Terms and Conditions
Terms & Conditions
Johns of Instow Ltd — Trading as Johns of Instow and Johns of Appledore
Last updated: 23 October 2026
About us
These Terms & Conditions govern the use of our website and the purchase of products from Johns of Instow Ltd, trading as Johns of Instow and Johns of Appledore (“Johns”, “we”, “our” or “us”).
Company name: Johns of Instow Limited
Company number: 05434191
Registered office: 69 High Street, Bideford, Devon, England, EX39 2AT
VAT number: 142828859
Email: sales@johnsofinstow.co.uk
Website: https://www.johnsofinstow.co.uk
By placing an order through our website, you agree to these Terms & Conditions. Please read them carefully before placing your order.
Nothing in these Terms & Conditions affects your statutory rights as a consumer under applicable UK law.
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 prices are the same as those available in our Instow and Appledore stores.
All prices are displayed in pounds sterling (£) and include VAT where applicable.
Delivery charges and any other applicable fees will be displayed during checkout before you complete your purchase.
We make every effort to ensure that product descriptions, prices and specifications are accurate. However, errors may occasionally occur.
We reserve the right to amend prices, product descriptions and specifications for future orders at any time. Changes will not affect an order that we have already accepted, except where a correction or other change is agreed with you or permitted by law.
2. Product Availability and Substitutions
All products are subject to availability.
As many of our products are sourced from small local producers and artisan suppliers, availability may occasionally be affected by seasonal changes, supplier shortages or circumstances outside our control.
If an individual product becomes unavailable after you place an order, we may contact you to offer a suitable alternative of comparable quality and value. If an alternative cannot be agreed, we may remove the unavailable item and issue an appropriate refund, or cancel the affected part of your order.
Hampers, Gift Bags and Gift Boxes
For hampers, gift bags and gift boxes, we reserve the right to substitute individual products where necessary due to availability, seasonal changes or supplier shortages.
Any substitute will be of the same or better quality and of an equivalent or higher retail value than the original product. We will not charge you extra for a substitution, even where the replacement product has a higher retail value.
We will make every effort to ensure that substitutions complement the overall contents, presentation and intended value of the hamper, gift bag or gift box.
Where possible, we will select an alternative that is similar in nature and suitable for the intended gift. However, the exact brand, flavour, variety or product may differ from the original listing.
If a suitable substitute is not available, we may contact you to discuss the options. If we are unable to provide an appropriate replacement, we will offer a suitable resolution, which may include a partial refund or cancellation of the affected item, as appropriate.
We will not use substitutions to reduce the overall quality or value of your purchase. Nothing in this section affects your statutory rights where a product is not as described or does not meet the requirements of applicable consumer law.
3. Cheese Weights and Handmade Products
Many of our products, including cheeses, deli items and other artisan foods, are prepared, cut or packed by hand.
We aim to supply the weight or quantity stated in the product description. Minor variations may occur due to the nature of hand-prepared products.
Where a weight is approximate, this will be indicated in the product description where appropriate. Any variation must remain reasonable and comply with applicable requirements relating to product descriptions, pricing and quantity.
Handmade or artisan production does not remove your statutory rights if a product is not as described or is otherwise not of satisfactory quality.
4. Packaging
Orders are packed by our team using appropriate packaging to protect products during handling and delivery.
Chilled products are packed using suitable insulation and cooling materials intended to help maintain product quality during transit.
Packaging materials may vary according to the products ordered, the size of the order and the delivery method.
Where we make specific claims about packaging being recyclable, sustainably sourced or locally supplied, these claims relate to the relevant materials used and are subject to the applicable recycling facilities and supplier information.
5. Delivery
We offer delivery to the areas specified on our website. Available delivery options, delivery charges and any applicable restrictions will be displayed during checkout.
Delivery charges are calculated according to the applicable delivery option and order details. Charges apply separately to each delivery address. If you wish to send products to multiple addresses, separate orders must be placed for each address.
