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These general terms and conditions apply to all purchases made on pantinoshop.com between the trader and the consumer. By completing a purchase, you accept the terms and conditions below.
The terms and conditions apply to all customers in our active markets: the Netherlands, Belgium, the Czech Republic, Denmark, Italy, Poland, Romania, Spain, France, Germany, Finland, Sweden, and Ireland.
Withdrawal period: the period during which the consumer may exercise their right of withdrawal.
Consumer: the natural person who is not acting in the exercise of a profession or business and enters into a distance contract with the trader.
Day: calendar day.
Continuous performance agreement: a distance contract relating to a series of products and/or services, for which the obligation to supply and/or purchase is spread over time.
Durable medium: any tool that enables the consumer or trader 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 withdraw from the distance contract within the withdrawal period.
The trader: the natural or legal person who offers products and/or services to consumers at a distance.
Distance contract: a contract concluded within the framework of an organised distance sales system for products and/or services operated by the trader, using exclusively one or more techniques for distance communication up to and including the conclusion of the contract.
Technique for distance communication: a means that can be used to conclude a contract without the consumer and the trader being together in the same room at the same time.
General Terms and Conditions: these general terms and conditions of the trader.
Name: Pantinoshop
Company: LRS ECOM B.V.
Address: Paxtonstraat 3N, 8013 RP Zwolle, Netherlands
Chamber of Commerce (KvK) number: 96816031
VAT number: NL867774125B01
Email: info@pantinoshop.nl
Contact form: Write to us here
Phone: +31 6 20081625
Opening hours: Monday to Friday, 09:00 – 18:00 (CET)
Please note: The address is used exclusively as the registered business address and is not a visiting or return address. Returns must be registered in advance, after which the correct return address will be provided by email.
We aim to answer all questions within one business day.
These general terms and conditions apply to every offer made by the trader and to every distance contract concluded and order placed between the trader and the consumer.
Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, before the distance contract is concluded, the consumer will be informed that the general terms and conditions can be inspected at the trader's premises and that they will be sent free of charge as soon as possible at the consumer's request.
If the distance contract is concluded electronically, notwithstanding the preceding 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 save it on a durable medium. If this is not reasonably possible, before the distance contract is concluded, the consumer will be informed where the general terms and conditions can be reviewed electronically and that, at the consumer's request, they will be sent free of charge electronically or by other means.
If, in addition to these general terms and conditions, specific product or service terms and conditions also apply, the second and third paragraphs apply accordingly, and in the event 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 of these general terms and conditions are wholly or partially null and void or are annulled at any time, the agreement and these terms and conditions will otherwise remain in force, and the provision in question will be replaced without delay by mutual agreement with a provision that most closely approximates the substance of the original provision.
Situations not provided for in these general terms and conditions must be assessed in accordance with the spirit of these general terms and conditions.
Any ambiguities regarding the interpretation or content of one or more provisions of our terms and conditions must be interpreted in accordance with the spirit of these general terms and conditions.
If an offer has a limited period of validity or is subject to conditions, this will be expressly stated in the offer.
The offer is non-binding. The trader is entitled to change and amend the offer.
The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to enable the consumer to properly assess the offer. If the trader uses images, these must be a true representation of the products and/or services offered. Obvious mistakes or errors in the offer are not binding on the trader.
All images, specifications, and information in the offer are indicative and cannot give rise to compensation or dissolution of the agreement.
Product images are a true representation of the products offered. The trader cannot guarantee that the displayed colors correspond exactly to the actual colors of the products.
Each offer contains information such that it is clear to the consumer what rights and obligations are associated with accepting the offer. This concerns in particular:
Optional: available sizes, colors, and material types.
Subject to the provisions of paragraph 4, the agreement is concluded at the moment the consumer accepts the offer and fulfills the conditions stipulated therein.
If the consumer has accepted the offer electronically, the trader shall promptly confirm receipt of the acceptance of the offer electronically. Until receipt of this acceptance has been confirmed by the trader, the consumer may dissolve the agreement.
If the agreement is concluded electronically, the trader shall take appropriate technical and organisational measures to secure the electronic transfer of data and provide a secure web environment. If the consumer can pay electronically, the trader shall observe appropriate security measures for this purpose.
The trader may, within the limits of the law, ascertain whether the consumer can meet their payment obligations, as well as all facts and factors relevant to responsibly entering into the distance agreement. If, based on this investigation, the trader has good grounds not to enter into the agreement, they are entitled to refuse an order or request with reasons, or to attach special conditions to its performance.
The trader shall provide the consumer with the following information together with the product or service, in writing or in such a way that the consumer can store it in an accessible manner on a durable medium:
In the case of a continuous performance agreement, the provision in the previous paragraph applies only to the first delivery.
Every agreement is entered into subject to the suspensive condition of sufficient availability of the products concerned.
