Terms & Conditions

Please read these terms of use carefully before using this Site

We are delighted that you are interested in our website and products.  This page tells you important information about the legal terms and conditions (“Terms”) which govern how we sell any of the products (“Products”) listed on our website shop.carrsflour.co.uk (our “Site”).

These Terms will apply to any contract between us for the sale of Products to you (“Contract”).  Please note that before placing an order you will be asked to agree to these Terms.

These terms may have changed since you last reviewed them. For a list of changes and when they were made, please contact us.

You can find everything you need to know about us and our Products on our website and in these Terms before you order. We confirm the key information to you in writing after you order, either by email or in your online account.

You may only purchase Products from our site if you are at least 18 years old.

Information about us

We are Carr’s Flour Mills Limited (“Carr’s”,  "we", “our” and “us”) a company registered in England and Wales under company number 00480341 and with our registered office at Victoria Mills, London Road, Wellingborough, Northamptonshire, NN8 2DT.

• How to contact us. If you wish to contact us, you can e-mail us at shop@carrsflour.co.ukor contact our Customer Services team by telephone on 01697 333 715 or by post to our registered office address.
• How we may contact you. If we have to contact you or give you notice in writing, we will do so by e-mail, using the email address you provide to us.

There are other terms which may apply to you

These Terms refer to the following additional terms, which also apply to your use of our Site:

• Our Privacy Policy, found at: https://shop.carrsflour.co.uk/pages/privacy
• Our Cookie Policy: https://carrsflour.co.uk/privacy-policy/
• Our delivery and return policy, found at: https://shop.carrsflour.co.uk/pages/delivery

Our Products

The images of the Products on our Site are for illustrative purposes only. The packaging of the Products may vary from that shown on images on our Site.

The minimum order requirement per order is 1 single Products or one case (ranging between 7-12 Products) (“Minimum Order”). We reserve the right to discontinue any Product at any time.

How we Use your Personal Information

Please see our Privacy Policy, which can be found at https://carrsflour.co.uk/privacy-policy/, as it includes important terms which apply to you and how we collect and use your personal information.

How the Contract is Formed Between You and Us

After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.  Our acceptance of your order will take place once you receive an email confirming the Products have been dispatched (“Dispatch Confirmation”).  At this point the Contract will be formed between you and us.

We are not responsible for any inaccuracies in an order placed by you. By placing an order, you agree to us giving you confirmation of the contract, at the point of Dispatch Confirmation, by means of an email with all necessary information confirming the order in it.

Sometimes we are unable to accept orders because, for example, the Product is no longer available, we cannot authorise your payment, or you have not met the Minimum Order requirements. We reserve the right to reject an order for any reasonable reason.

If we are unable to fulfil your order or supply you with a Product, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.

Price of Products and Delivery Charges

The prices of the Products will be as quoted on our Site at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system.  Prices for our Products may change from time to time, but changes will not affect any order you have already placed.

You must pay by submitting your credit or debit card details with your order, or using the other payment methods available on our Site, and we will take payment immediately.

If your payment is not received by us and you have already received the Products, you must:

• pay for such goods as soon as possible and in any case within 30 days; or
• return them to us as soon as possible and in any case within 30 days. If so, you must keep the Products in your possession, take reasonable care of them (including ensuring that you follow any instructions given with the Products) and not use them before you return them to us.

The cost of delivery to the address you give to us will be stated at the time you submit your order. Please note that delivery to the Scottish Highlands & Islands, Northern Ireland, Eire, Channel Islands, Isle of Man, Isle of Scilly and Isle of Wight will be subject to a surcharge for delivery, which is stated when you submit your order.

The price of a Product includes VAT.

Delivery

We will contact you with an estimated delivery date, which will be within 30 days after the date of the Dispatch Confirmation. Although we aim to dispatch orders within 5 working days, we do not guarantee this, so please allow up to 10 working days for the delivery of your order.

Delivery of an order will be completed when we deliver the Product to the address you gave us and the Product will be your responsibility from that time.

The Product will be delivered by a third party courier service. The courier will leave the parcel in a safe place unless you provide alternative instructions.

