Terms and Conditions Relating to Your Use of the The Good Cook Shop Website
Version 1.2 03nd February 2017
These terms and conditions apply to the use of www.goodcookshop.com and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this Website. Before you place an order, if you have any questions relating to these terms and conditions please contact us by e-mail. Nothing in these terms and conditions affects your statutory rights.
You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions. You warrant that the personal information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects and that if you register with us you will notify us immediately of any changes to the personal information by using the update details facility under account management. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the website using your shopping account and/or your personal information. We reserve the right to change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
4. Your Account
If you use the website, and have created a user account you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. You may view and update your personal information through the “Account” facility on the website.
The Good Cook Shop Ltd grants you a limited licence to access and make personal use of this website, but not to download (other than page caching) or modify it, or any portion of it. This licence does not include any use of data mining, robots, or similar data gathering and extraction tools. This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. We will do our utmost to ensure that availability of the website will be uninterrupted and that transmissions will be error-free. However this cannot be guaranteed. The Good Cook Shop Ltd reserves the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you. You understand that you, and not The Good Cook Shop Ltd, are responsible for all electronic communications and content sent from your computer to us and you must use the website for lawful purposes only. You must not use the website for fraudulent purposes, or in connection with a criminal offence or other unlawful activity.
6. Copyright and database rights
The compilation of all content on this website is the exclusive property of The Good Cook Shop Ltd. and its affiliates and is protected by United Kingdom and international copyright and database right laws. All software used on this website is the property of The Good Cook Shop Ltd or our software suppliers and is protected by United Kingdom and international copyright laws. We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
7. Contract of Sale
When you successfully place an order to purchase a product from The Good Cook Shop Ltd, your card issuer will pre-authorise the payment and we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is only accepted by us when we send e-mail confirmation to you that we have despatched the product. If an order is made up of more than one product, the contract shall apply to each product in isolation. We will take payment for the entire order at the time the first item is despatched. We reserve the right to cancel your order at any time prior to acceptance. Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right no longer than seven working days after the day on which you receive the Products. It is not possible to cancel any orders for food once they have been despatched. If you would like to cancel an order prior to despatch please contact us as soon as possible.
8. Product information
We provide as much information about each product as possible including a description, physical measurements, and images. We try to be as accurate as possible, but all measurements should be viewed as approximate, and images (particularly in the case of colours) may not exactly represent the product. If a particular feature is critical, we strongly recommend calling us before ordering so we can double check the information. Unless the product information provided is substantially inaccurate we will not accept returns on the grounds of the item not being as described.
We accept payment by all major credit and debit cards except American Express. All card payments are managed on our behalf by Sagepay and processed by Streamline. Payment will only be taken when the order is despatched. We do not handle or store any card details. To be eligible to purchase products on this website and lawfully enter into a contract of sale the following conditions must be met: - You must be over eighteen years old. - The credit or debit card that is being used must be yours. - All the details provided by you to us as part of registration are all correct. - Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. We reserve the right to withdraw any Products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Product from this Website whether or not that Product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
10. Discount Codes
We may issue on-line discount codes from time to time. Discounts may be a percentage or fixed amount. Codes may be single or multiple use and will have an expiry date. Specific terms will be advised at the time of issuing. Discount codes may be withdrawn at any time without notice. Fixed value discounts can only be used if the basket value exceeds the value of the discount. If goods purchased with a fixed value discount code are subsequently returned in accordance with the returns policy, and before the expiry date of the code, the code will be reactivated. If the goods are returned after the expiry date of the code, the code will not be reactivated.
11. Returns Policy
On receipt of your order please examine the condition of the goods and packaging. Please inform us immediately should either be damaged. If you have reason to return an item to us, we will be happy to refund or replace it in accordance with the following terms and conditions. If you registered with us when you ordered, you can manage returns through the “My Account” section, otherwise, please contact us by email.
If for any reason you decide to cancel an order please contact us immediately. If the order has not been despatched, it may be cancelled at no cost to you. If the order has been despatched, we cannot stop it, but when it arrives with you, you are free to return it in accordance with the procedures below.
Non Delivery of Goods
We will inform you by email once your order is despatched. If the order has not been received within five working days of despatch, please contact us and we will do our best to find out what has gone wrong. If an item has been lost in transit we will send out a replacement. If the order was despatched using a tracked courier service we can normally locate it very easily. With non-tracked items, we may ask you to wait for a reasonable time for the original package to arrive before we send a replacement. Royal Mail does not define an item as lost until 15 working days have past. If you have asked us to leave the package unattended, we will assume that it will be delivered and we will not accept any claim for non-delivery. Any claim for non-delivery must be made within 15 working days of despatch. Claims after this period will not be accepted.
