Terms and Conditions

This document sets out the terms, conditions, and policies governing your use of the Pell Wall website and your purchase of products and services from Pell Wall Ltd (“we”, “us”, “our”).

It incorporates and replaces our:

  • Terms of Sale
  • Delivery Policy
  • Returns & Refunds Policy
  • Privacy & Data Protection Policy

These sections may be presented separately for convenience, but together they form one legally binding agreement.

By accessing our website or placing an order, you agree to this document in full.

1. Company Information

Pell Wall Ltd
Registered Address:
Brookside Business Park, 24
Stone, ST15 0RZ
United Kingdom

We operate as an online-only business.

2. Scope of Sales & Business Model

We sell products exclusively via our website. Orders are not accepted in person, by post, or via alternative ordering methods.

We are a specialist business with limited operational capacity and resources. Our processes, lead times, and support availability reflect this.

3. Minimum Order Value

A minimum order value of £50 (excluding delivery charges, taxes, and duties) applies unless otherwise stated.

We reserve the right to amend, suspend, or remove the minimum order requirement at any time without notice.

4. Formation of Contract & Right to Refuse Business

A contract of sale is formed only when we accept your order.

We reserve the right to refuse, cancel, suspend, or not proceed with an order at any stage prior to dispatch, including (but not limited to) where:

  • A pricing or listing error has occurred
  • Stock or materials are unavailable
  • Fraud or misuse is suspected
  • These terms are breached
  • We reasonably determine that we do not wish to enter into or continue a business relationship

Where payment has been taken for a cancelled order, it will be refunded.

5. Customer Information & Cooperation

You are responsible for ensuring that all information provided to us is accurate and complete, including:

  • Email address
  • Delivery address
  • Phone number
  • Any licences, registrations, or legal permissions required to purchase or import goods

Failures arising from incorrect information or lack of engagement with courier, customs, or regulatory processes are the customer’s responsibility.

6. Lead Times & Dispatch

Many of our products — particularly perfumery ingredients — are prepared to order.

Lead times vary depending on:

  • Product type
  • Order size and complexity
  • Operational capacity
  • External supply factors

Current lead-time information is clearly signposted across our website and published at:

https://pellwallhelp.com/lead-time/

By placing an order, you confirm that you have reviewed and accepted the applicable lead time.

Failure to read published lead-time information does not constitute grounds for cancellation or refund outside statutory rights.

Dispatch estimates are indicative only and not guarantees.

7. Cancellation Rights (Consumers)

If you are a UK consumer, you generally have the right to cancel your order within 14 days of receiving your goods.

This right does not apply to:

  • Goods prepared to order once preparation has begun
  • Digital content once supply has begun with your consent
  • Other statutory exemptions

Nothing in this document affects your statutory rights.

8. Prepared-to-Order Products (Ingredients)

All perfumery ingredients are prepared to order.

Preparation begins when we start measuring, decanting, packaging, or otherwise preparing the materials specifically for your order.

This means:

  • Dispatch may take longer than for other products
  • Orders cannot be cancelled or returned once preparation has begun, unless the goods are faulty, damaged, or incorrect

Accessories are not prepared to order and may be returned where permitted.

9. Finished Fragrances

Where a fragrance has not been sampled prior to purchase, we allow a discretionary return (excluding delivery charges) after minimal use, provided:

  • Only a small number of sprays have been used
  • The product and packaging are returned in new condition

This is a goodwill policy and does not affect statutory rights.

10. Digital Products

Digital products (such as perfume formulas) are supplied manually following purchase verification.

  • Fulfilment may take up to 24 hours and occur only within normal business hours
  • Orders placed outside business hours may take longer
  • Requests for immediate fulfilment may not be responded to

Once supply has begun, digital products are non-refundable.

11. Product Documentation & Customer Responsibility

Product documentation (including SDS, IFRA, and allergen statements) is provided only where listed on the product page.

If documentation is not listed, it is not available by other means.

