Terms & Conditions
Monarchs Crisps Ltd is committed to maintaining your privacy.
When we refer to “personal data” we mean any information about you which is personally identifiable like your name, address, payment details, telephone number or e-mail address.
Any reference to “you” or “your”, means you as a user of our website at monarchscrisps.co.uk (“Website”). References to “we”, “us” or “our” are to Monarchs Crisps Ltd, a company registered in England and Wales with company number 12939288 whose registered office is at Unit 13 Manor Industrial Estate, Flint, CH6 5UY, United Kingdom. Our VAT number is GB388001302.
This policy only applies to the collection of your personal data by us and the use of that personal data by us and those whom we authorise. It does not cover third party websites to which we provide links, nor does it cover advertisers. They may have their own privacy policies and/or terms and conditions of use. We encourage you to review those policies if available when you visit those sites. We therefore have no responsibility or liability for the content and activities of these linked sites.
By accessing and continuing to use the Website (as applicable), you accept the terms of this policy. If you do not agree with any of our policy then you should not use the Website.
Customer and Recipient Personal Information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
During the checkout process, we ask for the following personal information:
Customer’s email address
We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer’s email for marketing communications from time to time. Please ensure that email address is accurate.
Customer’s full name and address
We use this information for credit and debit card validation.
Customer’s telephone number
We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues and to send a delivery text message.
Recipient’s full name and address
We require this information in order to deliver the products you have ordered. It is vital that the recipient’s address is accurate. We will also use the recipient’s name and address for marketing communications from time to time.
What information do we hold about you and how is it collected?
We may collect and process the following data about you:
- Details of transactions you carry out through our Website and the fulfilment of your orders;
- Information that you provide by filling in forms on our Website. This includes information provided at the time of registering to use and order goods from our Website, subscribing to our mailing list or requesting further goods or services. We may also ask you for information when you enter a competition or promotion sponsored by us and when you report a problem with our Website.
- If you contact us, we may keep a record of that correspondence.
- We may also ask you to complete surveys / feedback forms that we use for research purposes, although you do not have to respond to them.
- Details of your visits to our Website including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
- We may collect information about your computer or other device, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual.
- In addition, in common with many other online services, we may use “cookies” or other devices to store and sometimes track information about you. This helps us to provide you with a good experience when you browse our Website and also allows us to improve our Website (see section entitled “Cookies etc” below).
How do we use information about you?
We use information about you to help us provide you with a more personalised service which is tailored to suit your needs. Your personal data may be used by us to:
- Process any orders you may make and/or provide services including processing payments;
- Monitor, develop and improve the Website, goods, services and your experience;
- Ensure that content from our Website is presented in the most effective manner for you and your computer or device;
- Carry out our obligations arising from any contracts entered into between you and us;
- Allow you to participate in any interactive features of our Website, when you choose to do so;
- Keep our Website safe and secure;
- Notify you about changes to the Website, goods or services;
- Process and deal with any complaints or enquiries made by or about you;
- Investigate any suspected breach of our terms and conditions otherwise relating to you and to monitor compliance including by way of checking postings or submissions to the Website and using keyword triggers to investigate usage that may be inappropriate; and/or
- Where you are a prize winner, to administer the competition prize and to publish or otherwise make available a list of prize winners.
Where and only where requested by you by ticking the relevant box when you subscribe and/or register with us we will:
- Send you and keep you updated with information by email or mail about existing and new goods, services, promotions and special offers from us; and/or
- Send you information by email or mail about related goods or services of selected third parties that may be of interest to you.
If you agree to us providing you with this marketing information, you can always opt-out at a later date. To opt-out of receiving any such communications, you can contact us stating that you do not wish to receive further communications from us in the following ways:
- Click on the “unsubscribe” link sent in our email messages and email newsletters; or
- Send an email to firstname.lastname@example.org writing “unsubscribe” in the subject heading; or
- Write to us at Unit 13 Manor Industrial Estate, Flint, CH6 5UY, United Kingdom.
