info@therawstore.co.uk

The Raw Store works hard to maintain a high standard of quality and customer service. In order to make things clear, there are a few points that we need to make you aware of, as well as all the standard information.

Please do take the time to read this as by using our website ‘therawstore.co.uk’ and shopping in our store. Our Terms & Conditions below including our Privacy and Cookies Policies. These terms where applicable also apply to purchases made in store at The Raw Store at Unit 11, DL10 4SX

If you have any questions, please just get in touch. We are always here to help try and resolve a situation as amicably and quickly as possible for you. Thank you for choosing The Raw Store

  1. Ownership & Intellectual Property
  2. Product Availability
  3. Product Descriptions & Pricing
  4. Returns & Refund Policy
  5. Faulty Goods
  6. Promotions & Discounts
  7. Website Updates & Changes
  8. Limitation of Liability. Indemnity. Disputes
  9. Privacy Policy
  10. Cookies
  11. Registered Company Information

1. Ownership and Intellectual Property

1.1 The website ‘Therawstore.co.uk’ is owned and operated by The Raw Store (North East) Ltd

1.2 The copyright and all other intellectual property rights over the content and the website are either owned by us or are included with the permission of the owner of the rights.

1.3 Copying and/or use of any text, images or other content of any kind of therawstore.co.uk is not permitted without our prior written consent. It may not be reproduced, copied or distributed for commercial use without our prior written consent.

2. Product Availability

2.1 Goods on this website are subject to availability, and our acceptance of your offer to purchase our goods is subject to their availability. For an up to date availability in store, please call or message to enquire on availability. If items are unavailable, suitable alternatives will be offered.

3. Product Descriptions & Pricing

3.1 We make all reasonable efforts to ensure that all descriptions, ingredients, weight and graphical representations of Food Products available from Us correspond to the actual Products that you will purchase. Please note, however, the following:

A. Images of Food Products are for illustrative purposes only. There may be slight variations in colour between the image of a product and the actual product sold due to differences in computer displays, lighting conditions, and the fact that foodstuffs will naturally vary in appearance.

B. Images and/or descriptions of packaging are for illustrative purposes only, the actual packaging of Food Products may vary or have recently been changed by the supplier.

C. Due to the nature of the frozen and dried products sold through our site, there may be up to a small % variance in the size/weight/volume between the actual Food Products and the description.

D. There may be occasions where a manufacturer has changed their recipe, and this has not yet been reflected in the information on our product pages. In addition, some product descriptions may have been supplied by a third-party. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product’s ingredients.

3.2 Please note that the above does not exclude our responsibility for mistakes due to negligence on our part and refers only to minor variations of the correct Food Products. Please refer to Section 10 regarding faulty, not as described or incorrect items.

3.3 The prices quoted on this website apply only to products sold through the shop. Where the same products are available via another stockist different prices may apply. All prices are shown in £ sterling and include VAT where applicable.

3.4 If we discover an error in the pricing on our website, we are not obliged to accept your offer to purchase at this price in store.

3.5 We do not offer delivery.

4. Refund & Return Policy

If you have any problems with your purchases or any of the items are unsatisfactory, please get in touch with us. We will do our best to deal with your problem efficiently.

4.1 Please note that we are unable to accept returns on frozen, raw and perishable goods as these are exempt from the right to cancel. This does not apply to faulty goods, please see section 5 for further details.

4.2 PURCHASES MADE IN PERSON

4.2.1 We are not able to offer refunds on goods bought in person from our shop or any other outlet which are being returned for example because they are no longer required or you have changed your mind.

4.3.2 This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described. Please see Section 5 for more details.

5. Faulty Goods (purchased in-store)

5.1 If there is a problem with the goods you have purchased, please notify us by email or in writing providing details of the problem within 30 days of purchase. It is helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

5.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received by us and checked.

5.3 The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.

5.4 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

5.5 If an item is no longer available we will contact you to offer an alternative. However, our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

5.6 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

6. Promotions & Discounts

6.1 When codes are valid in store you must quote the promotion code before making your purchase. Discounts cannot be applied once your purchase has been completed.

12.3 Discounts, deals and promotion codes are subject to the terms and conditions specified on a per promotion basis. Only one code can be used per order. Discount codes cannot usually be used in conjunction with any other existing offers or promotions.

