Terms and Conditions of Sale

Chandra Stores, chandrastores.co.uk

Version 1.0. Last updated: [DATE OF PUBLICATION]

These Terms and Conditions of Sale ("Terms") set out the terms on which we sell products to you through chandrastores.co.uk. Please read them before placing an order. By placing an order you agree to these Terms.

Nothing in these Terms reduces or removes your legal rights as a consumer. If anything in these Terms conflicts with your legal rights, your legal rights apply.

1. Who you are buying from

1.1 You are buying from NEW CHANDRA STORES LIMITED, trading as Chandra Stores, a private limited company registered in England and Wales.

Company number: 12223357

Registered office: 32 Woodford Avenue, Ilford, England, IG2 6XQ

VAT registration number: [VAT NUMBER]

Email: [CUSTOMER SERVICE EMAIL]

Telephone: [PHONE NUMBER]

Delivery and collection address: [TRADING / FULFILMENT ADDRESS]

1.2 In these Terms, "we", "us" and "our" mean NEW CHANDRA STORES LIMITED, and "you" means the person placing the order.

1.3 The quickest way to reach us is through our Contact Us page, and we ask you to use it for all enquiries about orders, deliveries, returns and complaints. You may also contact us by email or telephone using the details above. We aim to reply within [1 to 2] working days.

1.4 If we need to contact you, we will use the email address, telephone number or postal address you gave us when ordering.

2. Who these Terms apply to

2.1 These Terms apply to consumers, meaning individuals buying for purposes wholly or mainly outside a trade, business, craft or profession.

2.2 If you are buying as a business, please contact us at [TRADE EMAIL]. Separate terms apply to business customers, and the consumer protections in these Terms, including the cancellation rights in clause 11, will not apply to you.

2.3 You must be at least 18 years old to place an order. Further age requirements apply to alcohol and other age-restricted products, as set out in clause 12.

3. The products

Product information

3.1 We describe our products as accurately as we reasonably can. Product images are for illustration only. Packaging, branding and pack design change from time to time, and the product you receive may therefore look different from the image shown.

Food information and allergens

3.2 The product label supplied with your order is the definitive source of ingredient, allergen, storage and durability information. Manufacturers change recipes and suppliers, and do not always notify retailers in advance.

3.3 For the packaged foods we sell, we publish the ingredient list, allergen information, net quantity, nutrition information, storage conditions and the responsible food business operator before you complete your purchase, and we supply the full mandatory particulars, including the "use by" or "best before" date, with the goods at delivery.

3.4 If you or anyone you are buying for has a food allergy or intolerance, please read our Allergen and Food Information Policy before ordering, and check the physical label before opening or consuming any product. If the information on the label differs from the information shown on our website, do not consume the product. Contact us and we will refund or replace it.

Weight and natural variation

3.5 Some products are sold by approximate weight or as natural produce, and will vary. Where a product is described as approximate, the description states the range you can expect. Where the exact weight affects the price, the price you pay is calculated on the weight actually supplied and is shown on your invoice.

Availability and substitutions

3.6 All products are subject to availability.

3.7 We will not substitute a different product for the one you ordered unless you have asked us to. Where you opt in to substitutions at checkout:

we will substitute only with a product of the same or a higher specification, at no more than the price of the item you ordered;
we will not substitute an item where the replacement contains an allergen that the item you ordered does not contain, unless we have contacted you first and you have agreed;
we will tell you about every substitution before or at delivery; and
you may refuse a substituted item at the door, or tell us within 14 days, and we will refund it in full together with any delivery cost attributable to it.

3.8 If we cannot supply an item and you have not opted in to substitutions, we will not supply it and will refund you for it.

4. Prices

4.1 Prices are shown in pounds sterling and include VAT where VAT applies. The price shown against a product is the total price for that product. We do not add service fees, handling fees, packing fees, card fees or basket fees at checkout.

4.2 Delivery charges depend on your postcode, the delivery option you choose and the value of your basket. We explain how delivery is charged at the point you first see a product price, and we show the exact delivery charge for your order before you are asked to pay. Our Delivery Policy sets out the full charging structure.

