These general terms and conditions apply to all purchases made on pantinoshop.nl between the entrepreneur and the consumer. By completing a purchase, you accept the terms below.
The terms apply to all customers within our active markets: the Netherlands, Belgium, Czech Republic, Denmark, Italy, Poland, Romania, and Spain.
ARTICLE 1 – DEFINITIONS
Reflection period: the period during which the consumer can exercise their right of withdrawal.
Consumer: the natural person who does not act in the exercise of their profession or business and enters into a distance agreement with the entrepreneur.
Day: calendar day.
Continuous agreement: a distance agreement concerning a series of products and/or services, the delivery and/or purchase obligation of which is spread over time.
Durable data carrier: any tool that enables the consumer or entrepreneur to store information addressed personally to them in a way that allows future consultation and unchanged reproduction of the stored information.
Right of withdrawal: the consumer’s option to cancel the distance agreement within the reflection period.
The entrepreneur: the natural or legal person who offers products and/or services remotely to consumers.
Distance agreement: an agreement whereby, within the framework of a system organized by the entrepreneur for the remote sale of products and/or services, one or more distance communication techniques are used exclusively up to and including the conclusion of the agreement.
Distance communication technique: means that can be used to conclude an agreement without the consumer and entrepreneur being physically present in the same space at the same time.
General Terms and Conditions: these general terms and conditions of the entrepreneur.
ARTICLE 2 – IDENTITY OF THE ENTREPRENEUR
Name: Pantino
Company: Pantinoshop
Address: Paxtonstraat 3N, 8013 RP Zwolle, Netherlands
Chamber of Commerce (KvK) number: 85263494
VAT number: NL004072511B88
Email: info@pantinoshop.nl
Contact Form: Write to us here
Phone: +31 85 083 0017
Opening Hours: Monday to Friday, 09:00 – 18:00 | Saturday 10:00 – 18:00 | Sunday closed (CET)
Please note: The address is used solely as a registered office and does not serve as a visit or return address. Returns must be registered in advance, after which the correct return address will be provided by email.
We strive to answer all questions within one business day.
ARTICLE 3 – APPLICABILITY
These general terms and conditions apply to every offer from the entrepreneur and to every distance agreement and order concluded between the entrepreneur and the consumer.
Before the distance contract is concluded, the text of these general terms and conditions is made available to the consumer. If this is not reasonably possible, it will be indicated before the distance contract is concluded that the general terms and conditions can be inspected at the entrepreneur's premises and will be sent free of charge to the consumer as soon as possible upon request.
If the distance contract is concluded electronically, contrary to the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions may be made available to the consumer electronically in such a way that the consumer can easily store it on a durable data carrier. If this is not reasonably possible, before the distance contract is concluded, it will be indicated where the general terms and conditions can be accessed electronically and that they will be sent free of charge to the consumer electronically or otherwise upon request.
In the event that, in addition to these general terms and conditions, specific product or service conditions also apply, the second and third paragraphs shall apply accordingly, and in case of conflicting general terms and conditions, the consumer may always invoke the applicable provision that is most favorable to them.
If one or more provisions in these general terms and conditions are at any time wholly or partially null and void or annulled, the agreement and these terms and conditions shall remain in effect for the rest, and the relevant provision shall be promptly replaced by mutual agreement with a provision that approximates the intent of the original as closely as possible.
Situations not covered by these general terms and conditions shall be assessed 'in the spirit' of these general terms and conditions.
Ambiguities regarding the interpretation or content of one or more provisions of our terms and conditions shall be interpreted 'in the spirit' of these general terms and conditions.
ARTICLE 4 – THE OFFER
If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer.
The offer is non-binding. The entrepreneur is entitled to change and adjust the offer.
The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow the consumer to make a proper assessment of the offer. If the entrepreneur uses images, these are a truthful representation of the products and/or services offered. Obvious mistakes or errors in the offer do not bind the entrepreneur.
All images, specifications, and data in the offer are indicative and cannot give rise to compensation or dissolution of the agreement.
