Terms and Conditions

Welcome to http://www.pondenhome.co.uk/ website terms and conditions. These terms and conditions apply to the use of http://www.pondenhome.co.uk/ and the selling of our products to you subject to the conditions set out on this page.

By using http://www.pondenhome.co.uk/ you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this website.

If you have any questions relating to these terms and conditions, please contact our customer services team before you place an order at customer.services@pondenhome.co.uk . This site is owned and operated by Ponden Home. ("Ponden Home", "we" or "us").

Registered office: Waverley Mills, Langholm, Dumfriesshire, DG13 0EB

Registered number: SC346445

Ponden Home is a trading name of Duvetco Limited

VAT number: GB 263 6530 59

Intellectual Property Rights

All intellectual property rights, trademarks and copyright for all material on the website is owned by or licensed to us. You may use any of the information within http://www.pondenhome.co.uk/ for your personal use only. You agree not to copy, transmit, reproduce, publish or distribute any material from the website or use any information for non-personal or commercial purposes. You may print extracts from the website or download and copy information to a local hard drive for your personal use only. You may not link or frame the website or any part of it without our express permission.

Your Account

You are responsible for the confidentiality and maintenance of your personal account information and password. You accept responsibility for all activities that occur under your account and password. It is important that you keep your personal details and password confidential and secure. If you have any reason to suspect that your password has become known by someone else, or has been or is likely to be used without your authorisation, you should contact us immediately. We shall not be liable to any person for any loss or damage as a failure by you to protect your password or account details.

http://www.pondenhome.co.uk/ reserves the right to refuse access to the website, terminate personal accounts, amend and remove content and cancel orders (at no cost to you).

Registration

You guarantee that when you register with us as a customer, all of the information that you provide is true, accurate and up to date. If any of the information provided changes, you must inform us immediately by contacting our customer services team at customer.services@pondenhome.co.uk .

You must not impersonate any other person or entity or use a false name or a name that you do not have authority to use. You must not use the website in any way which will cause, or is likely to cause, the website to be impaired, damaged or interrupted in any way. By placing an order on our site you warrant that you are legally entitled to enter into binding contracts.

Your Conduct

You must not use http://www.pondenhome.co.uk/ for any of the following activities:

  • For any fraudulent activity
  • In connection with any criminal activity or unlawful act
  • To transmit or distribute a virus, Trojan, worm or logic bomb
  • To transmit any material which is illegal, malicious, in any way offensive, obscene, defamatory or menacing
  • To cause annoyance, inconvenience or needless anxiety to others
  • In breach of copyright, trademark, confidence, privacy or other right
  • Send unsolicited advertising or promotional material, often referred to as spam. Under the Computer Misuse Act 1990, breaching this provision may be a criminal offence and we will report any breach to the law enforcement authorities and disclose your identity to them.

Access to http://www.pondenhome.co.uk/

We will make every effort to ensure that http://www.pondenhome.co.uk/ is available to use and is operating properly without any errors. However, we reserve the right (from time to time) to restrict access to the website to allow essential maintenance or upload new services and/or improvements. We will ensure that any interruptions are kept to a minimum.

Damage to Your Computer

We have made every effort to ensure that http://www.pondenhome.co.uk/ is free from viruses and defects. However, it is your responsibility to ensure that your computer is properly protected and updated with specialist screening software available to screen out anything that may damage it. We cannot guarantee that using this website or other websites which can be accessed through http://www.pondenhome.co.uk/ will not result in any damage to your computer.

There may be links on http://www.pondenhome.co.uk/ that will take you to other websites. We do not monitor these other websites and cannot control their content, privacy policies or services. As such we do not accept any liability from the use of these websites.

Contacting Customers

You can expect to receive an email when your order has been confirmed, shipped to store & received in-store ready for collection

Picking up your order in-store

Please ensure you have your order number and the credit or debit card you used to place the order. You will be asked to present this so that we can check the last 4 digits match the card we have on record.

Returns & Refunds

We hope you enjoy your purchase. If for any reason you are not completely happy with your purchase you may return items to us within 28 days from the date of despatch for a refund.

All goods must be in original packaging, unused and unworn and be in pristine condition. Damaged or incomplete packaging or missing contents may prevent us from issuing a refund.

If you have any queries please contact Customer Services on 01925 856 833. Have your documentation ready.