This unsubscribe information will also be contained in our email messages and email newsletters.
Where do we store your personal data?
Access to your information and amending your information
You have the right to request a copy of the information that we hold about you (unless it is exempt in accordance with the Data Protection Act 2018). If you would like a copy of some or all of your personal information, please send an email to email@example.com. We are entitled to charge up to £10 to administer such a request.
Where you register your details for certain goods and services (for example, our email newsletter) and/or open an account with us that you can then use to log on and order goods, you may change or update your user name and password or other details at any time via your account. You must make sure that you update details as soon as possible with any and all relevant changes.
In this section when we refer to a “cookie” we mean a small data file that is stored by your web browser on your computer or handheld device. Cookies contain a small amount of information that is transferred to your computer’s hard drive or storage media on the device used to access the Website. They help us to improve our Website and to deliver a better and more personalised service.
We may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer or other similar devices and/or other tracking techniques (including unique identifiers for your computer or device).
Cookies that are strictly necessary for the operation of the Website:
Other uses of cookies (where you have consented to such use):
- allow you to carry information across pages of our Website and avoid having to re-enter information;
- within registration to allow you to access stored information;
- help us recognise you as a unique visitor when you return to our Website and to allow us to tailor content or advertisements to match your preferred interests
- help us to personalise our content for you, greet you by name and remember your preferences (for example, your last purchase)
- speed up searches; and/or
- within research surveys to ensure you are not invited to complete a questionnaire too often or after you have already done so.
Other cookies outside of our control:
We may use external services such as Facebook, Twitter, Pinterest, YouTube, Vimeo or Instagram, to display certain content on our Website. We cannot prevent such websites from collecting information about your usage of their services on our Website (for example, number of plays of a video).
Like many other organisations, we use Google Analytics, a web analytics service provided by Google, Inc. Google Analytics sets a number of cookies in order to evaluate your use of our Website and enable us to carry out actions including (but not limited to):
- Tracking the number of visitors to our Website.
- Monitoring the number of users on our Website at any given time.
- Analysing popular content on our Website.
Google stores the information collected by these cookies on servers in the United States. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google. By using our Website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.
See this link for how to reject or delete this cookie: http://www.google.com/intl/en/privacypolicy.html
Find out how to disable/enable cookies by clicking on the “Manage Cookies” section of the Interactive Advertising Bureau UK website on the following link http://www.allaboutcookies.org. You can also refer to the help tab in your browser for more information on disabling or enabling cookies.
What information do we share with others?
We may pass your information (including personal data) to other parties as follows:
- in the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets. We will use our reasonable endeavours to inform you of this before the transfer occurs. If you are unhappy with the transfer you may contact us to end the contract and we will refund you any payments you have made in advance for facilities not provided;
- if Monarchs Crisps Ltd or substantially all of its assets are acquired by a third party, in which case personal data held by us about our customers will be one of the transferred assets. We will use our reasonable endeavours to inform you of this before the transfer occurs. If you are unhappy with the transfer you may contact us to end the contract and we will refund you any payments you have made in advance for facilities not provided;
- we may pass your personal data to our employees and agents to administer the goods and services provided to you by us now or in the future. For example, we may pass your personal data to our suppliers in order for them to provide you with goods;
- some general statistical information about the Website user base, sales patterns, traffic volumes and related matters may be passed on to reputable third parties (such as our suppliers or advertisers) but these details will not include information personally identifying you;
- to check against the Interactive Media Retail Group Security Alert or any Fraud Prevention Scheme. We may also share information with companies assisting in fraud protection or investigation. We do not provide information to these agencies or companies for marketing or commercial purposes;
- to the police, regulatory bodies or legal advisers in connection with any alleged criminal offence or suspected breach of our terms and conditions relating to you or otherwise where required by law and we will cooperate with any law enforcement authorities, government request or court order requesting or directing us to disclose the identity of or locate anyone breaching our terms and conditions or otherwise for the prevention or detection of crime or the apprehension or prosecution of offenders.
