Terms & Conditions
We aim to excel in the quality of our produce and the service we provide. By shopping with us online you can expect high standards.
All our goods and services comply with all the standards required by relevant legislation. When shopping with us online, a Contract of Sale is made at the time we accept your order, and the contract shall be under English law, irrespective of where you are. By placing your order you accept these terms and conditions.
2. Delivery times
You may select our cost-effective delivery service to most UK locations. We are able to offer delivery to all addresses in England, Wales, and the Scottish mainland. We make a charge to cover the cost of packing and delivery; this cost is calculated for you automatically, and you will see the full price before placing your order. Our website will give relevant details.
3. Delivery Arrangements
All orders are dispatched in a chill packed box, using a next-day delivery courier service. Ideally someone should be at home to take delivery of the box, however we can accept instructions for the box to be left ie. Garage, shed or with a neighbour. The drivers know they are carrying perishable goods. The delivery shall be deemed to have been made either when the consignee accepts delivery in person, or when the driver leaves your chill-pack at the premises.
4. Packaging for Delivery
You may rest assured we have taken great care to ensure your goods arrive in best condition. Our packaging standard has been carefully designed to maintain a temperature within the chill-pack of less than 5ºC for 48 hours – double the time your chill-pack should spend in transit. Your produce will be carefully packaged in an insulated box to maintain freshness, and inside a cardboard outer for protection during transit. Rigid polystyrene cartons can also be re-used; you may find these are useful for a wide range of storage or packing purposes. They can also be recycled see http://www.eps.co.uk/sustainability/eps_recyclers.html. Cardboard is widely collected & recycled.
5. Delivery prices
When you place your order, the delivery costs will be calculated as per the Delivery page on our website.
6. Acceptable Weight Variation
Creating an online shop for items normally sold by weight at the point of sale requires a small amount of flexibility from both sides of a transaction. Some of our products are sold by a chosen weight by you, ie Topside you choose how much you would like. Other items are sold by unit ie A Leg of Lamb – we can give an estimate of its weight, but the leg is the leg, it is the size nature intended it to be. When you place your order, it will be for a nominal weight of produce or a unit, at a specified price. We will collect the payment via the payment method you select when placing the order. Because orders are individually prepared by hand, it can be expected that there may be some small variation in weights above or below the weight you choose, and it is impractical for us to request additional payments or process small refunds. We will ensure that this variation never exceeds more or less than 10% of any item specified. Items delivered within 10% of the weight ordered shall be deemed complete. If the available stock would be greater or less than 10% of the weight ordered we will contact you.
7. Unfulfilled Orders
Because of the nature of some of our produce and limited supply, it is possible that from time to time, we may be unable to fulfil some orders. If your order cannot be fulfilled, we will let you know as quickly as possible, normally within one working day of you placing the order, and offer alternative produce or cancellation at your discretion. In the event of us having to cancel, we will make an immediate and full refund of any monies paid.
8. Guarantee of Satisfaction
If for any reason you are dissatisfied with the quality of the produce received, you should contact us within 24 hours of receipt. All complaints will be dealt with personally and immediately. Your statutory rights are not affected. We regret we are not able to accept returned goods or claims for goods ordered in error, due to their perishable nature.
9. Non-Delivery Claims
In the event of your order failing to arrive when expected, please contact us by email or by telephone before 5.30pm on the expected day of delivery. We will immediately investigate and let you know the situation.
We regret that due to the very short timescale involved in processing produce orders, it may not be possible to cancel or amend your order once it has been placed.
11. Data Protection
All data we collect from you will be used exclusively for the purposes of our dealings, to help us offer improved or new services to you, and may be stored on computer. Your details will be held securely, in confidence, and never disclosed to any third party without your express permission, save by order of a court.
12. Refund Policy
The Buyer may cancel any order for Goods for any reason up to the point of dispatch and any payments made by the Buyer shall be refunded in full within 28 days. The Buyer may cancel any Contract for Services at any time before seven working days has passed from the day after the Contract was made and any payments made by the Buyer shall be refunded in full within 28 days. If, however, the Supplier starts to perform its side of the Contract with the agreement of the Buyer before the Buyer exercises this right to cancel, the right to cancel is lost.
Where a claim of defect or damage is made, the Goods may have to be returned by the Buyer to the Supplier within the best before date or use by date on the product. The Buyer shall be entitled to a replacement or a full refund (including delivery costs) plus any return postal charges if the Goods are in fact defective and/or need to be returned.
Goods to be returned must clearly show the order number obtained from the Supplier on the package.