7. Website Updates & Changes

7.1 Access to our site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue our site (or any part of it) at any time and without notice. We will not be liable to you in any way if our site (or any part of it) is unavailable at any time and for any period.

8. Limitation of Liability. Indemnity. Disputes

8.1 You agree to indemnify and hold The Raw Store (North East) Ltd free from all liabilities, claims and expenses that arise out of the content you submit, post or transmit via our website, or from your use/misuse of the website, or the use/misuse by any person for whom you are responsible or from your violation of the terms and conditions.

8.2 These terms & conditions and the relationship between you and The Raw Store (North East) Ltd (whether contractual or otherwise) shall be governed by, and interpreted in accordance with, English law. The English courts shall have jurisdiction to resolve any disputes between us.

8.3 Nothing in these Terms of Sale seeks to exclude or limit your legal rights as a consumer.

8.4 Events Outside of Our Control (Force Majeure)

We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war, epidemic or other natural disaster, or any other event that is beyond our reasonable control. Given the nature of our business, deliveries can be significantly be affected by adverse road conditions and road closures / RTIs.

8.5 If any event described under 8.4 occurs that is likely to adversely affect our performance of any of our obligations under these Terms of Sale, The Raw Store (North East) Ltd will always, where possible, endeavour to work with customers to find alternative ways to obtain their goods.

• We will inform you as soon as is reasonably possible and will take all reasonable steps to minimise the delay.

• To the extent that we cannot minimise the delay, our obligations will be suspended and any time limits that we are bound by will be extended accordingly.

• We will inform you when the event outside of our control is over and provide details of any new dates, times or availability of Goods as necessary.

8.6 Links to other sites may be included on our site. Unless expressly stated, these sites are not under our control. We neither assume nor accept responsibility or liability for the content of third party sites. The inclusion of a link to another site on our site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

9. Privacy Policy: How We Use Your Personal Information (Data Protection)

9.1 The Raw Store (North East) Ltd respects and values our customers privacy. All personal information that we may use will be collected, processed, and held in accordance with the provisions of EU Regulation 2016/679 General Data Protection Regulation (“GDPR”) and your rights under the GDPR.

9.2 We collect only the data required for customers to register for updates by email or text. This data is provided by you when signing up to the newsletter, Name, email address and telephone number are required so we can send emails and texts.

9.3 With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email, text or phone with information, news, and offers on our products. You will not be sent any unlawful marketing or spam and will always have the option to opt-out again.

9.4 Customers who opt-in to join our mailing list – your name and email address are securely stored via our mailing list provider, Mailchimp, and are only used for official The Raw Store newsletters. You can unsubscribe from this list at any time.

9.5 Your details will never be shared with any third-parties subject to the following exceptions:

• If, with your express permission, it will resolve a complaint or query, we may pass your phone number or email to a supplier.

• If we are legally required to do so.

• If we sell, transfer or merge our business in full or part, any new owner or partner may use your personal data in the same way that we have, as specified in this privacy policy.

9.6 You can view, amend or withdraw your details at any time, either via your account with us or by contacting us directly in writing info@therawstore.co.uk

9.7 Changes to this Privacy Policy

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection. Any changes will be immediately posted on our site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of our site following the alterations. We therefore recommend that you check this page regularly to keep up-to-date.

10. Cookies

Our site may place and access certain first-party Cookies on your computer or device. First-party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of our site and to provide and improve our products and services. In addition we use analytics services provided by Google Analytics which also use Cookies. Website analytics refers to a set of tools used to collect and analyse usage statistics, enabling us to better understand how people use our site. For more details, please refer to our Cookie Policy.

11. Registered Company Information

The Raw Store (North East) Ltd

Registered office address: Unit 11, Greenbelt Holdings, Borough Road, Richmond, DL10 4SX

Company Registration Number 12321887

VAT number 27551581

The Raw Store welcomes feedback to help us improve and develop.

If you are unhappy with our service / products or wish to make a complaint, or if you are extra happy and want to let us know, then please contact us in writing info@therawstore.co.uk and we will get back to you asap!

Terms & Conditions – The Raw Store (North East ) Ltd V1. August 2020