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Pongo Handmade — Terms and Conditions

Last updated: 19/09/2026

Welcome to Pongo Handmade. By using this website or purchasing from us, you agree to the following terms. Please read them carefully.

1. About us

Pongo Handmade is a sole trader business based in Basingstoke, Hampshire, UK, producing handmade soap, candles, bath salts, and incense. Contact us at soaps.pongo@gmail.com with any questions.

2. Using this website

  • You must be at least 18 years old, or have parental/guardian permission, to place an order on this site.

  • You agree to provide accurate information when placing an order or making a booking.

  • We may update, suspend, or discontinue any part of this website at any time without notice.

3. Products

  • All products are handmade in small batches. Minor variations in colour, scent, shape, or weight between items are normal and not considered faults.

  • Product descriptions and images are as accurate as possible, but slight differences may occur due to screen display or the handmade nature of items.

  • Ingredients are listed on product pages and packaging. It is the buyer's responsibility to check for allergens before purchase or use.

4. Orders and payment

  • All prices are listed in GBP. Pongo Handmade is not currently VAT-registered, as we are below the UK VAT registration threshold. 

  • Payment is taken in full at the time of order via our payment provider.

  • We reserve the right to cancel or refuse any order, for example due to stock issues or pricing errors, in which case you will be refunded in full.

5. Delivery

  • We currently deliver to UK addresses only.

  • Orders are dispatched within 3 working days of purchase.

  • We use Royal Mail 2nd Class for delivery, which typically takes 2–3 working days once dispatched. Please allow up to 7 working days in total from order to arrival to account for dispatch and delivery time.

  • Delivery costs are shown at checkout before you complete your order.

  • Risk in the products passes to you once delivered to the address provided.

6. Returns and refunds

  • Due to the nature of our products (handmade cosmetics), we do not accept returns or offer refunds for change of mind.

  • If an item arrives faulty, damaged, or not as described, please contact us at soapspongo@gmail.com within 14 days of delivery with a photo of the issue. We will offer a replacement or refund at our discretion.

  • This does not affect your statutory rights under the Consumer Rights Act 2015 regarding faulty goods.

7. Workshops and bookings

  • Workshop bookings are governed by our separate Booking Policy and Workshop Safety Waiver, which form part of these terms. By booking a workshop, you agree to both.

8. Liability

  • We take reasonable care in the manufacture of our products, but we are not liable for allergic reactions, misuse, or damage arising from failure to follow product instructions or ingredient warnings.

  • Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud, as these cannot be excluded under UK law.

  • We are not liable for indirect or consequential losses arising from use of our products or website.

9. Intellectual property

  • All content on this site (text, images, logos, branding) is owned by Pongo Handmade and may not be copied or reused without permission.

10. Governing law

  • These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to these terms

  • We may update these terms from time to time. The version published on this page is the current one.

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