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Refund Policy

Returns, Damaged Items, and Refunds Policy & Procedures

It is our aim to offer 100% satisfaction to all our customers. However, in the unlikely event that a product does not meet your expectations please contact us immediately to arrange a solution. We will be happy to replace any faulty items or redress any errors that we have made in connection with an order.

Please ensure that you give us the correct Delivery Information when placing your order.

Please take care to ensure that the product you purchase is suitable for the purpose you intend as we are not obliged to accept goods for refund if you simply change your mind about a product.

How Does Our Pong Free Empty Bottle Guarantee Work?

The cost of the original Shipping & Delivery is not refundable.

Refunds will be processed within 30 days of receiving the item. 

Damaged/ Faulty Items

We accept responsibility for properly packaging and addressing the goods as instructed. If your order is mislaid or you receive goods that have been damaged in transit, please contact us immediately and we will work to rectify any such issues promptly.

Please check all parcels carefully, by signing for a consignment you are formally accepting the goods in the condition in which they were received.

In the case of damage, we will investigate the cause and the extent of it and will either refund you the postage costs, give you credit towards your next order or arrange our courier to pick up the damaged goods (for heavy parcels).

All claims for damage must be reported with photographic evidence and delivery notes marked as goods received as damaged.

Unused faulty items will be replaced provided that the customer informs us of the defect, and provides photographic evidence by emailing within 7 days of receiving the goods. 

Lost Orders

In the unlikely event that your order is lost in transit, please contact us via the “Contact Us” form on our website or by email In the case of non-delivery, please wait for 7 days after the despatch date before contacting us.

Items missing in your parcel: If any item is short delivered and has been charged for, Pongone will cover the cost of freight in resending the goods as soon as possible.


In compliance with ‘Distance Selling Regulations 2000’, you have the right to cancel your order within seven days of placing it, or seven days of receipt of the goods (whichever is the longer), but any goods may be returned within 14 days from the day they are received providing they are unopened and unused. If you wish to cancel your order please contact us clearly detailing your requirements and proving the order/invoice number. If you cancel your order before we send out your parcel, we will be happy to refund your full payment.