Thank you for visiting Dower House Honey Ltd’s website.  PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY as they set out the rules for using our website and for buying products from us.

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Who we are and how to contact us

www.dowerhousehoney.com is a website operated by Dower House Honey Ltd ("We", “Us”, “Our”). We are registered in England and Wales under company number 12817245 and have our registered office and trading address at 10 Curly’s Way, Swallowfield, Reading, Berkshire, RG7 1QZ.

 

You can find out about us and our products on the website before you order. Upon any order, we confirm key order information to you in writing, by email or in your online account.

 

To contact us, please email dowerhousehoney@gmail.com. 

 

By using our site you accept these terms

By using our site and ordering products from us, you confirm that you accept these terms and conditions and that you agree to comply with them.  If you do not agree to these terms and conditions, please refrain from using our site. Please refer to our Privacy Policy to understand how we may use your personal information.  We may amend these terms and conditions from time to time.  Please check each time you use our site or order products from us. We may make changes to our site or suspend or withdraw the site.  We may update and change our site and these terms and conditions from time to time to reflect changes to our products, our users' needs and our business priorities.

You must be aged 18 or over to use the site and to make purchases.  If your order is for our alcoholic drinks, we reserve the right to withhold delivery to persons who cannot prove that they are 18 or over, or appear to be under 18, or may be under the influence of alcohol.  Please drink responsibly; for more information on alcohol responsibility please visit http://www.responsibledrinking.org/. 

Our site is directed to people residing in the United Kingdom and we only deliver to addresses in the UK.

You must keep any account details safe

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If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password at any time if in our reasonable opinion you have failed to comply with any of the provisions of these terms and conditions.

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Products and Prices

Our products are shown on our website, and are subject to availability.  We try to ensure that any details, descriptions and prices are accurate.  Photographs are for guidance only, and bottle and jar shapes, appearance, labels and colours may vary.  We do not have to supply products at the prices shown if there is an obvious manifest error. 

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We can make changes to a product to deal with technical issues, to make adjustments or improvements, or to reflect changes in relevant laws and regulatory requirements.  We may suspend supply as a result or for other reasons, or withdraw a product from sale.  If any such product changes or changes in supply affect the price or delivery of your order, we will contact you for your instructions.  Prices shown include any VAT.  You will be charged the prevailing rate of VAT on the day of your order.  We reserve the right to alter prices of our products without notice.

 

Orders and payment

We contact you (normally by email) to confirm we've received your order.  Your order is only accepted by us (and a contract is formed between us) when we dispatch or supply the product to you.  We may reject or cancel an order (and end the contract) if, for example, a product is out of stock, or we can’t verify your age, or you are located outside the UK, or because we reasonably believe you are offering the products for re-sale without our prior agreement, or if we do not receive payment in full from you. 

Payment in full must be made at the time or order.  We accept payment by credit or debit card (Visa, Mastercard, Amex) or by WixPay, or in cash if you visit us in person.

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Occasionally we may make limited time offers or discounts.  These are strictly subject to any specified time limit and subject to availability, and only one discount code may be used per order. We reserve the right to amend or withdraw any offers or discounts at any time.

 

Delivery

We only deliver to addresses in the UK.  Delivery charges are shown at the time or order and automatically applied at checkout. As an example, current delivery charges are £3.50 for a delivery of up to 4 jars of honey.

We will usually process and dispatch orders within 3 working days of confirmed order and payment.  Deliveries usually take 2 - 3 working days after dispatch but can take up to 14 days, but any delivery times stated are an estimate only.

We are unable to deliver to schools or PO boxes.  Delivery can only be accepted by someone aged 18 or over.  Proof of age, identity and/or a signature may be required on delivery.

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Please contact us at dowerhousehoney@gmail.com quoting your order number if you have not received your order after 14 days after dispatch confirmation.

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We accept no liability for late or delayed orders (except as a result of our negligence), and we are not responsible for delays outside our control.  If there is delay caused by an event outside our control, we will contact you as soon as possible to let you know and do what we reasonably can to reduce the delay.  As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us to cancel your order and receive a refund, less reasonable costs we have already incurred. Please take care opening your parcel.  We pack orders carefully to hold the contents safe during transit.  We will not be held responsible for any breakages if you do not use due care in opening your parcel.  Ownership of the products and risk in them will pass to you as soon as we have delivered them to you.

 

Changing your mind, cancellations and returns

If you bought from us online or over the telephone you have a legal right within 14 days to cancel your order and receive a refund of the price you paid (including our delivery charges), subject to certain conditions, as set out below. 

Please email us at dowerhousehoney@gmail.com if you wish to amend or cancel your order.  Please provide your order number in your email.

For order amendments, we will try to meet your request but it may not be possible if your order has already been processed and/or despatched.  If your order total changes as a result of amendments that we are able to make we will charge or reimburse your original payment method accordingly.

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If you have changed your mind and wish to cancel and we have not yet despatched your order, please email us and await our instructions.  Please respond with additional information (such as a returns code) that we ask you to provide.  Once we have made our own checks we will refund your original payment method within 14 days. 

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If you have changed your mind and wish to cancel after we have already despatched your order, please email us and await our instructions.  You will need to repackage the products in their original packaging and return them to us within 14 days of you informing us of cancellation, along with any information (such as a returns code) that we ask you to provide.  You have to pay the costs of return and you should use a secure/recorded method of posting.  Once we have checked the returned package we will refund your original payment method within 14 days of receipt. 

