Terms and Conditions
- Cancelling orders
- Deliveries and collection
- Errors and communications
- Specification changes
- Consequential loss
- Card security
We accept payment by Visa, Visa Debit, MasterCard, Debit MasterCard, Maestro, Discover, Diners Club, Google pay, Apple pay, Paypal and Payout bank. All credit and debit transactions are processed using STRIPE through a secure server (SSL connection). Before being asked for your card details you will be transferred to STRIPE’s secure server.
We do not accept any other form of payment.
2. CANCELLING ORDERS
Cancellations can only be made in written format, by the credit/debit card holder from which payment was taken.
Any orders wishing to be cancelled must be done so within 14 days of receipt of goods by the use of the cancellation form (PDF). Please refer to our returns conditions(7).
For hygiene and food safety reasons we are not able to offer a cancellation for any packs that have been opened.
Cancellation by us:
Plamil reserves the right to cancel any order placed, for any reason, but this would usually be for reasons including, out of stock items, or customers who fail to respond to e-mail notifications requesting contact.
If Plamil does cancel any customer orders they will be notified by e-mail prior to this happening. All monies would be refunded to the debit/credit card that was used to place the order within 14 days of cancellation taking place.
3. DELIVERIES AND COLLECTION
Standard deliveries are sent by courier and can be made only on weekdays.
We will endeavour to send out your order as soon as possible, normally to be delivered within seven working days, but can be up to 28 days. Please note:
- That deliveries cannot be scheduled or made on Sunday or Bank holidays.
- We cannot request the courier to make alternative arrangements, ie: deliver to a neighbour, leave in porch etc. As they are a third party and as such we have no control on their working practices.
- Your address needs to be reasonable in accessibility for the type and weight of your order.
Please ensure that you are available to receive your delivery anytime between 8am and 7pm. If there is a chance that you will not be at the delivery address, take advantage of having the parcel delivered to an alternative address of your choice, by entering it on the order.
Please note that if this option is taken, there must be a person willing to sign for the goods at that address, and by providing a different delivery address, you are authorising us to accept as proof of delivery the signature of whoever signs our delivery note on your behalf. If you (or anyone at your chosen delivery address) are not there to receive your delivery, a card will be left by the courier and it will be your responsibility to contact the courier service and pick it up from their depot.
You must ensure that all address details for delivery are correct as we will not check these and this could mean your goods go to an incorrect address or a delay in despatch.
If for any reason other than our own error, your goods are returned to ourselves there will be an additional handling and shipping charge (which will be quoted on an individual basis) to re-send the goods out. This amount will have to be paid prior to the goods being re-sent and you can do this by calling us on 01303 850588. We will advise you of a return via e-mail or phone to the address/contact number you supplied on your order.
In exceptional circumstances, for instance long term out of stock, Plamil reserves the right to dispatch part of a customers order, deducting the appropriate product cost of product/s not dispatched. No ‘balance’ order would be sent at a later date from the original order unless previously arranged with ourselves.
Delivery area & prices:
Prices quoted include delivery costs to a Mainland UK address
For all other areas and areas outside of the UK please contact us for an individual transport quote. Please note that the transport quote will not include any duties/taxes that maybe applicable on arrival. It is the customers responsibility to settle any customs charges in the country of import.
Customers can collect online orders direct from Plamil on working weekdays 10am-4pm. For directions see Plamil Foods Ltd – Google Maps. Please note this may be subject to change at our discretion so please call ahead on 01303 850588 to check.
Please note we are a working site and shared site where adherence to safety and traffic signage is compulsory.
Customers will be notified by email when an order is ready for collection. Please give your order number and name at collection. In the circumstances of customer collect, Plamil are not responsible in any way whatsoever for the goods once they have left our premises.
Prices are shown with zero rated VAT.