Delivery dates and times are estimates unless a specific delivery commitment has been expressly agreed with you.
You are responsible for providing an accurate delivery address, contact details and any necessary delivery instructions.
If delivery cannot be completed because you have provided incorrect information, or because you or your nominated recipient are unavailable where a delivery requires someone to receive it, we may arrange another delivery attempt or return the goods to us.
Where reasonable and justified, additional delivery charges may apply if a further delivery attempt is required because of circumstances within your control. We will explain any applicable charges before arranging a further delivery.
If a delivery is unsuccessful and perishable goods cannot safely be resold or reused, a refund may not be available where the loss results from circumstances for which you are responsible, subject to applicable law and your statutory rights.
If delivery fails because of circumstances for which Johns or its delivery provider is responsible, we will work with you to resolve the issue and provide any remedy required by law.
Where we arrange delivery, responsibility for the goods generally remains with us until they are physically received by you or a person you have nominated to receive them, subject to applicable law.
If you request a delivery arrangement that is not offered or arranged by us, responsibility may pass in accordance with the applicable legal rules and the agreed arrangement.
6. Click & Collect
We offer a free Click & Collect service from our Instow and Appledore stores, subject to availability.
Orders must normally be placed at least one day before the requested collection date to allow sufficient preparation time. Available collection dates and times will be displayed during checkout.
Please bring your order confirmation when collecting your order. We may request reasonable proof of identity or order details before releasing an order.
If you are unable to collect your order on the agreed date, please contact us as soon as possible at sales@johnsofinstow.co.uk.
Where an order contains fresh or perishable products, we may be unable to store the products beyond the agreed collection time or date because of food safety and quality requirements.
If an order is not collected, we will consider the circumstances and the nature of the products when determining what action is appropriate. Any cancellation, refund or other remedy will be handled in accordance with applicable law.
7. Payment
We accept the payment methods displayed at checkout, which may include PayPal and major debit and credit cards.
A PayPal account is not required if the available checkout options allow you to pay by card without one.
Payment is normally taken in full when you place your order.
Online payments are processed through our payment service provider. We do not intend to store full payment card details on our own systems. Payment processing is subject to the relevant provider’s terms and privacy arrangements.
We reserve the right to investigate or decline an order where there are reasonable grounds to suspect fraud, unauthorised payment or other misuse of our website. Where an order is declined or cancelled after payment has been taken, any refund due will be processed appropriately.
8. Order Confirmation and Acceptance
After you place an order, we will normally send an email acknowledging receipt of your order.
An automated acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.
Our acceptance of your order and the formation of a contract will occur in accordance with the order process explained on our website and in the communications we send you.
If we are unable to accept your order, for example because a product is unavailable or there is a material pricing error, we will contact you as appropriate and refund any payment taken for goods we cannot supply.
Once an order has been accepted, any agreed changes or cancellations will be handled in accordance with these Terms & Conditions and applicable consumer law.
9. Consumer Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have the right to cancel certain online purchases within 14 days of receiving the goods, without giving a reason.
However, this cancellation right does not apply to certain types of goods, including:
- Goods that are liable to deteriorate or expire rapidly, such as many fresh food and chilled products.
- Goods that are sealed for health protection or hygiene reasons and are unsuitable for return once unsealed, where the legal conditions for this exception are met.
- Other goods or circumstances that fall within a specific statutory exception.
The perishable-goods exception does not automatically apply to every food product. Some packaged, shelf-stable products may remain eligible for the usual cancellation rights.
Where you have a statutory cancellation right, you must notify us clearly of your decision to cancel within the applicable cancellation period. You may contact us at sales@johnsofinstow.co.uk.
Unless we agree otherwise or the law provides otherwise, you will be responsible for the direct cost of returning goods where you have been informed of this before purchase.
Returned goods should be handled with reasonable care. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where a cancellation is valid, we will provide the refunds required by law, normally using the original payment method. Refunds will be made within the applicable legal timeframe, which is generally 14 days after we receive the returned goods or evidence that they have been sent back, where return is required.