Images of products are a truthful representation of the offered products. The entrepreneur cannot guarantee that the displayed colors exactly match the real colors of the products.
Each offer contains such information that it is clear to the consumer what rights and obligations are connected to the acceptance of the offer. This concerns in particular:
- the price, excluding any customs clearance costs and import VAT. These additional costs are the responsibility and risk of the customer. The postal and/or courier service may use the special scheme for postal and courier services regarding import. This scheme applies when goods are imported into the EU country of destination. The postal or courier service collects the VAT (possibly together with the customs clearance costs) from the recipient of the goods;
- any shipping costs;
- the way in which the agreement will be concluded and which actions are necessary for this;
- whether or not the right of withdrawal applies;
- the method of payment, delivery, and execution of the agreement;
- the period for acceptance of the offer, or the period during which the entrepreneur guarantees the price;
- the amount of the rate for distance communication if the costs of using the distance communication technique are calculated on a basis other than the regular basic rate for the communication medium used;
- whether the agreement will be archived after conclusion, and if so, how it can be consulted by the consumer;
- the way in which the consumer can check and, if desired, correct the data provided by him in the context of the agreement before concluding the agreement;
- any other languages in which, besides Dutch, the agreement can be concluded;
- the codes of conduct to which the entrepreneur has subscribed and the way in which the consumer can consult these codes of conduct electronically; and
- the minimum duration of the distance contract in the case of a continuous contract.
Optional: available sizes, colors, types of materials.
ARTICLE 5 – THE AGREEMENT
The agreement is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and meets the conditions set.
If the consumer has accepted the offer electronically, the entrepreneur shall immediately confirm receipt of the acceptance electronically. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer may dissolve the agreement.
If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a safe web environment. If the consumer can pay electronically, the entrepreneur will take appropriate security measures.
The entrepreneur may – within legal frameworks – verify whether the consumer can meet their payment obligations, as well as all facts and factors relevant to responsibly entering into the distance agreement. If the entrepreneur has good reasons based on this investigation not to enter into the agreement, they are entitled to refuse an order or request with motivation or to attach special conditions to the execution.
The entrepreneur will provide the consumer with the following information regarding the product or service, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable data carrier:
- the visiting address of the entrepreneur’s establishment where the consumer can address complaints;
- the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear notice regarding the exclusion of the right of withdrawal;
- the information about guarantees and existing after-sales service;
- the information included in article 4 paragraph 3 of these terms, unless the entrepreneur has already provided this information to the consumer before the execution of the agreement;
- the requirements for terminating the agreement if the agreement has a duration of more than one year or is indefinite.
In the case of a continuous contract, the provision in the previous paragraph only applies to the first delivery.
Every agreement is concluded under the suspensive condition of sufficient availability of the relevant products.
ARTICLE 6 – RIGHT OF WITHDRAWAL
When purchasing products, the consumer has the option to cancel the agreement without giving reasons within a maximum of 14 days. At Pantino, we extend this period to 14 days, so you can calmly evaluate your purchase. The reflection period starts the day after the product is received by the consumer or a representative designated in advance by the consumer and known to the entrepreneur.
During the reflection period, the consumer will handle the product and packaging with care. They will only unpack or use the product to the extent necessary to assess whether they wish to keep it. If they exercise their right of withdrawal, they will return the product with all delivered accessories and – if reasonably possible – in the original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.
Our return procedure is simple and consists of the following steps:
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Register your return:
1.1 You have the right to cancel your order within 14 days of receipt without giving any reason.
1.2 For proper handling of your return shipment, please contact our customer service via our contact form or write to info@pantinoshop.nl. Please mention your order number and the products you wish to return.
1.3 To properly register returns, we ask you to notify us of your return shipment in advance. Returns without prior notification may be delayed and possibly not processed correctly.
1.4 Note: return shipments are at the consumer’s own expense. Our return address is our international warehouse (Asia) and is stated on the return form.
