Terms & Conditions
Please read these carefully – they are a binding agreement when ordering from canterbury-wholefoods.co.uk
canterbury-wholefoods.co.uk is owned and operated by Phoenix Wholefoods Ltd, a vegetarian company based in Kent in the United Kingdom. Registered in England & Wales Company No. 6851401.
We aim for total customer satisfaction. If you have any suggestions or comments please contact us using the details below:
Our Contact details:
Canterbury-wholefoods.co.uk
c/o Canterbury Wholefoods,
1-2 Jewry Lane,
Canterbury,
Kent,
CT1 2NS
United Kingdom
Phone: 01227 464 623
Outside UK: +44 1227 464 623 Fax: 01227 768 838
Email: info@canterbury-wholefoods.co.uk
VAT Registration No. 683737200
Making a Purchase
Making a purchase could not be easier. Just browse our store and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on Checkout and you will be asked for a few details that we need to be able to complete the order.
We accept credit card and debit card payment. We accept only GBP sterling.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Best Before & Use By Dates
Firstly, it is important to point out that these two terms are often confused or used interchangeably. However, they mean two very different things:
‘Best Before’ relates to quality – taste and appearance may change.
‘Use By’ relates to safety – the risk that the product may spoil.
Best Before dates are arbitrary dates that are only a suggestion of when a product will be in its ideal condition – they DO NOT suddenly become unusable, inedible or even dangerous at that point in time. They are simply at their ‘best’ before these dates. Beyond the Best Before date, the character of the goods may gradually become affected by their storage condition, possibly changing the taste or the colour of the items. However, in our experience this normally does not occur for many months after such dates. Most products we handle have very long Best Before dates. However, we cannot guarantee more than several weeks, and on chilled items it is only a week.
Use By dates are different. On the very few items we sell that have Use By dates, it is not recommended that you use them after that date. Again, that may not be a problem but they are likely to spoil. We suggest that you freeze such items if the dates are coming close, as this will keep them in usable condition for several more months.
Bulk Orders
If you intend to order a large amount of one item, we strongly advise you to contact us to check if the Best Before or Use By dates are suitable, especially if you do not expect to consume them all immediately. We normally have very good dates on most products, but, as an example, if you buy 10 identical items that you intend to use just once a week, you may be disappointed if we have stock with a BBE date of 5 weeks. If you wish to order a bulk quantity of any item, we can order fresh stock in for you. See Special Orders below.
Special Orders
We can acquire bulk quantities of most of the products we stock, and even products that we do not currently list on our shop. Please contact us via the details above if you have a special requirement. It is important to note that Special Orders must be paid for in advance and are not refundable under the Distance Trading rules. We advise you to consider making such an order carefully before placing it, as unless the goods are actually faulty or different to those requested we cannot make a refund.
Delivery Schedule
Orders that have been paid for online will be prepared immediately. Where chilled items have been ordered, the ambient products will be prepared and the chilled items added before dispatch. Note that we only ship chilled items on Mondays, Tuesdays and Wednesdays. By ordering items with short dates like chilled items, you agree to be in at the stated delivery address, to receive them on the day of delivery.
If you know you are unlikely to be in stated delivery address, at the time of delivery, you may provide an alternative delivery address in the checkout, which allows many customers to receive orders at work or via friends and family.
Orders that arrive late or are returned to us as a result of incorrect delivery details or no-one being present at the address at the time of delivery will not receive a refund for goods that as a result then become unsuitable for consumption. Orders returned to us will not receive a refund for postage, and should you still require the order, postage is charged again. Some couriers will leave parcels without signatures, but please assume in all cases that a signature is required. So if you’re at work during the day and there’s no-one at home, perhaps your work address would be better, or a relative’s or neighbour’s.
Chilled items are normally dispatched within no less than 7 days before their Best Before date. If dates are unavoidably shorter, we will try to notify you before dispatch. They should arrive within at least 2 days before their Best Before date, excluding unforeseen delays as described above. By ordering chilled items you are accepting goods with at least 2 days before their Best Before date. If you want to check dates before purchasing, please call us on 01227 464 623.
Orders that are not paid for at the time of making them online will be held but not processed until payment is made. The online order, does not reserve the goods you would like, so prompt payment is essential. If you do not contact us within 4 days we may cancel the order and make the items available to other customers again. You may make payment by cheque, postal order or by credit or debit card by phone. Goods will not be dispatched until full payment is received, so please ensure that you send the correct total amount including applicable delivery costs.
You agree that the service we provide begins once the order is received by us and paid for. Your order is prepared, picked, packed and dispatched all before you receive it. The service, as defined in this sense, begins from the time we commence this work, not when the parcel is dispatched nor when it is received. Although stock levels are regularly checked, stock levels on the site are just an indication but may on occasions not reflect actual levels due to the nature of some items, those that are more perishable, for example.
You agree that we may use your full contact details in order to assist with delivery. This includes your telephone number on the delivery address label.