6. ERRORS AND COMMUNICATIONS
Plamil will do their best to despatch your order without mistakes or errors. Please contact us immediately should an error occur. If something does go wrong, which maybe outside of our control, please accept our apologies. You may find any mistake upsetting or annoying, but note that our staff are entitled to work without verbal abuse and we may ask you to call us back or write to us if your politeness is somewhat lacking.
Please note that although we aim to respond to communication as soon as possible, it may not always be instant, and could take a number of days to receive a response or longer over holiday periods.
We have the right to refuse to sell or serve customers at our discretion.
Goods must be returned within 28 days from the date of the order being placed. It is the customers full responsibility to pack up the goods using reasonable packing for return and also for the costs incurred in returning the items. There will be no postage costs refunded (for your own return of them to Plamil) unless by prior agreement.
Please enclose a completed copy of our cancellation form (PDF) and your invoice for refund purposes.
For hygiene and food safety reasons we are unable to accept any returns of opened goods. Ensure a check of the label is made before opening. If you feel there is a quality issue please contact us so we can conduct an investigation.
Where a refund of postage costs is made for a return we will only refund the basic amount (any surcharge for any enhanced service will not be refunded). You provide proof of postage in case items are lost or damaged, we would recommend that you use Royal Mail Recorded delivery.
Refunds will be made within 14 days of our receipt of the items, and this will be in the form of a refund to the card you used to purchase the items. Please note only items returned will be refunded any items you choose to keep will not.
Your Statutory Rights are not affected.
8. SPECIFICATION CHANGESS
Plamil reserve the right to change the specification of products without notice. Whilst every effort is made to ensure the specification is the same as the product advertised on the web site, every product label must be read prior to use. We are aware of the allergy issues that many customers rely on us for their products.
9. CONSEQUENTIAL LOSS
We are not responsible for consequential loss in anyway due to the non delivery, incorrect delivery of items, a shortage, a complaint or other with regards to our products.
This does not affect your statutory rights.
We do our best to make sure all the information given on this website is correct, and matches all the information in our other publications or on our labels. We reserve the right to change any information at any time. We reserve the right to change ingredients or information at any time.
Unless otherwise agreed products are labelled in accordance with UK legislation, and Plamil cannot be held responsible of any costs incurred for the label information not complying with any other authority.
For onward use or sale,
a. Product that is in anything other than original un opened packaging the seller is responsible for any legal description use or made in promotion, or claim made on or about the product.
b. It is the sellers responsibility to ensure the VAT status of onward use or sale of products is correct and complies to any other authorities.
In some regions or time of year, it would be reasonably be expected that ambient temperatures (or temperatures in transport) are not conducive to the quality of our products. Whilst we take care as far as possible given prior information, we are not responsible for quality issues that occur due to temperature.
12. CARD SECURITY
All credit and debit transactions are processed using Shopify through a secure server (SSL connection). Before being asked for your card information you will be transferred to Shopify’s secure server. Please note:
- Card details are not available to Plamil Foods Ltd.
- Card information is not stored unless under customer request.
- Plamil Foods are PCI DSS compliant.
Complaints and Grievances.
We understand that at times not everyone’s expectations are met and customers may want to have an issue dealt with.
A product complaint is dealt with via our accredited Quality system.
We try to do the best we can all the time, but don’t always get right, so for issues of service, a quicker resolution would be resolving the issue informally, to do this call us on 01303 850588 or e-mail us at email@example.com .
Where it is believed that an informal process has provided a wrong or unfair outcome a customer can make a formal grievance. This will need to be provided in writing and sent to:
Plamil Foods Ltd – Complaints
Bowles Well Gardens
Or e-mailed to firstname.lastname@example.org giving the following information:
Name and contact details (unless submitted anonymously), Description of the grievance (including where relevant dates and times etc), Supporting evidence, Description of any steps already taken to resolve the issue (either between the parties directly or as an informal complaint). A preferred outcome.
You can request a copy of our full Third Party Grievance policy by contacting email@example.com