Online customer terms & conditions

Trewithen Dairy reserves the right to withdraw the promotion at any time.

1. THESE TERMS

1.1  What these terms cover. These are the terms and conditions on which we supply our products to you.

1.2  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 products 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 please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1  Who we are. We are Erhmann Cornish Diary Ltd trading as Trewithen Dairy a company registered in England and Wales. Our company registration number is 06155887 and our registered office is at Greymare Farm, Lostwithiel, Cornwall, PL22 0LW. Our registered VAT number is 906722919.

2.2  How to contact us. You can contact our customer service team using the email address or phone number at the top of this page

2.3  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.

2.4  “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. OUR CONTRACT WITH YOU

3.1  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.

3.2  If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is 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 product or because we are unable to meet a delivery deadline you have specified.

3.3  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.

3.4 We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.

4. OUR PRODUCTS

4.1  Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the products accurately, we cannot guarantee that a device’s display of the products accurately reflects the products. Your product may vary slightly from those images.

4.2  Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

4.3 Product substitution.  If an item is out of stock. we reserve the right to substitute for a similar item or items if necessary.

5. YOUR RIGHTS TO MAKE CHANGES

5.1 If you wish to make a change to the product you have ordered please contact us. 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 product, 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – Your rights to end the contract).

6. OUR RIGHTS TO MAKE CHANGES

6.1  Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements.

6.2  More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make the following changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

7. PROVIDING THE PRODUCTS

7.1  Delivery costs. Costs of courier delivery are included in the product prices quoted on the website.

7.2  When we will provide the products. During the order process you will be able to select a preferred date for delivery. During busy periods, such as Christmas and Mother’s Day, some dates may not be available due to high demand and we therefore suggest ordering early to avoid disappointment. Changes to a selected delivery date may sometimes be necessary but, in the event of this, we will notify you prior to delivery.

7.3  We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.
Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4  Delivery by courier. If you have requested your products to be delivered to your address they will be delivered by a third party courier.

7.5  If you are not home when the product is delivered. If no one is available at your address to take delivery on your specified delivery date and the products cannot be posted through your letterbox, the courier will leave the parcel in the designated safe place which you can indicate at the checkout. If no safe place has been instructed and delivery cannot be made, you will be asked you to collect the products from a local depot of the third party courier. In this instance we recommend collection as soon as possible due to the perishable nature of the goods.
If a safe place is specified and followed by the courier, the parcel will be considered as delivered ‘as per instructions’ and the courier company will not be responsible for damage or loss.

7.6 Changing a delivery date. If you need to change a delivery date after an order has been placed, please notify us at sales@trewithendairy.co.uk or on 01208 228700. Delivery dates can be amended up until 10am the day prior to the booked delivery slot. We cannot change a delivery date after this cut-off as the order will already be despatched. It is possible to reschedule a delivery directly with our third-party courier, however we do not recommend this due to the perishable nature of the goods. Trewithen Dairy does not accept liability for any loss or quality issue encountered as a result of a delivery being rearranged directly with a third party courier.

7.7 Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:

• 7.7.1  we have refused to deliver the goods;
• 7.7.2  delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
• 7.7.3  you told us before we accepted your order that delivery within the delivery deadline was essential.

7.8  Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

7.9  Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 7.7 or clause 7.8, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us 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 contact us using the email address or phone number at the top of this page for a return label or to arrange collection.

7.10  When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.

7.11  When you own goods. You own a product which is goods once we have received payment in full.

7.12  What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. 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 clause 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 products 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.

7.13  Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

• 7.13.1  update the product to reflect changes in relevant laws and regulatory requirements;
• 7.13.2  make changes to the product as requested by you or notified by us to you (see clause 6).

7.14  Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 2 weeks in any 1 month we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 2 weeks and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

8. YOUR RIGHTS TO END THE CONTRACT

8.1 You can always 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, how we are performing and when you decide to end the contract:

• 8.1.1  If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced), see clause 11;
• 8.1.2  If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
• 8.1.3  If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
• 8.1.4  In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.

8.2  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 products which have not been provided and you may also be entitled to compensation. The reasons are:

• 8.2.1  we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
• 8.2.2  we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
• 8.2.3  there is a risk that supply of the products may be significantly delayed because of events outside our control;
• 8.2.4  we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 2 weeks; or
• 8.2.5  you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.7).

8.3  Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4  When you don’t have the right to change your mind. You do not have a right to change your mind in of the following products:

• 8.4.1  perishable goods such as milk or cream which will only be expected to last until their specified use by date;
• 8.4.2  products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
• 8.4.3  any products which become mixed inseparably with other items after their delivery.

8.5  How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods, unless:

• 8.5.1  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.
• 8.5.2  Your goods are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.

8.6 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 clause 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 product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract depending on the date on which you end the contract, as compensation for the net costs we will incur as a result of your doing so.

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

9.1  Tell us you want to end the contract. To end the contract with us, please let us know by Phone or email. Contact customer services using the email address or phone number at the top of this page. Please provide your name, home address, details of the order and, where available, your phone number and email address.

9.2  Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must return the goods by posting them back to us at Greymare Farm, Lostwithiel, Cornwall, PL22 0LW. Please contact customer services using the email address or phone number at the top of this page. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

9.3 When we will pay the costs of return. We will pay the costs of return:

• 9.3.1  if the products are faulty or misdescribed;9.3.2  if you are ending the contract because we have told you of an upcoming change to the product 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.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

9.4  How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

9.5  Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

• 9.5.1  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.
• 9.5.2  The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

9.6  When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

• 9.6.1 Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.

10. OUR RIGHTS TO END THE CONTRACT

10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

• 10.1.1 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
• 10.1.2 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11. IF THERE IS A PROBLEM WITH THE PRODUCT

11.1  How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can contact our customer service team using the email address or phone number at the top of this page or write to us at Greymare Farm, Lostwithiel, Cornwall, PL22 0LW.

11.2  Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:up to 30 days: if your goods are faulty, then you can get an immediate refund.up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.See also clause 8.3.Please note that the above provisions do not apply to perishable goods which cannot be rejected once their use by date has expired. The use by date if not specified on the product will be the reasonable expected lifespan of the perishable product.

11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage or collection. Please contact customer services using the email address or phone number at the top of this page for a return label or to arrange collection.

12. PRICE AND PAYMENT

12.1  Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.

12.2  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 product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3  What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

12.4  When you must pay and how you must pay. We accept payment from all major debit and credit cards. You must pay for the products before we dispatch them.

12.5  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. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

13.1  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.

13.2  We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; and fit for any particular purpose made known to us.

13.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. HOW WE MAY USE YOUR PERSONAL INFORMATION

14.1  How we will use your personal information. We will use the personal information you provide to us:

• 14.1.1  to supply the products to you;
• 14.1.2  to process your payment for the products;
• 14.1.3  to ensure that third party couriers can make deliveries to you; and
• 14.1.4  if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

14.2  We will only give your personal information to third parties where the law either requires or allows us to do so.

15. OTHER IMPORTANT TERMS

15.1  We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

15.2  You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

15.3  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 clause 15.2 in respect of our guarantee.

15.4  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.

15.5  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 products, we can still require you to make the payment at a later date.

15.6  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 products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

15.7  Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. Please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.