Tracy's Pantry Terms & Conditions
*Cancelling an Order and Product Returns
Cancellation by us:
1. Although we endeavour to ensure that all pricing information on our Website is accurate, occasionally an error may occur and products may be mispriced. If we discover a pricing error before we confirm the products have been dispatched to you, we will, at our discretion, either contact you by telephone or email and ask you whether you wish to continue with the order at the correct price or notify you that we have cancelled your order. Unless we have already confirmed dispatch of the products, we will not be obliged to supply products at the incorrect price.
2. If we cancel your order for any reason, any sum debited by TRACY’S PANTRY from your credit or debit card account will be credited back to your account, in full, as soon as possible, but no later than 30 days from the day of cancellation.
Cancellation by you:
3. Except in relation to the products set out below, once you have placed an order with us, you may cancel your order at any time up to seven (7) working days starting on the day after the day upon which you receive the products. You do not need to give TRACY’S PANTRY any reason for cancelling your order, but a brief explanation will help us to improve the service we offer to customers in the future.
Cancellations before you have received the products:
4. To cancel your order before you have received the products, you should notify us by contacting us at INFO@TRACYSPANTRY.CO.UK giving us your full name, address and order reference number.
5. Once you have notified TRACY’S PANTRY that you are cancelling your order, any sum debited by TRACY’S PANTRY from your credit or debit card account will be credited back to your account, in full, as soon as possible, but no later than 30 days from the day of cancellation. Alternatively, you may ask us to substitute a product, rather than provide you with a refund, but we can only do that if the product you wish to substitute is of equivalent value to the order you are cancelling.
Cancellations after you have received the products:
6. This policy in relation to cancellations after you have received the products does not apply to products that are damaged, defective or incorrectly delivered (see section Damaged, defective, incorrectly or non-delivered products)
7. To cancel your order after you have received the products, you should notify us by contacting us at INFO@TRACYSPANTRY.CO.UK, giving us your full name, address and order reference number and, if you are contacting us in writing, by fax or by email, a contact telephone number at which we may call you back so that we may advise you of the returns address and a returns number.
8. You must return the products to us at the returns address. Products are returned at your own risk of loss or damage, so you should wrap them securely and take out enough postal insurance to cover their value and you are liable for all the costs of returning products to us. Products must be returned unused and in the original packaging.
9. However, you cannot cancel your order if the products ordered by you are customised or made to your personal specifications. Such orders may not be cancelled and the products may not be returned unless damaged, defective or incorrectly delivered (see section Damaged, defective, incorrectly or non-delivered products).
10. Once you have notified TRACY’S PANTRY that you are cancelling your order, any sum debited by TRACY’S PANTRY from your credit or debit card account will be credited back to your account, in full, as soon as possible. Alternatively, you may ask us to substitute a product, rather than provide you with a refund, but we can only do that if the product you wish to substitute is of equivalent value to the order you are cancelling.
11. Where you cancel an order after we have dispatched the products, you will be under a duty to return the products to us unused and in the original packaging. Until such time as the products are returned to us, you are under a duty to retain possession of the products and to take reasonable care of them. If you fail to take reasonable care of the products before they are returned to us and this results in damage or deterioration, we will be entitled to charge you for the reduction in value by deducting it from the amount to be re-credited to you.
12. If you do not return the products delivered to you we will be entitled to deduct the direct costs of collecting the products from you from the amount to be re-credited to you.
Damaged, defective, incorrectly or non-delivered products
1. If the products we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, you should notify us of the problem within ten (10) working days of the delivery of the products in question by contacting us at INFO@TRACYSPANTRY.CO.UK, giving us your full name, address and order reference number and, if you are contacting us in writing, by fax or by email, a contact telephone number at which we may call you back so that we may advise you of the returns address.
2. You must return damaged, defective or incorrect products to us at the returns address. Failure to do so may delay the repair, replacement or refund of your order. Please wrap the products securely.
3 If you do not receive products ordered by you within thirty (30) days of the date on which you ordered them, you should notify us by contacting us at INFO@TRACYSPANTRY.CO.UK, giving us your full name, address and order reference number.
4 Nothing in this policy on damaged, defective, incorrectly or non-delivered products affects your legal rights.
Privacy Policy and Security
Personal information
When you place an order, we collect personal information as part of the online customer registration process, including your name, address, contact details and payment card details. This information will be held by TRACY’S PANTRY, or by our authorised agents, and used to process and fulfil your order and to corroborate your identity. We also use it to keep you informed about your specific areas of interest, but only if you have asked us to do so. The personal information you have provided will be held so that you will not need to re-enter these details next time you place an order, but can re-call them by entering the username and password which you will be prompted to create when you first register as a customer. When you place an order using a credit or debit card, we may carry out security checks to protect against fraudulent transactions. The TRACY’S PANTRY will never sell personal information or share personal information with third parties unrelated to TRACY’S PANTRY.
Security
1. We understand that you may have concerns about security on the internet. Protx uses a secure server that implements secure sockets layer (SSL) technology in our online ordering process to protect your payment card information.
2. Once you have completed the selection of products you wish to purchase you may proceed to place an order. As soon as you click ‘check out’, your browser will go into secure mode. Data relating to your order and your personal and payment card details will all pass to our server in an encrypted format. As soon as you have finished ordering you will exit secure mode. As an additional protection for you, our system is designed so that you cannot place an order until you are safely within secure mode.
3. We recommend that you do not communicate your payment card details to anyone, including us, by email. We cannot be responsible for any losses you may incur in transmitting information to us by internet link or by email. Any such loss will not be borne either wholly or partly by us, and will be entirely your responsibility.
4. If you have any additional queries about security, please email us at info@tracyspantry.co.uk
Events beyond our control
In the absence of our fault or negligence, we will have no liability to you for any failure to deliver products you have ordered or any delay in doing so or for any damage or defect to products delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
Invalidity
If any part of these terms is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these terms will not be affected.
Law
These terms shall be governed by and interpreted in accordance with English law. Any disputes arising will be brought before the courts of England and Wales, unless you live in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any disputes will be brought before the courts there. We are required by law to inform you that sales of products through the web site can be concluded in English only.
