1. Agreement to Terms
By placing an order and making payment, you agree to the following Terms & Conditions. These terms form a legally binding agreement between you and Charlotte’s Sourdough. Please read them carefully before confirming your purchase.
Payment Conditions
Prices & Payments
- All prices listed on our website include VAT. However, they are subject to change due to market fluctuations and other external factors.
- Payment must be made at the time of order by credit or debit card, unless a prior agreement is in place. Online transactions are processed securely through [third-party payment processor name].
Currency
- All transactions are processed in GBP.
Refund and Cancellation Policy
Right to Cancel
In accordance with UK consumer law, you have the right to cancel your order within 14 days of purchase, except in the following cases:
- Perishable goods (e.g., bread and other bakery products) with a short shelf life.
- Custom or bespoke orders tailored to your specific requirements (e.g., special dietary loaves, personalized loaves).
How to Cancel
To cancel your order, you must contact us by email at [[email protected]
Refund Policy
We are committed to ensuring customer satisfaction. If you are dissatisfied with your products, the following refund process applies:
- Faulty or Damaged Products:
If the products are faulty, damaged, or not as described, you are entitled to a full refund or replacement. Notify us within 48 hours of receiving your order by emailing [[email protected]] with photographic evidence of the issue. - Unsuccessful Delivery:
If we fail to deliver your order due to our error, we will offer a refund for the delivery charge or the full value of the order, depending on the circumstances.
Refund Exclusions
Refunds will not be granted for the following:
- Products left in a designated safe place that are subsequently damaged or spoiled.
- Products that were not consumed or stored according to our instructions (see “Storage & Consumption” section below).
Timeframes
Refunds will be processed within 14 days of our confirmation of refund approval.
Complaints Process
If you have any complaints regarding your order, please contact us immediately upon receipt, or within 48 hours, via email at [[email protected]
- If a refund or replacement is granted, we may require the return of the unused or uneaten product for inspection. If the return is due to a fault or error on our part, we will cover the return postage costs.
Amendments to Orders
You may request modifications to your order (e.g., adding or changing items) at least 24 hours before your scheduled delivery or collection. While we will do our best to accommodate changes, we cannot guarantee them due to the nature of our production process.
Delivery Conditions
Delivery Charges
- Delivery charges are calculated based on the distance and time involved. If applicable, the exact charge will be displayed at checkout.
- Bread/products can also be collected directly from our premises by prior arrangement.
Delivery Times & Issues
- While we strive to deliver your order on time, we are not responsible for delays caused by factors outside of our control (e.g., traffic or weather). However, we will make reasonable efforts to notify you of any delays.
- If delivery is unsuccessful because you are unavailable, we will leave your order in a safe place. After this point, we cannot be held responsible for any damage or spoilage of the products.
Late Delivery Requests
While we aim to accommodate late delivery requests, priority is given to earlier commitments, and such requests cannot be guaranteed.
Storage & Consumption
Best Before Date
- Our bread and products are freshly baked on the day of delivery. They are best consumed immediately but can be frozen to preserve their freshness.
- Bread typically has a shelf life of 5 days when stored at room temperature. After the first 48 hours, it is best enjoyed toasted. For longer storage, freezing is recommended.
Freezing Instructions
While freezing our bread will preserve its taste, we cannot guarantee the same texture or quality after freezing. Sliced bread may be difficult to separate once frozen.
Storage Recommendations
For food safety, we recommend consuming frozen bread within 3 months.
Allergies & Special Dietary Requirements
Our products contain gluten and are prepared in an environment that may also handle eggs, nuts, seeds, and other allergens. Please ensure you review the ingredients list for any specific dietary requirements or restrictions. We cannot guarantee that our products are free from cross-contamination.
Copyright Notice
All images, logos, and content on this website are the intellectual property of Charlotte’s Sourdough and are protected under copyright law. Unauthorized use, reproduction, or distribution of any materials from this website is prohibited. For permission to use any content, please contact us via [email protected].
