4.8 stars with 100+ reviews and growing!
The boring stuff

Terms and Conditions

You probably aren’t reading this page, but if you are, welcome to our Terms and conditions. When you order from us or use our site, you do so with these terms in mind.

If you don’t accept these terms and conditions, hold off on ordering anything from our site, and give us a call on 0118 970 1717. We’ll be very happy to get to the bottom of any queries or concerns.

Let’s dive in.

1. Information About Us

We’re Pingewood (Hello!), Maxwell Felix Limited, a company registered in England and Wales. Our company registration number is 07825836 and our registered office is at The Wellington Office Stratfield Saye, Trowes Ln, Reading, England, RG7 2BT. We operate the website you’re looking at now (www.pingewood.com).

2. Your Status

By placing an order through our site, you confirm that:

  • (a) you’re legally capable of entering into binding contracts, and
  • (b) you’re at least 18 years old.

3. How The Contract Is Formed Between You And Us

3.1 After placing an order, you’ll receive an email from us to let you know we’ve received it. This doesn’t mean your order has been accepted; you’re effectively offering to buy something from us. (It’s nothing personal; just a legal thing. It’s quite common.)

To confirm acceptance of your order, there’ll be another email. We call it the ‘Dispatch Confirmation’.

4. Consumer Cancellation Rights

4.1 If you’re a consumer, you have the right to cancel your order and receive a full refund (see our Refunds policy below). Your right to cancel starts from the date of the Dispatch Confirmation. If the Products have been delivered to you, you may cancel at any time within 7 working days, starting from the day after you receive the Products.

4.2 If you’d like to cancel, please let us know by email (info@pingewood.com) or post at:

You’ll also have to return the Products to us at: Pingewood, Unit 49, Easter Park, Benyon Road, Silchester, Reading, RG7 2PQ as soon as you can, and at your own cost. It’s your legal obligation to take care of the Products while you’ve got them.

5. Availability And Delivery

5.1 You’ll receive your order by the date set out in the Dispatch Confirmation, unless we’ve discussed another arrangement.

5.2 Currently, we only deliver Products to addresses in the UK, EIRE and the Channel Islands (Sorry!).

5.3 In relation to delivery of a Pingewood, our delivery partner operates a “kerb-side delivery policy” that goes a little something like this:

  • (a) The delivery driver will unload and deposit the Product at the entrance to your property;
  • (b) The delivery driver can’t legally enter your property to move the Product. For safety reasons, they’ll also avoid uneven or sloping ground (Pingewoods can get pretty heavy);
  • (c) The delivery driver has no legal responsibility to unpack the Product.
  • (d) Neither the third party delivery company nor Pingewood is responsible for the disposal of the pallet on which the Product will be delivered. (Can be used as good firewood!)

5.4 By signing the delivery receipt provided by the delivery driver, you acknowledge that you’ve inspected the Product(s) and confirm that they do not show any signs of fault or damage. Make sure you have a thorough look! In the unlikely event that there’s a problem, jot it down on the delivery note, and give us a call ASAP on 0118 970 1717. We’ll do everything we can to help get things sorted.

6. Risk And Title

6.1 The Products will be your responsibility once they’ve been delivered.

6.2 Ownership of the Products will only pass to you when we receive full payment. That’s for the Products and Delivery.

7. Price And Payment

7.1 The price of the Products and our delivery charges will be as quoted on our site. That said, sometimes we make mistakes (we’re only human!), so if we do make a pricing error, we reserve the right to amend it.

7.2 Product prices include VAT. If the rate of VAT happens to change between the date of your order and the date of delivery, we’ll adjust the VAT you pay, unless you’ve already paid for the Products in full before the change takes effect.

7.3 Product prices and delivery charges are liable to change at any time. You needn’t worry if we’ve sent you a Dispatch Confirmation already.

7.4 Product prices include the costs and charges of packaging and insurance. They also include transport of Products where:

  • (a) Delivery is within mainland UK;
  • (b) The price of the Product(s) being delivered exceeds £50; and
  • (c) Your order includes a Product(s) other than charcoal.

7.5 If (a), (b) or (c) don’t apply, there will be a shipping surcharge. We’ll let you know how much that is when you order.

