1.    ABOUT US

1.1    Company details. FWS Carter & Sons, t/a Greendale Farm Shop (company number 02033792) (“we” and “us”) is a company registered in England and Wales and our registered office is at Greendale Business Park, Woodbury Salterton, Nr Exeter, Devon, EX5 1EW. Our registered VAT number is 141 2615 08. 

1.2    Contacting us. To contact us, call our team on 01395 232836 or email customer@greendale.com. For post enquiries, please address to Customer Services at the details listed above.

1.3    Website. www.greendale.com  

1.4    Farm Shop. Greendale Farm Shop, Sidmouth Road, Nr. Farringdon, Exeter, EX5 2JU.

2.    OUR CONTRACT WITH YOU

2.1    Our contract. These terms and conditions (“Terms”) apply to the order by you and supply of goods by us to you (“Contract”). These Terms apply to consumers only (“you” and “your”). Goods sold under the Terms are for consumer use only, not for distribution or trade purposes.

2.2    Your copy. You should print a copy of these Terms or save them to your computer for future reference.

2.3    Where to find information about our products. You can find everything you need to know about our products on our Website, in our catalogues or by speaking to our team before you order. We also confirm key information to you in writing after you place your order.

3.    PLACING AN ORDER AND ITS ACCEPTANCE

3.1    Placing your order. Please order via our Website. Each order is an offer by you to buy the goods specified in the order (the Goods) subject to these Terms. By placing your order, you confirm you are over the age of 18.

3.2    Correcting input errors. You will have the opportunity to check and amend any errors before submitting your order to us. Please check the order carefully before continuing it. You are responsible for ensuring that your order is complete and accurate.

3.3    Acknowledging receipt of your order. After you place an order, you will receive an email from us acknowledging that we have received it, but please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 3.4.

3.4    Accepting your order. Our acceptance of your order takes place when we dispatch the product and confirm dispatch to you.

3.5    If we cannot accept your order. If we are unable to supply you the Goods for any reason, we will inform you of this by email and we will not process your order. If you have already paid for the Goods, we will refund you the full amount including any delivery costs charged to date, as soon as possible, and in any case within 30 days.

3.6    Your right to make a change to your order. If you wish to make a change to the Goods you have ordered, please contact us using the details provided at clause 1.2. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change to your order or the consequences of making the change are unacceptable to you, you may wish to cancel your order and receive a refund in accordance with clause 7.

4.    OUR GOODS

4.1    The images of the Goods on our site are for illustration purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Goods. The colour of your Goods may vary slightly from those images. The packaging of your Goods may also vary from that shown on images on our site.

4.2    Online and in-store Goods. Some Goods are available in-store that are not available online. Some Goods may be unavailable or excluded at various times.

4.3    We reserve the right to amend the specification of the Goods. If required by any applicable statutory or regulatory requirement, we reserve the right to amend the specification of the Goods

4.4    You’re responsible for making sure that the Goods are suitable for your intended purpose.

4.5    Nutritional , allergen and Country of Origin information. We provide nutritional and allergen information on our Website and country of origin information on some of our Goods. We endeavour to keep this information up to date and accurate, however errors may occur.  We therefore accept no responsibility for, and makes no representation or give any warranty or undertaking express or implied as to the accuracy or completeness of the information. For allergen information, please always check the product label on the Goods as errors may occur on the Website.

4.6    Event tickets. We offer tickets to our events via the Website. Purchase of event tickets is in accordance with these terms. Event specific terms detailed on our Website will also apply.  

5.    PROVIDING THE PRODUCTS

5.1    Delivery methods and costs. The delivery methods and costs will be as displayed on our Website, click here to view details:

5.2    Availability of delivery. Delivery is only available in select postcodes as detailed on the Website. We reserve the right to restrict deliveries in certain areas. This includes the right to withdraw our delivery services to addresses where we are repeatedly unable to complete delivery or in other exceptional circumstances. We reserve the right to limit both delivery and collection dates, particularly during busy periods such as Christmas. For further details, please review our Website or contact us.  

5.3    Delivery timescale. Delivery of the Goods shall take place at the address you provided when placing your order, within the timescale specified by us or your selected delivery provider.

5.4    We are not responsible for delays outside our control. 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 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.