Where we provide your personal data to our suppliers and other companies to assist us in providing our goods and services, we provide these companies with only the information they need to perform their work closely with them to ensure that your privacy is respected and protected. These companies are prohibited by contract from using this information for their own marketing purposes or from sharing this information with anyone other than us.
We do not disclose information about identifiable individuals to our advertisers, but we may provide them with aggregated information about our users (for example, we may inform them that 500 men aged under 30 have clicked on their advertisement on any given day). We may also use such aggregated information to help advertisers reach the kind of audience they want to target. We may make use of the personal data we have collected from you to enable us to comply with our advertisers’ wishes by displaying their advertisement to that target audience.
We do not pass or sell your personal information to third persons for any other purpose than those set out above.
How do we protect your information?
We endeavour to take all reasonable steps to protect your personal data. Where possible we use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of:
- potentially sensitive information such as your name and address; and
- critically-sensitive information like your credit card number
Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Controlling your personal information
You may exercise any of the rights described in this section by sending an email to firstname.lastname@example.org. Please note that we will ask you to verify your identity before taking further action on your request. We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Managing Your Information
You may access and update some of your information through your Account settings.
Rectification of Inaccurate or Incomplete Information
You have the right to ask us to correct inaccurate or incomplete personal information concerning you (and which you cannot update yourself within your Account).
Data Access and Portability
You have the right to request copies of your personal information held by us. You may also be entitled to request copies of personal information that you have provided to us in a structured, commonly used, and machine-readable format and/or request us to transmit this information to another service provider (where technically feasible).
Data Retention and Erasure
We generally retain your personal information for a period of ten years after your last active use of our website or app (in line with our legal obligation to keep order information for this duration for tax, legal reporting and auditing obligations). If you no longer want us to keep your information, you can request that we erase your personal information and close your Monarchs Crisps Account. Please note that if you request the erasure of your personal information:
- We may retain some of your personal information as necessary for our legitimate business interests, such as fraud detection and prevention and enhancing safety. For example, if we suspend a Monarchs Crisps Account for fraud or safety reasons, we may retain certain information from that Account to prevent that user from opening a new Monarchs Crisps Account in the future.
- We may retain and use your personal information to the extent necessary to comply with our legal obligations. For example, we may keep some of your information for tax, legal reporting and auditing obligations.
- Additionally, some copies of your information (e.g. log records) may remain in our database but are disassociated from personal identifiers.
Withdrawing Consent and Restriction of Processing
Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you. Where you have provided your consent to the processing of your personal information by Monarchs Crisps you may withdraw your consent at any time by sending a communication to Monarchs Crisps specifying which consent you are withdrawing. Please note that the withdrawal of your consent does not affect the lawfulness of any processing activities based on such consent before its withdrawal.
Additionally, you have the right to limit the ways in which we use your personal information, in particular, where (i) you contest the accuracy of your personal information; (ii) the processing is unlawful and you oppose the erasure of your personal information; (iii) we no longer need your personal information for the purposes of the processing, but you require the information for the establishment, exercise or defence of legal claims; or (iv) you have objected to the processing and are pending the verification of whether the legitimate grounds of Monarchs Crisps override your own.
Objection to Processing and Profiling
You are entitled to require Monarchs Crisps not to process your personal information for certain specific purposes (including profiling) where such processing is based on legitimate interest. If you object to such processing Monarchs Crisps will no longer process your personal information for these purposes unless we can demonstrate compelling legitimate grounds for such processing or such processing is required for the establishment, exercise or defence of legal claims.
The security of your data is very important to us. With this in mind, we will take all appropriate steps to protect your data and will treat it with the utmost care and attention. We use HTTPS technology to secure access to all areas of our websites and apps. Access to your personal data is password-protected, and sensitive data such as payment card information is held securely by our third-party payment providers and tokenized to ensure it is protected. We ensure that our systems are regularly monitored for possible vulnerabilities and attacks.
