Terms and Conditions

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Last update 25/02/2023

1. Introduction and Information About Us

1.1 These  are the terms and conditions on which we supply products to you from  this website. Please read these terms carefully before you submit your  order to us. These terms explain who we are, how we will provide  products to you, how to return products to us, what to do if there is a  problem and other important information. 

1.2 We are PANGO, a team of creative individuals working on a children's storybook..

1.3 You can contact us by using the “Contact Us” section on the website.

1.4 If  we need to contact you, we will do so by writing to you at the email address or postal address you provided to us in your order.

2. Our Contract with You

2.1 The  images of the products on the website are for illustrative purposes  only. Although we have made every effort to display the colours of  products accurately, we cannot guarantee that a computer or device's  display of the colours accurately reflects the colour of the products.  Your product may vary slightly from those images. Also, the packaging of  the product may vary from that shown in images on the website.

2.2 Our  acceptance of your order will take place when a confirmation email is  sent to you, at which point a contract will come into existence between  you and us.

2.3 If we are unable to accept your  order, we will inform you of this and will not charge you for the  product. This might be for one of a number of reasons including because  the product is out of stock, because of unexpected limits on our  resources which we could not reasonably plan for, because we have  identified an error in the price or description of the product, because  of an issue relating to the personalisation of the product (see 5  (“Personalised Products”) below) or because we are unable to meet a  delivery deadline you have specified.

2.4 We  will assign an order number to your order and tell you what it is when  we accept your order. It will help us if you can tell us the order  number whenever you contact us about your order.

2.5 Unless otherwise indicated to you, we currently accept orders for the digital book via the website from all over the world. Orders for physical books and merchandise are only available for UK customers for now unless stated otherwise by the team. 

2.6 You must be aged 18 or over to order products from this website.

3. Delivery

3.1 There are no delivery charges for digital products on the site. For physical products, delivery  charges will be as displayed to you on the website.  Additional charges  (such as customs duty) may apply for delivery outside the UK.

3.2 During  the order process, we will let you know when we will provide the  products to you. We aim to ship your items within 2-5 working days from receipt  of order. Estimated delivery times are between 1 and 5 days from date of  dispatch for UK customers.. Delivery times are estimates only. You will  receive an ‘item(s) dispatched’ email with your tracking information as  soon as your order has been collected from us.

3.3 If  our supply of the products is delayed by an event outside our control  then we will contact you as soon as possible to let you know and we will  take steps to minimise the effect of the delay. Provided we do this we  will not be liable for delays caused by the event, but if there is a  risk of substantial delay you may contact us to cancel the contract and  receive a refund for any products you have paid for but not received.

3.4 The product(s) will be your responsibility from the time we deliver the product(s) to the address you provided to us.

3.5 Subject to 8 (“Intellectual Property”) below, you own the products once we have received payment in full for them.

3.6 We may have to suspend the supply of a product to deal with technical problems or make minor technical changes.

3.7 We  may need certain information from you so that we can supply the  products to you. If so, this will have been stated in the description of  the products on the website. We will contact you in writing to ask for  this information. If you do not give us this information within a  reasonable time of us asking for it, or if you give us incomplete or  incorrect information, we will inform you and either not take payment  or, where we have already done so, offer you a full refund to your  original method of payment. We will not be responsible for supplying the  products late or not supplying any part of them if this is caused by  you not giving us the information we need within a reasonable time of us  asking for it.

3.8 If you do not pay us for the  products when you are supposed to and you still do not make payment  within 7 days of us reminding you that payment is due, we may suspend  supply of the products until you have paid us the outstanding amounts.  We will contact you to tell you we are suspending supply of the  products. As well as suspending the products we can also charge you  interest on your overdue payments.

4. Price and Payment

4.1 The  price of the product (which includes VAT but not import duties) will be  the price indicated on the order pages of the website when you placed  your order. Delivery charges are not included in the product price. We  take all reasonable care to ensure that the price of the product advised  to you is correct. However please see below as to what happens if we  discover an error in the price of the product you order.

4.2 You  must pay for the products before we dispatch them. Credit card payments  are handled through a third party payment processor. This third party  payment processor will collect and may retain your credit card  information in order to process your payment. For further detail, please  visit our Privacy Policy. Additional terms and conditions of your payment method provider may apply to your purchase.

4.3 We  reserve the right to verify credit or debit card payments prior to  acceptance. We may cancel or suspend your order if the payment method  cannot be verified, is invalid, or is otherwise not acceptable for  whatever reason. You are responsible for resolving any payment problems.

4.4 It  is always possible that, despite our best efforts, some of the products  we sell may be incorrectly priced. We will normally check prices before  accepting your order so that, where the product's correct price at your  order date is less than our stated price at your order date, we will  charge the lower amount. If the product's correct price at your order  date is higher than the price stated to you, we will contact you for  your instructions before we accept your order.

4.5 If we accept and process your order where a pricing error is obvious  and unmistakeable and could reasonably have been recognised by you as a  mispricing, we may end the contract, refund you any sums you have paid  and require the return of any goods provided to you.

4.6 When  ordering products from us for delivery to any address outside the UK,  you may have to pay import duties and taxes, which are levied once the  package reaches the specified destination. You are responsible for  paying all customs import duties, taxes and additional charges which may  apply to your order, including any applicable currency exchange fees.

5. Personalised Products

5.1 We may sell certain products which can be personalised. If you have placed an  order for a personalised product, please ensure you carefully review  your personalisation information before submitting your order. In  particular, please make sure that you check the name, spelling and  grammar are correct as these cannot be changed once your order has been  submitted.