7.6 It’s always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. If a Product’s correct price is less than our stated price, we’ll charge the lower amount when we send the Product to you. If a Product’s correct price is higher than our stated price we will normally contact you to let you know. Then, you can decide whether you’d like to proceed or not.

7.7 If the pricing error is obvious and unmistakeable (like a Pingewood for £10 ) and could have been reasonably recognised as an error, we don’t have to provide the Products to you at the incorrect (lower) price.

7.8 Payment for all Products must be by credit or debit card, or via one of our trusted payment partners.

8. Our Refunds Policy

8.1 Changed your mind?

  • (a) If you’ve changed your mind about accessories after you’ve received them, that’s no problem. Just return them to us in their original packaging and in perfect resaleable condition within 14 days of delivery of your order and we’ll refund you in full, less a restocking fee of 20% or a minimum of £20, whichever’s greater. No delivery charges (including any premium delivery charges) will be refunded.
  • (b) You can return your products via Royal Mail or any other suitable courier. If you’re returning any ceramic item, please check that you have the appropriate insurance to cover for any possible breakages. Items must be returned to: Unit 49, Easter Park, Benyon Road, Silchester, Reading, RG7 2PQ.
  • (c) We’ll process the refund due to you as soon as possible. It’ll never be more than 14 days after the day you let us know.
  • (d) If you decide you want to return your Pingewood, we will refund the full value as per the price on www.pingewood.com at the time of return, provided the Pingewood is unused and in a resalable condition, less a 20% re-stocking fee. You will be liable for the shipping fee, which is typically £50 (some locations have shipping surcharges, and if the strapping has been removed from the pallet there will be a re-strapping fee).
    • If your Pingewood arrives and you decide you’d like to swap it for a different size, we will waive the re-stocking fee. You must return the Pingewood within 14 days of it being delivered to you.
    • Please note that if you have paid for a White Glove Delivery, you are likely to have to pay for the service again to collect the items.
    • Contact us at hello@pingewood.com to arrange collection.
  • (e) Products should be returned to us in a good, clean and saleable condition and in their original packaging. If the returned goods have not been looked after, and are not in the condition that they were in when delivered to you, we’ll get in touch to talk this through.
  • (f) If you believe your product to be defective, or that you are entitled to a replacement under Warranty, please don’t return the item to us. Let us know by emailing warranty@pingewood.com, with some photos showing the problem, and a short description telling us what went wrong. We’ll get back to you as soon as we can.
    • We will usually process any refund due to you as soon as possible. We will refund the price of a defective Product in full, any applicable delivery charges plus any reasonable costs you incur in returning the item to us.
    • Please note that the outter body have a Lifetime Warranty (under normal use), metal components have a 5 Year Warranty, and all other parts carry a 3 Year Warranty. Everything else has a 1 Wear Warranty. You can read more about the Warranty here.
  • (g) If you purchased using a credit card we won’t refund the credit card charges we have incurred to process your payment.

9. Our Liability To A Business

9.1 Depending on clause 9.3, we’ll only be liable to you for the Product price if we fail to comply with our Ts&Cs for any reason.

9.2 Also depending on clause 9.3, we will not be liable for losses if we fail to comply to these Ts&Cs for the following reasons:

  • (a) loss of income or revenue;
  • (b) loss of business;
  • (c) loss of profits;
  • (d) loss of anticipated savings;
  • (e) loss of data; or
  • (f) waste of management or office time.

However, this will not prevent you claiming for loss of or damage to your physical property.

9.3 We do not in any way exclude or limit our liability for:

  • (a) death or personal injury caused by our negligence;
  • (b) fraud or fraudulent misrepresentation;
  • (c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
  • (d) defective products under the Consumer Protection Act 1987; or
  • (e) any other matter for which it would be illegal for us to exclude our liability.

This clause does not apply if you are contracting as a consumer. Please see clause 10.

10. Our Liability To A Consumer

10.1 If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer as a result. However, we are not responsible for any loss or damage that is unforeseeable. Loss or damage is foreseeable if it’s an obvious consequence of our breach.