You have the right to lodge complaints about the data processing activities carried out by Monarchs Crisps Ltd before the Information Commissioner’s Office. In the UK, please read https://ico.org.uk/for-the-public/raising-concerns/ for details of how to do this. We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at email@example.com.
We will not sell, distribute or lease your personal information to third parties unless we have your permission, are required by law to do so or it is required for the provision of our services as detailed above. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You can email us with any questions, queries or complaints at firstname.lastname@example.org.
Any reference to “you” or “your”, means you as a customer of our goods and/or as a user of our Website. Any reference to “we”, “us”, “our”, or “Monarchs Crisps” is to Monarchs Crisps Ltd.
Information about us
We operate the Website https://monarchscrisps.co.uk. We are Monarchs Crisps Ltd, a company registered in England and Wales under company number 12939288 and with our registered office at Unit 13 Manor Industrial Estate, Flint, CH6 5UY, United Kingdom. Our main trading address is Oken's Kitchen, 45a Coten End, Warwick, CV34 4NT. Our VAT number is GB388001302.
Accessing our website and availability
Access to our Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our Website without notice (see below). We will not be liable if for any reason our Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts of our Website, or our entire Website, to users who have registered with us.
While we endeavour to ensure that this Website is normally available 24 hours a day, we cannot promise that our Website will be free from errors or omissions nor that it will be available uninterrupted and in a fully operating condition. The Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons reasonably beyond our control. We will not be liable to you or to any other person in the event that all or any part of the Website is discontinued, modified or changed in any way.
You are responsible for making all arrangements necessary for you to have access to our Website. You are also responsible for ensuring that all persons who access our Website through your internet connection are aware of these terms and that they comply with them.
Registering with us
You may be required to register your details and/or open an account to access some areas of the Website, including subscribing to our mailing list or to order any goods. You undertake to complete the registration form(s) fully, and that all information provided is up-to-date, true, accurate and complete.
Each registration is for a single user only. We do not permit you to share your user name and password with any other person nor with multiple users on a network.
Your use of the website
You agree that you will not use the Website in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity or that is fraudulent or has any unlawful or fraudulent purpose or effect. Furthermore, you agree not to do anything that may cause damage to the Website or our servers, systems or equipment or those of third parties, nor access any users’ data or penetrate or circumvent any Website security measures or attempt to do any such acts.
You accept that you are able to stop using the Website at any time and at your sole discretion. We reserve the right to suspend, restrict or terminate your access to the Website or any part of it at any time at our sole discretion.
You grant to us a worldwide, royalty-free, irrevocable, non-exclusive licence (including the right to sub-license) to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform or display any content (in whole or part) you upload, post or email and/or to incorporate such content in other works in any form, media or technology now known or developed.
On being made aware of any such breaches, we may ban, delete or prohibit any content that relates to those breaches or that we judge harmful to individuals or the rights of Monarchs Crisps Ltd or any of our affiliates, licensors or partners.
We reserve the right to take whatever action we deem necessary to prevent such breaches including issuing warnings or banning you from our Website generally.
Intellectual Property Rights
We are the owner or the licensee of all copyright and other intellectual property rights in our Website, and in the material published on it. Those works are protected by intellectual property laws and treaties around the world. All such rights are reserved.
The names, images and logos identifying us, our partners or third parties and our/their products and services are proprietary marks and may not be reproduced or otherwise used without express permission.
The contents of the Website including (without limitation) web pages, computer codes of elements comprising the Website, and any software provided to you by us may not be copied, reproduced, communicated and/or made available to the public, republished, downloaded, posted, recorded, broadcast or transmitted or used in any other way except for your own personal, private and non-commercial use, unless otherwise expressly permitted by us.
You may print off one copy and may download extracts, of any page(s) from our Website for your personal reference and you may draw the attention of others within your organisation to material posted on our Website.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our Website must always be acknowledged.
