Terms & Conditions

  1. These terms
    1. What these terms cover. These are the terms and conditions on which we supply products and services to you.
    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, using the details at 2.2. below.
  2. Information about us and how to contact us
    1. Who we are. Cooks Larder LTD a company registered in England and Wales. Our company registration number is 12704208 and our registered office is at Stamford Bridge Road, Dunnington Road, Dunnington, York, YO19 5LL.
    2. How to contact us. You can contact us by telephoning our customer service team at hello@cookslarder.co.uk or write to us at Unit 3d, Dove Court, Dove Way, Kirkbymoorside, York YO62 6QR.
    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 account.
    4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
  3. Our contract with you
    1. Your account. To place an order with us, you must first create an account. You must be at least 18 years of age to create an account. The information with which you complete the account must be accurate. If the information you gave given changes, you must promptly update your account details. If your account details are incorrect, then we may end the contract immediately, without compensation being payable from us to you. 
    2. No credit. We do not offer credit, all orders must be paid for in full at the point of ordering. If payment is withheld, then we will not deliver the goods.
    3. How we will accept your order. Our acceptance of your order will take place after you have created an account with us at the point we email the order confirmation to you. In order to open an account with us, you must be 18 years old or older.
    4. If we cannot accept your order. If we are unable to accept your order in full, we will inform you of this in writing and will not charge you for any product that is not in stock and cannot be delivered. 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 a credit reference we have obtained for you does not meet our minimum requirements, 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.
    5. 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.
    6. 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 addresses outside the UK.
  4. Products
    1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. 
    2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
    3. Substitute Products. We may substitute a product you have ordered with a similar product, should the original product be out of stock. If on delivery you decide that you would like to reject the substituted product, then you may do so by contacting us in writing. Upon receipt of this confirmation we will refund you and collect or pay to have the rejected substituted product returned to us.
  5. Your rights to make changes
    If you wish to change or cancel your order you must let us know in writing. If the cancellation is made more than 2 days prior to the delivery date, then you shall be refunded in full. If you cancel less than 2 days before the delivery date,  then we may charge you a late cancellation fee of £5 for orders up to £25 in value, and £10 for orders over £25 in value. This is to cover costs we may incur ordering in perishable products for your order, which we may be unable to sell within their shelf life. We will return the balance of the monies to you, less the late cancellation fee.
  6. Providing the products
    1. Delivery costs. The costs of delivery will be as displayed to you on our website at the time you place the order.
    2. When we will deliver the goods. During the order process a delivery date will be selected.
    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.
    4. Collection by you. If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours between 9am to 3pm excluding Sundays and Bank Holidays. 
    5. If you are not at home when the product is delivered. If no one is available at your address to take delivery then we shall leave the products in accordance with your delivery instructions. 
    6. Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery day for any goods then you may treat the contract as at an end straight away if we have refused to deliver the goods, other than for the reasons set out in these terms.
    7. Setting a new delivery date. 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 6.5, you can request  a new delivery day, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
    8. 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 and or the delivery instructions accepted in your order or you collect it from us.
    9. When you own goods. You own the goods once they are delivered.
    10. Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product due to:
      1. Lack of supply;
      2. Pandemic; or
      3. Delivery issues.
  7. Your rights to end the contract
    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:
      1. If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the replaced or to get some or all of your money back), see clause 10;
      2. If you have just changed your mind about the goods, see clause 7.2. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions, you will have to pay the costs of return of any goods and it will not apply in respect of perishable goods;
      3. In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.4.
    2. 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.
    3. When you don’t have the right to change your mind.  You do not have a right to change your mind in respect of:
      1. Perishable products, such as fruit, vegetables or diary products; or
      2. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.
    4. 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 7.1), 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. 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 reasonable compensation for the net costs we will incur as a result of your ending the contract.
  8. How to end the contract with us (including if you have changed your mind)
    1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
      1. email us at hello@cookslarder.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
      2. Online. Complete the form in your account.
      3. By post. Simply write to us at Stamford Bridge Road, Dunnington Road, Dunnington, York, YO19 5LL, including details of what you bought, when you ordered or received it and your name and address and order number.
    2. When we will pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed or are rejected substitute goods. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
    3. What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. 
    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.
    5. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
      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.
      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.
    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:
      1. If the products are goods and we have not offered to collect them, 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.
      2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
  9. Our rights to end the contract
    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:
      1. There is fraud on your account;
      2. 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, for example, delivery details;
      3. you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
      4. you do not, within a reasonable time, allow us access to your premises to supply the services; or
      5. you are under the age of 18.
    2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct reasonable compensation for the net costs we will incur as a result of your breaking the contract. 
    3. We may withdraw goods for sale. We may write to you to let you know that we are going to stop providing certain goods. We will let you know at in advance, and you will be refunded for any goods not supplied that you have ordered as a result.
  10. If there is a problem with the product
    1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can email or write to our customer service team at hello@cookslarder.co.uk, Stamford Bridge Road, Dunnington Road, Dunnington, York, YO19 5LL
    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. If your product is goods, for example 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. 
      
    3. Your obligation to return rejected products. If you wish to exercise your legal rights to reject products 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.
  11. Price and payment
    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 take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.
    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.
    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. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    4. When you must pay and how you must pay. We accept payment with PayPal and by Credit/Debit Card.
    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.
  12. Our responsibility for loss or damage suffered by you
    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. You are a consumer and are ordering goods from us that are not be resold. It is not therefore foreseen that losses could extend beyond a refund of the price you paid.
    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 and for defective products under the Consumer Protection Act 1987
    3. When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
    4. 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.
  13. How we may use your personal information
    We will only use your personal information as set out in our privacy policy.
  14. Other important terms
    1. We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation..
    2. You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. 
    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 14.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    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.
    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.
    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