If we despatch the wrong item to you, please let us know as soon as possible, and in any case within 15 working days.
Acceptance of goods
We allow a period of one month from the despatch date for goods to be inspected and tested. If no fault is reported to us within that time we deem the goods to be have been accepted as fit for purpose and not faulty.
Faulty goods within the acceptance period
If the goods we have sent you are faulty when you receive them, or develop a fault within the first month, you are entitled to an exchange or a full refund. Before returning goods please inform us of the problem, and we will let you know if we need it to be returned. In some cases (such as broken glassware) we may ask for a photograph as proof, rather than for the item to be returned. On receipt, we will examine the goods. If we agree that the goods are faulty we will refund the cost of returning them to us, and either refund the original price (including delivery) or send out a replacement. We will not send out a replacement until we have received the original item back.
Faults in goods after the acceptance period
If an item develops a fault after the acceptance period but within the warranty period there may be a number of options available to remedy the situation, including repair or replacement directly from the manufacturer. Please contact us in the first instance with full details of the fault. We will then contact you to let you know what we can do to solve the problem. Please do not return the goods without first contacting us, as some manufacturers will collect directly from you. All warranty periods commence on the original despatch date. The warranty period of any replacement will expire on the same date as the original warranty. If the item does not have a stated warranty period we consider a reasonable time to be one year from the despatch date.
You may return any goods excluding food products purchased from us for a refund including original delivery charge subject to the following conditions:
• You have informed us of your intention to make the return within fourteen working days of receipt.
• We receive the return within seven working days of you informing us.
• The item is unused.
• The item is undamaged.
• The packaging, including all documentation is complete and undamaged.
On receipt, all returned goods will be examined. We reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price for resale. If this is necessary, we will contact you before crediting your card. Ordinarily your card will be credited within seven working days. If an item is received outside of the time limit or in such a condition that it is not re-saleable, we will not issue a refund. We will give you the option of having the item sent back to you but there will a charge for this service.
If unsuitable goods are returned for a credit you must cover the cost of postage. We recommend that all returned items are packaged securely and send using a recorded mail service. We do not take any responsibility for items which are damaged or lost in transit.
Except in the case where we have delivered the wrong item, or it is in some way faulty (including out of date) all food items are excluded from this returns policy.
12. Pricing All product prices shown include VAT (Value Added Tax) at the applicable rate unless stated (such as in the view basket section). We endeavour to keep all displayed prices up to date, but occasionally an incorrect price may be displayed. All prices are checked prior to despatch, in the event that an incorrect price has been displayed. We will take the following steps: - If the actual price is lower than the displayed one, we will refund the difference to you. - If the actual price is higher than the one displayed, we will contact you, and offer you the option of paying the difference or cancelling the order and receiving a full refund.
We endeavour to maintain stocks of all items displayed on the website, however we cannot guarantee to have stocks of all items at all times. If an item is out of stock when your order is received and we will not be able to deliver to you within the normal timescales as detailed in the delivery section, we will contact you by email to: - Inform you of the delay. - If possible give an estimate of when stocks will be received. - Give you the option to cancel the order without charge. On rare occasions a product may be unavailable for extended periods due to circumstances beyond our control, such as manufacturing or distribution problems with our supplier. In this situation, we reserve the right to cancel the order.
We only despatch to addresses within the UK.
We offer free standard delivery on orders over £30.
On lighter orders, Standard delivery is defined as Royal Mail Second Class to any UK address.
For heavier orders, Standard delivery is defined as a 2-3 day courier service to the UK mainland excluding some areas of Scotland.
If your order qualifies for free delivery, we will also offer a reduced rate on some of the other delivery options. We despatch orders by either Royal Mail or Courier. Depending on the total weight of your order and the delivery address we will offer different delivery options for you to choose from at the checkout.
We will normally despatch orders by the method you request at the checkout, however we reserve the right to change the service used at our discretion. If we do use an alternative service it will not be a slower service than that requested, and there will be no extra charge.
The delivery charge includes the cost of packaging (both materials and time) plus cost of the delivery service and VAT. In the unlikely event that an order is split, you will only be charged one delivery charge.