When purchasing products, the consumer has the option to terminate the agreement without giving reasons for a period of up to 14 days. At Pantinoshop, we extend this period to 14 days, allowing you to assess your purchase at your leisure. The cooling-off period begins on the day after the consumer, or a representative designated in advance by the consumer and made known to the trader, receives the product.
During the cooling-off period, the consumer shall handle the product and packaging with care. They shall 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 shall return the product to the trader with all accessories supplied and, where reasonably possible, in its original condition and packaging, in accordance with the reasonable and clear instructions provided by the trader.
Our return procedure is simple and consists of the following steps:
1.1 You have the right to cancel your order without giving a reason up to 14 days after receiving it.
1.2 To ensure your return is handled correctly, please contact our customer service via our contact form or email info@pantinoshop.nl. State your order number and the products you wish to return.
1.3 To ensure that returns are registered correctly, we ask you to register your return in advance. Returns without prior registration may be delayed and may not be processed correctly.
1.4 Please note: return shipping costs are the consumer's responsibility. Our return address is our international warehouse (Asia) and is stated on the return form.
If the consumer wishes to exercise their right of withdrawal, they must notify the trader within 14 days of receiving the product. Notification must be made in writing or by email. After notifying the trader that they wish to exercise their right of withdrawal, the customer must return the product within 14 days to its place of origin (our return address is outside the EU, at our international warehouse in Asia). The consumer must be able to prove that the goods were returned on time, for example by providing proof of shipment.
If, after the expiry of the periods referred to in paragraphs 2 and 3, the customer has not notified the trader that they wish to exercise their right of withdrawal, or has not returned the product to the trader, the purchase is final.
See also our complete return and refund policy for more information.
If the consumer exercises their right of withdrawal, the return shipping costs will be borne by the consumer. Return costs are generally from €20 up to €40, depending on the package size and the carrier selected. Consult the carrier's website for current rates. You can download our return form (upon request) or read the full procedure in our refund policy.
If the consumer exercises their right of withdrawal, the cost of returning the products will be borne by the consumer.
If the consumer has paid an amount, the trader will refund this amount as soon as possible, but no later than 14 days after withdrawal. However, this is subject to the condition that the product has already been received back by the online retailer or that conclusive proof of complete return can be provided.
The trader may exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal applies only if the trader has clearly stated this in the offer or, at the latest, in good time before the agreement is concluded.
Exclusion of the right of withdrawal is only possible for products:
Exclusion of the right of withdrawal is only possible for services:
During the validity period stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes resulting from changes in VAT rates.
By way of derogation from the previous paragraph, the trader may offer products or services whose prices are tied to fluctuations in the financial market and over which the trader has no influence at variable prices. This connection to fluctuations and the fact that any stated prices are indicative prices will be mentioned in the offer.
Price increases within 3 months after the agreement was concluded are permitted only if they result from statutory regulations or provisions.
Price increases from 3 months after the agreement was concluded are permitted only if the trader has stipulated this and:
Import VAT and customs clearance costs are not included in the sale price and are collected from the customer directly by the carrier or customs authority upon delivery.
All prices are subject to printing and typesetting errors. No liability is accepted for the consequences of printing and typesetting errors. In the event of printing or typesetting errors, the trader is not obliged to supply the product at the incorrect price.
The trader warrants that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the statutory provisions and/or government regulations in force on the date the agreement was concluded. If agreed, the trader also warrants that the product is suitable for purposes other than normal use.
A guarantee provided by the trader, manufacturer, or importer does not affect the consumer's statutory rights and claims against the trader under the agreement.
Any defects or incorrectly delivered products must be reported to the trader in writing within 14 days of delivery. The products must be returned in their original packaging and in new condition.
As a consumer, you also have a 24-month statutory warranty in accordance with consumer sales legislation. The trader's warranty period corresponds to the manufacturer's warranty period. However, the trader is never responsible for the products' ultimate suitability for any individual application by the consumer, nor for any advice concerning the use or application of the products.
The warranty does not apply if:
The trader will exercise the utmost care when receiving and fulfilling orders.
The delivery address is the address provided by the consumer to the trader.
Subject to the provisions of Article 4, the trader will process accepted orders promptly, but no later than within 15 business days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be fulfilled or can only be 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 charge and to claim any applicable compensation.
If delivery is delayed due to force majeure (e.g. customs delays, pandemics, strikes), the trader will inform the consumer as soon as possible and offer an alternative solution in consultation.
In the event of termination in accordance with the previous paragraph, the trader will refund the amount paid by the consumer as soon as possible, and no later than 14 days after termination.
If delivery of an ordered product proves impossible, the trader will make every effort to provide a replacement item. At the latest upon delivery, it will be clearly and understandably stated that a replacement item is being delivered. The right of withdrawal cannot be excluded for replacement items. The costs of any return shipment will be borne by the trader.
The risk of damage and/or loss of products remains with the trader until delivery to the consumer or a representative designated in advance and known to the trader, unless expressly agreed otherwise.
