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FREE DELIVERY ON CHOCOLATE ORDERS OVER £25 | SHOP OUR CHRISTMAS COLLECTION HERE

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  • Terms and Conditions

    TERMS AND CONDITIONS

    These terms and conditions form the basis on which you can visit our website, order chocolate, chocolate products, chocolate subscriptions (including gift subscriptions), bakery products from us and book tours. Please read them carefully as they contain important information.

    General terms and conditions

    This site is owned and operated by Pump Street Chocolate Ltd of Building 4, Bentwaters Parks, Woodbridge, Suffolk IP12 2TW. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at info@pumpstreetchocolate.com or on 01473 356445.

    1. The contract between us
      1. Orders for chocolate, chocolate products, chocolate subscriptions and bakery products

    We must receive payment of the whole of the price for the products that you order before your order can be accepted. Your payment of the price for the products represents an offer on your part to purchase the products, which will be accepted by us when we send to you an email that the products have been sent to you. Our acceptance of your order brings into existence a legally binding contract between us.

    1. Reservations for Tours

    A legally binding contract is made between us when you have paid the relevant fee in full and when we have notified you that we have accepted your reservation for a place on a tour of our building.

    1. Terms and conditions applying to orders for chocolate, chocolate products and bakery products
      1. Availability

    All orders are subject to acceptance and availability. If the products you have ordered are not available from stock, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available from stock or to cancel your order.

    1. Ordering errors

    All orders are subject to acceptance and availability. If the products you have ordered are not available from stock, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available from stock or to cancel your order.

    1. Prices
      1. The prices payable for products that you order are as set out in our website. All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of placing your order.
      2. Wherever it is not possible to accept your order to buy products of the specification and description at the price indicated, we will advise you by email.
    2. Payment terms

    The price for the products that you order is payable to us in full at the time you place the order. We accept no liability if a delivery is delayed because you have not given us the correct payment details.

    1. Delivery
      1. Our delivery charges are set out in our website
      2. We will notify you by email of the date on which the products you have ordered are due for despatch to you.
      3. Please note that in the United Kingdom we offer shipping via Royal Mail First Class or overnight courier. We also offer international shipping outside the UK by courier.
      4. We will deliver the products you have ordered either by courier or by Royal Mail (in accordance with your stated preference) to the address you specify for delivery in your order. It is important that this address is accurate. For orders sent by courier, our courier will require you to sign for the products on delivery. Please check the delivery before you sign for it to verify that all the products you have ordered have been delivered and that they have not been damaged. We cannot accept any liability for any loss or damage to the products once they have been delivered. Within the United Kingdome we will aim to deliver couriered products by 4pm on the day following shipment but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period. Deliveries outside the UK can take between 3-5 and 10-15 working days dependant upon the selected shipping zone.
      5. You will become the owner of the products you have ordered when they have been delivered to you. Once products have been delivered to you they will be held at your own risk and we will not be liable for their loss, deterioration or destruction.
    2. Risk and ownership

    Risk of damage to, deterioration or loss of the products passes to you at the time of delivery to you, or if you fail to take delivery when our courier attends the address you have specified for delivery, the time when the courier tried to deliver. You will only own the products once they have been successfully delivered and when we have received cleared payment in full. Products supplied are strictly not for resale.

    1. Acknowledgement and acceptance of your order

    You will need to provide us with your e-mail address and we will notify you by e-mail as soon as possible to confirm receipt of your order. An acceptance of your order will take place on dispatch of the products ordered.

    1. Cancellation rights

    You may cancel your order for some or all of the products you have ordered at any time up to 4 clear days before the date the products are due for dispatch to you.