Nothing in this section limits your statutory rights where goods are faulty, damaged, not as described or otherwise not of satisfactory quality.
10. Returns of Fresh Food and Quality Concerns
Due to the perishable nature of many of our fresh food products, we do not accept returns of fresh food simply because you have changed your mind or no longer wish to keep the products, except where a return or cancellation right applies under the law.
We take care when preparing, packing and dispatching fresh food orders to help ensure that products reach you in the best possible condition.
If your order arrives damaged, the products are not of the expected quality, an item is missing or incorrect, or you have concerns about the condition of your fresh food on arrival, please contact us as soon as possible, ideally within 24 hours of delivery.
Please email sales@johnsofinstow.co.uk with:
- Your order number and contact details.
- A description of the issue.
- Photographs of the affected products and packaging, where possible.
- Any relevant delivery information.
We may ask you to retain the affected products and packaging while we investigate, where practical. For food safety reasons, do not consume any product you believe may be unsafe.
Delivery damage and shipper claims
Where your order has been delivered by a third-party courier or delivery provider, we may ask you to report any damage or delivery-related issue to the shipper as well.
Where appropriate, we will help you identify the relevant claims process and provide supporting information for a claim for compensation from the shipper. Any compensation payable by the shipper will depend on the circumstances, the applicable delivery contract and the shipper’s terms.
Please contact Johns directly as well if the issue relates to the quality, condition or accuracy of products supplied by us. We will investigate the matter and provide an appropriate remedy where required by law.
Contacting the shipper or making a claim with them does not replace any rights you may have against Johns. We will not require you to obtain compensation from a courier as a condition of receiving a remedy that Johns is legally required to provide.
Nothing in this section removes your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection law.
11. Returns of Non-Perishable Products
For non-perishable products that are eligible for cancellation under the Consumer Contracts Regulations 2013, the cancellation process in Section 9 applies.
If you believe a non-perishable product is faulty, damaged, incorrect or not as described, please contact us at sales@johnsofinstow.co.uk as soon as reasonably possible.
Please provide your order number and a description of the issue. Photographs may help us investigate.
We will assess the circumstances and provide the remedy required by law, which may include a repair, replacement, refund or other appropriate resolution, depending on the product and circumstances.
12. Alcohol Sales
Certain products sold through our website contain alcohol.
By placing an order for alcohol, you confirm that you are aged 18 or over.
We reserve the right to request proof of age and to refuse a sale or delivery where appropriate age verification cannot be completed or where we reasonably believe that the purchaser or recipient is under 18.
The person receiving an alcohol delivery may be required to provide valid proof of age. Our delivery arrangements may include age-verification procedures, and alcohol may not be handed over where the relevant legal requirements are not met.
Customers must not provide false age information or attempt to circumvent age-verification procedures.
All alcohol sales and deliveries are subject to applicable licensing laws and the conditions of any relevant premises licence.
13. Loyalty Programme
Any loyalty programme operated by Johns may be subject to separate terms and conditions, which will be made available to participants.
Those terms may explain how points or rewards are earned, redeemed and managed, including any expiry dates or exclusions.
We may amend, suspend or withdraw a loyalty programme where reasonably necessary, subject to any applicable programme terms, appropriate notice where practicable and customers’ statutory rights.
We will not use this provision to remove rights or benefits that customers are legally entitled to retain.
14. Marketing Communications
If you choose to subscribe to our marketing communications, we may send you information about promotions, seasonal offers, new products, events and other relevant news about Johns.
You can unsubscribe at any time using the unsubscribe link in our marketing emails or by contacting sales@johnsofinstow.co.uk.
We may use third-party email marketing services to manage subscriptions and send communications, as explained in our Privacy Policy.
Receiving marketing communications is not a condition of placing an order unless a particular promotion clearly and lawfully states otherwise.