4.3 Where the law requires it, we show the unit price, such as the price per kilogram or per litre, alongside the selling price. Where a product is on promotion, or is available at a members' or loyalty price, we show the selling price and unit price for a single purchase and for the promotional or members' price, together with the conditions that must be met for each price to apply.

4.4 Where we advertise a saving against a previous price, that previous price is a genuine price at which we offered the product for sale. Where we advertise a saving against a recommended retail price or a competitor price, we identify the comparison.

4.5 If we discover an error in the price of products you have ordered before we accept your order, we will contact you, tell you the correct price, and ask whether you wish to continue at the correct price or cancel. If we cannot contact you, we will treat the order as cancelled and refund you in full. Where a pricing error is obvious and unmistakable, and could reasonably have been recognised by you as a mispricing, we may cancel the order and refund you even after we have accepted it.

4.6 We may change our prices at any time. A change will not affect an order we have already accepted.

5. Placing an order and formation of the contract

5.1 To place an order: add products to your basket; go to the basket; enter your delivery address and choose a delivery option; enter your payment details; check the order summary; and select the button marked "Order with obligation to pay" or equivalent wording.

5.2 Before you place the order you may review and correct input errors by returning to your basket and editing it. Nothing is binding on you until you select the order button.

5.3 Placing an order is an offer to buy. We will send you an acknowledgement email confirming receipt of your order. The acknowledgement is not acceptance of your order.

5.4 A contract is formed only when we send you a dispatch confirmation, or for collection orders a ready for collection confirmation, for the products in question. Where an order contains several items, a separate contract is formed for each item as it is dispatched.

5.5 We may refuse or cancel an order, in whole or in part, where:

the product is not in stock;
there was an obvious error in the price or description;
we are unable to deliver to your address, or to deliver that product to your address;
we reasonably suspect the order is fraudulent, or is placed for resale rather than personal consumption;
an age or identity requirement for a restricted product has not been met; or
we are unable to authorise your payment.

5.6 If we refuse or cancel an order after payment has been taken, we will refund you in full without undue delay.

5.7 The contract is concluded in English. We will send you confirmation of your order and these Terms by email on a durable medium, and these Terms can be downloaded and saved from our website at any time. We do not separately file a copy of the contract in a form accessible to you.

6. Payment

6.1 We accept the payment methods shown at checkout. Payment is taken when you place your order, or as otherwise indicated at checkout.

6.2 Payments are processed by our payment providers. We do not store your full card number. We do not charge a fee for paying by credit card, debit card or any other payment method.

6.3 If your payment is not authorised, we will be unable to process your order.

6.4 Where you pay by credit card for goods costing more than £100, you may have additional rights against your card issuer under section 75 of the Consumer Credit Act 1974. Nothing in these Terms affects those rights.

7. Delivery and collection

7.1 Our Delivery Policy forms part of these Terms and sets out our delivery areas, options, charges, cut-off times and arrangements for chilled and frozen goods.

7.2 We will deliver the products within the delivery window you select at checkout. Where no specific date is agreed with you, we will deliver without undue delay and in any event within 30 days of the day the contract is made.

7.3 If we miss an agreed delivery deadline and either we have refused to deliver, or you told us before the contract was made that delivery by that date was essential, or delivery by that date was essential in the circumstances, you may treat the contract as at an end immediately and we will refund you in full. Otherwise you may set a new and reasonable deadline, and if we miss that deadline you may treat the contract as at an end and we will refund you in full.

7.4 The products are your responsibility, and risk passes to you, only when you or a person you have nominated takes physical possession of them at the delivery address, or when you collect them. If a product is lost, stolen, damaged or spoiled before that point, the loss is ours and not yours.

7.5 If you ask us to leave an order in a safe place or with a neighbour, we will do so, and the goods become your responsibility from the point they are left as you instructed. We will not leave alcohol, or any other age-restricted product, in a safe place, with a neighbour or in any unattended location.

7.6 You own the products once we have received payment in full and the products have been delivered.

7.7 If nobody is available to take delivery, our driver will follow the delivery instructions on your order. If delivery cannot be completed and no valid instructions apply, we will contact you to rearrange. Where an order contains chilled, frozen or short-life goods that cannot safely be redelivered, we will tell you and refund the affected items.