Pantinoshop orders are always shipped directly from our international warehouse in Asia. Thanks to this efficient logistics system, we can offer our products at competitive prices and save on storage and shipping costs. All stated prices are exclusive of VAT, customs duties and import taxes. Orders are shipped on the basis of Delivered Duty Unpaid (DDU) / Delivered At Place (DAP): import VAT, customs duties and/or customs clearance costs are not included in the price and are charged directly to the customer by the carrier or customs authority upon delivery.
Important shipping information:
The full delivery policy can be found on our delivery policy page.
Total delivery time = processing time + shipping time.
All estimated/standard delivery times are based on data from previous orders. These are estimates and should be used for guidance only.
Delivery time consists of two main parts:
1) Processing time (3–5 business days):
2) Shipping time (depending on the destination, 5–10 business days):
Delivery time is calculated from the moment the package is picked up from our international shipping center until it reaches the requested destination, and may vary depending on the delivery location.
Total estimated delivery time:
See our full delivery policy for more details.
Processing:
Please note:
Delays may occur due to holidays, as manufacturers and carriers reduce their operations. This is beyond our control. Normal operations will resume immediately after the holidays.
Incorrect address details, customs clearance procedures, and other circumstances may lead to 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 it or if the tracking number does not work, do not 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 returns and refunds 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 taking TOO LONG to arrive (beyond the timeframe we provided); we will be happy to help resolve any situation beyond our control!
Change of your address
Package damaged during transit:
If you receive a damaged package, refuse it and contact our customer service. If the package was delivered without your presence, contact customer service to discuss the next 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 information and is returned to the sender or needs to be redirected, all additional costs (rerouting, return shipment, and new shipment) will be borne by the consumer. The trader cannot be held liable for delays or lost packages resulting from incorrect address information.
Termination
A consumer may terminate an agreement for an indefinite period concluded for 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.
A consumer may terminate a fixed-term agreement concluded for the regular delivery of products (including electricity) or services at any time at the end of the specified term, subject to the agreed termination rules and a notice period of no more than one month.
The consumer may terminate the agreements referred to in the preceding paragraphs:
Extension
An agreement entered into for a fixed period and intended for the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a fixed period.
By way of derogation from the previous paragraph, an agreement entered into for a fixed period and intended for the regular delivery of daily, news and weekly newspapers and magazines may be tacitly extended for a fixed period of no more than three months if the consumer may terminate the extended agreement by the end of the extension, subject to a notice period of no more than one month.
An agreement entered into for a fixed period and intended for the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may terminate it 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 delivery, but less than once a month, of daily, news and weekly newspapers and magazines.
An agreement of limited duration for the regular delivery of daily, news and weekly newspapers and magazines as an introduction (trial or introductory subscription) is not automatically renewed and ends automatically 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, subject to a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.
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 (CZK, DKK, EUR, PLN, RON, SEK), depending on the customer's location, and are protected with SSL encryption.
Unless otherwise agreed, amounts owed by the consumer must be paid within 7 working days after the cooling-off period referred to in Article 6(1) begins. In the case of an agreement for the provision of a service, this period begins after the consumer has received confirmation of the agreement.
The consumer is obliged to report any inaccuracies in the payment details provided or stated to the trader without delay.
In the event of the consumer's non-payment, the trader has the right, subject to statutory limitations, to charge the reasonable costs previously disclosed to the consumer.
Complaints about the performance of the agreement must be submitted to the trader within 7 days, fully and clearly described, after the consumer has identified the defects.
Complaints submitted to the trader will be answered within 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the trader 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 by mutual agreement, a dispute arises that is subject to the dispute resolution procedure.
A complaint does not suspend the trader's obligations unless the trader indicates otherwise in writing.
If the trader finds a complaint to be justified, it will, at its discretion, replace or repair the delivered products free of charge.
Agreements between the trader and the consumer to which these general terms and conditions apply are governed exclusively by Dutch law. This also applies if the consumer resides abroad. However, consumers always retain the protection afforded by the mandatory consumer legislation of their country of residence.
As a result of the rules introduced and tightened in 2024 concerning 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.
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.
The trader cannot be held liable for delays or failure to fulfill obligations caused by 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 intervention, transport disruptions, carrier delays, third-party IT failures, or other unforeseen events. In the event of force majeure, the delivery and performance period will be extended accordingly, and the parties may terminate the agreement in whole or in part without liability for damages if the force majeure situation lasts longer than 30 days.
The following applies to promotions, discount codes, and coupons:
The trader reserves the right to amend these general terms and conditions periodically. The version applicable at any given time 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. Existing orders are subject to the terms in force at the time the order was placed. Material changes may be communicated by email to registered customers.
Company: LRS ECOM B.V.
Name: Pantinoshop
Email: info@pantinoshop.nl
Phone: +31 6 20081625
Address: Paxtonstraat 3N, 8013 RP Zwolle, Netherlands (not a visitor or return address)
Opening hours: Monday to Friday, 09:00 – 18:00 (CET)
Contact form: Click here
Returns and refunds 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
General terms and conditions (PDF): Download here
