Terms and Conditions
These terms will apply to any contract between us for the sale of products and to you.
Please read these terms carefully and make sure that you understand them, before ordering any products from our website.
All products are posted once weekly on Friday afternoon or Saturday morning.
Please note that by ordering any of our products, you agree to be bound by these terms and the other documents expressly referred to within them. You should print a copy of these terms or save them to your computer for future reference. We amend these terms from time to time as set out in clause 8. Every time you wish to order products, please check these terms to ensure you understand the terms which will apply at that time. These terms, and any contract between us, are only in the English language. As stated below, we do not accept returns from stockists under any circumstances, even unopened products.
1. INFORMATION ABOUT US
1.1 We operate the website www.norfolkorganics.co.uk. Our registered office is at Unit 18261, PO Box 7169, Poole, BH15 9EL
1.2 To contact us, please see our 'Contact Us' page on
2. OUR PRODUCTS
2.1 The images of the products on our site are for illustrative purposes only. Although we have made every effort to display the colours and products accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of our products. Your purchased products may vary slightly from those images.
2.2 Although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our site have a 5% tolerance.
2.3 The packaging of the products may vary from that shown on images on our site.
2.4 All Products shown on our site are subject to availability. We will inform you by email as soon as possible if the product/s you have ordered is not available and we will not process your order if unavailable.
3. USE OF OUR SITE
3.1 Your use of our site is governed by our Terms of Website Use and Website Acceptable Use Policy. Please take the time to read these, as they include important terms which apply to you.
4. HOW WE USE YOUR PERSONAL INFORMATION
5. IF YOU ARE A CONSUMER
This clause 5 only applies if you are a consumer.
5.1 If you are a consumer, you may only purchase products from our site if you are at least 18 years old.
5.2 As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these terms will affect these legal rights.
6. IF YOU ARE A BUSINESS CUSTOMER
This clause 6 only applies if you are a business.
6.1 If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products.
6.4 You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Contract.
7. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
7.1 For the steps you need to take to place on order on our site, please follow the instructions on the website by clicking on the relevant shop page at www.thenorfolkapothecary.com. – Personal users. Business users email orders only are accepted.
7.2 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
7.3 After you place an order, you will receive an e-mail from us within 24 hours acknowledging that we have received your order and we will then request payment details in relation to order stock. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 7.4.
7.4 We will confirm our acceptance to you by sending you an e-mail that confirms that the products are in stock and will be dispatched within 5 working days. The Contract between us will only be formed when we send you the Dispatch Confirmation.
7.5 If we are unable to supply you with a product, for example because that product is not in stock or no longer available or because of an error in the price on our site as referred to in clause 12.5, we will inform you of this by e-mail and we will not process your order. If you have already paid for the products, we will refund you the full amount as soon as possible.
8. OUR RIGHT TO VARY THESE TERMS
8.1 We may revise these Terms from time to time in the following circumstances:(a) changes in how we accept payment from you; and/or (b) changes in relevant laws and regulatory requirements; and/or (c) any other circumstance dictated by our business needs.
8.2 Every time you order products from us, the terms in force at that time will apply to the contract between you and us.
8.3 Whenever we revise these terms in accordance with this clause 8, we will keep you informed and give you notice of this by stating that these terms have been amended and the relevant date at the top of this page.
9. YOUR CONSUMER RIGHT OF RETURN AND REFUND
This clause 9 only applies if you are a consumer.
9.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling Regulations 2000) during the period set out below in clause 9.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
9.2 However, this cancellation right does not apply inter alia in the case of: (a) any made-to-measure or custom-made products or products made to your specification or clearly personalised; (b) perishable goods, such as food, drink or fresh flowers; (c) software, DVDs or CDs which have a security seal which you have opened or unsealed.
9.3 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation, which is when the Contract between us is formed. If the products have already been delivered to you, you have a period of 7 (seven) working days in which you may cancel, starting from the day after the day you receive the products. Working days means that Saturdays, Sundays or public holidays are not included in this period.
9.4 To cancel a contract, please contact us in writing to tell us by sending an e-mail to firstname.lastname@example.org.
You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e- mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.
9.5 You will receive a full refund of the price you paid for the products and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 9.4. If you returned the products to us because they were faulty or mis-described, please see clause 9.6.
9.6 If you have returned the products to us under this clause 9 because they are faulty or mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
9.7 We refund you by the method you used to pay.
9.8 If the Products were delivered to you: (a) you must return the products to us as soon as reasonably practicable. (b) unless the Products are faulty or not as described (in this case, see clause 9.6), you will be responsible for the cost of returning the products to us; (c) you have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.
9.9 Details of your legal right to cancel and an explanation of how to exercise it are provided in the dispatch confirmation.
9.10 As a consumer, you will always have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 9 or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
10.1 Your order will be fulfilled by the estimated posting date of 5-7 working days, unless there is an event outside our control. If we are unable to meet the estimated posting date because of an event outside our control, we will contact you with a revised estimated delivery date.