Returning/Exchanging Via Post

Please phone customer services on 01925 856 833 to request a returns label.

Fill out your reason(s) for return in the return section at the end of the despatch note.

Enclose the despatch note with the product, and package up securely; please use original packaging.

For return by post; we'll process your refund within two weeks of us receiving the item/s back in our returns centre. We'll refund the credit or debit card of the person who originally placed and paid for the order.

If you wish to exchange goods using post, please follow the return procedure by post detailed above and re-order the correct item(s) via our website.

Returning/Exchanging Items To Store

You can also return or exchange items at your nearest Ponden Home store. To find your nearest store click here.

Take the item you wish to return and the despatch note into store.

All goods must be in their original packaging, unused or unworn and be in pristine, reasonable condition. This does not affect your Statutory Rights.

Please make sure you also take in the payment card you originally used to buy the product. Your refund can then be processed straight away. We will not be able to process refund if the payment card is not presented at the time of return in the store.

The refund will be processed immediately.

You can exchange items in store for the items of equal value or, on payment of the difference if of greater value. If your new purchase is of lesser value you will receive a refund of the difference to the credit or debit card you paid with.

Non-Returnable Items

There are some items you cannot return to us. In the interests of hygiene swimwear may only be returned to us if the hygiene strip is still intact. Earring jewellery cannot be returned. This does not affect your Statutory Rights.

Gift Item Returns

You can return item(s) that you received as gift in store only. Gift returns must be in original packaging, unused and unworn and be in pristine condition. Please return the item within 28 days of the date of the proof of purchase and we will exchange for the current selling price. This does not affect your Statutory Rights. You must produce the original dispatch note in order to receive a refund.

Faulty Goods

Please phone customer services on 01925 856 833 to advise of the fault and request a returns label. We will process your refund within 2 weeks. Faulty goods cannot be returned to store.

Orders That Are Not Collected From Store

You will receive a automated email reminder after 7 and 14 days of the order arriving in-store. At 25 days customer services will try to contact you via telephone. If you still have not collected your items within 28 days from your chosen store we will retain the item and you will be refunded by the customer services team.

Support

If you have any queries please contact Customer Services on 01925 856 833

Product Availability

All products for sale on http://www.pondenhome.co.uk/ are subject to availability. If for any reason your order cannot be fulfilled owing to lack of stock, you will be made aware of this on the web page where you tried to place your order.

Part Delivery

If only part of your order is available, we will dispatch the items that are in stock and cancel the out-of-stock items.

Product Descriptions

Every product is sold subject to the product description and supporting information such as size, colour, estimated delivery dates and guarantees. All sizes are in UK standard sizes (Size Guide). We make every effort to ensure that the product colour is as accurate as possible, but the colours shown may vary depending upon the setting of your computer monitor. We cannot guarantee that the colour shown will accurately reflect the colour upon delivery. We will take all reasonable care to ensure that all of the product details, descriptions and prices are correct at the time when the information was uploaded onto the website. However, the information may not always exactly reflect the position when you placed an order. Please note that the estimated delivery times are only estimates, and cannot be guaranteed. Packaging may vary from that shown. We reserve the right to refuse orders where the product information, price or product promotion has been incorrectly published.

Prices

All prices include VAT and are subject to change without prior notice.

The products will be at your risk from the time of delivery.

Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products, including delivery charges.

The price of any products will be as quoted on our site from time to time, except in cases of obvious error.

These prices, including VAT but excluding delivery costs, will be added to the total amount due as set out in the delivery information below.

Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you in a Dispatch Confirmation.

Our site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product’s correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product’s correct price is higher than the price stated on our website, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.

We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.

Promotions

We run promotions both in our stores and on http://www.pondenhome.co.uk/ . Some of these promotions may be exclusively online, exclusively in-store or only available to customers in certain areas.

Discounts codes and offers cannot be redeemed against products within concessions within our stores and online. This includes all products from the following concessions.

Harbenware, AMEFA UK LTD, Buckingham, Camille, Danielle Creations, Double Two LTD, Elle Socks, Farah UWear, Gabicci, Gray's Gifts, History And Heraldry, J H King, Just Elegance, Klass, Lomond LTD, Pavers, Prices Candles, Regatta, Skyflite, TIGI, Peacocks.