You own the Product once we have received payment in full, including all applicable delivery charges.

For further details of our delivery and returns policy, please follow the link: https://shop.carrsflour.co.uk/pages/delivery

We’re not responsible for delays outside our control

If our supply of your Products are delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: shop@carrsflour.co.uk to end the contract and receive a refund for any Products you have paid for in advance, but not received, less reasonable costs we have already incurred.

Your Consumer Right of Return and Refund

For most of our Products bought online through our Site, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. We will refund you via the payment method that you used to pay. If you used vouchers to pay for the Product, we may refund you in vouchers. This is subject to some conditions, as set out below.

You can't change your mind about an order for:

• perishable food products;
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind:

• Before we dispatch your order. You have a right to cancel a Contract up to the point of dispatch of your order. This means that during this period if you change your mind or decide for any other reason that you do not want to receive a Product, you can notify us of your decision to cancel the Contract and receive a refund.

We will then:

• refund you the price you paid for the Product;
• refund any delivery costs you have paid; and
• make any refunds due to you as soon as possible and in any event within 14 days after you inform us of your decision to cancel the Contract.

If you purchased a number of Products and wish to part-cancel an order prior to dispatch, and the part-cancellation brings the order below the Minimum Order threshold as set out in clause 2, then the Contract will be cancelled in its entirety and we will issue you with a full refund.

• After we dispatch your order. If you change your mind about a Product you must let us know no later than 14 days after the day we deliver your Product. If the Products are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team at shop@carrsflour.co.uk, with your order number in the email header. Your cancellation will be effective from the date that you email us.

You have to return the Product at your own cost. You have to return it (and any free gifts provided with it) to us with all the packaging undamaged and intact within 14 days of your telling us you have changed your mind. You can:

• by contacting our Customer Service Team: shop@carrsflour.co.uk. You will need your email order confirmation details.
• send the Product back to us. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, see our Returns Process: https://shop.carrsflour.co.uk/pages/delivery or contact our Customer Service Team: shop@carrsflour.co.uk.

Damaged packaging or mis-described Product

If the product or packaging is damaged by you, a refund will not be possible.

However, if the packaging was damaged in transit, or the Product is mis-described  please send a photo of the damage to shop@carrsflour.co.uk and we will arrange a refund of the price of the Product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the Product to us.

Storage of items before return

Prior to your return of the Product, please store it appropriately as per the instructions on the Product, otherwise a refund will not be processed.  Please be aware, we will only accept a return under this section if all of the Products in your order are returned.  You will be responsible for the cost of returning the Products to us.  Once we receive your returned Product, we will refund you but it may take up to 7 days for a refund to enter your bank account.

You have rights if there is something wrong with your Product

If you think there is something wrong with your Product, you must contact our Customer Service Team: shop@carrsflour.co.uk. We honour our legal duty to provide you with products that are as described to you on our Site 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.

We can change, or suspend the supply of, a Product. We do this to:

• deal with technical problems or make minor technical changes;
• update the Product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the Product.

We don't compensate you for all losses caused by us or our Products

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

• 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).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in these Terms.
• Something you could have avoided by taking reasonable action.

Our total liability to you in respect of all losses arising under or in connection with the contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price you paid for the Products.

Nothing in the foregoing paragraphs or these Terms seek to exclude or limit our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any breach of the terms implied by sections 7 & 8 and 14 & 15 of the Food Safety Act 1990 (compliance with food safety requirements and satisfactory quality and description);
• non-compliance of any labelling with the requirements of the Food Information Regulations 2014; or
• defective packaging under the Consumer Protection Act 1987.

You have several options for resolving disputes with us:

• Our complaints policy. Our Customer Service Team: shop@carrsflour.co.uk will do their best to resolve any problems you have with please contact the Customer Service Team.
• 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 the Centre for Dispute Resolution (CEDR) through their website at https://www.cedr.com/. CEDR does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.
• 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.

You can obtain further information about your rights under these Terms from the Citizens Advice Bureau (https://www.citizensadvice.org.uk).

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your Product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. However, you can transfer our guarantee to a new owner of the Product. We can require the new owner to prove you transferred the Product to them.

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.

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.

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