Our contract with you
Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with these terms and conditions.
Non-acceptance of an order may be a result of one of the following:
- The product you ordered being unavailable.
- Our inability to obtain authorisation for your payment.
- The identification of a pricing or product description error.
- You not meeting the eligibility to order criteria set out in the main Terms & Conditions.
Choosing the right product – we accept no responsibility for ensuring the product meets your individual requirements.
Different delivery/billing addresses – you may be contacted to provide additional identification information where the delivery address differs from the billing (Card Registered at) address. This is for security purposes.
Alternative products – if the product you ordered is not available, we will contact you to discuss alternative products. If you choose to take the alternative product, this will replace the contract for the original ordered product. Where there is a difference in price, you will be asked to pay this difference should the alternative product cost more. If the alternative product is less and you have already paid, a refund will be made (see below regarding payments and refunds).
Delivery addresses which attract a delivery surcharge – certain UK addresses will attract a surcharge. Your order will not be accepted until this surcharge has been collected.
Please note that you are not entitled to cancel this contract once the order has been placed.
At our discretion, we may cancel the contract on the following terms:
- If the product(s) have not yet been dispatched (if a stock item).
- If the product(s) have been dispatched and/or received by yourself.
You will receive a refund once the products have been returned to our premises, checked and proven to be in an ‘as new’ saleable condition, and this refund will be less any direct charges incurred by us for carriage.
You may not return the product(s) under any circumstances once the 7 day ‘cooling off’ period has elapsed. This 7 calendar day period commences from the date the product(s) are received and signed for. Where you have ordered more than one product, these conditions will apply to each individual product and its delivery.
If you wish to cancel the order, you must notify us via a hard medium (letter or email – See Contact Us section). It is at our discretion whether we accept this cancellation.
If we cannot fulfil your order within 10 days (from the date you placed the order), you have the option to cancel your order and receive a full refund or choose an alternative product.
We use a combination of the postal service and third-party couriers to provide you with the most cost-effective, reliable and fastest service possible. We will aim, but do not guarantee to dispatch products to you within 3 working days. If we find this is not possible, we will inform you either via email or telephone. In many instances, the products will be dispatched within 1 working day.
For UK mainland customers, we try to provide an 'express' courier delivery service and same day dispatch for parcel orders placed by 1.00pm. Pallet orders will be despatched the next working day. Please be aware that 'express' orders placed on a Friday will not arrive until Monday. Whilst Royal Mail offer first and second class services, please be aware that these are not guaranteed.
In certain cases, you can choose to collect from our warehouse or arrange your own courier service. These orders will be ready for collection the same day if placed before 1.00pm.
If you choose to arrange your own shipping please ensure that you email us with your order number and all relevant paperwork and labels: firstname.lastname@example.org
Please note: we are not liable for any loss/charges incurred by parcels that go missing in transit and cannot be held responsible for parcels that are delayed by Force Majeure, you will need to claim directly from the courier service in these instances.
For special orders, such as ordering large deliveries or registering for a trade account, please contact us by telephone on 01229 588877.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the delivery charges page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page.
If you have any questions about the shipping, please contact us.
Products will only be delivered to the Delivery Address that you have given us. All addresses must be full and accurate, we cannot be responsible for incomplete or inaccurate postal addresses if you have given us the wrong information. You are responsible for ensuring that the product can be received by a person of 18 years or over. A number of attempts will be made to deliver by the carrier – if these prove unsuccessful, you may be charged for any direct penalty/re-delivery charges incurred by us. We cannot be held responsible for late courier deliveries affect by Force Majeure. You will need to claim directly from the courier service in these instances.
On receipt of the product you must:
- Satisfy yourself that the product has been delivered undamaged. We strongly advise you to inspect the product before signing for it. If you sign for the product and it is subsequently found to be damaged, it is at our discretion to replace/refund any monies paid for the product.
- Reject the product if you find it is damaged. Inform the carrier that the product is damaged and that they will have to return to sender.
- Contact us immediately should you find the product has been delivered damaged either via email or telephone.
- Where possible, take digital photos of the packaging and/or damage to the product should damage be identified. Forward these images to us at our email address email@example.com
It is the customers’ responsibility to ensure that the containers and closures are compatible with each other, as well as ensuring that the container is suitable for the intended purpose. We accept no liability for leaks and damages caused by non-faulty products. You should always conduct a test with your product in the containers you propose to use. We cannot accept returns of food grade materials for any reason other than the unlikely event of an incorrect dispatch of goods. Please note any goods damaged in transit during the returns process will not be accepted for credit.
You may want to return products to us for a number of reasons. Other than for damaged products, the following applies in all cases:
- You must return the goods in their original packaging with all items undamaged and in a fully saleable condition and at your own expense.
- Under no circumstances should any products have been used and if deemed to have been used, will NOT be accepted.
- Shipping costs of non-faulty goods is the responsibility of the customer.
At our discretion, we may waive charges for items being returned that were delivered to you damaged but not rejected at the point of receipt. We reserve the right to administer a restocking charge which will not exceed 20% of the returned stock order value.
Payment and Refunds
We accept payment on-line by BACS, CHAPS or PayPal. You can also phone us with your order and give us your DEBIT/CREDIT card details. ALL transaction charges (from any institution) are the full responsibility of the customer and we the Company, do not accept any incoming charges.
On-line payments – we offer payments on-line via PayPal Express Checkout. Follow the instructions on screen to pay in this way.
Refunds – all refunds will not necessarily be made by the method of payment used at purchase and will be at the sole discretion of the Company, or by mutual agreement. The following conditions apply to refunds:
Overpayments – for example where you have chosen to select an alternative less expensive product from that in the original order, we will issue a refund within 3 working days of you altering your order.
Returns – where you request that we collect a product during the ‘cooling off’ period, we will issue a refund once the products have been received back and inspected according to the Returns process above. We aim to issue a refund in this case within 5 working days of goods receipt (or within total of 30 days, whichever is sooner).
Underpayments – where you owe us monies to complete the contract (eg where you have selected a more expensive product because your first selection is not available, or where your delivery address attracts an additional surcharge), payments can be made by Telephone or post only. Your product will not be dispatched until all payments due have been received/cleared.