Updated: 30 September 2026
Friendly customer service and common sense are at the heart of how we work. These terms explain our ordering, delivery and returns arrangements. If anything is unclear, please contact us – we are happy to help.
For additional information about overseas orders, please see our International Shipping, Delivery and Bank Transfers page.
These terms apply to purchases from PANOSUN Ltd (“PANOSUN”, “we” or “us”) through our website, by telephone or by post. The terms in force when you place your order apply to that order.
The statutory consumer rights described below apply when you purchase as a consumer. Wholesale enquiries are welcome; any separate trade arrangements will be agreed with you.
Your order is an offer to buy the products listed in it. For website orders, we send an email acknowledging receipt. This acknowledgement does not itself confirm acceptance of your order.
We accept your order, and the contract is concluded, when we dispatch the products. This also applies to orders placed by telephone or post.
If a product is unavailable, or we need to clarify your order, we will contact you. We will not substitute a product or collect an additional payment without your agreement. If we cannot fulfil your order, we will refund any payment for the unavailable products and any delivery charges that no longer apply.
All orders are invoiced and charged in British pounds sterling (£). Displayed product prices include UK VAT where applicable. Delivery charges are additional and depend on the destination, parcel weight and service selected.
We will show the total price and delivery charges before you place your order. Where an additional charge cannot reasonably be calculated in advance, we will explain that it may apply and how it will be determined.
For eligible orders exported outside the UK, we remove or refund any UK VAT charged. Where we arrange advance payment of import charges, we may credit your UK VAT refund against those charges and show the adjustment separately.
Our VAT registration number is GB 183 6090 00.
Prices and product availability may change, but changes do not alter the agreed price of an accepted order. If we identify a pricing error before accepting your order, we will contact you so that you can decide whether to proceed or receive a refund.
All goods remain the property of PANOSUN until payment in full has been received. This does not affect our responsibility for delivery.
Orders delivered outside the United Kingdom may attract import VAT, customs duties and clearance or handling charges. These vary by destination, goods and delivery service and are additional to product prices and postage unless expressly included in your quoted total.
Some destinations or delivery services require us to arrange payment of these charges through the carrier. Where advance payment is optional and available, we may offer you the choice of paying through us or paying the carrier or customs authority directly.
If additional charges become apparent when we book your shipping, we will email you with a breakdown, any applicable UK VAT adjustment and the available payment options. Where payment through us is required, we will obtain your agreement and payment before dispatch. Alternatively, you may cancel before dispatch for a full refund of all payments made to us for your order, including postage.
Where charges are payable directly by you, you are responsible for paying them when requested, which may be before delivery. Charges already paid through us should not be collected again; please contact us if you receive a duplicate payment request.
Customs requirements can change. We will contact you before dispatch only if we need to clarify or agree the arrangements for your order. Your statutory rights remain unaffected.
Some countries restrict the import of particular products or ingredients. Please check relevant import requirements before ordering and tell us about any permits or special arrangements needed for your shipment. If you are unsure, please contact us.
We aim to dispatch available products promptly. Delivery normally takes approximately 1–5 working days within the UK and 4–10 working days internationally after dispatch, depending on the service chosen.
These are estimates. Customs processing, public holidays and local delivery conditions can cause delays. Unless we agree a different delivery period with you, we will deliver your order without undue delay and within 30 days of your order.
If your order is delayed, missing or damaged in transit, please contact us. Where we arrange delivery, the goods remain our responsibility until they are received by you or a person you have nominated to receive them. We will investigate delivery problems with the carrier and arrange an appropriate remedy.
You do not need to purchase additional insurance to retain your statutory delivery rights.
Please provide a complete and accurate delivery address and respond promptly to collection or customs notices. If a parcel is returned because an address supplied was incorrect, it was not collected or import charges were unpaid, reasonable return or redelivery costs may arise. We will explain any applicable costs and agree the next step with you. You will not be responsible for costs caused by our error, and your statutory rights remain unaffected.
You may cancel your order before dispatch. For purchases made online, by telephone or by post, you also have the right to cancel without giving a reason during the 14 days after the day you receive the goods.