    1. Right to refuse order
      1. We reserve the right to refuse to accept your order if:
        1. we have insufficient stock to deliver the products you have ordered;
        2. we are not able to deliver to your area; or
        3. one or more of the products you ordered was listed at an incorrect price.
      2. If we do refuse to accept your order we will notify you by e-mail and will re-credit the amount you paid when placing your order to the account from which you made payment as soon as possible but in any event within 30 days of your order.
    2. Liability
      1. United Kingdom - If you do not receive products ordered by you within 24 hours of the date on which they were due for shipment, we will have no liability to you unless you notify us in writing at our contact address of the problem within 7 days of the date on which the products were due for dispatch to you (unless this is not reasonably practicable). If you notify a problem to us under this condition, our only obligation will be to refund to you the amount paid by you for the products in question. Deliveries outside the UK- If you do not receive products ordered by you within 15 working days of the date on which they were due for shipment, we will have no liability to you unless you notify us in writing at our contact address of the problem within 20 days of the date on which the products were due for dispatch to you (unless this is not reasonably practicable). If you notify a problem to us under this condition, our only obligation will be to refund to you the amount paid by you for the products in question.
      2. Each party shall only be liable under this contract for losses, which are a reasonably foreseeable consequence of the relevant breach of contract.
      3. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
    3. Terms and conditions applying to the chocolate subscription members club Rare Batch
      1. Individual subscriptions

        1. Membership
          Membership to the subscription club Rare Batch occurs after the initial payment has been made.
        2. Prices
          The prices payable for subscription membership are set out in our website. All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of placing your order.
        3. Notification
          You will need to provide us with your e-mail address and subscription delivery address. We will notify you of your subscription membership via e-mail as soon as initial payment is made.
        4. Payment
          1.  Following initial payment, on-going payment for membership of the club will be automatically debited from the credit/debit card used for initial payment every two months on the 1st November, 1st January, 1st March, 1st May, 1st July, 1st September and 1st … etc.
          2. Once subscribed the automatic debit payment will continue indefinitely until cancelled. See cancellation paragraph below. 
          3. If prior automatic payment fails on the 1st of the month, we will attempt to take payment for 7 consecutive days until a successful payment is made. If the payment cannot be taken by the 7th day, the payment will be classified as failed, and this will result in your subscription box not being delivered. 
          4. We accept no liability if a membership or delivery of a subscription box is delayed because you have not given us the correct payment details. 

        5. Delivery
          1. As a member of Rare Batch we will send you a subscription box, included within your subscription box you will receive items from our existing range and items made exclusively from subscribers. You will receive a delivery of items every two months.
          2. Dispatch of these boxes will occur between the November 15th-17th , January 17th-19th , March 13th-15th , May 15th-17th , July 17th-19th September 11th -13th, by Royal Mail to the address you specify for delivery. 
          3. Once subscribed, the dispatch of the chocolate selection boxes will continue indefinitely until membership is cancelled or automatic prior payment fails. In the event of automatic prior payment failing, we will contact you for further information before dispatching the next subscription box
          4. The delivery charge is included in the price of the subscription membership.
          5. Please note that we are only able to deliver to addresses within the United Kingdom, but excluding the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles.
          6. 6. You will become the owner of the products included in the subscription box when they have been delivered to you. Once products have been delivered to you, they will be held at your own risk and we will not be liable for their loss, deterioration or destruction.
        6. Cancellation
          1. Membership to Rare Batch can be cancelled at anytime via the Your Account page on our website. 
            2. If a recent automatic payment has been debited from the payment card for the next selection box dispatch, you will still receive that box and we are unable to offer a refund. 
            3. Once membership has been cancelled no further payment will be debited and we will cease to send you subscription boxes that have not been prior paid.
            4. Ongoing payment will be taken on the 1st of every month a box is due, please make sure to cancel at the end of the previous month to ensure payment is not taken and you do not receive any further box.
            5. If you wish to resubscribe, you can do so following the same procedure, making an initial payment on our website.
        7. Member’s details
          A Rare Batch member’s details are held securely in accordance with the General Data Protection Regulation 2018 and we undertake not to release such details to any third party. We reserve the right to promote our products to Rare Batch
          members via e-mail. A Rare Batch members can at any time decline to receive such material.
        8. Payment details
          A Rare Batch member’s payment details will be held in accordance with PCI compliance and we do not have access to the individual card number for fraud prevention reasons.
        9. Risk and ownership
          Risk of damage to, deterioration or loss of the products passes to you at the time of delivery to you. You will only own the products once they have been successfully delivered and when we have received cleared payment in full. Products supplied are strictly not for resale.
        10. Right to refuse membership
          We reserve the right to refuse to accept your subscription membership if:
          1. we have insufficient stock to deliver the products you have ordered;
          2. we are not able to deliver to your area. If we do refuse to accept your order we will notify you by e-mail and will re-credit the amount you paid when placing your order to the account from which you made payment as soon as possible but in any event within 30 days of your order.
        11. Liability
          1. If you do not receive products ordered by you within 48 hours of the date on which they were due for shipment, we will have no liability to you unless you notify us in writing at our contact address of the problem within 7 days of the date on which the products were due for dispatch to you (unless this is not reasonably practicable). If you notify a problem to us under this condition, our only obligation will be to refund to you the amount paid by you for the products in question.
          2. Each party shall only be liable under this contract for losses, which are a reasonably foreseeable consequence of the relevant breach of contract. 
          3. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence
    1. Terms and conditions applying to tours of the chocolate building
      1. Availability