Essential communications relating to an existing order, payment, delivery or customer service issue may still be sent after you unsubscribe from marketing.
15. Website Accuracy and Product Images
We make reasonable efforts to ensure that the information on our website is accurate and up to date.
However, occasional errors may occur in product descriptions, prices, availability or other information. If we identify a material error affecting your order, we will contact you as soon as reasonably possible to discuss the available options.
Product images are intended to illustrate the products. Actual products may vary slightly from images, particularly where they are handmade, seasonal or supplied by artisan producers.
Any accessories, props or decorative items shown in photographs are not included unless expressly stated in the product description.
Images and illustrative wording do not override the actual product description or your statutory rights.
16. Food Allergens and Product Information
We make reasonable efforts to provide accurate product information, including ingredient and allergen information where applicable.
Ingredients and allergen information may change because of supplier or recipe changes. Customers with food allergies, intolerances or other dietary requirements should review the relevant product information carefully and contact us before ordering if they need clarification.
Please do not rely solely on product photographs or general descriptions when checking allergens.
Where a product contains or may contain an allergen, the relevant information will be provided as required by applicable food information law. We will take appropriate steps to communicate relevant information, but customers should contact us if they are uncertain about a product’s suitability.
17. Complaints
If you are dissatisfied with a product, delivery or service, please contact us at sales@johnsofinstow.co.uk.
Please include your order number, a description of the issue and any supporting information that may help us investigate.
We will review your complaint and aim to respond as soon as reasonably possible. Where we need further information, we may contact you to clarify the circumstances.
We aim to resolve complaints fairly and in accordance with our legal obligations.
18. Privacy
We process personal information in accordance with our Privacy Policy, which explains what information we collect, how we use it, the service providers we work with and the rights available to individuals.
Our Privacy Policy is available through our website.
19. Limitation of Liability
Nothing in these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited, including liability for:
- Death or personal injury caused by negligence.
- Fraud or fraudulent misrepresentation.
- Breach of statutory rights relating to goods, including the rights to goods of satisfactory quality, fit for purpose and as described.
- Any other liability that cannot be excluded or limited under applicable law.
We are responsible for supplying products in accordance with the contract and applicable consumer law.
Subject to the above, we will not be liable for losses that are not reasonably foreseeable consequences of our breach of contract or other relevant legal duty, to the extent that such a limitation is permitted by law.
Nothing in these Terms & Conditions removes your right to seek the remedies available to you under applicable consumer protection legislation.
20. Events Outside Our Control
We will not be responsible for a delay or failure to perform an obligation where it results from circumstances beyond our reasonable control, such as severe weather, transport disruption, supplier shortages, interruptions to essential services or other unforeseen events.
Where such circumstances affect your order, we will take reasonable steps to inform you and minimise the impact.
This section does not remove any statutory rights you may have, including any right to a refund where we are unable to fulfil an order.
21. Changes to These Terms & Conditions
We may update these Terms & Conditions from time to time to reflect changes to our business, products, website, services or legal requirements.
The version published on our website will apply to new orders from the date it becomes effective.
Changes will not retrospectively alter the terms of an order that we have already accepted unless the change is agreed with you or is otherwise permitted by law.
We recommend reviewing these Terms & Conditions before placing an order.
22. Governing Law and Jurisdiction
These Terms & Conditions are governed by the laws of England and Wales.
Where you are a consumer, nothing in this section removes any mandatory rights you may have under the laws applicable to your circumstances.
Disputes will be dealt with by the courts of England and Wales, subject to any mandatory consumer jurisdiction rules that apply.
23. Contact Us
If you have any questions about these Terms & Conditions or an order placed through our website, please contact us:
Johns of Instow Ltd
Trading as Johns of Instow and Johns of Appledore
Registered office: 69 High Street, Bideford, Devon, England, EX39 2AT
Company number: 05434191
VAT number: 142828859
Email: sales@johnsofinstow.co.uk
Thank you for shopping with Johns of Instow and Johns of Appledore.