You agree that, in accordance with UK legislation, we have a maximum of 30 days in which to fulfill your order. Additionally, in the rare event that delivery may be delayed due to the actions or errors of a delivery company, you will allow us reasonable opportunity to intervene and ensure the goods are delivered to you.
Delivery schedules are generally reliable (more so with couriers) but cannot be guaranteed. Difficulties in the postal system, especially in the events of strikes or adverse weather, are beyond our control. Therefore, late delivery is not reason alone for a refund. If you believe your order may be late, do not hesitate to contact us on 01227 464 623, as you will most likely know before us if a problem is developing.
Tax Charges
In accordance with legislation, VAT is charged at 20% on applicable goods and services regardless of where the customer is buying form. Tax is charged at source, which is the United Kingdom.
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128-bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Contacting Us
If you need to reach us, please email us using the link on the store page, or, alternatively, you can call on:
01227 464 623 (International +44 1227 464 623);
c/o Canterbury Wholefoods
1-2 Jewry Lane,
Canterbury,
Kent,
CT1 2NS
United Kingdom
Privacy Policy
Canterbury-wholefoods.co.uk does not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfillment (primarily for card processing and delivery).
In this case, the third party will not disclose any of the details to any other party under their contractual agreements with us.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used, and to store your details if you select the Remember Me option. They are also used after you have logged-on as part of that process. You can turn off cookies within your browser by going to Tools | Internet Options | Privacy and selecting Block Cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:
a. Take and fulfill customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third parties for goods delivery purposes.
Returns Policy
Your rights to return goods are protected under the EU Distance Selling Directive, which can be found at:
http://www.hmso.gov.uk/si/si2000/20002334.htm
The following information is VERY important. Chilled goods cannot be returned for resale. If you order them you must be in stated delivery address, to receive them, and you must provide an address where they can be received safely.
For ALL parcels the following conditions must be accepted:
a. If you provide us with incorrect delivery details and the goods are lost, delivered to the wrong address or delayed, we shall not be held liable for any costs.
b. We may replace goods at our discretion but the customer will be required to pay for the full postage.
c. We may be able to arrange a collection with a courier for LESS than it would cost you. Please contact us to discuss this. We would then usually refund the value of the goods less the cost of collection, which will ultimately save you a little money. Additionally, the goods will be fully insured in transit. Please note, however, that this option is not offered on small items that would travel in first-class or second-class post.
Website Terms and Conditions of Use
Please read this agreement carefully before accessing or using this site. By accessing or using the site, you agree to be bound by this agreement. The information and services on this site are provided by canterbury-wholefoods.co.uk and its suppliers, subject to your agreement to the terms and conditions below.
Use of Information and Services
canterbury-wholefoods.co.uk (Phoenix Wholefoods LTD) assume no responsibility for any consequence relating directly or indirectly to any action or inaction you take based on the information, services or other material on this site. While canterbury-wholefoods.co.uk strives to keep the information on this site accurate, complete, and up-to-date, canterbury-wholefoods.co.uk and its suppliers cannot guarantee, and will not be responsible for any damage or loss related to, the accuracy, completeness or timeliness of the information.
Limitation of Liability
In no event will canterbury-wholefoods.co.uk or its suppliers be liable for any special, indirect, punitive, exemplary or consequential loss, or any loss whatsoever, including loss of data or profits and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages. You acknowledge and agree that the limitations set out above are fundamental elements of this agreement and the site would not be provided to you absent such limitations.
Indemnification
You agree to indemnify, defend and hold harmless canterbury-wholefoods.co.uk, its affiliates and suppliers from any liability, loss, claim and expense (including reasonable legal fees) directly or indirectly related to your breach of this agreement.
Proprietary Rights
All materials on this site (as well as the organisation and layout of the site) are owned by and subject to the copyright of canterbury-wholefoods.co.uk or its suppliers and may be accessed, downloaded or printed only for your personal non-commercial use. Without the prior written permission of canterbury-wholefoods.co.uk or its suppliers, you may not copy, distribute or transfer any material on this site, in whole or in part.
Changes to Site
canterbury-wholefoods.co.uk and its suppliers may make improvements or changes in the information, services, products, and other materials on this site, or terminate this site, at any time without notice. canterbury-wholefoods.co.uk may modify this agreement at any time and such modifications shall be effective upon posting of the modified agreement on this site and canterbury-wholefoods.co.uk notifying the posting of the modified agreement on the home page of this site for a period of 30 days. Your continued access or use of this site upon or after the date of such posting and notification shall be deemed your acceptance of the modified agreement.
Miscellaneous
canterbury-wholefoods.co.uk’s failure to insist upon strict enforcement of any provision of this agreement shall not be construed as a waiver of any provision or right.
This agreement will be governed by and construed and interpreted in accordance with the laws of England and the parties hereby submit to the non-exclusive jurisdiction of the English Courts.