You are responsible for:

  • Reading all product information before purchase
  • Conducting your own research into suitability and use
  • Ensuring compliance with all applicable laws and safety requirements

We are not responsible for loss or damage arising from incorrect use, misunderstanding, or failure to follow provided information.
This does not limit liability for defective goods or statutory protections.

12. Delivery, Exclusions & Goods Not Received

Delivery & Risk

Goods remain at our risk until delivered to you or to a person or location you have authorised.

Tracked delivery services with photographic proof are commonly used. Couriers may use safe-place delivery methods.

Where you instruct or agree to goods being left in a nominated safe place or communal area, responsibility for loss passes to you from that point.

Delivery Exclusions

Delivery restrictions may apply and are updated from time to time.

Current delivery exclusions are published at:

https://pellwallhelp.com/delivery/

It is your responsibility to review this information before ordering.

Responsibility for Import Eligibility

It is the customer’s responsibility to determine whether the products ordered can be lawfully shipped, imported, possessed, or used in their country or jurisdiction.

We do not verify, assess, or guarantee that any product is permitted for import into your destination country.

Where delivery fails, is delayed, refused, returned, or destroyed due to import restrictions, licensing requirements, unpaid duties or taxes, or regulatory non-compliance, we reserve the right to:

  • Refuse a refund or issue only a partial refund
  • Deduct reasonable delivery, return carriage, customs, and administration costs actually incurred
  • Require payment of re-delivery or return charges where applicable

Orders placed in breach of local import requirements are made at the customer’s own risk.

Delivery Access & Safe Receipt

It is the customer’s responsibility to ensure that adequate access, space, and provision are available for courier delivery at the specified address.

Where delivery cannot be completed due to insufficient access, lack of safe drop provision, or site restrictions, the delivery may be treated as a failed delivery and re-delivery charges may apply.

Goods Not Received

If tracking shows delivery confirmed or expected and you have not received your order, you must notify us as soon as reasonably possible.

Claims for non-receipt should be raised within 30 days of the confirmed or expected delivery date, where reasonably possible.

13. Out-of-Stock Items

If items are out of stock at fulfilment:

  • Where out-of-stock items represent less than 50% of the order value, they will be refunded and the remainder dispatched
  • Where they represent 50% or more, the order will be held while we contact you to agree next steps

14. Failed Deliveries & Re-delivery

Failed deliveries caused by incorrect information, lack of courier engagement, refusal of delivery, or access issues may incur re-delivery charges.

Repeated failures may result in account restriction.

15. Refunds Requested Due to Lead Time

Where a refund is requested solely because a customer no longer wishes to wait for the advertised lead time, and the request falls outside statutory cancellation rights, we reserve the right to:

  • Refuse the refund, or
  • Deduct reasonable and evidenced costs actually incurred, including:
    • Non-recoverable payment processing fees
    • A reasonable administration fee reflecting staff time and resources committed

This section does not apply where:

  • You exercise a statutory right to cancel, or
  • Goods are faulty, damaged, or not as described.

16. Returns & Refunds (General)

Returns require prior contact and approval.

Where permitted:

  • Return postage is the customer’s responsibility
  • Reasonable deductions may be made for handling beyond inspection or customer fault

Import duties, taxes, and customs charges are non-refundable.

17. Damaged or Incorrect Goods

Issues should be reported within 48 hours of delivery where reasonably possible.

We may request photographs or supporting information.

Depending on circumstances, we may offer replacement, refund, partial refund, or credit.
Statutory rights are unaffected.

18. Loyalty Points & Rewards Schemes

We may operate loyalty points or reward schemes from time to time.

Unless otherwise stated:

  • Points have no cash value
  • Points are not property
  • Points do not constitute a contractual entitlement
  • Points are non-transferable and may expire
  • Points balances are indicative and may be corrected where issued in error or misuse is identified

We reserve the right to amend, suspend, or terminate any loyalty scheme at any time, including forfeiting unused points upon account suspension, termination, or scheme withdrawal.

No compensation is payable for unused points.

