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Terms & Conditions

 

Making a Contract with Us 

In placing an order on our website you agree to our terms and conditions.

Helen Browning’s Organic Online Shop is a trading name of Eastbrook Farm Organic Meats Reg. No. 03363713 (England). Registered Office: The Calf House, Cues Lane, Bishopstone, Swindon Wiltshire SN6 8PL. English law applies to all orders placed on this website, and any disputes will be heard in the courts of England and Wales. When you place an order online with us you are making an offer to buy our goods. We will send you an email to confirm that we have received your order request. Once we have verified the price and availability of the goods we will email you again to confirm that your goods have been despatched to you, which signifies that a contract has been made between us. Every effort is made to ensure that our estimated delivery times are met; however occasionally delays in delivery due to unforeseen factors are inevitable.

Price Policy

Every item is described as accurately as possible. All product prices are shown in pounds sterling and are inclusive of VAT and exclusive of postage and packing charges, unless otherwise specified

Promotions

Promotions are subject to availability and are not an indication of availability. Offers may be changed or withdrawn at any time.

Payment Policy

All orders must be paid for in £ sterling. We will take all reasonable steps to ensure all the information provided by you during payment is secure by using an encrypted secure payment mechanism.

Delivery

Our delivery charges and estimated delivery times are clearly stated against each product. We use Royal Mail to deliver and our able to deliver most orders to most to all UK addresses for the same delivery charge. We are happy to deliver to international address: please contact us for a postage quote in advance of placing your order.

Parcels bigger than 60x45x45cm, or weighing >20kg may attract a supplemental delivery charge, particularly to Channel Islands, UK Islands, Northern Ireland and Highland and Island postcode areas: AB31-38, AB41-45, AB55-56, HS1-9, IV, KW0-17, PA20-78, PH15-99, FK17-21, KA27-28, ZE

We despatch all items as soon as they are available, so if you have ordered multiple items parcels may arrive separately. In stock items are delivered on average within 5 days – although we ask you to allow up to 10 days as some items are made to order and despatched directly from our suppliers.

Gift Vouchers

We sell gift vouches on behalf of our partner The Royal Oak in Bishopstone. Royal Oak gift vouchers can be purchased in multiples of £10 or £25 and may only be redeemed against purchases made in either the Royal Oak Pub, Restaurant or Hotel. They may only be redeemed in person and cannot be used online. Your Gift Voucher is not transferable and, due to UK licensing laws, may not be used by under 18s. Please note that your Gift Voucher must be spent in full. Any unused value will be forfeited. The Gift Voucher is valid for 12 months from purchase date.

Our Returns Policy

If you’re not happy with your purchase, please return it to us unused and in its original packaging within 14 days for an exchange or refund. Unless faulty we are unable to accept returns on items that have been made specially for you. This does not affect your statutory rights.

On receipt of your returned item we will credit the full value of the item to the payment card or Paypal account used to purchase the item, excluding any shipping costs. Please note that we can not usually pay for the cost of returning the item unless the item is damaged or faulty.

Returned parcels remain the responsibilty of the customer until received by us and we recommend that you obtain a certificate of posting or, if the goods are of high value, use a tracked delivery service. We regret that we are unable to process replacements or refunds until the original items have been received back with us.  Please note that, although usually much quicker, credit card refunds can take up to 10 working days to be processed by your bank. 

Please note that if goods originally purchased as part of a bundle offer are returned for a refund, then we reserve the right to revert the remaining goods to their normal price and refund accordingly. We also reserve the right to refuse a refund if the condition of the goods reflects normal wear and tear.  

How to Return an Item

Making a return is easy, and you may return any item within 14 days of receipt for a full refund, replacement or exchange.

Initially please email us at [email protected] so that we can email you a returns form to enclose in your package, and so we know to expect your return. Then,

 

1.       Complete the returns form stating the reason for your return.

2.       Enclose the form in the parcel. Note that goods should be returned unused and in their original packaging.

3.       Take to the post office/parcelshop and retain proof of postage.

Send the item to

Returns
Helen Browning's Organic Online Shop
The Calf House
Cues Lane
Bishopstone
Wiltshire 
SN6 8PL

Please allow up to 6 working days for your refund to be processed.

Cancellation

When you order with us you are covered by the Consumer Contracts Regulations 2013. This means that you have the right to cancel your order within 14 days of receipt of your goods as long as these goods were not made to your specification.

To exercise your cancellation rights, please write to us at [email protected] including your name, order number, postal address and a description of the goods you wish to return. We expect you to have taken reasonable care of the goods, ensuring they remain unused and in their original packaging.