Discounted products available on http://www.pondenhome.co.uk/ have been on sale at the higher marked price either on the web site or in at least one of our retail stores for at least 28 consecutive days in the last 6 months.

Our Contract

When you place an order with http://www.pondenhome.co.uk/ , we will send you an order acknowledgement by email containing all the details of your order. This is NOT an order confirmation but an acknowledgement that your order has been received. Our acceptance of your order will take place when we charge your payment method for your order. At this point, we will send you a dispatch confirmation email. Any products on the same order, which we have not confirmed in a Dispatch Confirmation email, will not form part of that contract.

We reserve the right to refuse an order. Non acceptance of an order may be as a result of one of the following, but not limited to: the product ordered being out of stock; our inability to obtain the authorisation for payment; the identification of an error within the product information, including price and promotion; you not meeting the eligibility to order as set out in the Terms and Conditions.

You are seeking to enter into a contract with Ponden Home when you place an order.

Contract Cancellation

Right to cancel

You have a right to cancel this contract within 14 days without giving any reason.

For sale of goods, the cancellation period will expire after 14 days from the day on which you (or your representative) acquire physical possession of the goods supplied.

To exercise the right to cancel, you must inform us Ponden Home, Waverley Mills, Langholm, DG13 0EB. 01925 856 833 customer.services@pondenhome.co.uk, of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, or e-mail). You may use the attached model cancellation form (bottom), but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel the contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than-

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

For goods

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You may use our freepost returns service or your own service. In any event, keep a receipt as proof of postage.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

________________________________________

Model cancellation form

To Ponden Home, Waverley Mills, Langholm, DG13 0EB. 01925 856 833 customer.services@pondenhome.co.uk:

I/We[*] hereby give notice that I/We[*] cancel my/our[*] contract of sale of the following goods[*] / for the supply of the following service[*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper).

Date [*] Delete as appropriate.

 

We hope that you will be entirely satisfied with your purchase. Should you wish to cancel your order, prior to receiving the goods, you must do so by contacting our customer services team on UK 01925 856 833 or International +44 (0) 1925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive). All calls are free. Please have your order reference number to hand.

If goods have already been dispatched, please return them to us in their original condition and packaging, using the return slip provided within 14 days.

Credit, Debit & Paypal Payments

We accept most major cards including American Express, Visa, MasterCard, Visa Debit, Switch/Maestro. Customers can also use PayPal to pay for orders. This is available as an option during checkout. Please note PayPal cannot be used to pay for orders taken by phone.

We are unable to accept payment via cheque or any method other than those listed above.

The Ponden Home Gift Voucher

We are now able to offer online gift vouchers which can be sent to anyone with an email address or the code given in person and redeemed online.  For more information take a look at our Online Gift Voucher page

Paper Vouchers may only be redeem in stores. You can find your nearest store by clicking our Store Finder .

Payment By Phone

If for any reason your are not comfortable paying online, we do accept payment over the phone. You can do so by contacting our customer services team on UK 01925 856 833 or International +44 (0) 01925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive). Our staff would be delighted to help you with your order.

General

We will only charge your card when your order is ready to be dispatched. If there are any items in your order that are not in stock, you will not be charged for them. You will be advised by email if we are unable to complete your order for any reason. As part of our policy to protect against the fraudulent use of credit cards, we carry out random security checks on orders. These can take various forms, and may involve contacting you by telephone before your order is processed.

UK Delivery Information

Delivery Service How long will it take? Price
Standard Royal Mail Standard
Items delivered in 3-5 Days. Mon to Sat, 8.30-5.30 excl. public holidays.***
£3.99
Express* Royal Mail Express
Orders placed by 2.00pm, delivered within 48hrs. Mon to Sat, 8.30 - 5.30 excluding public holidays. * ** ***
£4.99

* Signature required
** Scottish Highlands and Islands will take 48-72 hours on this service
*** A small number of areas - Northern Ireland, Isle of Man, Isles of Scilly - may take up to 7 working days

If you would like to have your order sent to separate addresses, you can do so once you are in the Delivery section. Select the "Advanced Delivery" page, where you can apply separate addresses to each item you purchase. Each delivery address will be charged a separate delivery fee.

You will not be allowed to submit an order with items that are out of stock.

If only part of your order is available, we will dispatch the items that are in stock and cancel the out of stock items. You will not be charged for any items that are not sent to you.

