will ship the order in time for the following Saturday.
If your order is a gift we will send it as quickly as possible and therefore, in the rare event of any specific cheese stock shortage we may substitute a cheese with a like for like replacement so as not to delay the shipment.
Delivery is only working days and Saturdays therefore we ship orders from Monday to Friday to arrive Tuesday to Saturday. We do not deliver ON Mondays.
Please note that certain parts of the British Isles including the Islands and the Scottish Highlands are harder to get to and therefore increase the chance of longer delivery times. For this reason Saturday deliveries and choosing a delivery date are not available to these areas.
|Country||Postcode||Week Day Price||Saturday Price|
|England, NI, Wales & parts of Scotland||All (except below)||£4.95||£9.95|
|UK Islands and Highlands and ‘Out of Area’ postcodes||AB, BFPO, DG15, HS1-9, IM1-9, IM99, INT, IV10-28, IV4, IV40-49, IV5, IV51-56, IV6, IV63, IV7-9, KA27, KA28, KW1, KW10-17, KW2-9, PA20, PA21, PA28-30, PA38, PA39, PA40-80, PA87, PH20-50, ZE1-3, ZZ1||£9.95||£14.95|
We are now delivering to INTERNATIONAL destinations.
We do not offer free delivery on any international order and Saturday delivery is NOT available.
We will ship an international order as per the same terms and conditions of a domestic delivery however the delivery times are on top of the shipping time.
International Delivery Prices:
|Channel Islands (Jersey & Guernsey)||£19.95|
|Ireland (Republic of)||£19.95|
|Belgium, Luxembourg & Netherlands||£19.95|
|Denmark, France, Germany & Monaco||£19.95|
|Greece & Portugal||£29.95|
|Austria, Czech Republic, Finland, Hungary, Lithuania, Norway, Poland, San Marino, Slovakia, Slovenia, Sweden & Switzerland||£39.95|
|Estonia, Latvia, Malta, Romania & Turkey||£69.95|
|Bulgaria, Canary Islands & Gibraltar||£39.95|
|Albania, Belarus, Croatia, Cyprus, Iceland, Kosovo, Macedonia, Moldova, Montenegro, Russia, Serbia, Ukraine||£49.95||£59.95|
|(Under 5kg)||(5kg to 30kg)|
|(Under 5kg)||(5kg to 30kg)|
|Hong Kong, Indonesia, Japan, South Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan & Thailand||£59.95||£69.95|
|(Under 5kg)||(5kg to 30kg)|
All our international deliveries are sent with Parcelforce Worldwide however Parcelforce orders within mainland Europe are normally delivered via the GLS network.
If you need to contact GLS their local numbers are:
GLS Austria: 0900 34 00 70
GLS Belgium: +32 (0)2 254 40 40
GLS Finland: +358 800 181 181
GLS France: 0899 703 100
GLS Germany: 0185 990099
GLS Ireland: +1530 235 236
GLS Italy: 800 33 13 93
GLS Luxembourg: (00352) 360 4410
GLS Netherlands: 030 241 7800
GLS Spain: (0034) 902 102 735
If you wish to cancel your order, please contact our customer care team at firstname.lastname@example.org or by telephone on 0843 837 2200 between 08:00 and 20:00, Monday to Friday, and Saturday 08:00 to 13:00. As we try to process orders immediately, it may not always be possible to prevent an order from being dispatched. If your order has already been dispatched, you may return the items to us in accordance with our Returns Policy.
If we receive notice of your cancellation in time we will cancel the order and we will not debit your card.
7. Returns and Refunds
Returns are accepted only if the goods are damaged. You must inform us within 24 hours from receipt by email or phone. We may request you return the item(s) to us in original, complete and undamaged packaging. If the item has not been returned to us in the original condition, we reserve the right to refuse a refund on the item. All returned goods must be accompanied by the delivery slip that accompanied the consignment.
In the case of damaged, faulty or goods mistakenly shipped, a receipt for the return postage should be included within the package for the cost to be refunded.
To return goods please contact us on email@example.com.
None of the above terms affects your statutory rights if goods are damaged or incorrectly supplied nor does it affect your rights under the Consumer Protection (Distance Selling) Regulations.
8. Contact us
Via email: firstname.lastname@example.org
Via Skype: pongcheese
Via post: Pong Customer Services, Unit 16 The Industrial Quarter, Bath Business Park, Peasedown St John, Bath BA2 8SF
Via telephone: 0843 837 2200 between 08:00 and 20:00, Monday to Friday, and Saturday 08:00 to 13:00. Not available Sundays or Bank Holidays. Calls cost 7p per minute from a BT landline but please note, calls from a mobile may have further charges added by the network provider.
Our cheeses are produced using artisan methods and therefore subject to seasonal availability and changes in shape/ size etc. All measurements and weights are approximate. The reproduction of colours is as accurate as the photographic and production process will allow.
If a cheese that has been ordered is unavailable, in the first instance we will replace it with a similar cheese that is like-for-like in terms of quality, type, origin and price. In the second instance, if this is not possible, we will contact you to discuss a replacement.
Except in relation to the description of products available for order from the Pong website, we do not guarantee and are not responsible for the accuracy of any information provided on the Pong website.
You may access and use the Pong website for your personal, non-commercial use. You may not use the Pong website or its contents for any commercial purposes without prior consent from one of the Directors or Pong Cheese Ltd.
The Pong website and its content including all text, graphics, logos, button icons, images, data compilations and software used in connection with the Pong website, is our property or that of our suppliers and is protected copyright, trade marks, database rights and other intellectual property rights.
We do not represent or warrant that the material contained in the Pong website, any of the functions of the Pong website and the server will operate without interruption or delay or will be error-free, free from defects, viruses or bugs or compatible with any other software or material. The Pong website is provided “as is”. Accessing the Pong website is entirely at your own risk.
The Pong website may occasionally include links to third party web. You acknowledge and agree that we will not be responsible for the availability of such Third Party Sites and will not be responsible or liable for any content or services available from such Third Party Sites.
We will not be responsible to you or any third party for any business loss (including loss of revenue, profits, contracts, anticipated savings, wasted expenditure, data or goodwill) or any other loss or damage which does not result directly from our actions or the actions of our sub-contractors or suppliers, is consequential or was not reasonably foreseeable to both you and us when the contract between us was formed.
Our liability to you under these terms and conditions will not exceed the total price charged for the items purchased. Nothing in these terms and conditions excludes our liability to you for personal injury or death caused by our negligence.
You will be subject to the policies and terms and conditions in force at the time you use the Pong website or order items from the Pong website. Changes which we are required to make by law could apply to orders which you have already made
You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these terms and conditions by you or any other liabilities arising out of your use of the Pong website, or the use by any other person accessing the Pong website using your shopping account and/or your personal information.
Last Updated October 2020 © Pong Cheese Ltd.