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Terms and Conditions

Johns of Instow Limited
Company Number: 05434191
Registered Office: 69 High Street, Bideford, Devon, England, EX39 2AT
VAT Number: 142828859

These Terms and Conditions govern the use of our website and the purchase of products from Johns of Instow Limited (“Johns”, “we”, “our”, or “us”). By placing an order through our website, you agree to be bound by these Terms and Conditions.

1. Our Products and Pricing

We are committed to offering high-quality local, artisan and homemade products at fair and competitive prices. Wherever possible, our online product prices are the same as those available in our Appledore and Instow stores.

All prices are shown in pounds sterling (£) and include VAT where applicable.

We reserve the right to amend prices, product descriptions and specifications at any time without prior notice. Any changes will not affect orders that have already been accepted.

2. Product Availability

All products are subject to availability.

As many of our products are sourced from small local producers and artisan suppliers, there may occasionally be supply shortages. If an item becomes unavailable after an order has been placed, we may:

  • Contact you to offer a suitable alternative of equivalent quality and value;
  • Remove the unavailable item and issue a refund for that item; or
  • Cancel the affected part of your order and provide an appropriate refund.

3. Cheese Weights and Handmade Products

Many of our products, including cheeses, are prepared and cut by hand.

While we make every effort to provide the stated weight, minor variations may occur. Such variations are normal and do not constitute a fault.

4. Packaging

Orders are packed by hand by our team using branded packaging.

Chilled products are packed with appropriate insulation and cooling materials to help maintain product quality during transit. All cardboard packaging is sourced from local suppliers using sustainably sourced materials and is fully recyclable.

5. Delivery

We offer delivery throughout the areas specified on our website.

Delivery charges are calculated during checkout and are charged per delivery address. If you wish to send products to multiple addresses, separate orders must be placed for each address.

Delivery dates are estimates only and cannot be guaranteed unless expressly stated.

You are responsible for ensuring that the delivery address and contact details supplied are accurate.

If delivery cannot be completed due to incorrect information provided by you, or because nobody is available to receive the order where a signature is required, additional delivery charges may apply.

If goods are returned to us following unsuccessful delivery attempts and all delivery instructions have been followed correctly, we reserve the right to refuse a refund for any perishable products.

Risk in the products passes to you upon delivery.

6. Click and Collect

We offer a free Click & Collect service from our Instow and Appledore stores.

Orders must be placed at least one day before collection to allow sufficient preparation time.

Collection dates and available collection times are displayed during checkout.

Please bring your order confirmation when collecting your order. We may request proof of identity before releasing an order.

If you are unable to collect your order on the agreed date, please contact us as soon as possible.

7. Payment

We accept secure online payments through PayPal and major debit and credit cards.

A PayPal account is not required in order to make a payment.

Payment is taken in full at the time an order is placed.

We do not store payment card details on our systems.

8. Consumer Cancellation Rights

Under the Consumer Contracts Regulations 2013, consumers generally have the right to cancel online purchases within 14 days.

However, this right does not apply to goods that are liable to deteriorate or expire rapidly, including but not limited to fresh food, chilled products, cheeses, cream, baked goods and other perishable items.

Where cancellation rights do apply, products must be returned unused and in their original condition.

Refunds will be processed within 14 days of receiving the returned goods or satisfactory evidence that they have been returned.

9. Returns, Damaged Goods and Incorrect Orders

We take great care in preparing and packing every order.

If you receive:

  • Damaged goods;
  • Incorrect goods; or
  • Goods that are not of satisfactory quality,

please contact us at sales@johnsofinstow.co.uk within 24 hours of delivery where possible, providing photographs of the issue.

We may ask you to retain the goods, packaging or provide photographic evidence to assist with our investigation.

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

Where we agree that goods are faulty, damaged or incorrectly supplied, we will provide an appropriate replacement, refund or other remedy as required by law.

10. Alcohol Sales

Certain products sold through our website contain alcohol.

By placing an order for alcohol, you confirm that you are aged 18 years or over.

We reserve the right to carry out age verification checks and to refuse the sale or delivery of alcohol where we reasonably believe that the purchaser or recipient is under 18 years of age.

It is an offence to purchase alcohol on behalf of a person under the age of 18.

11. Loyalty Programme

Any loyalty programme operated by Johns is subject to separate terms and conditions available on our website.

We reserve the right to amend, suspend or withdraw loyalty benefits at any time.

12. Marketing Communications

If you choose to subscribe to our marketing communications, we may send you information about promotions, seasonal offers, new products and events.

You may unsubscribe from marketing communications at any time by using the unsubscribe link included in our emails or by contacting us directly.

13. Website Accuracy

We make every effort to ensure that information on our website is accurate and up to date.

However, errors may occasionally occur. If we discover an error affecting your order, including pricing or product information, we will contact you as soon as reasonably possible to discuss available options.

Product images are for illustrative purposes only. Products may vary slightly from the images displayed, particularly where products are handmade or seasonal.

Any accessories, props or decorative items shown in photographs are not included unless expressly stated in the product description.

14. Complaints

If you are dissatisfied with our products or service, please contact us at:

sales@johnsofinstow.co.uk

We will investigate your complaint and aim to respond within a reasonable timeframe.

15. Privacy

Your personal information will be processed in accordance with our Privacy Policy, which explains how we collect, use and protect your personal data.

16. Limitation of Liability

Nothing in these Terms and Conditions excludes or limits our liability for:

  • Death or personal injury caused by our negligence;
  • Fraud or fraudulent misrepresentation; or
  • Any liability that cannot be excluded or limited under applicable law.

Subject to the above, our liability shall be limited to the value of the products purchased.

17. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes arising from or relating to these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.