- You can also use the statutory model withdrawal form: Download return form (PDF)
- Pack the product: Make sure the product is well packed to prevent damage during transport. Use the original packaging if possible.
- Send the product: The costs for the return shipment are the responsibility of the consumer. Return costs usually range between €20 and €40, depending on the package size and chosen carrier. Please consult the carrier’s website for current rates.
- Refund: After receipt and inspection of the returned product, we will process your refund within 14 days. The amount will be refunded to the original payment method.
- Important: Return shipping costs are at your own expense. Our return address is outside the EU (Asia), in our international warehouse. The exact address is stated on the return form you can download above.
If the consumer wishes to exercise their right of withdrawal, they are required to notify the entrepreneur within 14 days of receiving the product. This notification must be made in writing or by email. After the consumer has indicated their intention to exercise their right of withdrawal, the customer must return the product within 14 days to the place of origin (our return address is outside the EU, in our international warehouse in Asia). The consumer must prove that the goods were returned on time, for example by providing proof of shipment.
If the customer has not indicated after the periods mentioned in paragraphs 2 and 3 that they wish to exercise their right of withdrawal or has not returned the product to the entrepreneur, the purchase is final.
See also our full return and refund policy for more information.
ARTICLE 7 – COSTS IN CASE OF WITHDRAWAL
If the consumer exercises their right of withdrawal, the return shipping costs are at their expense. Return costs usually range between €20 and €40, depending on the package size and chosen carrier. Please consult the carrier's website for current rates. You can download our return form (on request) or read the full procedure in our refund policy.
If the consumer exercises their right of withdrawal, the costs of returning the products are borne by the consumer.
If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 14 days after withdrawal. This is conditional on the product having already been received back by the webshop or conclusive proof of complete return being provided.
ARTICLE 8 – EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The entrepreneur can exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if the entrepreneur has clearly stated this in the offer, at least in time before the conclusion of the contract.
Exclusion of the right of withdrawal is only possible for products:
- that have been created by the entrepreneur according to the consumer's specifications;
- that are clearly personal in nature;
- that cannot be returned due to their nature;
- that can spoil or age quickly;
- whose price is subject to fluctuations in the financial market beyond the control of the entrepreneur;
- for loose newspapers and magazines;
- for audio and video recordings and computer software where the consumer has broken the seal;
- for hygienic products where the consumer has broken the seal;
Exclusion of the right of withdrawal is only possible for services:
- concerning accommodation, transport, restaurant services, or leisure activities to be provided on a specific date or during a specific period;
- where delivery has begun with the express consent of the consumer before the withdrawal period has expired;
- concerning bets and lotteries.
ARTICLE 9 – THE PRICE
During the validity period stated in the offer, the prices of the offered products and/or services will not be increased, except for price changes due to changes in VAT rates.
Contrary to the previous paragraph, the entrepreneur may offer products or services with prices tied to fluctuations in the financial market, over which the entrepreneur has no influence, at variable prices. This linkage to fluctuations and the fact that any stated prices are indicative prices are mentioned in the offer.
Price increases within 3 months after the conclusion of the agreement are only permitted if they result from legal regulations or provisions.
Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:
- these are the result of legal regulations or provisions; or
- the consumer has the right to terminate the agreement as of the day the price increase takes effect.
- All prices on our website are exclusive of VAT, customs, and import duties.
- Since our products are shipped directly from the supplier outside the EU (China), VAT, customs clearance fees, and import duties are always the customer's responsibility upon delivery.
- The customer is responsible for paying these costs to the customs authority or the carrier.
- Please check with the customs authority in your country about any additional costs before placing an order.
The place of delivery is deemed to be the country where the shipment begins. In this case, delivery takes place outside the EU. Consequently, the postal or courier service will collect import VAT or customs clearance fees from the recipient. Therefore, no VAT is charged by the entrepreneur.
All prices are subject to printing and typesetting errors. No liability is accepted for the consequences of printing and typesetting errors. In case of printing and typesetting errors, the entrepreneur is not obliged to deliver the product at the incorrect price.