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You can’t change your mind and cancel an order if it is more than 14 days after your receipt of the products.  Our products are sealed for health protection and hygiene purposes. You can’t change your mind and cancel an order if you unseal, open or use the products in any way or if the seals on the products have been broken. 

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Faulty or Damaged Products

If you think there is something wrong with your product or it was damaged when you received it, please email us at dowerhousehoney@gmail.com, providing your order number in your email, and we will contact you.  We may request a photograph of the issue. All products sold on our website should comply with your legal rights: that the products are as described, fit for purposes of human consumption and of satisfactory quality.

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If we ask you to return the products to us, you will need to repackage the products in their original packaging and return them to us along with any information (such as a returns code) that we ask you to provide.  You should use a secure/recorded method of posting.  If we do not require the products to be returned to us, please dispose of them carefully.

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Where a product is faulty, you can choose replacement products to the same value (subject to availability) or a refund.  If you choose a refund, we will refund your order total and reimburse any reasonable return postage costs to your original payment method.  After 6 months of your receipt of a product, you must prove it was faulty when you bought it in order for us to replace it or provide a refund.

 

Returns and Refunds

You must take reasonable care of any products to be returned to us.  We will not accept returns of products which have the seal broken, have been opened or consumed, unless the products are faulty.  Returns must be made in the original packaging, with a clearly stated returns code giving the reason for the product return somewhere within the package.  We recommend that you use a secure/recorded method of posting.

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We will not accept responsibility for products lost, stolen or damaged during their return.  We also do not accept responsibility for postal costs unless the products were misrepresented on our website or were found to be faulty and you provide us with a receipt for such costs.

Refunds will be made to your original payment method.  We only refund standard delivery costs, not any extra costs that you may have paid when ordering express delivery or delivery at a particular time.  As set out above for returned products, unless the product was misrepresented on our website or is faulty or was damaged when you received it, you may not be due a full refund. We may reduce any refund if you have used or damaged a product that you are returning (for example if any branded labelling or packaging has been damaged) to compensate us for its reduced value.

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How you may use material on our site

We are the owner or the licensee of all content, copyright, trademarks and all other intellectual property rights in any and all material on our website.  All rights are reserved. You must not copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material, data or content on our website, or link to our website from any other site or page, without our prior written permission.

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You must not attempt to hack into our website, attempt to post content which is in anyway offensive or obscene, nor use our website to distribute any kind of computer virus or harmful material. To the extent that we can exclude or limit such activity by law, you shall not conduct or permit any text or data mining or web scraping in relation to our site.

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The content on our site is provided for general information only, and is not intended to provide advice on which you should rely.  Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees that the content on our site is accurate, complete or up to date. We are not responsible for websites linked to from our site.  User-generated content, including information and feedback uploaded to the site by users, is not separately approved by us and does not necessarily represent our views or values. Please contact us at dowerhousehoney@gmail.com if you have any complaints about any content on our site.

We do not guarantee that our site will be secure or free from bugs or viruses.  You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

 

Uploading content to our site

You must comply with reasonable standards of acceptability for any content uploaded or posted to our site, and you shall not post content which is in anyway offensive or obscene or potentially harmful. We have the right to remove any such posting and you will be responsible for any loss or damage we suffer as a result of your breach of this clause.

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Any content you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you grant us the right to use, store and copy that content and to distribute and make it available to third parties.

 

Limitation of Liability

Whether you are a consumer or a business user:

·       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 and for fraud or fraudulent misrepresentation.

·       Our maximum liability to you in relation to any contract or order you place via our website is limited to the value of that order. 

 

If you are a business user:

·       We exclude all implied conditions, warranties, representations or other terms that may apply to our website or any content on it or any contract.

·       We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, and we will not be liable for:

o   use of, or inability to use, our site;

o   use of or reliance on any content displayed on our site.

o   loss of profits, sales, business, or revenue;

o   business interruption;

o   loss of anticipated savings;

o   loss of business opportunity, goodwill or reputation; or

o   any indirect or consequential loss or damage.

 

If you are a consumer user:

·       Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes.

·       Other than for matters that we are unable to exclude at law, we shall not be liable to you for any loss of profit, loss of business, business interruption, loss of business opportunity, damage to goodwill or any indirect or consequential loss or damage arising out of any damage, defect, negligence or other failing on our part.

·       Your statutory rights are not affected.

 

Resolving any complaint or dispute

Please email us at dowerhousehoney@gmail.com and we will try to resolve any problems you have with us or our products.  If we are unable to resolve the issue to your satisfaction, we may propose alternative dispute resolution where an independent body considers the facts of a dispute and seeks to resolve it, without having to go to court.

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If you are a consumer, please note that these terms and conditions, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England will have exclusive jurisdiction except that if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England.

 

Other important terms apply to the contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this and we will ensure that the transfer will not affect your rights under the contract.

 

You can only transfer your contract with us to someone else if we agree to this.

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Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

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If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

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Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

We shall not be responsible for any failure to fulfil our obligations due to causes beyond our reasonable control that directly or indirectly delay or prevent our timely performance under these terms and conditions.