You must not use any part of the materials on our Website for commercial purposes without obtaining a licence to do so from us or our licensors.
This restriction does not include your ability to use any of our “sharing” functions (for example, liking and sharing our Website on Facebook) in accordance with that third party’s own terms and conditions.
Our website changes regularly
We aim to update our Website regularly and may change the content at any time. If the need arises, we may suspend access to our Website, or close it indefinitely. Any of the material on our Website may be out of date at any given time, and we are under no obligation to update such material.
Reliance on information posted and disclaimer
While we endeavour to ensure that the information on this Website is correct, we make no promise nor do we give any warranty or guarantee regarding the accuracy and completeness of the material on this Website. Commentary and other materials posted on our Website are not intended to amount to advice on which reliance should be placed. Specifically, we strongly recommend that individuals consult their GP before embarking on any significant change in diet or lifestyle. We, therefore, disclaim all liability and responsibility arising from any reliance placed on such information, commentary and materials by any visitor to our Website, or by anyone who may be informed of any of its contents.
The material displayed on our Website is provided “as is” without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, and third parties connected to us, hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Information about you and your visits to our website
Transactions concluded through our website
Contracts for the supply of goods formed through our Website or as a result of visits made by you are governed by our terms and conditions for the sale of goods.
Viruses, hacking and other offences
You must not misuse our Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Website, the server on which our Website is stored or any server, computer or database connected to our Website. You must not attack our Website via a denial-of-service attack or a distributed denial-of-service attack.
By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Website will cease immediately.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Website or to your downloading of any material posted on it, or on any website linked to it.
Linking to our website
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
Our Website must not be framed on any other website, nor may you create a link to any part of our Website other than the home page. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with the content standards set out above.
If you wish to make any use of material on our Website other than that set out above, please address your request to email@example.com.
Links from our website
Where our Website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.
Law and jurisdiction
These terms are governed by English and Welsh law and you can bring legal proceedings in respect of our Website or goods in the English and Welsh courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English and Welsh courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English and Welsh courts.
This Website is based in the United Kingdom and is intended for users in the United Kingdom. We make no representations that the materials and Website are suitable for users outside the United Kingdom, and if you choose to access the Website from outside of the United Kingdom you are solely responsible for ensuring compliance with all relevant local laws.
If you have any concerns about material which appears on our Website, please email us on firstname.lastname@example.org.
Terms of Supply
- These Terms
What these terms cover
These are the terms and conditions on which we supply goods to you through our website.
Why you should read them
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or you have any questions or queries relating to them, please do not hesitate to email us at email@example.com.
- About Us
Who we are
We are Monarchs Crisps Ltd, a company registered in England and Wales. Our company registration number is 12939288 and our registered office is at Unit 13 Manor Industrial Estate, Flint, CH6 5UY, United Kingdom. Our main trading address is Oken's Kitchen, 45a Coten End, Warwick, CV34 4NT.
How to contact us
You can contact us by writing to us at firstname.lastname@example.org or at Unit 13 Manor Industrial Estate, Flint, CH6 5UY, United Kingdom.
How we may contact you
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
“Writing” includes emails
When we use the words “writing” or “written” in these terms, this includes emails.
- Our contract with you
How we will accept your order
Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
If we cannot accept your order
If we are unable to accept your order, we will inform you of this in writing and will not charge you for the goods. This might be because the goods are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the goods or because we are unable to meet a delivery deadline you have specified.
Your order number
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
We only sell to the UK
Our website is solely for the promotion of our goods in the UK. Unfortunately, we are only able to deliver to the UK mainland (see our delivery policy for details).
- Our goods
Goods may vary slightly from their pictures
The images of the goods on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the goods and food itself varies in colour, size and quality. Your goods may vary slightly from those images. Although we have made every effort to be as accurate as possible, because our goods are mainly food products and some are cut by hand, all sizes, weights and colours indicated on our website are approximations only unless we state otherwise.