Our Standard deliveries are made by Royal Mail. You can track your delivery via Royal Mail Track and Trace . This is a 3-5 day service, which includes Saturday.

Our Express deliveries are made by Royal Mail. You can track your delivery via Royal Mail Track and Trace . This is a 48hr service, which includes Saturday.

Your order will be shipped to you as soon as possible, subject to payment card authorisation and stock availability.

If the dispatch confirmation email is sent to you before 4.00pm, Monday to Friday, your order will be collected by the appropriate delivery courier that day. Orders with dispatch confirmation emails sent after these times will be collected by the appropriate delivery courier the next business day.

We cannot guarantee delivery within our usual timescales to a small number of areas. Please allow up to seven working days for deliveries to the Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isles of Scilly.

All deliveries will be made according to the carriers' standard procedures. Our standard delivery service does not require a signature, but our express delivery is recorded and as such requires a signature. Packages that will not fit through your letter box may be taken back to the postal depot for collection.

International Delivery Information

Orders placed on our website for shipment to countries other than the UK are subject to different terms and conditions and where relevant these are incorporated into the T&C’s describing our services throughout the site and wherever you need to reference them.

Delivery Service How long will it take? Price
Austria / Belgium / Denmark
Finland / France / Germany
Ireland / Italy / Netherlands
Norway / Poland / Spain
Sweden / Switzerland
Items delivered in 5-7 Days* £9.99
USA / Canada Items delivered in 10-14 Days* £9.99
Australia / New Zealand Items delivered in 14-21 Days* £14.99

* International shipping services are dependent upon home country postal services. The estimated delivery time quoted should serve as guidance only. We cannot guarantee delivery dates or give any indication of when date of delivery will occur.

If you'd like to have items sent to separate addresses, please complete a separate order for each address. A separate delivery charge will be made for each address.

In some countries you may need to sign for an international delivery. Please check with your local postal services if you are unsure.


Customs Duty, Excise & Other Local Taxes

In some countries, mainly outside the European Union, the receiver of the package may be liable for taxes, fees or other charges that are imposed by local laws or legislation in your country. The recipient of the order is responsible for all customs formalities relating to their import and where required to do so will need to pay any additional charges, including import duty, customs charges, taxes, levies and any other charges. The recipient of the goods, not the person who's ordered them, will receive a separate request for payment of these charges.  

If you are ordering goods for delivery to someone else please make sure they are aware of the possibility of these additional payments and that they will be responsible for payment. Since we have no control over these charges we are unable to predict what they may be and consequently we are unable to provide any assistance with these processes.

Ponden Home has no control over these import regulations or additional charges and we suggest you contact the local authorities or postal service in the destination country for further advice.


Prices, Taxes and Payment

The website will charge and take payment in £ Pound Sterling. All prices shown on the site are inclusive of local UK (Value Added Tax) VAT at 20% and if you are in an EU country currently, this will be the price you pay. Orders for Non EU destinations will not be charged VAT and will have this deducted at checkout. Copy invoices are available from within your online account control panel. Simply login to your account for details.

Payment methods available include AMEX, Mastercard, VISA & PayPal.

Tracking Your Order

You can review the status of your order at any time by logging in to your account section of our website and checking order information.

If you would like any help in finding out the status of your order or tracking its delivery progress, please contact our customer services team via email on customer.services@pondenhome.co.uk or contact our customer services team direct on UK 01925 856 833 or International +44 (0) 01925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive)

Returns And Refunds

If you are not 100% satisfied with the item(s) you have ordered, we will give you a full refund provided that you return the item(s) to us within 28 days of receipt and in a re-saleable condition - i.e. in their original packaging, unworn, unwashed and complete with their original labels.

We reserve the right to refuse a refund for items returned that are not in a re-saleable condition.

You do not need to inform us before you send us a return.

For items purchased using Paypal please see returns and exchange information below  

If we have made a mistake on an item sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above.

We will only refund the price of the item to the purchaser once it is received by us. Please allow up to ten working days for items to reach us, and a further five days for the credit to show in the purchaser’s account.

Products We Are Unable To Refund

Underwear and jewellery for piercings cannot be returned for hygiene reasons. This will be indicated along with the product information on our website.

These conditions do not affect your statutory rights.

