Terms and Refund Policy

Your satisfaction is very important to us at Penthouse Products. If you are not satisfied or have questions about your order, please contact us.

This website is operated by Penthouse Products. Throughout the site, the terms “we”, “us” and “our” refer to Penthouse Products. Penthouse Products offers this website, including all products, information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. These terms apply to all users of the site, including without limitation, users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Whilst every effort has been made to ensure that the information contained on this website and in our brochures is accurate and up to date, Penthouse Products cannot be held liable for any errors, omissions or price changes. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the website is inaccurate at any time. This is due to continuous product development specifications, possible colour changes and we may also substitute a product for one of similar or better quality

We may not accept your order if an item you have ordered is out of stock or if we identify a product or pricing error. We reserve the right to reject any offer to purchase by you at any time. If we are unable to fulfil your order, we will contact you by email or telephone advising you of this.

Once an order has been placed, unless we have notified you that we cannot fulfil your order or you have cancelled your order, our acceptance of your order and the completion of the contract between you and us will take place when we have dispatched the goods ordered by you. To cancel your order after it has been dispatched to you, you will need to follow our Returns Procedure.

We reserve the right, but are not obligated, to limit the sales of our products to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time.

Penthouse Products will retain the legal ownership of all goods until full payment has been made by you and received by us. Legal ownership of the goods will immediately revert back to us if we refund any such payment to you.

Any delivery timescales quoted to you are indicative only. Penthouse Products does not accept liability for delayed delivery caused by a third party. As soon as you have received the goods, you will assume all risk in the goods.

Upon receipt of your order must inspect the goods and you will be deemed to have accepted them unless you notify us that you have cancelled the order and/or you return the goods within 14 working days in accordance with our Returns & Cancellations  Policy. If no such action is taken, we shall not be obliged to accept a rejection of the goods at a later date.

All  prices indicated for products available on www.penthouseproducts.com are, where applicable, inclusive of VAT at the current rates and are exclusive of delivery charges.  
Penthouse Products owns the copyright to all content and images on this website.
All orders must be paid for in full before orders will be shipped. For non-UK delivery addresses, payment will not be taken until a price for shipping has been provided by Penthouse Products and agreed with the purchaser.

All pens are delivered flat packed and will require assembly by you.

Penthouse Products or any carriers delivering on behalf of us must be informed of any restrictions regarding access for delivery vehicles. This includes but is not limited to: steps (including those that require climbing to gain access to the property entrance), any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. Penthouse Products will not accept any claims for compensation arising from non/failed/refused delivery of any item where the carriers or Penthouse Products were not made aware of access restrictions. In the event that the item is refused/cancelled due to these restrictions, the customer is liable for all carriage charges.

Cancellation Policy
You have a right to cancel your order for a full refund from the time of placing the order up to 14 days after delivery of the item(s). This does not apply to custom items made to your specification.

If you wish to cancel your order before it has been dispatched, please write to us at Penthouse Products, Riverside House, Creeton Road, Little Bytham, Grantham NG33 4PR or email us at contact@penthouseproducts.com explaining that you wish to cancel the order and quoting your order number.

If you cancel your order after delivery then please follow the Returns Process. You can return the item(s) up to 14 days after delivery.

If you cancel your order after it has been shipped but not yet received then you are responsible for all return freight charges to Penthouse Products.

If you refuse to accept delivery for any reason other than the product being damaged in transit then you are responsible for all return freight charges to Penthouse Products.

Your refund will be made within 30 days of cancellation where cancellation took place prior to dispatch. Where an order is returned, your refund will be made within 30 days of receipt of the returned item(s) and will be less any delivery and/or assembly charges incurred by us in delivering the product to you.
Returns Procedure

If you wish to return your order, please:
1.     Write to us at Penthouse Products, Riverside House, Creeton Road, Little Bytham, Grantham NG33 4PR or email us contact@penthouseproducts.com either, explaining that you wish to return the item(s) and quoting your order number.

2.     Keep the item(s) in good condition;

3.     Return the item(s) in the original packaging within 30 days of delivery via a Penthouse Products approved carrier;

4.     Pre-pay all shipping charges incurred in making the return;

5.     Insure the shipment, or accept the risk of loss or damage during shipment, for which you will be liable.
Please note that any free of charge items received when purchasing the returned item(s) must also be returned or paid for in full.


Privacy Policy
When you purchase something from Penthouse Products, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.  Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.  _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).  _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits  _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer. cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.  _secure_session_id, unique token, sessional  storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

We reserve the right to modify both our Terms and Conditions and Privacy Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.