19. Gift Cards

Gift cards:

  • Are issued in GBP
  • Are valid for 24 months
  • Are non-transferable and non-refundable
  • Have no cash value

Additional terms apply at the point of purchase.

20. Discounts & Promotional Codes

Discounts and voucher codes:

  • Apply to product pricing only
  • Exclude delivery, taxes, duties, and fees
  • Have no cash value
  • Are non-transferable and time-limited

Only one voucher may be used per transaction unless stated otherwise.

21. VAT & Invoicing

UK VAT is charged where applicable.

Order confirmation emails constitute valid VAT invoices. We cannot amend invoices after issue.

22. Customer Service & Accessibility

Customer support is email-first, which is usually the quickest way to receive help.

Responses may be delayed where:

  • An order number is not provided
  • A different email address is used
  • Additional investigation is required

We aim to make our services accessible where reasonably possible.
Due to business size and resources, we cannot offer alternative ordering or fulfilment methods beyond those published.

We do not provide free consultancy or technical advice via customer service channels.

Business Hours, Time Zone & Language

All business hours, response times, deadlines, and lead-time references are stated in UK time (GMT or BST, as applicable).

Our business language is English. While we welcome international customers, we are not able to provide customer support or conduct business in other languages.

Customer support operates during UK business hours only. Laboratory and fulfilment hours may vary and are published at:

https://pellwallhelp.com/

We do not operate according to overseas time zones, public holidays, or local business hours.

23. Images, Content & Intellectual Property

Product images are for illustrative purposes only. Actual products may vary slightly in appearance.

All website content, documents, and digital products are protected by copyright and intellectual property law.

You may not copy, reproduce, distribute, or commercially exploit any content without prior written consent.

24. Conduct & Account Restrictions

We operate a zero-tolerance policy towards abuse, harassment, threats, or fraudulent behaviour.

We reserve the right to suspend or terminate accounts, refuse future orders, or cease correspondence.

Attempts to circumvent restrictions may result in loss of support or remedies.

25. Force Majeure

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including but not limited to:

  • Natural disasters
  • Fire, flood, or severe weather
  • Pandemic or public health emergencies
  • Supply chain disruption
  • Courier or transport failure
  • Government or regulatory action

Our obligations will be suspended for the duration of such events.

26. Privacy, Data Protection, Retention & Access

Personal Data We Collect

We may collect and process personal data including:

  • Name
  • Email address
  • Billing and delivery addresses
  • Contact numbers
  • Order and account history
  • Communications with us

Lawful Bases for Processing

We process personal data on the basis of:

  • Performance of a contract
  • Compliance with legal obligations
  • Legitimate business interests (where these do not override your rights)

How We Use Personal Data

We use personal data to:

  • Process and fulfil orders
  • Provide customer support
  • Communicate about orders or accounts
  • Meet legal and regulatory obligations
  • Prevent fraud and misuse

Third Parties We Share Data With

We may share personal data with trusted third parties where necessary, including:

  • Payment processors
  • Delivery and logistics providers
  • Website hosting and IT service providers
  • Customer support and helpdesk systems
  • Accounting and compliance services

We do not sell personal data.

Some service providers may be located outside the UK. Where this occurs, we use appropriate safeguards to protect personal data.

Cookies

Our website uses cookies and similar technologies to ensure core functionality, maintain security, and understand how the site is used.

A cookie consent banner is displayed on first visit.
Once a preference is selected, the banner may not automatically be shown again.

Blocking or deleting cookies via your browser may affect website functionality.

Data Retention

We retain personal data only for as long as necessary to:

  • Fulfil orders and provide support
  • Comply with legal, tax, and accounting obligations
  • Resolve disputes and enforce our terms

Retention periods vary depending on the nature of the data and applicable legal requirements.

Your Rights & Access Requests

You have rights under UK data protection law, including the right to request access to personal data we hold about you.

Requests must be made in writing and may require verification of identity.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

27. Governing Law

This document is governed by and construed in accordance with the laws of England and Wales.