When we receive the goods from your cancelled order we will reimburse you, including original outbound postage charges, within 14 days via the payment method used for the original transaction. Any supplementary delivery charges (including any express delivery fee) will not be refunded, and a deduction may be made for goods returned in an unsatisfactory condition as a result of unnecessary handling. You are liable for the cost of return postage to us.

Stock Availability

Any orders placed through the website are considered subject to there being stock available. We will inform you as soon as we can if we are unable to fulfil your order and will refund you in full, including all postage charges.

Copyright & Trademarks

The content contained within the pages of this site (including pictures, photographs, images, logos, written text and other materials) is made available for your personal non-commercial use only. You may, if necessary to make a purchase, download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited.

Order Acceptance

We may not be able to accept your order, or part of your order, due to one of the following reasons:

  • The product you ordered is unavailable from stock
  • Authorisation of your payment method failed
  • We made a pricing or product description error
  • We are unable to post the item to your address

In all cases we will refund you in full, however please note that some banks can take up to 10 days to return funds to your account.
 

Privacy Policy

Eastbrook Farm Organic Meats t/a Helen Browning’s Organic Online Shop is committed to protecting your personal information. We want to ensure that our customers feel comfortable and safe when shopping with us, and we recognise that the way in which we use your personal information is important to you. This Privacy Policy statement provides details of how we use your personal information and how we keep it safe and secure.

Who are we?

We are Eastbrook Farm Organic Meats Limited Reg. No. 03363713 (England) trading as Helen Browning’s Organic Online Shop.

We are fully committed to complying with all of our legal obligations under the General Data Protection Regulation (GDPR) (EU) 2016/679 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR) and all other applicable laws.

Our registered office is: The Calf House, Cues Lane, Bishopstone, Wiltshire SN6 8PL.

How we collect your personal information

We collect your personal information when you shop with us and we store this information whenever you create an account with us on our website. We also collect data about how our customers use our website (for more information please see our Cookie Policy below)

What personal information we collect

We collect personal information from you to ensure that we can fulfil your order, answer your enquiry or to keep you informed of product updates and relevant offers. There are instances where the provision of certain items of information is optional, however, please bear in mind that by choosing not to provide this information, it may delay our ability to contact you in the event of an issue with your order. For example, if you’ve asked us to let you know when an item comes back into stock, we can’t do that if you’ve withdrawn your general consent to hear from us.

If you have a web account with us we may collect, your name, gender, date of birth, billing/delivery address, orders and receipts, email and telephone number. For your security we also keep an encrypted record of your login password (although we cannot access this). Please note we do not store your payment card details, these are managed by our payment provider Braintree or Paypal under full PPI Compliance.

We may also collect the following: your IP address when you use our website, Social Media information that you have given permission for us to access, publicly available information.

Why we collect your personal information

We will only use your personal information with your consent or for legitimate interest. These include fulfilling your order and providing targeted marketing communications from ourselves and others. For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees and so on.

How we protect your personal information

We know how much data security matters to all our customers and we are committed to protecting the personal information you entrust to us. Our staff are trained in the handling of personal data and we only keep the data we need for as long as we reasonably need it.

How you can control your personal information

We aim to make it easy for you to control how we use your personal information and you have the right at any time to change this information or ask that Eastbrrok Farm Organic Meats stop contacting you. It is your information and we want to make sure you feel in control of it

Updates and further information

Please check back to this page regularly for updates. We may also inform you of any changes when appropriate via email.

Cookie Policy

In order to give you the most relevant experience on our website and to allow it to function correctly we use ‘cookies’. Cookies are small text files stored on your computer that perform many useful tasks, such as allowing us to keep track of what is in your basket and remembering you when you return to our website. It is possible to opt out of cookies by disabling them via your internet browser’s cookie settings, but this may result in some parts of our website not functioning properly.

By using our website you are confirming that you consent to our use of cookies on your computer in accordance with our Cookie Policy.

What is a cookie?

A cookie is simply a small text file which a website may send to your computer to store. It can be thought of as an identification card which helps to identify you to a website when you return. At no point do our cookies or those of our third parties store your personal payment information. Cookies play an essential role in making the interaction between customer and website a smoother, faster process.

What sort of cookies do we use?

Our website uses cookies in the following ways:

·         Essential Cookies Certain cookies are essential for the operation and functionality of our website. For example, cookies are set to enable us to correctly process customer activity such as orders, email subscriptions and registrations. Cookies also enable the use of the site search and navigation tools on our website.

·         Performance Cookies Other cookies are used to help us monitor the performance of our website. This enables us to identify and resolve any problems and therefore provide a better online shopping experience.

·         Third Party Cookies We have relationships with carefully selected and monitored suppliers, such as Google Analytics, who may also set cookies during your visit. These cookies are used by us to monitor our website traffic and performance, and also for remarketing purposes. None of our third parties collect any personal data from which they would be able to identify individual customers.

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