If products from one order are delivered separately, this period runs from the day after you receive the last product.
To cancel, send us a clear statement by email or post using the contact details below. You may use our Cancellation and Returns Form, but you do not have to.
Please include your name, address and sufficient information to identify your order, such as the order number, order date or products purchased. It is sufficient to send your cancellation notice before the cancellation period expires.
If you have received the goods, please send them back without undue delay and within 14 days after telling us that you wish to cancel.
You are responsible for the direct cost of returning unwanted goods. We will cover reasonable return costs where goods are faulty, damaged or incorrectly supplied.
If you cancel your whole order under section 6, we will refund all payments received from you for that order, including outward delivery charges, subject to any permitted deduction described below.
We may deduct an amount for any reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law permits. This does not restrict our separate satisfaction guarantee in section 9.
We will issue your refund without undue delay and:
Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of having returned them, whichever happens first.
We will use the same payment method as your original purchase unless you expressly agree otherwise. We will not charge a refund fee.
Import charges paid directly to an overseas carrier or customs authority are not payments received by PANOSUN. Any application to recover those charges must follow the relevant authority's or carrier's procedures. This does not affect any rights you may have against us.
Your products must match their description, be of satisfactory quality and be fit for their normal purpose and any particular purpose we have agreed with you.
If a product arrives damaged, is faulty or is not what you ordered, please contact us as soon as reasonably possible. Include your order details and, where practical, a description or photograph of the problem.
We will arrange the refund, replacement or repair to which you are entitled and cover reasonable return costs. Please contact us before paying to return a faulty, damaged or incorrect item so that we can agree suitable arrangements.
Accepting a delivery does not remove your rights. Your statutory rights are not limited to reporting a fault within 14 days.
In addition to your statutory rights, we offer a 30-day satisfaction guarantee.
If you are not completely satisfied, send the product back, used or unused, within 30 days of the original purchase date. We will refund 100% of the product purchase price.
This additional guarantee excludes shipping and handling charges. You are responsible for return postage unless the product is faulty, damaged or incorrectly supplied.
We will issue your refund within 14 days of receiving the returned product, using the original payment method unless we agree otherwise.
This guarantee is provided by PANOSUN Ltd at the address below. It is additional to, and does not replace or restrict, your statutory cancellation or faulty-goods rights. Where those rights entitle you to a more favourable remedy, they continue to apply.
Please package returned goods securely to help prevent damage in transit. Include your name and order details, and send them to:
PANOSUN LtdYou may use our Cancellation and Returns Form. We recommend obtaining proof of posting and keeping it until we confirm receipt.
For international returns, please contact us for any customs information needed to identify the parcel correctly as returned goods.
Please read the product information and follow the manufacturer's directions, including any recommended intake, storage instructions and precautions. Keep products out of reach of children where directed.
Our general wellbeing information does not constitute a medical diagnosis or an individual treatment recommendation. Nothing in this section limits our responsibility for accurate product descriptions or your statutory rights.
We use your personal information to process your order, arrange payment and delivery, and provide customer service. Where necessary, relevant information is shared with service providers such as payment processors and delivery companies, or with customs authorities.
Please see our Privacy Policy for further information about how we handle personal data.
If you have a question or are unhappy with any part of your order, please contact us. We will listen, investigate and work with you to resolve the matter.
If we cannot resolve a consumer complaint directly, we will provide information about an appropriate alternative dispute resolution body and confirm whether we will use that service, where required by law.
We may update these terms from time to time. Updates apply to future orders and do not retrospectively change the terms of an existing order without your agreement.
If a provision is found to be invalid or unenforceable, the remaining provisions continue to apply so far as legally possible.
Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, or removes any mandatory consumer rights that apply to your purchase.
10 St Leonards Road
Forres
IV36 1DW
United Kingdom
Email: info@panosun.org
UK Freephone: 0800 254 0055
From outside the UK: +44 1234 48 47 48
Website: www.panosun.org
VAT registration number: GB 183 6090 00
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