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Terms and conditions of use

Sales

We offer a range of quality natural foods for sale via this website. All goods are new and meet or exceed current food legislation. We strive to provide the best possible product and as a result items may change from their description without prior notice. Our website is updated automatically to reflect changes in product specification so this fairly unlikely to happen!

Returns

In the unlikely event of needing to return an item, please use the contact page.

The Distance Selling Regulations - your right to cancel:

The Distance Selling Regulations specify that an online purchase should carry the same or lesser risk than the same purchase made in a retail store. This means:

  • You may return any item for a full refund where you have not physically been able to examine the item prior to purchase.
  • You must notify us within 14 days of receipt with your intention to return the goods. We must then receive the unwanted goods within 7 days (or 21 days of the initial delivery).
  • The refund issued for the returned item(s) would include the original delivery charges unless an express option was chosen. For example, if an item was ordered and a next day courier option selected but the item could have been sent using a cheaper option, the refund is only applicable for the cheaper option.
  • This excludes business to business transactions and items ordered or manufactured on request.
  • This excludes the return postage. Getting the item back to the seller is the responsibility of the purchaser.
  • This also excludes damages caused on the return journey. For this reason, please ensure your return is packaged securely against breakages.

Faulty or Damaged goods

If your delivery arrives damaged, you have a number of options - most of them will involve taking photos!

  • For severely damaged items, the best course of action is to refuse the parcel from the courier. The courier will then return it to us without any more involvement from yourself.
  • If the outer packaging is damaged but you wish to keep the item, please take plenty of photographs of the packaging before and after opening. This will help with any potential claim or help us to protect our product better in the future.
  • If you find that a parcel that looked fine on the outside contains damaged items, please take a photo "in situ" (ie whilst it is still in the outer packaging). Again this will be useful in the event of a claim and to help with improving our service.
  • If your product is faulty then please take photos of the fault, showing the nature of the problem and we can help you rapidly resolve the issue.

Once you have photos that you wish to send us, please use the contact page (there is a button labelled "choose file" to add the photos to your message). If it is easier you can send them to shop@wiltonwholefoods.com

If you do not have access to a camera, we can still help. It just might take longer to resolve! Just use the contact page to get in touch and we can make things right!

Please note that all damages and faults must be reported as soon as possible. We cannot accept claims for damaged items later than 30 days from your delivery date. For faulty items, this period will be between 30 days and the Best Before date marked on the product (but never less than 30 days). This does not include damage that has occurred at the premises of the consumer and it is essential that the correct storage environment has been provided for the goods supplied, for example "Store in a cool, dry place".

Trade Customers

We do not (at present) offer the means for trade customers to purchase through this website. That said, many of the prices displayed are already at trade price and business customers are welcome to purchase at the prices listed.

Offline Sales for trade customers only

Trade customers that purchase directly from us (ie not using this website) will be charged using Worldpay's Futurepay service. This service allows us to create an agreement between ourselves and the customer so that payment can be taken from a credit or debit card 14 days after the order is shipped. The agreement means that the credit card details are not held by Wilton Wholefoods, thus releasing us of any security issues relating to the storage and processing of this data. The Futurepay agreement between the customer and Wilton Wholefoods can be cancelled at any time by contacting the office, this can be by using the contact page, sending an email to shop@wiltonwholefoods.com or by telephone. The service will be cancelled once all outstanding payments have been collected.

The website and all its content remains the property of Wilton Wholefoods.