Delivery, cancellation and returns

Effective 12 September 2026.

pent.shop is operated by PrivacyPortal Ltd, company number 14907634, VAT number GB459870439. Registered office: 16 Commerce Square, Lace Market, Nottingham NG1 1HS, United Kingdom.

Email support@privacyportal.co.uk or call 0115 772 0519. Contact us before sending a device; we will confirm the service reference and delivery instructions.

Supplied handsets: preparation and delivery

Fixed-price supplied handsets are prepared to order. Preparation normally takes 3–5 working days; allow up to 10. The carrier's transit time begins after dispatch and is separate from preparation. We confirm unresolved specifications before preparation and contact you if the estimate changes.

Choose an available delivery country in your kit. Customs clearance, local holidays and carrier conditions can extend international transit. Free standard delivery applies to DAP. Choosing DDP requires Express Shipping at £29.95 as well as the country-based import-prepayment fee. Preparation time remains separate; we confirm the applicable carrier transit estimate before dispatch. Import charges depend on the option below.

International delivery and import charges

Pay on arrival — DAP (also called DDU): this is the default for international delivery. You pay any import duty, destination VAT/GST and carrier clearance fees when the carrier or customs authority collects them. Free delivery does not include those charges. Any arrival-charge guide is an estimate.

Duties prepaid — DDP: where offered for your selected country, you may pay the quoted import-charge amount with your order. DDP requires Express Shipping at £29.95 in addition to the quoted import-prepayment amount. The separate shipping charge, import prepayment and final total are shown before payment in the supported checkout currency. The import-prepayment amount covers destination import duty, VAT/GST and clearance charges for that delivery, with nothing further due for covered import charges on delivery.

The DDP import-prepayment amount depends on the receiving country and selected goods value. Express Shipping is a separate £29.95 charge per DDP order; pay-on-arrival DAP retains free standard shipping. It is a fixed merchant coverage quote. If actual charges are lower, we retain the difference; if higher, we cover the additional amount. If a carrier nevertheless charges you for covered import charges on a paid DDP order, send us the receipt and we reimburse those charges in full.

You can choose pay on arrival instead. Change your country or goods in the kit before continuing to payment so the total reflects your choices. The delivery country at payment is the country you selected in the kit.

Countries currently offering optional DDP

Albania, Australia, Austria, Belgium, Bulgaria, Canada, Costa Rica, Croatia, Cyprus, Czechia, Denmark, Dominican Republic, Estonia, Finland, France, Georgia, Germany, Greece, Guatemala, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Jamaica, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, New Zealand, North Macedonia, Norway, Panama, Paraguay, Poland, Portugal, Romania, Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Arab Emirates.

DDP is currently unavailable for United States orders through pent.shop. UK and Isle of Man deliveries do not use this international import-prepayment option. Only the options shown on pent.shop apply to your order; another PrivacyPortal website's carrier promotion does not change these terms.

We declare the actual goods value and provide accurate customs paperwork. Keep your invoice, order reference and tracking information. Before returning an international order, contact us for return and customs documentation instructions.

Prices and VAT

Source prices are set in GBP. Supported destination currencies are displayed and charged at checkout; where a local currency is unsupported, GBP is shown explicitly. Review the final currency and amount before payment. UK prices include UK VAT at 20%; supplied goods delivered to the Isle of Man also include UK VAT. Qualifying international hardware exports are sold without UK VAT, at the same displayed GBP goods price. Destination import charges are then either paid on arrival or covered by the optional DDP amount. The total shows your choice before payment.

UK preparation services

Customer-owned preparation services, including any mixed kit containing one, currently require a UK return address. Standard UK return delivery is included in the advertised service price; you pay for sending your device to us. Wait for our written instructions and use suitable protective packaging with a tracked service. The registered office is not an instruction to send a device without agreement.

Preparation normally takes 3–5 working days after receipt, compatibility confirmation and any applicable cancellation waiting period; allow up to 10 working days. Standard Tracked 48 return delivery normally takes 2–3 working days after dispatch. These are working estimates; we will explain delays and agree an updated completion date.

For a listing marked guide price, a diskless laptop, accessory configuration or a destination not shown in checkout, request a quotation. It will state the exact product, shipping charge and dispatch estimate before you pay. The main PrivacyPortal shipping policy provides background carrier information. The delivery and import-charge options selected on pent.shop, and any separately agreed pent.shop quotation, govern this order.

Cancel a preparation service

You may cancel a distance service order within 14 days of the contract being made. Email us with your order reference and a clear statement that you wish to cancel. We wait until that period ends before starting unless you separately request an earlier start in writing. If you request an early start and later cancel, a proportionate charge may apply for work supplied before cancellation. The right to cancel a fully completed service is lost only where the legally required prior consent and acknowledgement have been obtained.

If we cannot prepare the agreed eligible configuration, we refund the service payment. If your device is unsuitable, we will explain why and agree return arrangements before any additional work or charge. Statutory remedies for a service not carried out with reasonable care and skill remain available.

Goods, refunds and complaints

For online supplied goods, tell us within 14 days of delivery if you wish to cancel; then return them within 14 days of notifying us. You pay return postage for a change-of-mind cancellation. We cover reasonable return costs for faulty or misdescribed goods. We refund the order and any standard outbound delivery charge within 14 days of receiving the goods back or evidence of return, subject to any lawful deduction for handling beyond checking the goods. A standard configured device is not automatically excluded from cancellation simply because software was installed. Faulty-goods rights are unaffected. Contact us promptly if the service or equipment does not match the agreed description, and keep the packaging where useful.

Refunds due following a valid cancellation are made without undue delay and within the applicable statutory period, normally to the original payment method. Do not send a return without obtaining the order reference and confirmed return instructions.

Optional cancellation form

To: PrivacyPortal Ltd, 16 Commerce Square, Lace Market, Nottingham NG1 1HS, UK; support@privacyportal.co.uk.

I give notice that I cancel my contract for: ______
Order reference and date: ______
Name and address: ______
Date: ______
Signature (only if submitted on paper): ______

You may use this form or any other clear statement of cancellation.