Returns Can Be Made In The Following Ways:

UK Returns - In Store

Returns can be made to any Ponden Home store *  **

As long as it is within our returns policy guidelines, simply take the dispatch/refund note and the product you wish to return or exchange to your nearest store and tell the sales assistant you bought it online. The assistant will be happy to either process your refund via the original payment method, or help you find an alternative product. Exchanges for goods at same or greater value (on payment of difference) can be made.

* Returns cannot be made within our concession stores or our factory outlet stores. ** Stores may be unable to refund postage costs or other associated costs. Please contact us for details or return by Free Post.

Returns via Free Post

You will find a prepaid returns label and instructions enclosed with your order. You must complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.

Keep details of goods returned, together with the remaining part of the Dispatch Note and Proof of Return Document, until you have received your refund, in case of the unlikely event of returned goods being lost in transit.

Please allow up to ten days for your goods to reach us.


PayPal - Returns & Refunds

Good purchased using PayPal may be exchanged in store, however refunds cannot be processed. Please follow the returns process above to receive a refund.


International Returns

Items may be returned to us within 28 days from the date of despatch for a refund. All return postage costs are the responsibility of the customer.  Address your package to: Ponden Home Returns, Peacocks Stores , Heol Chrochendy , Parc Nantgarw , Treeforest Industrial Estate , Nantgarw, CF15 7QT  

Refunds Policy

Refunds will only be processed on items returned within 28 days.

All refunds will be made back to the payment card which was used to pay for the original order.

We are unable to offer credit notes.

Replacement Policy

We only offer exchanges in our standalone UK stores.

We do not offer an exchange service via the post.

If you would like an alternative item or size, please return the unwanted item(s) and place a new order for the item(s) which you would like. We will refund you for the returned items as per our standard policy.

Lost The Original Paperwork?

If you no longer have the pre-paid free returns label please address the package to:

Ponden Home Returns, Peacocks Stores , Heol Chrochendy , Parc Nantgarw , Treeforest Industrial Estate , Nantgarw, CF15 7QT  

Please make sure that you include the following information:

  • Order number
  • Name and address, including postcode
  • Contact telephone number
  • Email address
  • Reason for return:
    • Too small
    • Too big
    • Wrong colour
    • Damaged on receipt
    • Wrong item received
    • Not suitable
    • Faulty
    • Other

Write the order number on the top left-hand side of the packaging to help us to identify your parcel at our warehouse.

You will need to pay for the postage yourself.

Can I return An Unwanted Gift

All orders can be returned by following the standard return policy and the return instructions on the dispatch paperwork. However, please note that our returns process is automated and the original purchaser will receive all of the standard notification emails for any return or refund requested.

If you request a refund, it will be made to the original payment card. We are unable to offer credit notes.

Unwanted gifts can be returned to your nearest store with the Dispatch Confirmation for an exchange only.

Forgotten Your Password?

If you have forgotten your password, just click on "Forgotten Password" and enter your email address. We will then email you a link with instructions to set up a new password.

Privacy Policy

Your privacy is very important to us at Ponden Home and we are committed to protecting your security. We promise not to divulge any of your personal information to any outside company for marketing or any other purpose without your permission.

We endeavour to be fully compliant with all of the relevant consumer and Data Protection legislation, and will always treat your personal information with total respect and confidentiality.

As with many large companies, communication by telephone may be recorded for the purposes of monitoring customer service standards and for security.

How do We Use Your Information

Any personal information which is collected during the purchasing process is only used by us and our carefully selected partner companies to ensure that we can take, process, deliver your order and maintain your account to the highest standard possible.

All of our partner companies are under a legal obligation to keep your personal information private.

We also collate statistics about the website traffic, sales and other commercial information which we use to improve our service to you. However, none of the information is on an individual basis.

With a view to understanding our customers better and where you have indicated that you would like us to, we will use the information that we have about your shopping habits to offer you products and services that are likely to interest you.

You may opt out of the various uses of your personal information at any time, even if you have previously given your consent to use it.

Opting In/Opting Out

We offer various opportunities for you to receive marketing communication from time to time, such as emails, vouchers and promotional offers.

Each opportunity will explicitly state whether it is opt in or opt out.

If you would like to change your preferences at any time or would like to see what you have signed up to receiving, please visit ‘My Account’ where a full list is displayed.

If you decide that you do not wish us to contact you, you can write to the Customer Services Department, quoting "Security and Privacy Enquiry", at Ponden Home, Waverley Mills, Langholm, Dumfriesshire, DG13 OEB.