ARTICLE 10 – CONFORMITY AND WARRANTY
The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of durability and/or usability, and the legal provisions and/or government regulations existing on the date the agreement is concluded. If agreed, the entrepreneur also guarantees that the product is suitable for uses other than normal use.
A warranty provided by the entrepreneur, manufacturer, or importer does not affect the legal rights and claims that the consumer may assert against the entrepreneur based on the agreement.
Any defects or incorrectly delivered products must be reported in writing to the entrepreneur within 14 days after delivery. Returns must be made in the original packaging and in new condition.
As a consumer, you also have a 24-month statutory warranty according to consumer sales legislation. The entrepreneur’s warranty period corresponds to the factory warranty period. However, the entrepreneur is never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.
The warranty does not apply if:
- the consumer has repaired and/or modified the delivered products themselves or had them repaired and/or modified by third parties;
- the delivered products have been exposed to abnormal circumstances or otherwise handled carelessly or contrary to the entrepreneur’s instructions and/or the instructions on the packaging;
- the defectiveness is wholly or partly the result of regulations imposed or to be imposed by the government regarding the nature or quality of the materials used.
ARTICLE 11 – DELIVERY AND EXECUTION
The entrepreneur will exercise the greatest possible care when receiving and executing orders.
The place of delivery is the address the consumer has provided to the company.
Subject to the provisions of Article 4, the company will execute accepted orders with due speed but no later than 14 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be fulfilled or only partially fulfilled, the consumer will be notified no later than 30 days after placing the order. In that case, the consumer has the right to terminate the agreement without costs and is entitled to any compensation.
If delivery is delayed due to force majeure (e.g., customs delays, pandemics, strikes), the entrepreneur will inform the consumer as soon as possible and offer an alternative solution in consultation.
In case of termination in accordance with the previous paragraph, the entrepreneur will refund the amount paid by the consumer as soon as possible, but no later than 14 days after termination.
If delivery of an ordered product proves to be impossible, the entrepreneur will make efforts to provide a replacement item. At the latest upon delivery, it will be clearly and understandably communicated that a replacement item is being delivered. The right of withdrawal cannot be excluded for replacement items. The costs of any return shipment are the responsibility of the entrepreneur.
The risk of damage and/or loss of products lies with the entrepreneur until delivery to the consumer or a previously designated and entrepreneur-notified representative, unless expressly agreed otherwise.
International shipping center
Pantino orders are always shipped directly from our international warehouse in Asia. Thanks to this efficient logistics, we can offer our products at competitive prices and save on storage and shipping costs. Please note that VAT and any import duties are always paid by the customer and collected upon delivery, in accordance with the laws of the destination country. These costs are not included in the purchase price and are the customer's responsibility.
Important shipping information:
- Processing time: 3–5 business days (order confirmation, quality control, and packaging).
- Shipping time: 5–10 business days (depending on destination).
- Total estimated delivery time: 8–15 business days.
- Free shipping on all orders to the Netherlands, Belgium, Czech Republic, Denmark, Italy, Poland, Romania, and Spain.
The full delivery policy can be found on our delivery policy page.
Total delivery time = processing time + shipping time.
All estimated/normal delivery times are based on data from previous orders. These are estimated times and should be used as a guideline only.
Delivery time consists of two main parts:
1) Processing time (3–5 business days):
- Order confirmation
- Adjustments
- Quality control
- Packaging
2) Shipping time (depending on destination, 5–10 business days):
Delivery time is calculated from the moment the package is picked up at our international transport center to the desired destination and may vary depending on the delivery location.
Total estimated delivery time:
- Netherlands, Belgium, Czech Republic, Denmark, Italy, Poland, Romania, and Spain: 8–15 business days* (free standard shipping)
See our full delivery policy for more details.
Processing:
Processing time starts on the day you place your order. Your order is usually processed within 3–5 business days. Once we have processed your order, we can ship it.
