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Consumer/Non Trade Account Trading Terms & Conditions

Updated: November 2023
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.
IMPORTANT. These trading terms apply if you order products from us as a ‘consumer’ for your own domestic and/or private use.  If you are a business ordering products, for use/re-sale by your business, please visit refer to our business terms before placing an order.
Please read these terms carefully before you submit your order to us.

1. About Us

1.1. Who we are: Thomas Ridley & Son, Limited trading as Thomas Ridley Foodservice (Company No.148692) registered in England and Wales with its registered office at 814 Leigh Road, Slough, SL1 4BD (“we” or “us”).
1.2. How to contact us: You can contact us by email to  Telephone calls may be recorded for ongoing training, development, record keeping and monitoring of staff.

1.3. How we may contact you: If we have to contact you we will do so by email, by telephone to the number you provide to us, or by writing to you at the billing address you provided to us in your online order.

2. Our Contract With You

2.1. 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.
2.2. 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 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.
2.3. Your order number: We will assign an order number to your order and tell you what it is when we accept your order.
2.4. Where we supply: We only sell and deliver products within Great Britain. Our website is solely for the promotion of our products in the UK. We do not accept orders from addresses outside of Great Britain.
2.5. Age restriction: You must be 18 years of age or older to place an order on this website. 

3. Changes

3.1. Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements.
3.2. In addition, we may make changes to these terms or the product (including pricing), 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 already paid for but not received.

4. Pricing

4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Copyright and all other intellectual property rights in all materials shown in our lists and/or on our website (including in any images or product data and/or pricing) shall remain, at all times, our property and you will not acquire any rights to such materials or be entitled to use them except as is expressly provided in these trading terms.
4.2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website. Whilst we make every effort to ensure that pack sizes shown are accurate, manufacturers may change their pack sizes. If there is a change to the size shown, we would supply the actual pack size at its price.
4.3. Our warranty. We warrant that the products will comply with the Consumer Rights Act 2015 and any other statutory or regulatory requirement applicable to them.

5. Delivery Of Products

5.1. Delivery address. We will deliver your products to the address provided when you placed the order. The person receiving the delivery must be 18 years of age or older. For age restricted items, at the time of delivery, we may ask for proof of age in order for us to make the delivery.
5.2. Delivery costs. For orders placed below £250 ( ex VAT ), a delivery charge of £5.99 ( ex VAT ) will be charged, and we would inform you of this when you place the order. There would be no delivery charge if your order is for £250 ( ex VAT ),  or above. 
5.3. Frozen Charges. There is an additional charge for frozen items bought on the website. For details of these charges please go to our shipping page.
5.4. 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. Orders are accepted subject to availability of the product from the manufacturer. Provided we notify you, 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.
5.5. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the courier will inform you of the next steps and you rearrange delivery direct with them.
5.6. When you become responsible for the products. A product will be your responsibility from the time we deliver it to the delivery address.
5.7. The products. Most food products with a life span of 12 months or less from the manufacturer must by law be dated either by ‘Best Before’ or a ‘Use By Statement’. We endeavour to ensure that all dated stock has an optimum remaining life when we deliver it to you. Please check the durability dates at the time delivery as we are unable to accept returned products relating to date coding after the time of delivery. If you have any questions or complaints about the product, please contact us.

6. Cancellation Rights

6.1. 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:
6.1.1.    If what you have bought is faulty or mis-described, you may have a legal right to end the contract;
6.1.2.    If you want to end the contract because of something we have done or have told you we are going to do, see clause 6.2;
6.1.3.    If you have just changed your mind about the product, see clause 6.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions or restrictions on certain products such as perishables.
6.2. 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 below the contract will end immediately and we will refund you in full for any products which have not been delivered. The reasons are:
6.2.1. we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 4.2);
6.2.2. 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;
6.2.3. there is a risk that supply of the products may be delayed significantly because of events outside our control;
6.2.4. 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 7 days; or have a legal right to end the contract because of something we have done wrong
6.3. Exercising your right to change your mind. 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 (Information, Cancellation and Additional Charges) Regulations 2013, are explained in more detail in these terms.
6.4. When you won’t have a right to change your mind. Your right as a consumer to change your mind does not apply in respect of:
6.4.1. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. This will apply to many types of food products purchased from our website;
6.4.2. any products which become mixed inseparably with other items after their delivery.
6.5. How long do you have to change your mind? You have 14 days after the day you (or someone you nominate) receives the products, unless your products 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.
6.6. How to end the contract with us. To tell us you want to end the contract, please let us know by doing one of the following:
6.6.1. by email. email Please provide your name, home address, details of the order and, where available, your phone number and email address. 
6.6.2. phone. To cancel an order please call our order enquiries line at 01359 271071
6.7. When we will pay the costs of return. We will pay the costs of return:
6.7.1. if the products are faulty or mis-described;
6.7.2. 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; or
In all other circumstances you must pay the costs of return.
6.8. How we will refund you. If you are entitled to a refund under these terms 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. 
6.9. When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:
6.9.1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a physical ‘bricks and mortar’ shop.
6.9.2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
6.9.3. Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
6.10. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then: 
6.10.1. 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. If we accept a return we will give you the return information then. 
6.10.2. in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

7. Our Right To End The Contract

7.1. We may end the contract if you break it. We may end the contract with you at any time by writing to you if you do not, within a reasonable time of us asking for it, provide us with the information that is necessary for us to provide the products, for example the delivery address. We may also end the contract if any of the information you have provided to us when the order was placed is discovered to be wrong or if you breach any material term of this contract following a notice by us to remedy that breach.
7.2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 7.1 we will refund any money you have paid in advance for products we have not delivered but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

8. Price & Payment 

8.1. Where to find the price for the product. The price of the product 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.
8.2. What happens if we get the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will 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.
8.3. 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.
8.4. How to pay. We accept payment with Visa Debit, Visa Credit, Mastercard, Google Pay, Apple Pay and Paypal.
8.5. You must pay for products before we dispatch them. We will take payment from your card once your order has been placed.
8.6. 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. 

9. Our Liability To You

 9.1. We do not exclude or limit in any way our liability to you where it would be unlawful for us 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; and for defective products under the Consumer Protection Act 1987.
9.2. As a consumer we only supply the products to you for domestic and private use and not for resale.  We are not liable to you for business type losses (loss of profit, loss of revenue, loss of business, loss of goodwill, loss of contract, loss of opportunity, loss of reputation) or for any indirect, consequential or purely economic loss.

10. General 

10.1. We may transfer this contract to someone else. We may transfer our rights and obligations under these terms to another organisation. If we do so, we will make sure that your rights to enforce this contract are not unfairly prejudiced by the transfer.
10.2. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
10.3. 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.
10.4. 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.
10.5. These terms are governed by English law.  You can bring a claim in respect of the products in the English courts and if you live in Scotland you can bring such claim in either the Scottish or the English courts.