Vines Country - Terms and Conditions of Sale

Online consumer goods terms and conditions for Vines Country, an online subsidiary of Vines Close Farm Shop Ltd.

What these terms cover - These are the terms and conditions on which we supply products to you, whether these are goods or services.

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 and what to do if there is a problem and other important information. If you think that there is a mistake in these terms, or require any changes, please contact us to discuss.

ABOUT US

Who we are - We are Vines Country, the online subsidiary of Vines Close Farm Shop Ltd a limited company established in England and Wales. Our registered office is at Arrowsmith Court, Station Approach, Broadstone, Dorset, BH18 8AT.  Our registered VAT number is GB132762817. The company's registered number is 8035396.

How to contact us - You can contact us by telephoning our office on or by writing to us at: Vines Country, Canada Farm, Fairmile Road, Blandford, Dorset, DT11 0LU, or emailing us at: orders@vinescountry.co.uk

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 order.  "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

OUR CONTRACT WITH YOU

How we will accept your order - Our acceptance of your order will take place when your order is confirmed using our online order process, at which point a contract will come into existence between you and us.

If we cannot accept your order - If we are unable to accept your order, we will inform you of this (in writing) and will not charge you for the product. 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 we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline.

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 this number whenever you contact us about your order.

Placing your order - After placing an order on our website, you will receive a confirmation email, setting out what you have ordered. This email will also include details of your shipping and billing information. If we are unable to accept your order, we will inform you of this in writing and we will not charge you for the product.

DELIVERY

Cost - The costs of delivery will be as displayed to you on our website.

Delivery locations - We can deliver anywhere in the UK (excluding Northern Ireland). A delivery charge will apply.

Click & Collect – We offer a Click & Collect service from our store – Vines Close Farm Shop, Dorchester Road, Sturminster Marshall, Wimborne, Dorset, BH21 3RW.  You will receive a confirmation email once your order is ready to collect.  You are required to bring your order confirmation email with you to collect your order, either printed or visible on a personal device.  We are under no obligation to release Goods without sight of a valid order confirmation email.

In the event that we cannot fulfil all or part of your order, we will contact you by telephone and you will be entitled to cancel all or part of your order.

Delay - 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 that 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.

Your legal rights regarding delivery - During the order process, we will let you know when we will provide the products to you. Any dates quoted for delivery are approximate only.

If you are not home when the product is delivered - If no one is available at your address to take delivery and the products cannot be posted through your letterbox or requires a signature, the courier will leave you a note informing you of either how to rearrange delivery or to collect the products from a local depot.

If you do not re-arrange delivery - If after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or re-arrange delivery, we may end the contract.

OWNERSHIP

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.

Your right to make changes - Amendments to your order. If you wish to make amendments to your order after it has been placed, please contact us on  and we will let you know if that change is possible. Telephone lines are open 09:30 – 16.00, Monday to Friday (except for public holidays). Once an order is placed and is being processed, we are not obliged to accept any change to an order.

RETURNS POLICY

Right to Return - There is a 14-day period (from the date on which you receive your order), in which orders may be returned and a full refund issued for goods purchased, the delivery costs are non refundable. The product(s) must be returned in their original delivery condition. The product(s) must all be returned in the original packaging, with original labels attached, and remain free from odours, have not been worn, washed, soiled, altered or damaged in anyway. In the event that these return terms are not met we reserve the right to refuse a refund in which case we will contact you to inform you that the return has not been accepted and we will return the item(s) to you, in this instance you will be liable for the return carriage. Any goods received after the 14 days may not be accepted.

Returns Address: Vines Country, Dorchester Road, Sturminster Marshall, Wimborne, Dorset, BH21 3RW.

Returns can also be made to our Click & Collect department at Vines Close Farm Shop, Dorchester Road, Sturminster Marshall, Wimborne, Dorset, BH21 3RW.  Please note this is for returns only, refunds will not be given through the Click & Collect department.  Refunds will be made to the credit/ debit card used to pay for that specific order, once the product(s) have been returned to Vines Country and examined.

To return an item, please send it to the returns address, along with a copy of the delivery note.  Please also send us an email to advise you are returning the product so we are aware to expect the return and can process your refund as soon as possible.

IF THERE IS A PROBLEM WITH YOUR ORDER

How to tell us about problems - If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on or email us at orders@vinescountry.co.uk.

Faulty Products - If you wish to exercise your legal rights to reject products you must post them back to us. Please call customer services on or email us at orders@vinescountry.co.uk to arrange return. We are entitled to request further evidence, in the form of photographs or other evidence, as proof of the fault before issuing the return label or a refund. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.  For faulty items that have been worn or washed, we will endeavour to repair your purchase, if this is not possible then we will offer a replacement.  If we cannot repair or offer a replacement, you will receive a refund.  This does not affect your statutory rights.

Refunds - Refunds for returned products will be made as soon as possible but may take up to 14 working days after we have received the returned product(s). The refund will be made to the credit/ debit card used to pay for that specific order.  

PRICE AND PAYMENT

Where to find the price for the product - The price of the product (which may on some goods include 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 displayed on the order page is correct.

Changes in the rate of VAT - For vatable supplies, should the rate of VAT change 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 place.

How you can pay for your order - We accept payment using debit and credit cards: Visa, Mastercard.

What happens if we get 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.

Offer Codes - Offer codes cannot be used on any Flash Sale items.  Only one code or Flash Sale price can be used per order. 

OUR PRODUCTS

Products may vary slightly from their pictures - The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device displays the colours accurately and reflects the colour of the products. Your product may vary slightly from those images, although we have made every effort to be as accurate as possible.

CONSUMER LEGISLATION

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.

When you don't have the right to change your mind - You do not have a right to change your mind in respect of:

·         services, once these have been completed, even if the cancellation period is still running

·         products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them

·         any products which become mixed inseparably with other items after their delivery.

When we will pay the costs of return - we will pay the costs of return if the products are faulty or mis-described.  In all other circumstances (including where you are exercising your right to change your mind), you must pay the costs of return.

How we will refund you - We will refund you the price you paid for the products, where the product(s) is faulty or mis-described, and also refund the cost of delivery by the method you used for payment.  However in all other circumstances the cost of delivery and return will not be refunded.

When your refund will be made - We will make any refunds due to you as soon as possible. In all cases, your refund could take up to 14 days of us receiving and inspecting the product(s).

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