Please note:
Delays may occur due to holidays; manufacturers and carriers reduce their operations. This is beyond our control. Normal operations resume immediately after the holidays.
Incorrect address details, customs clearance procedures, and other circumstances may cause delivery delays.
Track your order
When your items are shipped, you will receive an email from us with a tracking number.
If you have not received this or if the tracking number does not work, don’t worry. Contact us and we will find a solution!
Shipping companies
We work with reliable local shipping partners depending on the destination.
Cancellations
If you change your mind before receiving your order, you can cancel your order at any time before it has been shipped. Please consult our return and refund policy if the order has already been shipped.
Unforeseen delays
Delivery may take longer than the standard times stated here. Contact us if your package is TOO LONG in transit (beyond the timeframe we specify), and we will gladly help resolve any situation beyond our control!
Change of your address
We can no longer change the delivery address once the shipment is en route. If you want to change the delivery location of your order, please contact us within 24 hours after placing the order via info@pantinoshop.nlPlease note that we process and ship orders within one business day after the order is placed.
Package damaged during transport:
If you receive a damaged package, refuse it and contact our customer service. If the package was delivered without your presence, please contact customer service to discuss further steps.
Correct delivery address: The consumer is required to provide a correct, complete, and current delivery address when placing an order. If a package cannot be delivered due to incomplete, incorrect, or outdated address details and is returned to the sender or must be redirected, all additional costs (rerouting, return shipping, new shipment) will be charged to the consumer. The entrepreneur cannot be held liable for delays or lost packages resulting from incorrect address information.
ARTICLE 12 – FIXED-TERM AGREEMENTS: DURATION, TERMINATION, AND RENEWAL
Termination
The consumer may terminate an open-ended agreement that involves the regular delivery of products (including electricity) or services at any time, subject to the agreed termination rules and a notice period of no more than one month.
The consumer may terminate a fixed-term agreement that involves the regular delivery of products (including electricity) or services at any time at the end of the fixed term, subject to the agreed termination rules and a notice period of no more than one month.
The consumer can terminate the agreements mentioned in the previous paragraphs:
- terminate at any time and not be limited to termination at a specific time or during a specific period;
- at least terminate in the same manner as they were entered into by the entrepreneur;
- always terminate with the same notice period as the entrepreneur has stipulated for themselves.
Extension
An agreement entered into for a fixed term for the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a fixed period.
Notwithstanding the previous paragraph, an agreement entered into for a fixed term for the regular delivery of daily, news, and weekly newspapers and magazines may be tacitly extended for a fixed period of up to three months if the consumer can terminate this extended agreement at the end of the extension with a notice period of no more than one month.
An agreement entered into for a fixed term for the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer can terminate at any time with a notice period of no more than one month, and with a notice period of no more than three months if the agreement concerns the regular, but less than once a month, delivery of daily, news, and weekly newspapers and magazines.
An agreement with a limited duration for the regular delivery of daily, news, and weekly newspapers and magazines (trial or introductory subscription) is not tacitly renewed and automatically ends after the trial or introductory period.
Duration
If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.
ARTICLE 13 – PAYMENT
A complete overview of accepted payment methods can be found in our payment policy. Payments are processed in the local currencies of the active markets (DKK, EUR, SEK, PLN, USD), depending on the customer's location, and are protected with SSL encryption.
Unless otherwise agreed, the amounts owed by the consumer must be paid within 7 working days after the start of the reflection period as referred to in Article 6 paragraph 1. In the case of an agreement for the provision of a service, this period starts after the consumer has received confirmation of the agreement.
The consumer is obliged to immediately report any inaccuracies in the provided or stated payment details to the entrepreneur.
In case of non-payment by the consumer, the entrepreneur has the right, subject to legal restrictions, to charge the reasonable costs previously communicated to the consumer.
ARTICLE 14 – COMPLAINTS PROCEDURE
Complaints about the execution of the agreement must be submitted to the entrepreneur within 7 days, fully and clearly described, after the consumer has discovered the defects.
