BUSINESS TO CONSUMER – ONLINE TERMS AND CONDITIONS BETWEEN A BUSINESS AND CONSUMER FOR THE SALE OF GOODS
These terms and conditions form the basis on which you can visit us and our website. Please read them carefully as they contain important information.
General terms and conditions
This site is owned and operated by Sweet Remedies Ltd of 16, Pine Gardens, Tranch, Pontypool, Torfaen, NP4 6BS.
About Sweet Remedies
All information provided on our website and on this page ensure we are fully compliant with the EU Distance Selling Directive. Sweet Remedies is owned by Sweet Remedies Ltd. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us using our contact form or phone 07882731547.
1. The contract between us
We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Payment of the price for the goods represents an offer on your part to purchase the goods, which will be accepted by us only when the goods are dispatched. Only at this point is a legally binding contract created between us.
2. Acknowledgement of your order
To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us.
Processing Your Order
We process orders on working days which are 8.00am to 5.30pm Monday to Friday and 9.00am to 4.00pm on Saturdays. This excludes Bank Holidays. We will aim to have sufficient stock at all times, however, if for any reason we are short of stock and are unable to fulfil your order we will contact you via email to ask whether you would like an alternative product, a refund or to hold the order until new stock arrives.
We reserve the right to cancel and refund any order if we have reason to believe that the order is fraudulent, or if we are unable to contact you due to an invalid email address and telephone number being provided.
3. Ownership of rights
All rights, including copyright, in this website are owned by or licensed to Sweet Remedies Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.
4. Accuracy of content and quality of our product
We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only.
Sweet Remedies only sends out the best quality products to our customers that are well within their best before date. However, we cannot accept responsibility for deterioration caused by climatic conditions or transportation once the goods have left our premises.
Upon receipt, to ensure your sweets remain in the good condition, store them in a cool, dry place. We also recommend that they’re consumed within four weeks to be enjoyed at their best.
We do not manufacture the sweets ourselves. We buy them from reputable wholesalers and only use well-known branded sweets, therefore, if you have a quality issue with a sweet we will require it to be returned before we can offer any recompense and to enable us to investigate fully.
Our product descriptions show an approximate weight for the product and for the total package. This is a guide only to help you keep track of the delivery charge, not the exact weight of sweets you will receive. Exact quantities and weights for individual jar/sweet choices are shown in each product description so you know exactly what you will get.
A full list of ingredients (including any allergens) for all our sweets can be found via the individual sweet descriptions on our website. We stock a range of sweets from different manufacturers, therefore, we cannot guarantee that our products are free of nuts or nut traces. We ensure that the re-packaging of sweets into jars is done in accordance with strict food safety guidelines. Please go to food.gov.uk/ratings to find out the food hygiene rating for our business, or please see our website.
We aim to meet our environmental commitments, we therefore choose the most minimal packaging to send your order without compromising the presentation or affecting the quality of the sweets.
5. Damage to your computer
We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.
All orders are subject to acceptance and availability. If a part of the product is out of stock for your purchased item, we will substitute it with something else if we have not been able to contact you via email or phone (if you have supplied them) to ask whether you would like an alternative choice, a refund or to hold the order until new stock arrives.
7. Ordering errors
You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process.
If you choose to create your own message label, you must use the ‘Contact Us’ form on our website noting your order details, order confirmation number and the message you would like on the label after you have placed your order. If you have chosen to create your own message label and do not contact us, we will not be able to process your order and will contact you by email or phone (if you have supplied them). All requests for your own message on the label must be made in writing and cannot be taken over the phone. Please ensure that the message is accurate (spelling, punctuation, etc) as no corrections will be made by ourselves and cannot be rectified/refunded afterwards.
The prices payable for goods that you order are as set out on our website. All prices are correct at the time of entering information and we do not charge for VAT.
Where it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, and offer to sell you the goods of the specification and description at the price stated in the email and will state in the email the period for which the offer or the price remains valid.
9. Payment terms
We will take payment upon receipt of your order from your credit or debit card. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.
10. Delivery charges
Delivery charges vary according to the type of goods ordered. Please see our Delivery information page.
11.1 Our delivery charges are set out on our Delivery information page on our website.
11.2 You will be required to pay extra for delivery and it might not be possible for us to deliver to some locations.
11.3 Please note that we are only able to deliver to addresses within the United Kingdom, but excluding the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles.