    All reservations are subject to acceptance and availability. If there are no available places on the tour or course you wish to attend, we will notify you by e-mail or telephone.

    1. Payment

    Fees for all courses and tours are payable to us in full at the time of booking. All fees quoted are inclusive of VAT at the current rate.

    1. Reservation errors

    You are able to correct errors on your reservation up to the point on which you click on ‘ Finish & Pay’ during the reservation process.

    1. Acknowledgement and acceptance of your reservation

    You will need to provide us with your e-mail address and we will notify you by e-mail as soon as possible to confirm your reservation.

    1. Cancellation
      1. If you are unable to attend the tour you have booked, you may arrange for another adult to attend in your place provided that you give us at least 24 hours notice by telephone or email.
      2. If you cancel your booking at any time up to 6 weeks before the tour you may transfer your booking to another tour on which places are available or we will refund the fee you have paid. In either case you will be liable to pay us a 10% administration charge.
      3. If you wish to cancel your booking at any time after 6 weeks before your tour you will not be entitled to transfer to any other tour or course unless we, at our absolute discretion, agree otherwise.
      4. We will be entitled to cancel any tour at any time. If we do, we will refund to you in full any fee that you have paid.
      5. If either you or we cancel any tour, we will not be liable to reimburse to you any other expense or loss that you may have incurred.
      6. Reservations made as a gift for a third party are subject to the same cancellation policy.
    2. Other provisions
      1. We reserve the right to alter the timing of any tour and the content and/or presenter of any course.
      2. You should attend the location specified for any tour 15 minutes before the time scheduled for its commencement. We reserve the right to start any tour on the time scheduled for commencement even if all those who have booked places are not in attendance.
      3. You must observe all reasonable instructions given to you by the person or persons conducting the tour.
      4. We expect you to behave in an appropriate manner and reserve the right to exclude you from any tour if we, in our absolute discretion, consider that your conduct is inappropriate.
      5. You may only take photographs, videos, films or sound recordings during any tour or otherwise whilst you are on chocolate premises with our express permission. Any material which you do create must only be used for your own and not commercial purposes.
    3. Liability
      1. We will not accept responsibility for any loss of or damage to your personal possessions during the course of any tour or whilst you are on chocolate premises.
      2. We will not be liable for any loss or damage, which you incur or suffer, while on a tour which is beyond our reasonable control.
      3. Subject to sub-clauses 3.7.1 and 3.7.2, each of us shall only be liable under this contract for losses, which are a reasonably foreseeable consequence of the relevant breach of contract and neither of us will be liable to the other for any loss which is indirect, special or consequential.
      4. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have under any applicable law that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
    4. Terms and conditions relating to all contracts
      1. Ownership of rights

    All rights, including copyright, in this website are owned by or licensed to Pump Street Chocolate LLP. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non commercial use, is prohibited without our permission. You may not modify, anything on this website for any purpose. You may only distribute or repost anything on this website with our written permission and subject to any conditions we may in our absolute discretion impose.

    1. Accuracy of content

    We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all products, tours and courses have been fairly described. However, orders will only be accepted if there are no material errors in the description of the products, tours or courses or their respective prices as advertised on this website. Any description of or information given about the products and/or tours is in general terms only.

    1. Damage to your computer

    We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

    1. Notices

    Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Building 4, Bentwaters Parks, Woodbridge, Suffolk IP12 2TW and all notices from us to you will be displayed on our website from time to time.

    1. Changes to terms and conditions

    We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

    1. Law, jurisdiction and language

    This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

    1. Invalidity

    If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

    1. Privacy

    You acknowledge and agree to be bound by the terms of our privacy policy.

    1. Third party rights

    Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.