If you no longer wish to receive any emails from us, each email we send contains an easy, automated way for you to cease receiving emails from us. If you wish to do this, simply follow the instructions at the end of any email. You may continue to receive mailings that are already on route to you for a short period of time while your request is being dealt with.

Cookies

Cookies are small data files which are temporarily stored on your computer. They enable us to track your current shopping experience, save the contents of your shopping bag and gather valuable marketing information on website usage which allows us to constantly improve our service to you.

  • Cookies cannot harm your computer and do not contain any personal or private information.
  • In order to provide a personalised shopping experience with the highest level of security our website uses a number of cookies.
  • In order to shop with us your computer must be set up to receive cookies.
  • Some of our carefully selected affiliate partners may also use cookies so that they are able to track sales which have come from them; if these cookies are not accepted it will not affect the functionality of our website.

Security Policy

Our site uses software to provide high level SSL encryption technology to secure your data when you transmit it to us. There are two simple ways to check if a page on our website is secure.

  • A small padlock sign will appear in the bottom bar of your browser or to the right of the URL (address) bar.
  • The ‘http’ will be replaced with ‘https’ at the front of http://www.pondenhome.co.uk/ in the browser address window.

Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot absolutely guarantee the security of your information provided over the internet and will not be responsible for this.

Please note that email correspondence is free format text and cannot be encrypted, therefore it is not a secure means of communication.

We will never contact you by email to ask you to send or confirm any of your personal details. If we need any information of this nature we will only contact you by phone or letter.

Never send any sensitive information, such as passwords or credit card information, via email.

If you are using a public computer then make sure you log out fully and close the browser.

When creating a password, a combination of letters and numbers is recommended. Try not to use obvious personal details such as the names of children or pets.

Keep your password private and do not use the same one for multiple online accounts.

It is recommended that you change your password frequently.

Phishing

Phishing is the practise of tricking someone into giving confidential information, such as email scams that send banking customers to a website which is not the bank’s real website.

We will never contact you by email to ask you to send or confirm any of your personal details. If we need any information of this nature we will only contact you by phone or letter.

If you receive an email claiming to be from us requesting this type of information, DO NOT RESPOND, but please let us know by forwarding the email to customer.services@pondenhome.co.uk .

Verified by Visa and MasterCard SecureCode

We have introduced Verified by Visa and MasterCard SecureCode to give you even more confidence when shopping online.

These services give you extra protection against unauthorised usage when shopping online.

All you need to do is set up a private password with your card issuer. During the checkout process you will automatically be asked to provide the password when you make a purchase.

To register for these services you must first register with the bank or organisation which issued your card.

Find out more about Verified by Visa and MasterCard.

Dispute Resolution

Should you have any dispute, please email us at customer.services@pondenhome.co.uk or call us on UK 01925 856 833 or International +44 (0) 1925 856 833 (9.00am - 5.30pm GMT - Monday to Saturday inclusive).

Accessibility

We recognise how important it is that our website can be used by as many people as possible.

We have worked with our designers to ensure that our site meets the legal requirements under the Disability Discrimination Act and can be used by our customers who have visual, hearing, cognitive or motor impairments. We are continually working to improve accessibility at http://www.pondenhome.co.uk/ and are pleased to say that our website meets the strict guidelines provided by the World Wide Web Consortium

If you experience any difficulty using http://www.pondenhome.co.uk/ or have any feedback for us regarding the accessibility of the site, then please do not hesitate to contact us at customer.services@pondenhome.co.uk .

When entering a competition you automatically agree to these terms and conditions.


  • Competitions are open to everyone worldwide unless Geographical restrictions are applied
  • No cash alternative or product alternative is offered for the said prize
  • The prize is non transferable
  • Winners can not refund or exchange the prize
  • Online entries only unless stated
  • The winner will be contacted after the said closing date
    • If the competition is on facebook you will be contacted via facebook, please ensure you have your privacy settings set so we can contact you.
    • If you are a winner you have 30 days from the closing date to claim your prize, if unclaimed an alternative winner will be picked
  • Ponden Home Employees and their family members are not allowed to enter
  • By entering a competition you agree for us to use your name for marketing and communications.


If you appear to be violating these terms you will be withdrawn from the competition and an alternative winner will be picked.