Terms and Conditions

Last updated: 11-08-2026

1. Who we are

[BUSINESS NAME], [a company registered in England and Wales under number XXXXXXX / a sole trader], trading as [TRADING NAME].

Registered address: [ADDRESS] · Email: [EMAIL] · VAT number: [IF REGISTERED]

We sell gluten-free and dairy-free food and related products through [WEBSITE URL].

2. These terms

These terms apply to every order. We may change them; the version in force when you order is the one that applies. Business customers: [separate terms apply].

3. Your account

Keep your login details confidential — you’re responsible for activity under your account. You must be 18 or over to order.

4. How a contract is formed

  • Your order is an offer to buy, not a binding contract.
  • Our acknowledgement email is not acceptance.
  • A contract exists only when we send a dispatch confirmation.
  • If we can’t accept (supplier out of stock, pricing error, undeliverable address), we’ll tell you and refund in full.

5. Products

Images are illustrative; manufacturers change recipes and packaging without notice. Always read the label on the  product you receive — the manufacturer’s on-pack allergen and ingredient information takes precedence over anything on our website.

Allergens and dietary claims — important

  • “Gluten free” and “dairy free” claims are the manufacturer’s, made under the labelling rules that apply to them.
  • Some products are made in facilities that also handle gluten, milk or nuts. Precautionary “may contain” warnings will normally appear on the pack.
  • If you have coeliac disease or a serious allergy, check the physical label before consuming and consult the manufacturer or your healthcare professional if in any doubt.
  • Nothing here excludes our liability for death or personal injury caused by our negligence, or for breach of your statutory rights.

[BUSINESS NAME], [a company registered in England and Wales under number XXXXXXX / a sole trader], trading as [TRADING NAME].

Registered address: [ADDRESS] · Email: [EMAIL] · VAT number: [IF REGISTERED]

We sell gluten-free and dairy-free food and related products through [WEBSITE URL].

6. Price and payment

Prices are in [£ GBP] and include VAT unless stated. Delivery is shown separately before you pay. Price changes don’t affect confirmed orders. If we spot an obvious pricing error before dispatch, we’ll ask whether you want to proceed at the correct price or cancel for a full refund. Payment is taken at order via [PAYMENT PROVIDER]; we don’t store card details.

7. Delivery

  • We use a dropshipping model — your order ships directly from our supplier or the manufacturer, who receive your name and delivery address for that purpose (see our Privacy Policy).
  • Delivery times shown at checkout are estimates, not guarantees.
  • We deliver to [COUNTRIES]. Outside [UK/EU] you may owe import duties and customs charges.
  • We may reschedule dispatch of perishable items to avoid weekend or holiday arrival.
  • If a perishable order is refused or not collected and spoils as a result, we may be unable to refund it.
  • Risk passes on delivery; ownership  passes on payment in full.

If we miss a delivery deadline that was essential and you told us so, you may end the contract and get a refund.

8. Your right to cancel (consumers)

  • Under the Consumer Contracts Regulations 2013 and equivalent EU law, you normally have 14 days from receipt to change your mind. This does not apply to:
  • food and drink liable to deteriorate or expire rapidly;
  • sealed goods unsuitable for return on health or hygiene grounds once unsealed;
  • goods inseparably mixed with other items after delivery.

Given what we sell, many items are  exempt. Each product page states whether an item is non-returnable. To cancel an eligible order, email [EMAIL] with your order number or use the model cancellation form at [LINK]. Return goods within 14 days of telling us; you pay return postage unless the goods are faulty or misdescribed. We refund within 14 days of receiving the goods, including standard outbound delivery, to your original payment method. We may reduce the refund to reflect handling beyond what’s needed to examine the goods.

9. Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your order arrives damaged, spoiled, past its use-by date, or is the wrong item, email [EMAIL] within [X] days with your order number and a photo. We’ll replace it or refund you in full, including return costs. Don’t consume  any product you believe is unsafe or  wrongly labelled — contact us instead.

10. Our liability

  • We don’t exclude liability where it would be unlawful to do so: death or personal injury from our negligence, fraud, defective products under the Consumer Protection Act 1987, or breach of your statutory consumer rights.
  • We’re responsible for foreseeable loss caused by our breach or lack of reasonable care.
  • We’re not liable for unforeseeable loss or business losses; we supply for domestic and private use only.
  • Where a product is defective through a manufacturer’s fault, we’ll still honour your rights against us as the seller.

[Insert a separate liability cap for business  customers if you sell B2B.]

11. Events outside our control

We’re not liable for delays caused by events beyond our reasonable control (supplier failure, courier disruption, extreme weather, strikes, import restrictions). You may cancel undelivered goods for a full refund.

12. Website use and content

Site content is owned by us or our licensors and may not be reused commercially without permission. Don’t misuse the site or attempt unauthorised access. If you post a review, you grant us a non-exclusive, royalty-free licence to use it; we may remove content that is unlawful, misleading, or makes health claims we can’t substantiate.

13. Complaints and disputes

Contact us first at [EMAIL]; we aim to respond within [X] working days. If unresolved, [ADR provider, if you use one]. EU consumers can also use their national ADR bodies.

14. Governing law

Governed by the law of England and Wales. If you’re a consumer resident in the EU, this does not deprive you of the mandatory consumer protections of your home country, and you may bring proceedings in your local courts.

15. Other

We may transfer our rights to another organisation without affecting your rights. If part of these terms is found unlawful, the rest remains in force. Delay in enforcing these terms doesn’t waive them.

Two things to watch:

  • Section 8 is the one that catches food sellers out. Most sites copy a generic “14-day returns” clause; for perishables that’s a promise you may not want to make, and for shelf-stable sealed goods you do still owe the 14 days. Mark each product page accordingly.
  • Section 5 is your allergen shield, but it isn’t armour. You’re the seller, so you carry liability for misdescription even though a supplier wrote the label. Worth checking your supplier contracts have an indemnity, and that you hold product liability insurance.