5.2 We can refuse personalised orders  at our discretion. If we decide to refuse a personalised order, your  order will be cancelled and fully refunded.

5.3 Please  note that our terms and policy regarding cancelling or returning your  order (see 6 below (“Cancelling your Order and Returning Products”) does  not apply to personalised products unless there is a manufacturing  error or product defect.

6. Cancelling your Order and Returning Products

6.1 Subject to 5 above (see “Personalised Products”) and 6.7 below, You  have the legal right to change your mind about your order, without  giving any reason, within 14 days of receiving your order. You have 14  days after the day you receive the order to tell us.

6.2 To exercise your right to cancel, you must clearly communicate to us  your decision to cancel (e.g. a letter sent by post or e-mail). You may  want to, but do not have to, use the model cancellation form set out at  the end of these terms.

6.3 If you have received  your order, you should send back the products you wish to return to our  customer services team within 14 days from the day on which we were  informed of your decision to cancel (excluding personalised products,  see 6.7 below). It will help us to process your return if you use the  customer services label on the front of the delivery note and include in  your package the delivery note with the returns information completed.  You will have to cover the cost of returning the product. We will refund  you the price paid for the product plus the costs of the original  delivery (except where you only return some products in an order, in  which case the original delivery costs will not be refunded) on receipt  of the returned product, or within 14 days of receiving from you proof  of returning the product, using the same means of payment as you used  for the initial transaction.

6.4 Subject to 5  above (see “Personalised Products”) and 6.7 below, you may also return  products beyond 14 days of receiving the product, up to 30 days, subject  to the following conditions. For such returns, we will not refund the  original delivery costs, and you will be responsible for the return  delivery costs. You must pack up the product(s) securely and, using the  customer services label on the front of the delivery note, send back to  our customer services team, including the delivery note with the returns  information completed.

6.5 In order to ensure  the safe return of product(s) we recommend that you obtain evidence of  postage from the post office and retain this evidence of postage until  you have received your refund.

6.6 All refunds will be made via the original payment method.

6.7 Please  note that we cannot accept returns of certain products, such as  products stated on the website to be non-returnable or products which  have been personalised.

6.8 We reserve the right to refuse to refund or exchange products that are returned to us that are not in a resalable condition.

6.9 You  may return to us any product (including personalised products or  products otherwise excluded from the cancellation/return rights above)  that is damaged, or defective when it is delivered to you, or where we  have delivered a product to you in error. You must indicate on the  delivery form or on the invoice the reason for returning the product.  Once we have confirmed that a product is damaged or defective when  delivered, or was delivered in error, we will refund you the price paid  for the product, plus your original delivery costs (except where you are  returning only some products from an order) and the cost of returning  the product to us.

7. Our Liability

7.1 Nothing in these terms shall limit or exclude our liability for:

• (a) death or personal injury caused by our negligence; 
• (b) fraud or fraudulent misrepresentation; or 
• (c) any matter in respect of which it would be unlawful for us to exclude or restrict liability. 

7.2  If we fail to comply with these  terms, we are responsible for loss or damage you suffer that is a  foreseeable result of our breaking this contract but we are not  responsible for any loss or damage that is not foreseeable. Loss or  damage is foreseeable if either it is obvious that it will happen or if,  at the time the contract was made, both you and we knew it might  happen.

7.3 We only supply products for domestic  and private use. You agree not to use products for any commercial,  business or re-sale purposes without our prior written consent. We have  no liability to you for any loss of profit, loss of revenue, loss of  business, loss of contract, business interruption, or loss of business  opportunity.

8. Intellectual Property

8.1 We do not give you any right or interest in any copyright, trade mark,  design right or any other intellectual property rights in any product  nor the right to copy them.

8.2 We do not give  any warranty or representation in respect of the trade marks or trade  names of any of the products or brands featured on the website.

9. Other Key Terms

9.1  We may use your personal information as set out in our Privacy Policy.

9.2 We  may transfer our rights and obligations under these terms to another  organisation but this will not affect any standard of service you  receive under these terms.

9.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

9.4 If  we do not insist immediately that you do anything you are required to  do under these terms, or if we delay in taking steps against you in  respect of your breaking your contract with us, that will not mean that  you do not have to do those things and it will not prevent us taking  steps against you at a later date. For example, if you miss a payment  and we do not chase you but we continue to provide the products, we can  still require you to make the payment at a later date. We reserve our  rights and remedies in any situation where you breach these terms.

9.5 Each  of the paragraphs of these terms operates separately. If any court or  relevant authority decides that any of them are unlawful, the remaining  sections will remain in full force and effect.

9.6 These  terms may be updated anytime, so you should examine them as often as  possible. For material changes to these terms, we will inform you by  email or will make it clearly visible on this website to bring attention  to the changes. If changes to these terms of sale are declared by a  court of competent jurisdiction to be invalid or ineffective, the  original terms you accepted will remain in full effect.

9.7 These  terms are governed by English law and you can bring legal proceedings  in respect of the products in the English courts. However, if you are a  resident of Northern Ireland you may also bring proceedings in Northern  Ireland, and if you are a resident of Scotland, you may also bring  proceedings in Scotland. This choice of law does not affect any  mandatory rights you may have under your domestic law.

9.8 Alternative  dispute resolution is a process where an independent body considers the  facts of a dispute and seeks to resolve it, without you having to go to  court. You can find out about the European Commission’s Online Dispute  Resolution (ODR) platform here: http://ec.europa.eu/consumers/odr.  Currently, we do not use alternative dispute resolution, including  through the ODR platform, as a means of settling consumer complaints.