Product packaging may vary
The packaging of our goods may vary from that shown on images on our website.
We provide general information only
Whilst we may provide general advice, recipes and instructions relating to our goods, any advice, recipes and instructions provided by us relating to our goods have been produced in order to help you in using the goods and to give guidance. These are provided for general information only. We accept no liability for any loss, damage or injury arising as a result of the advice, recipes or instructions provided to you on our website or in conjunction with any of our goods.
Inspecting our goods
You are responsible for opening and inspecting the goods upon delivery and then storing them correctly (for example, in the freezer or fridge). We accept no liability for any loss, damage or injury arising as a result of your incorrect storage, preparation or cooking of our goods. You are required to contact us within 14 days of receiving the goods to make us aware of any problems with the items delivered.
We like to tell you which suppliers we are using as we think they are some of the best
However, we reserve the right to change suppliers at any time and without telling you, particularly if there are supply and delivery issues or shortages.
- Your rights to make changes
Making amendments to an order
If you wish to make a change to the goods you have ordered please contact us as soon as possible. We require a minimum of 24 hours before dispatch to investigate any amendments to your order.
We will let you know if the change is possible
If it is possible we will let you know about any changes to the price of the goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
- Our rights to make changes
Minor changes to the goods
We may change the goods to reflect changes in relevant laws and regulatory requirements and/or to implement technical adjustments and improvements. These changes will not affect your use of the goods.
More significant changes to the goods and these terms
In addition, we may make more significant changes to these terms or to the goods, but if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect.
- Providing the goods
The costs of delivery will be as displayed to you on our website.
When we will provide the goods
You will be able to choose the available delivery date and details when you order goods, and we will confirm if this is possible in an order confirmation email to you. We will try to deliver on your selected date/time but such delivery dates/times are estimates only.
We are not responsible for delays outside our control
If our supply of the goods is delayed by an event outside our control (this can include weather, vehicle breakdowns, traffic jams and other such events) then we will contact you as soon as practically possible to let you know and we will take steps to minimise the effect of the delay. We will not be liable for delays caused by events outside of our control, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received.
If you are not at home when the goods are delivered
If no one is available at your address to take delivery and the goods cannot be posted through your letterbox, we may follow the instructions you have given us of where to leave the goods in the circumstances. If we leave the goods on your doorstep or with a neighbour, and they are stolen or damaged, we do not accept any liability. If you have contacted the courier directly and made a ‘redelivery request’ so that the courier delays the delivery of your goods, we are no longer liable for any changes to the condition of the goods, or any delay to the delivery. We accept no liability for the goods if a ‘redelivery request’ is made with the courier directly.
If you do not re-arrange delivery
If you do not collect the goods from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from us we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and condition 10.2 will apply.
When you become responsible for and own the goods
You own goods once we have received payment in full. The goods will be your responsibility from the time we deliver the goods to the address you gave us in your order.
What will happen if you do not give the required information to us
We may need certain information from you so that we can supply the goods to you, for example, the quantity of food and the delivery address. If so, this will have been stated in the description of the goods on our website. We will contact you to ask for this information if not provided. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and condition 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the goods late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
Reasons we may delay the supply of goods to you
We may have to delay the supply of goods to deal with technical problems or make minor technical changes, update the goods or packaging to reflect changes in relevant laws and regulatory requirements and/or make changes to the goods as requested by you or notified by us to you (see clause 6).
- Your rights to end the contract
Your rights to end your contract with us
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it and when you decide to end the contract:
- If what you have bought is damaged or misdescribed you may have a legal right to end the contract (or to get the goods replaced or to get some or all of your money back), see condition 11;
- If you want to end the contract because of something we have done or have told you we are going to do, see condition 8.2;
- If you have just changed your mind about the goods, see condition 8.3. You may be able to get a refund if you are within the cooling-off period for non-perishable goods, but this may be subject to certain conditions and deductions and you will have to pay the costs of return of any goods.