11.4 We will normally dispatch orders within 1-2 working days. This excludes Bank Holidays.
11.5 We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Once your order leaves us we are unable to change address information or redirect orders without incurring charges which you will need to cover. If we cannot contact you to verify delivery details due to an invalid email address and/or telephone number being given we reserve the right to cancel the order. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed and therefore time is not of the essence. In any event, we will aim to deliver your goods within 7 days from the day after the day we received your order. If delivery is delayed beyond this time, we will contact you and either agree a mutually acceptable alternative date or offer you a full refund.
11.6 If an order going to a UK address is not received within the delivery time frame specified in your dispatch email we advise prompt follow-up. In any event, if you have not received your order within 7 days of despatch please contact us and we will investigate. As the items will not fit through a standard size letter box, please ensure that you check with your local Royal Mail or courier depot before contacting us.
11.7 If an item is returned to us as a result of a recipient not following up on the delivery within the time frame, an additional charge will be liable to repackage and resend, or alternatively we will refund minus the delivery charge.
11.8 If your order is returned to us because the recipient has failed to respond after Royal Mail or our courier has attempted deliveries and notified them, you must cover the cost of resending the order should you wish to do so. If you choose not to resend your order after it’s been returned we will refund you the value of the product only, not the delivery costs.
11.9 In the unlikely event that your order goes missing, we will offer to send a replacement order or refund. Our courier deliveries can be delivered any time during working hours; however, we are unable to provide an ETA – we do not offer a timed service.
11.10 Unless you instruct us otherwise, orders are automatically authorised to be left with a neighbour if the recipient is out (they will always try to deliver it directly first though). In this event, our courier or Royal Mail will leave a card advising you where they have left your package. If you DO NOT want your order to be left with any neighbours or there is a safe place where you’re happy for it to be left please tell us in the delivery instructions box when you check out so we can inform them.
11.11 You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
12. Risk and ownership
Risk of damage to or loss of the goods passes to you at the time of delivery to you. If you choose to use your own courier then the risk passes to you as soon as the goods are handed to your courier. You will only own the goods once they have been successfully delivered.
13. Cancellation rights
13.1 Under ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134’ you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.
13.2 Should you wish to cancel your order, you can use the Cancellation Form provided on our website, or alternatively you can notify us by any other clear statement.
13.3 You cannot cancel your order if the goods you have ordered are bespoke (i.e. you have chosen your own message label).
13.4 If you have received the goods before you cancel your order then you must send the goods back to our contact address at your own cost and risk. If you cancel your order but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible. You can return goods to us that are not bespoke within 7 days of receiving them under the Distance Selling Regulations, if they are unused and in re-sellable (new) condition. You will be responsible for arranging and paying the return postage – we recommend a signed-for service to avoid postal losses or delays.
13.5 Once you have notified us that you are cancelling your order, upon receiving your return, if the items are in the condition described above, we will refund the value of the items (the postage is not refundable in such cases) within 14 calendar days.
Goods should be returned to:
Sweet Remedies Ltd
16, Pine Gardens
S. Wales, NP4 6BS
14. Cancellation by us
14.1 We reserve the right not to process your order if:
14.1.1 We have insufficient stock to deliver the goods you have ordered;
14.1.2 We do not deliver to your area; or
14.1.3 One or more of the goods you ordered was listed at an incorrect price due
to a typographical error or an error in the pricing information received by us from our suppliers.
14.2 If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
15. If there is a problem with the goods
15.2 We are under a legal duty to supply goods that are in conformity with this contract and in accordance with the Consumer Rights Act 2015 (the Act).
15.3 If you wish to exercise your legal rights to reject goods which do not conform with the Act 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) or allow us to collect them from you. We will pay the cost of postage or collection.
16.1 Unless agreed otherwise, if you do not receive goods ordered by you within 30 days of the date on which you ordered them and decide to cancel the order rather than re-arrange delivery (in accordance with clause 11), we will provide you with a full refund.
16.2 We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do or is due to events which are beyond our reasonable control.
16.3 Furthermore, we do not accept liability for any losses related to any business of yours including but not limited to: lost data, lost profits, lost revenues or business interruption.
16.4 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
16.5 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence. You have certain rights as a consumer including legal rights (e.g. under the Act) relating to faulty and/or mis-described goods.
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Sweet Remedies Ltd, 16, Pine Gardens, Tranch, Pontypool, Torfaen, NP4 6BS and all notices from us to you will be displayed on our website from time to time.
18. Changes to legal notices
We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.
19. Law, jurisdiction and language
This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
22. Third party rights
Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.
23. Other important terms
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 submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.