Complaints submitted to the entrepreneur will be answered within 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, the entrepreneur will respond within the 14-day period with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed response.
If the complaint cannot be resolved through mutual consultation, a dispute arises that is subject to the dispute resolution procedure.
A complaint does not suspend the obligations of the entrepreneur, unless the entrepreneur indicates otherwise in writing.
If a complaint is found to be justified by the entrepreneur, the entrepreneur will, at their discretion, replace or repair the delivered products free of charge.
Consumers in the EU can also submit disputes via the European Commission’s online dispute resolution platform: ec.europa.eu/consumers/odr
Consumers residing in the EU also have the right to file a complaint via the European Commission’s online dispute resolution (ODR) platform: https://ec.europa.eu/consumers/odrOur email address for this purpose is stated in the identity of the entrepreneur (article 2).
ARTICLE 15 – DISPUTES AND APPLICABLE LAW
Only Dutch law applies to agreements between the entrepreneur and the consumer to which these general terms and conditions relate. This also applies if the consumer resides abroad. However, consumers always retain the protection provided by the mandatory consumer legislation of their country of residence.
ARTICLE 16 – CESOP
As a result of the rules introduced and tightened in 2024 regarding the EU directive on the reporting obligation for payment service providers – and the related implementation of the Central Electronic System of Payment Information (CESOP) – payment service providers may register data in the European CESOP system.
ARTICLE 17 – PERSONAL DATA
The processing of your personal data is carried out in accordance with the EU General Data Protection Regulation (GDPR). Read more in our privacy policy.
ARTICLE 18 – FORCE MAJEURE
The entrepreneur cannot be held liable for delays or failure to fulfill obligations due to circumstances beyond our reasonable control, including but not limited to: war, terrorist acts, pandemics, epidemics, natural disasters, extreme weather conditions, strikes, lockouts, fire, embargoes, export or import restrictions, customs and government interventions, transport disruptions, carrier delays, IT failures at third parties, or other unforeseen events. In case of force majeure, the delivery and fulfillment period will be extended accordingly, and the parties may dissolve the agreement wholly or partially without liability if the force majeure situation lasts longer than 30 days.
ARTICLE 19 – PROMOTIONS AND DISCOUNT CODES
The following applies to promotions, discount codes, and coupons:
- Discount codes cannot be combined with other offers, ongoing promotions, or other discount codes, unless explicitly stated otherwise.
- Discount codes cannot be exchanged for cash, store credit, or gift cards.
- Each discount code is limited to one use per customer and per order.
- Discount codes have a validity period stated in the promotional terms; expired codes cannot be used.
- The entrepreneur reserves the right to cancel or change discount codes, promotions, and offers without prior notice, as well as to refuse apparent abuse.
- If an order placed with a discount code is returned in whole or in part, only the amount actually paid will be refunded.
ARTICLE 20 – CHANGES TO THE GENERAL TERMS AND CONDITIONS
The entrepreneur reserves the right to periodically amend these general terms and conditions. The version applicable at all times is published on this page with the date of the latest update. It is the consumer's responsibility to review the applicable terms before each purchase. For existing orders, the terms that were in effect at the time of the order apply. Significant changes may be communicated by email to registered customers.
IDENTITY OF THE ENTREPRENEUR / CONTACT DETAILS
Company: Pantinoshop
Name: Pantino
Email: info@pantinoshop.nl
Phone: +31 85 083 0017
Address: Paxtonstraat 3N, 8013 RP Zwolle, Netherlands (not a visit or return address)
Opening Hours: Monday to Friday, 09:00 – 18:00 | Saturday 10:00 – 18:00 | Sunday closed (CET)
Contact Form: Click here
Return and Refund Policy: Click here
Delivery Policy: Click here
Privacy Policy: Click here
Contact and Customer Service: Click here
Payment Policy: Click here
Trademark and Copyright Infringement: Click here
Frequently Asked Questions (FAQ): Click here
Terms and Conditions (PDF): Download here