We will despatch all orders as soon as we can, normally within 24 hours, but on occasion it may take up to two working days to despatch (except where priority delivery has been selected). The delivery services we use are set out below. In brackets is the normal time for delivery from despatch.
Royal Mail Second Class (2-3 days)
Royal Mail First Class (1 day)
Standard Courier (2-3 days)
Priority Courier (1 day)
Saturday Courier (1 day)
We automatically calculate the most cost effective delivery method based on the weight and destination of your order, heaver orders will be sent by courier. Some more remote addresses incur a higher delivery charge due to the significantly higher charges made by courier companies.
Proof of delivery
All orders despatched by courier will require a signature, as will higher value orders sent by Royal Mail.
Priority Courier (Usually Next Working Day).
The Priority Delivery option is offered subject to stock availability. Before placing a Priority Delivery order, we recommend contacting us to confirm that the stock is available for despatch. Priority orders received by 2.00pm on a working day will be despatched that day. Any Priority order received after 2.00pm, on Saturday, Sunday or a public holiday will be despatched on the next working day. Orders will be despatched on a 24 hours service by courier. Delivery will usually take place on the next working day. Please note during busy times such as the Christmas period, our carriers may not be able to achieve delivery within 24 hours. We cannot be held liable for any consequences resulting from late delivery of any order. A 'Working Day' is defined as Monday to Friday, excluding public holidays.
On occasion we may arrange for your order to be despatched directly from the manufacturer or wholesaler, in which case the method used and delivery timescale will be at their discretion. If this is necessary we will inform you, and provide as much information as we can.
We endeavour to maintain stocks of all items displayed on the website, however we cannot guarantee to have stocks of all items at all times. If an item is out of stock when your order is received and we will not be able to deliver to you within the normal timescales we will contact you by email to:
- Inform you of the delay.
- If possible give an estimate of when stocks will be received.
- Give you the option to cancel the order without charge.
- On rare occasions a product may be unavailable for extended periods due to circumstances beyond our control, such as manufacturing or distribution problems with our supplier. In this situation, we reserve the right to cancel the order.
If you have selected a premium delivery option and we cannot deliver within a reasonable timescale but you decide not to cancel the order, we charge you the difference between the premium and standard delivery charge.
Non Delivery Of Goods
It is your responsibility to ensure that the correct delivery address is provided to us, and there is someone available to take in the parcel. If the parcel is not delivered because there was no one available to take it in, it is your responsibility to make arrangements for it to be re-delivered or collected from the delivery depot. If we have emailed you to tell you your order has been despatched, and you have not received it, or a missed delivery card within five working days, please let us know straight away.
If an order is returned to us by the delivery company because they couldn't deliver it or it was not called for, we reserve the right to deduct an administration charge from any refund, or add an administration charge before re-sending. If the goods are not delivered due to an error by us or our chosen delivery company you will not be liable for any additional charges.
Claims for non-delivery of goods must be made within 15 working days of despatch. Claims after this period will not be accepted.
Damage In Transit
Please open all packages immediately on receipt and report any damages or shortages to us by email within three working days.
Items left unattended If you ask us to leave a package unattended (such as in a shed or porch) we will not accept any claim for non-delivery.
We take care to pack all orders securely, and to address them clearly. However, though unlikely, it is always possible that your order may be damaged, delayed or go astray. In which case neither we nor the delivery company can be held accountable for any consequential loss.
15. Restricted sales
By law knives, solvent based items and some other cutting tools may only be sold to persons over the age of 18. It is a condition of use of this site that you declare yourself to be over 18, however we may make additional checks, such as the electoral role, in order to verify your age. We also require that purchases for restricted products are made using a credit card, and are delivered to the registered address of the card, or a workplace. We reserve the right to cancel any order if we suspect the recipient is not over 18.
16. Events beyond our reasonable control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
18. Governing law and jurisdiction
These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the English courts. Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.
We reserve the right to amend these terms and conditions from time to time. Orders which are accepted will be subject to the published terms and conditions at the time the order is placed. We recommend that repeat customers review the terms and conditions of sale prior to ordering.
20. Our details
The Good Cook Shop Ltd
27 Warwick Street, Worthing, West Sussex, BN11 3DQ
8th Floor, Connect Centre, Kingston Crescent, Portsmouth, Hampshire, PO2 8QL
Company Registration No. 04505838
VAT Registration No. 798 2174 81