10.2 Delivery will be completed when we deliver the products to the address you gave us.
10.3 Please arrange for someone to sign for them
10.4 The products will be your responsibility from the completion of delivery.
10.5 You own the Products once we have received payment in full, including all applicable delivery charges.
11. INTERNATIONAL DELIVERY
11.1 We deliver to the UK and to SOME overseas destinations - please contact us BEFORE placing your order if you are outside the UK.
12. PRICE OF PRODUCTS AND DELIVERY CHARGES
12.1 The prices of the products will be as quoted on our site. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However, if we discover an error in the price of Product(s) you ordered, please see clause12.5 for what happens in this event.
12.2 Prices for our Products may change from time to time, but changes will not affect any order which we have confirmed with a despatch Confirmation.
12.3 The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.
12.4 The price of a product does not include delivery charges. Our delivery charges are as quoted on our site at the checkout. To check relevant delivery charges, please refer to the website. For international delivery charges, please contact us for a quote.
12.5 Our site contains a large number of products. It is always possible that, despite our reasonable efforts, some of the products on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that: (a) where the product's correct price is less than the price stated on our site, we will charge the lower amount when dispatching the products to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price; and (b) if the product's correct price is higher than the price stated on our site, we will contact you in writing as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
13. HOW TO PAY
13.1 You can only pay for products using PayPal or via bank transfer. We cannot as yet accept payment over the phone.
13.2 Payment for the products and all applicable delivery charges is in advance.
14. OUR WARRANTY FOR THE PRODUCTS
14.1For Products which do not have a manufacturer's guarantee, we provide a warranty that on delivery and for a period of 2 months from delivery, the Products shall be free from material defects. However, this warranty does not apply in the circumstances described in clause 15.2.
14.2 The warranty in clause 17.1 does not apply to any defect in the products arising from: (a) fair wear and tear; (b) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party; (c) if you fail to operate or use the products in accordance with the user instructions; (d) any alteration or repair by you or by a third party who is not one of our authorised repairers; or (e) any specification provided by you or personal contamination.
14.3 If you are a consumer, this warranty is in addition to your legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
15. OUR LIABILITY IF YOU ARE A BUSINESS
This clause 15 only applies if you are a business customer.
15.1 We supply the products for retail re-sale in your shop(s). However, you may not, without our written consent, re-sell any product at a price below the price at which you purchased that product from us or the prevailing price on our site for the product immediately before you re-sell the product, whichever the higher. If immediately before you re-sell the product, we no longer sell the product in question, then you may not, without our written consent, re-sell the product at a price below the price at which you purchased that product from us.
15.2 Nothing in these Terms limit or exclude our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or (d) defective products under the Consumer Protection Act 1987.
15.3 Subject to clause 15.2, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract for: (a) any loss of profits, sales, business, or revenue; (b) loss or corruption of data, information or software; (c) loss of business opportunity; (d) loss of anticipated savings; (e) loss of goodwill; or (f) any indirect or consequential loss.
15.4 Subject to clause 15.2 and clause 15.3, our total liability to you in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the value of your order.
15.5 Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.
16. OUR LIABILITY IF YOU ARE A CONSUMER
This clause 16 only applies if you are a consumer.
16.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract.
16.2 We only supply the products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
16.3 We do not in any way exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); (d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and (e) defective products under the Consumer Protection Act 1987.
17. EVENTS OUTSIDE OUR CONTROL
17.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an event outside our control. An event outside our control is defined below in clause 17.2.
17.2 An event outside our control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
17.3 If an event outside our control takes place and affects the performance of our obligations under a Contract: (a) we will contact you as soon as reasonably possible to notify you; and (b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our control. Where the event outside our control affects our delivery of Products to you, we will arrange a new delivery date with you after the event outside our control is over.
18. COMMUNICATIONS BETWEEN US
18.1 When we refer, in these Terms, to "in writing", this will include e-mail.
18.2 If you are a consumer: (a) to cancel a Contract in accordance with your legal right to do so as set out in clause 9, you must contact us in writing by sending an e-mail to or by sending a letter to the address provided above. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us; (b) if you wish to contact us in writing for any other reason, you can send this to us by e-mail or by pre-paid post to the address provided above You can always contact us on 01603 334566
18.3 If we have to contact you or give you notice in writing we will do so by e-mail or by pre-paid post to the address you provide to us in your order.
18.4 If you are a business: (a) any notice or other communication given by you to us, or by us to you, under or in connection with the Contract shall be in writing and shall be delivered personally, sent by pre-paid first class post or other next working day delivery service, e-mail; (b) notice or other communication shall be deemed to have been received: if delivered personally, when left at our registered office; if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second Business Day after posting; if sent by e-mail, one Business Day after transmission; (c) In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e- mail, that such e-mail was sent to the specified e-mail address of the addressee; (d) The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.
19. OTHER IMPORTANT TERMS
19.1 We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights or our obligations under these Terms.
19.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.
19.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
19.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
19.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
19.6 If you are a consumer, please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
19.7 If you are a business, a Contract and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
19.8 If you are a business, we both irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with a Contract or its subject matter or formation (including non-contractual disputes or claims).