8. Your rights if there is a problem with the products

8.1 Under the Consumer Rights Act 2015 the products we supply must be of satisfactory quality, fit for purpose and as described. These rights cannot be excluded or limited, and nothing in these Terms purports to do so.

8.2 If a product is faulty, damaged, spoiled, out of date, or not as described, you are entitled to:

reject the product and receive a full refund. For most goods this short-term right to reject lasts 30 days from delivery. For perishable goods it lasts for as long as it is reasonable to expect those goods to last, which for fresh and chilled items may be a matter of days;
a replacement, provided at our cost and within a reasonable time; or
a price reduction, or a refund, where a replacement is not possible or does not resolve the problem.

8.3 Where a fault appears within six months of delivery, it is presumed to have been present at delivery unless we can show otherwise, and we will make no deduction from your refund.

8.4 To tell us about a problem, please use our Contact Us page at chandrastores.co.uk/pages/contact and provide your order number, a description of the problem and, where possible, a photograph.

8.5 For fresh, chilled and frozen items we ask you to contact us within 24 hours of delivery where you reasonably can, and for missing items or a missing delivery within 7 days where you reasonably can, so that we can investigate, trace the batch and check the cold chain while the evidence remains available. These timings are a request for your co-operation. They do not remove or limit your legal rights, and we will not refuse a valid claim solely because you contacted us later.

8.6 We do not deduct postage, packing, handling, restocking or administration charges from a refund for faulty or misdescribed goods, and we do not charge you to return them.

9. Product recalls and withdrawals

9.1 If we become aware that a product we have supplied to you is unsafe or does not comply with food safety requirements, we will withdraw or recall it, notify the Food Standards Agency and our local authority, and contact you directly using the details on your order.

9.2 Please keep your contact details up to date so that we are able to reach you. A recall notice will tell you the product, brand, pack size and batch codes affected, what is wrong with the product, what you should do with it, and how to obtain a refund. We refund a recalled product in full whenever you bring it to our attention, without applying the time limits in our Returns, Refunds and Cancellations Policy and without any deduction.

10. Our liability to you

10.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if at the time the contract was made both we and you knew it might happen.

10.2 We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes liability for:

death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors;
fraud or fraudulent misrepresentation;
breach of your legal rights in relation to the products, including the right to receive products which are as described, of satisfactory quality, fit for purpose, supplied with reasonable skill and care, and which match any sample or model; and
defective products under the Consumer Protection Act 1987.

10.3 We are not liable for business losses. If you use the products for a commercial or business purpose, we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

11. Cancelling your order and returning products

11.1 This clause sets out your right to change your mind. Your rights where there is a problem with the products are set out in clause 8 and are separate and additional. Our Returns, Refunds and Cancellations Policy contains the full detail, including the categories of product excluded by law and the model cancellation form.

Right to change your mind

11.2 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel most orders within 14 days of the day on which you, or a person you nominate other than the carrier, receive the goods, without giving any reason. Where an order is delivered in several parts, the 14 days run from the day you receive the last part.

11.3 To cancel, tell us clearly before the 14 days expire, using our Contact Us page at chandrastores.co.uk/pages/contact, by telephone on [PHONE NUMBER], by email to [CUSTOMER SERVICE EMAIL], or by using the model cancellation form in our Returns, Refunds and Cancellations Policy. You are not required to use the form.

11.4 You must send the goods back to us, or make them available for collection where we have agreed to collect, within 14 days of telling us. You bear the direct cost of returning the goods unless the goods are faulty or misdescribed, or unless we have agreed otherwise.

11.5 We will refund you within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them back, whichever is earlier. We refund the price of the goods together with the standard delivery charge you paid. Where you chose a more expensive delivery option, we refund up to the cost of our least expensive standard delivery option. We refund using the payment method you used, and we do not charge a fee for issuing a refund.

11.6 Where you have handled the goods more than was necessary to establish their nature, characteristics and functioning, being more than you could have done in a shop, we may reduce your refund to reflect the loss in value, but not by more than the price you paid.