5.5    If you are not available when the product is delivered. Unless we agree otherwise, all products will be delivered depending on the delivery method selected by you when making your order. If no one is available at your address to take delivery, we may follow the instructions you have given us of where to leave the goods in the circumstances. We take no responsibility for any lost or damaged products if there is no one at the address you have provided at the delivery slot you have selected to accept your order or if you fail to specify a safe and convenient location. If no one is available to accept your delivery or no suitable delivery instructions have been provided, a card will be left by our courier asking you to contact them at the earliest convenience to arrange an alternative delivery time. Redelivery is subject to availability. A redelivery fee may be applicable.  If you have any queries regarding delivery, please contact our customer service team.

5.6    If you do not re-arrange delivery. If you have not contacted us or the courier to rearrange a failed delivery or collection within 24 hours, your order will be cancelled and the cost of your order (excluding the cost of perishable items and any other associated charges) will be refunded to you.

5.7    Collection by you. If you have asked to collect the Goods from our Farm Shop, you can collect them at any time during the hours specified on the agreed collection date as indicated during the order process. Further details regarding our click and collect process can be found on the Website, click here.

5.8    When you become responsible for the Goods. The Goods will be your responsibility from the time it is delivered to the address you gave us or when collected from us.

5.9    When you own the Goods. You own the Goods once we have received payment in full.

5.10    Age restricted products. Where Goods are age restricted, such as products containing alcohol, you will be asked to confirm your age at the point of checkout. It is your responsibility to accurately provide this information. You may be asked to provide valid ID to verify your age at the point of delivery or collection of the Goods.

5.11    Delivery of perishable Goods. We package deliveries the day before your requested delivery date, to be sent by overnight courier. Perishable Goods must be consumed, refrigerated or frozen in accordance with the instructions and timeframes as detailed on the product packaging.  

5.12    Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

5.12.1    deal with technical problems or make minor technical changes;

5.12.2    update the product to reflect changes in relevant laws and regulatory requirements;

5.12.3    make changes to the product as requested by you or notified by us to you (see clause 3.6); or

5.12.4    we have not received payment in full for the Goods.

5.13    Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product unless the problem is urgent or an emergency. If we have to suspend the product, we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 20 business days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

6.    PRICE AND PAYMENT

6.1    Where to find the price for the product. The price of the product (which includes 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 advised to you is correct. However please see clause 6.4 for what happens if we discover an error in the price of the product you order. Please note that online prices may vary from in store prices.

6.2    Promotion or discount codes.  Promotions on our Website apply to full price items only, and exclude already discounted items. These promotions are valid when shopping online or by phone and cannot be used in conjunction with any other offer and cannot be applied retrospectively. Free postage promotions are only valid for UK standard delivery to mainland addresses. Discounts are not valid for the purchase of event tickets or gift cards, online or in store. We reserve the right to suspend, change or cancel any promotion at any time. We also reserve the right to add additional terms and conditions for specific promotions during the period of validity. Any refund you may be entitled to for Goods purchased in conjunction with a promotional discount will be calculated according to the terms of the promotional discount use.

6.3    We will pass on changes in the rate of VAT. If the rate of VAT changes 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 effect.

6.4    What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We are continually checking our website pricing. If, as a result of these checks, we identify a pricing error in your order, we will contact you. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Goods provided to you.

6.5    When you must pay and how you must pay. We charge you when you make your order. Order will only be processed once payment has been made in full. We accept payment with the credit and debit cards listed on our website.

6.6    Payment security. We take reasonable steps to protect your sensitive information, including card details. We utilise Secure Sockets Layer (SSL) technology to encrypt your details as they are being transmitted to us. Please contact us for further information regarding our online purchase process and review our Privacy Policy for information on how we use your personal information.

6.7   Credit Services. The site uses two credit service providers, Klarna and PayPal. Credit is not supplied by Greendale Farm Shop.

To use these services, you must be a UK resident over 18 years old with a valid payment card. Eligibility is subject to status and a credit search by Klarna and PayPal. Late payments may affect your credit rating.

Refunds will be handled according to Klarna's & PayPal's terms. Please refer to their terms for details on how refunds affect your outstanding payments.

Klarna & PayPal may update your card details with information from your card issuer and may store this information for future payments.

Click here for Klarna's terms & conditions
Click here for PayPal's terms & conditions

7.    YOU HAVE A LEGAL RIGHT TO CHANGE YOUR MIND

7.1    Your legal right to change your mind. For most of our products have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.

7.2    Where an order contains perishable Goods. You cannot cancel any order that contains perishable products (for example, meat) after 9am two days before the delivery date you specify in your order. For example, if you have ordered perishable products to be delivered at any time on a Thursday, you have until 9am on Tuesday morning to cancel your order.