- In all other cases (if we are not at fault and there is no right to change your mind), see condition 8.6.
Ending the contract because of something we have done or are going to do
If you are ending a contract for a reason set out at 8.2.1 to 8.2.5 below the contract will end immediately and we will refund you in full for any goods which have not been provided and you may also be entitled to compensation. The reasons are:
- we have told you about an upcoming change to the goods or these terms which you do not agree to (see condition 6.2);
- we have told you about an error in the price or description of the goods you have ordered and you do not wish to proceed;
- there is a risk that supply of the goods may be significantly delayed because of events outside our control;
- we have delayed the supply of the goods for technical reasons, or notify you we are going to delay the supply of them for technical reasons, in each case for a period of more than 48 hours or
- you have a legal right to end the contract because of something we have done wrong.
A right to change your mind if the goods are not fresh and perishable
As most of our goods contain fresh and perishable food, you may not be entitled to the “normal” right to change your mind within 14 days after the day you receive them (such right as set out in the Consumer Contracts Regulations 2013). One of the reasons for this is because the food is likely to have a best before date within only a few days of delivery of the goods. If you have purchased goods that are not fresh and perishable foods (for example, a recipe book), then you will be entitled to change your mind within 14 days, return the item to us (which you must organise) and receive a refund. These rights are explained in more detail in these terms.
Please note that we offer a guarantee for all of our goods as we stand behind every step of our production process. This guarantee does not affect your legal rights as set out in these terms (see condition 11.2).
How long do I have to change my mind if my goods are not fresh and perishable?
You have 14 days after the day you (or someone you nominate) receives the goods unless your goods are split into several deliveries over different days. In this case, you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
Ending the contract where we are not at fault and there is no right to change your mind
Even if we are not at fault and you do not have a right to change your mind (see condition 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the goods are delivered and paid for. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for goods not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) a reasonable compensation for the net costs we will incur as a result of your ending the contract which may be up to 100% of the price.
- How to end the contract with us (including if you have changed your mind for non-perishable goods)
Tell us you want to end the contract
To end the contract with us, please let us know by doing one of the following:
- Email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
- By post. Simply write to us at Unit 13 Manor Industrial Estate, Flint, CH6 5UY, United Kingdom, including the information required in the form.
Returning goods after ending the contract
If you end the contract for any reason after goods have been dispatched to you or you have received them, you must return them to us or allow us to collect them from you. Email us at firstname.lastname@example.org. If you are exercising your right to change your mind about non-perishable goods you must send off the goods within 14 days of telling us you wish to end the contract.
When we will pay the costs of return
We will pay the costs of return:
- if the goods are damaged or misdescribed;
- if you are ending the contract because we have told you of an upcoming change to the goods or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
In all other circumstances, you must pay the costs of return.
What we charge for collection
If you are responsible for the costs of return and we are collecting the goods from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery as set out on our website.
How we will refund you
We will refund you the price you paid for the goods including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
Deductions from refunds
If you are exercising your right to change your mind for non-perishable goods:
- we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and
- the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
When your refund will be made
We will make any refunds due to you as soon as practically possible. If you are exercising your right to change your mind for non-perishable goods then if we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us. For information about how to return goods to us, see condition 9.2.
- Our rights to end the contract
We may end the contract if you break it
We may end the contract for goods at any time by writing to you if:
- you do not make any payment to us when it is due;
- you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the goods, for example, delivery address; and/or
- you do not, within a reasonable time, allow us to deliver the goods to you or collect them from us.
You must compensate us if you break the contract
If we end the contract in the situations set out in condition 10.1 we will refund any money you have paid in advance for goods we have not provided but we may deduct or charge reasonable compensation for the net costs we will incur as a result of your breaking the contract which may be up to 100% of the price.
We may withdraw the goods
We may at any time withdraw certain goods for sale, and we will use our best efforts to ensure our website is up-to-date.