10.2 We only supply Products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

10.3 We do not in any way exclude or limit our liability for:

  • (a) death or personal injury caused by our negligence;
  • (b) fraud or fraudulent misrepresentation;
  • (c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
  • (d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples)
  • (e) defective products under the Consumer Protection Act 1987; and
  • (f) any other matter for which it would be illegal for us to exclude our liability.

If you are contracting as a business, this clause 10 does not apply. Please see clause 9.

11. Import Duty

11.1 If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches you. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict how much they’ll be. Please contact your local customs office for further information before placing your order.

11.2 Please also note that you must comply with all applicable laws and regulations of the country you’re ordering to. We will not be liable for any breach of any such laws.

12. Information About You And Your Visits To Our Site

We process information about you in accordance with our privacy policy (click to view). By using our website, you consent to such processing and you confirm that all data you provide is accurate.

13. Written Communications

Some laws state that some of the things we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website.

For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement to be in writing. This condition does not affect your statutory rights.


All notices you give to us must be sent to Pingewood at Pingewood, Unit 49, Easter Park, Benyon Road, Silchester, Reading, Berkshire, RG7 2PQ, or hello@pingewood.com. We may give notice to you at either the e-mail or postal address you provide to us when placing an order.

We consider notice to be received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after a letter is posted. We’ll consider letters that are properly addressed, stamped and placed in the post to have been sufficiently sent. In the case of an e-mail, if it’s been sent to your specified e-mail address, we’ll consider that proof of sending.

15. Transfer of Rights And Obligations if You Are A Business

15.1 The contract between us is binding on you and us and any representatives in between.

15.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

15.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

Clause 15 does not apply if you are contracting as a consumer. Please see clause 16.

16. Transfers Of Rights And Obligations If You Are A Consumer

16.1 We may transfer our rights and obligations under these terms and conditions to another organisation, but that will not affect your rights or our obligations under this Contract.

16.2 You may only transfer your rights and obligations under this Contract if we agree to do so in writing.

Clause 16 does not apply if you are a business. Please see clause 15.

17. Events Outside Of Our Control

17.1 We will not be liable for any failure to perform our obligations under a Contract that is caused by events outside our reasonable control. This is known as a Force Majeure Event.

17.2 A Force Majeure Event includes anything beyond our reasonable control and includes the following:

  • (a) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war or threat or preparation for war;
  • (b) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
  • (c) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
  • (d) impossibility of the use of public or private telecommunications networks;
  • (e) the acts, decrees, legislation, regulations or restrictions of any government; and
  • (f) pandemic or epidemic.

17.3 Our performance under any Contract is deemed to be suspended as long as a Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. If at all possible, we will do everything we can to bring the Force Majeure Event to a close. Alternatively, we will do our best to find a way to fulfil our contractual obligations despite the Force Majeure Event.

18. Waiver

18.1 If we fail to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this will not constitute a waiver of such rights or remedies. It will not relieve you from compliance with such obligations.

18.2 A waiver by us of any default will not constitute a waiver of any subsequent default.

18.3 No waiver by us of any of these terms and conditions will be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 14 above.

19. Severability

If any competent authority decides that any of the provisions of these terms and Conditions are invalid, unlawful or unenforceable, the term will be severed from the remaining terms. The rest of the contract will continue to be valid to the fullest extent permitted by law.

20. Entire Agreement

20.1 These terms and conditions and any document expressly referred to in them constitute the whole agreement between us. They supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of any Contract.

20.2 We each acknowledge that, in entering into a Contract, neither of us relies on, or will have any remedies in respect of, any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them.

20.3 Each of us agrees that our only liability in this agreement (whether made innocently or negligently) will be for breach of contract.

20.4 Nothing in this clause limits or excludes any liability for fraud. If you are contracting as a consumer, clause 20 does not apply. Please see clause 21.

21. Our Contract With You

If you are contracting as a consumer, these terms and conditions make up the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing. If you are contracting as a business, clause 21 does not apply. Please see clause 20.

22. Our Rights To Vary These Terms And Conditions

22.1 We have the right to revise and amend these terms and conditions.

22.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless the authorities change them. Alternatively, we may notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation.

23. Law And Jurisdiction

Everything we talk about in these terms is governed by English law. Any dispute will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

24. Third Party Rights

A person who is not party to these terms and conditions or a Contract shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999