7.3    When you can’t change your mind. You can't change your mind about an order for Goods:

7.3.1    products which are perishable products (see clause 7.2);

7.3.2    products sealed for health protection or hygiene purposes, once these have been unsealed after delivery;

7.3.3    which become mixed inseparably with other items after their delivery.

7.4    The deadline for changing your mind. Subject to clause 7.3, if you change your mind about a product, you must let us know no later than 30 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

7.5    How to let us know. To let us know you want to change your mind, request a return via our returns page on the Website. Once the request is approved you will need to download and print out the returns packing slip, which must be included with the Goods being returned. Please package the item securely and include inside the package your order number, name and address and the returns packing slip. Your return may not be accepted if the packing slip is not included.

7.6    You have to return the product at your own cost. You have to return your product to us without undue delay and in any event within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless you are returning a product because it is faulty. Returns should be posted to the Farm Shop. Unfortunately, we cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods.

7.7    We only refund delivery costs on damaged or faulty items. We also don't refund any extra you have paid for express delivery or delivery at a particular time.

7.8    We reduce your refund if you have used or damaged a product. If you handle the product in a way which we deem unacceptable, we may reduce your refund, to compensate us for its reduced value. For example, we may reduce your refund if the product's condition is not "as new", the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. We can advise you on whether we're likely to reduce your refund. Please contact us on the details provided at clause 1.2.

7.9    When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible, usually within 7 days and at the latest within 30 days. If you're sending your product back to us, we will usually refund you within 7 days of receiving it and at the latest within 30 days. We refund you by the method you used for payment. We don't charge a fee for the refund.

8.    YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT

If you think there is something wrong with your product, you must contact us using the details provided at clause 1.2. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.

 

9.    YOU CAN END AN ON-GOING CONTRACT (SUBSCRIPTIONS)

We tell you when and how you can end an on-going contract with us (for example, a subscription order for Goods) during the order process and we confirm this information to you in writing after we have accepted your order. If you have any questions, please Contact Us.

 

10.    SUMMARY OF YOUR KEY LEGAL RIGHTS

10.1    The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

10.1.1    Up to 30 days: if your goods are faulty, then you can get a refund.  

10.1.2    Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.  

10.1.3    Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.  

11.    OUR RIGHTS TO MAKE CHANGES

11.1    Minor changes to the product. We may change the product:

11.1.1    to reflect changes in relevant laws and regulatory requirements; and

11.1.2    to implement minor technical adjustments and improvements that will not affect your use of the product.

11.2    More significant changes to the products and these terms. In addition, we may make changes to these terms or the product, but if we do so we will notify you. You may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

11.3    Substitute Goods. Where you have ordered Goods which we cannot provide (for example, a perishable product which would not be edible by the time it is delivered to you) we may, at our sole discretion, provide a substitute of that Good which we believe to be similar or materially identical to the product you ordered. You will not be charged additional fees for substituted products. Before making a substitution, we may attempt to contact you by telephone or email to confirm the substitution with you. You can opt-out of receiving substitutes when placing your order.

 

12.    WE CAN WITHDRAW PRODUCTS 

We can stop providing a product. We will let you know as soon as possible, and we will refund any sums you've paid in advance for products which won't be provided.

 

13.    WE CAN END OUR CONTRACT WITH YOU

13.1    We can end our contract with you for a product and claim any compensation due to us if:

13.1.1    you don't make any payment to us when it's due;

13.1.2    you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or

13.1.3    you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us.

 

14.    WE DON’T COMPENSATE YOU FOR ALL LOSES CAUSED BY US OR OUR PRODUCTS

14.1    We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

14.1.1    Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

14.1.2    Caused by a delaying event outside our control. As long as we have taken the steps set out in the section 5.3.

14.1.3    Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

14.1.4    A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

15.    WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY POLICY

How we use any personal data you give us is set out in our Privacy Policy.

 

16.    YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US

16.1    Our complaints policy. We will do our best to resolve any problems you have with us or our products. Please contact us using the details at clause 1.2to discuss your complaint.

16.2    Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to CEDR through their website at https://www.cedr.com/. If you're not satisfied with the outcome, you can still go to court.

16.3    You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 

17.    OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT

17.1    We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.

17.2    You can only transfer your contract with us to someone else if we agree to this. You should contact us if you wish to do this. We can require the new owner to prove you transferred the product to them.

17.3    Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

17.4    If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

17.5    Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you're not allowed to, but that doesn’t mean we can't do it later.