- If there is a problem with the goods
How to tell us about problems
If you have any questions or complaints about the goods, please contact us. Write to us at email@example.com or Unit 13 Manor Industrial Estate, Flint, CH6 5UY, United Kingdom.
Summary of your legal rights
We are under a legal duty to supply goods that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the goods. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
up to 30 days: if your item is damaged (rather than simply going out of date after delivery), then you can get a refund. up to six months for our non-perishable goods: if your damaged item can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. up to six years for our non-perishable goods: if the item can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn’t work, some of your money back.
Your obligation to return rejected goods
If you wish to exercise your legal rights to reject goods you must either return them in person to where you bought them, return them to one of our shops or (if they are not suitable for posting)allow us to collect them from you. We will pay the costs of postage or collection. Please email us at firstname.lastname@example.org for a return label or to arrange collection.
- Price and payment
Where to find the price for our goods
The price of the goods (which includes VAT where appropriate) will be the price indicated on the order pages when you placed your order. All prices are shown in pounds sterling (£). We use our best efforts to ensure that the price of the goods advised to you is correct. However please see condition 12.3 for what happens if we discover an error in the price of the goods you order.
We will pass on changes in the rate of VAT
If the rate of VAT changes between your order date and the date we supply the goods, we will adjust the rate of VAT that you pay, unless you have already paid for the goods in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong
It is always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the goods’ correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the goods’ correct price at your order date is higher than the price stated on our website, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
When you must pay and how you must pay
We accept payment with all major credit and debit cards, including American Express. Your payment will be taken as soon as the order has been placed. All of our online payments will be processed through Stripe – a PCI/ DSS Level 1 payment service provider. We use Stripe to ensure the highest possible level of security and fraud protection available for all of our customers.
We can charge interest if you pay late
If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
What to do if you think an invoice is wrong
If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
- Promotions and discounts
From time to time, we may make promotional codes available (“Promotional Codes”) that can be redeemed online during the check-out process by entering the code into the relevant box. We may make these codes available via the Website, by email, telephone, social media or through a third party.
- The availability and use of Promotional Codes may also be subject to additional terms and conditions which we will make available to you at the time of the promotion.
- Such terms may include restrictions such as minimum order amounts and may only apply in relation to specific Products or categories of Products.
- Details of the validity period of a Promotional Code will be made available at the time of its issue.
- Promotional Codes cannot be exchanged for cash. We do not permit the sale, trade or purchase of Promotional Codes in any way. This also applies to Promotional Codes published by third parties.
- Promotional Codes cannot be used in conjunction with each other nor any other special offers or discounts.
- Promotional Codes can only be used once per customer, unless specified otherwise at the time of promotion.
- We retain the right to remove a promotion at any time.
Discounted prices apply to products only (subject to availability). Eligible products will be indicated on the relevant pages of the website. We reserve the right to end or alter this offer at any time and are able to remove specific products from the offer at any time.
- Our responsibility for loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We are not liable for business losses
We only supply the goods for domestic and private use. If you use the goods for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- How we may use your personal information
How we will use your personal information
- to supply the goods to you;
- to process your payment for the goods; and
- if you agreed to this during the order process, to inform you about similar goods that we provide, but you may stop receiving these at any time by contacting us.
Do we give information to third parties?
We will only give your personal information to third parties where the law either requires or allows us to do so.
- Other important terms
We may transfer this contract to someone else
We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee)
You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if this affects the delivery address or method. However, you may transfer our guarantee at condition 8.4 to a person who has acquired the goods.
Nobody else has any rights under this contract (except someone you pass your guarantee on to)
This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in condition 16.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
If a court finds part of this contract illegal, the rest will continue in force
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the goods, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings
These terms are governed by English law and you can bring legal proceedings in respect of the goods in the English and Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the goods in either the Scottish or the English and Welsh courts. If you live in Northern Ireland you can bring legal proceedings in respect of the goods in either the Northern Irish or the English and Welsh courts.