Terms & Conditions

These Terms and Conditions apply to “You”, the customer and Waveney Lodge Honey (“Us, We, Our”) as the supplier. They form a contract (order) between both parties and are covered by the “Consumer Contracts Regulations” in the UK. These Terms and Conditions come into affect on submission of your order.

Orders

You can place your order for goods online, by telephone or by post. As some of our items may be limited we request postal customers reserve stock before sending/making any payments. Online orders and telephone orders are reserved automatically at the time of order. If you send us a payment without first reserving stock, we may not be able to fulfil your order and in this case will return payment.

All orders are pending when submitted and are deemed not to have been accepted by us at that stage. Only when the goods are dispatched will the order have been accepted by us. For orders placed online, we will confirm that the goods have been dispatched by a separate e-mail. We reserve the right not to accept an order without reason and return any payment made.

Prices

All prices are listed in UK pounds sterling (GBP). Prices are subject to change at any time, as are any special offers/promotions. Prices and offers selected as part of your order will be honoured and not affected by any price/offer changes made subsequent to your order being placed.

Tax

All honey orders are zero rated for VAT on both goods and shipping. Other goods for delivery within the UK may be subject to 20% VAT on both products and shipping. Any products subject to VAT will be clearly indicated.

Payments

You can pay us for goods online by Visa, MasterCard, Visa Delta, Maestro, Visa Electron, American Express, JCB and PayPal. Bank transfer payments are possible by prior agreement.

All payments are processed by us in UK pounds sterling (GBP). You are responsible for any local transaction fees your bank or card provider may charge. Currency exchange rates are determined by your bank or card provider and you are recommended to confirm the prevailing rate before placing an order.

All postal payments are sent at your own risk. We cannot be held responsible for any payments that go missing in the post. We will return any incorrect payment methods received to the address supplied with the payment; if no address is included, then payment will be held until we are contacted.

Communication

Communication regarding orders placed online is made via e-mail so please ensure a valid working account is used and check your e-mail if you are expecting a message from us. If you use one of the free e-mail services such as “Yahoo” or “Hotmail” and are expecting an e-mail from us please check your “Bulk” or “Spam” folders as sometimes your mail program can hide our e-mails there.

All e-mail communication is deemed as “not secure” therefore any sensitive information must not be included with such communication e.g. credit card numbers. We cannot be held responsible for any information transmitted in this way becoming compromised by a third party.

You can always contact us by telephone using the details on the Contact Us page. We may also contact you by telephone if there is a problem with your order.

Stock Levels

We try to maintain accurate stock levels on our website and you are only able to order items that are in stock and available for immediate sale. Unfortunately, an occasion may arise when we may not be able to fulfil your order due to an incorrect stock level, simultaneous telephone order or other circumstances outside our control. On an occasion such as this, we will contact you to advise the situation and offer either a partial order, full cancellation of your order or supply a substitute item where available.

Product Images and Description

All product descriptions and images are offered in good faith. Whilst we take every reasonable effort to ensure the product information is correct, there may be errors or omissions in the descriptions and/or images provided. Any images shown for a product are intended to be representative only.

Order Amendments

To guarantee any order adjustments before dispatch, please telephone us; e-mail amendments are usually sufficient, but may be subject to a time overlap if we have processed your order before receiving your e-mail. Will we advise you of any required payment or refund for the amendment by telephone or e-mail.

Order Cancellation

You can cancel any order that has not been dispatched by notifying us by telephone or e-mail.

When you cancel an order, we will refund the price paid, less any direct cost of recovering the goods (when applicable), within a period of 14 days from the date of cancellation by either card refund or cheque as appropriate.

If you wish to cancel your order under the “Consumer Contracts Regulations” in the UK, then please note the following:

• You must notify us within 14 working days of receiving the goods by telephone or e-mail.
• You must return the goods to us in their original condition, all tamper seals intact and undamaged. You are required to take reasonable care of the goods following their receipt and throughout the cancellation period.
• You will be responsible for any delivery costs incurred in returning the order, unless the goods being returned were supplied as substitutes in which case we will incur the cost of the return. You must take reasonable care to ensure that we receive all goods and that they are not damaged in transit.
• If you do not arrange to return the goods to us, then you are under a duty to make the goods available for collection at your expense from the address to which they were delivered.

Return of Goods

Please do not send any goods back to us until we have provided you with a returns number. You are requested to return any applicable manufacturers' packaging to us and you should try to send the items back in the same or equivalent packaging in which you received them.

If you wish to return goods believed to be damaged or of unsatisfactory quality, then you should Contact Us immediately that you become aware of the situation. We shall at our option replace such goods or refund the price of such goods and you may be required to return the goods to us. If returned goods are found to be of satisfactory quality, then we reserve the right to refuse or limit any refund.

Whilst in possession of the goods you are under a statutory duty to take reasonable care of them. We reserve the right to claim against you for goods returned which have been made unfit for resale or damaged whilst in your possession.

If you wish to return goods for any reason other than defect or order cancellation, then at our discretion we may refund the cost of returned items subject to a 20% handling charge.

Re-Deliveries

Parcels returned to us as “Not Called For”, “Incorrect Address” or “Refused” and are required to be re-delivered will require the additional postage costs being paid before item is re-sent. We will advise of these charges before re-delivery and if not accepted, the cost of goods alone will be refunded.

General Terms of Business

Our “Terms and Conditions” are covered by current laws for the United Kingdom. Your “Statutory Rights” are not affected.