Products excluded from the right to change your mind

11.7 The right to change your mind does not apply to:

goods which are liable to deteriorate or expire rapidly, including fresh vegetables and herbs, fresh fruit, fresh fish and meat, paneer and fresh dairy, fresh sweets and mithai, and chilled ready-to-eat items;
goods made to your specification or clearly personalised, such as a hamper built to your own written specification; and
sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery, including opened spice packs, opened oils and ghee, opened pickles, opened ready meals, and opened cosmetics and personal care products. These items remain cancellable while they are sealed, and the right is lost only on opening.

11.8 The right also ceases where goods have become inseparably mixed with other items after delivery.

11.9 Frozen goods cannot be returned on a change of mind once the cold chain has been broken. Your rights where a frozen item is faulty, spoiled or delivered defrosted are unaffected and are set out in clause 8.

11.10 All other products we sell which are ambient and remain unopened are covered by the 14-day right to change your mind. We do not operate a general exclusion of food from returns, and we do not exclude sale or discounted items from your legal rights.

Cancelling before dispatch

11.11 If you wish to cancel before we have dispatched your order, contact us as soon as possible and we will cancel it and refund you in full if the order can still be stopped. We do not charge a cancellation or processing fee. Where the order has already been dispatched, your right to change your mind under clause 11.2 applies.

12. Alcohol and age-restricted products

12.1 Where your order contains alcohol or another age-restricted product, this clause applies in addition to the remainder of these Terms. Our Alcohol and Age-Restricted Products Policy sets out the full detail.

12.2 Alcohol is sold under a premises licence held by NEW CHANDRA STORES LIMITED in respect of [LICENSED PREMISES ADDRESS], issued by [LICENSING AUTHORITY], premises licence number [LICENCE NUMBER]. The Designated Premises Supervisor is [DPS NAME]. Under the Licensing Act 2003 the sale takes place at the licensed premises at which the alcohol is appropriated to your order.

12.3 You must be 18 or over to buy alcohol. It is a criminal offence for a person under 18 to buy or attempt to buy alcohol, and for any person to buy alcohol on behalf of a person under 18.

12.4 You must confirm at checkout that you are 18 or over, and we may carry out an electronic age verification check.

12.5 We operate Challenge 25. Where the person receiving the delivery appears to be under 25, our driver will ask for approved photographic identification, being a passport, a UK photocard driving licence, a PASS-accredited proof of age card, or a UK biometric residence or immigration document.

12.6 We will not hand over alcohol where valid identification cannot be produced, where the person receiving it appears to be under 18, where we reasonably believe it is being bought for a person under 18, or where the person receiving it appears to be drunk.

12.7 Alcohol will not be left in a safe place, in a porch, with a neighbour or in any unattended location, and must be handed to a person aged 18 or over.

12.8 Where we are unable to complete a delivery of alcohol for a reason set out in clause 12.6, we will refund the price of the alcohol but not the delivery charge, as the delivery was attempted.

12.9 Alcohol is not excluded from the 14-day right to change your mind. Unopened, sealed alcohol may be returned under clause 11.2 in the normal way.

13. Our right to end the contract

13.1 We may end the contract for a product at any time by writing to you if you do not, within a reasonable time of us asking, make a payment or provide information necessary for us to supply the products, including information needed to verify your age for a restricted product.

13.2 Where we end the contract for a reason set out in clause 13.1, we will refund any money you have paid in advance for products we have not provided.

14. Events outside our control

14.1 We are not responsible for delays or failures caused by events outside our reasonable control, including extreme weather, flooding, fire, industrial action, failure of transport networks, the acts of public authorities, epidemics, or interruption of utilities or communications networks.

14.2 Where such an event occurs we will contact you as soon as possible and take reasonable steps to minimise the delay. Where the delay is substantial you may contact us to end the contract and receive a refund for products paid for but not received.

15. Complaints and dispute resolution

15.1 Please contact us first, through our Contact Us page at chandrastores.co.uk/pages/contact or by telephone on [PHONE NUMBER]. We will acknowledge your complaint within [2] working days and aim to resolve it within [14] days.

15.2 If we cannot resolve your complaint through our internal complaints procedure, we will write to you and tell you about an accredited alternative dispute resolution provider that would be competent to deal with your complaint, and whether or not we are willing to use that provider.

15.3 We are not currently a member of an alternative dispute resolution scheme.

15.4 Nothing in these Terms affects your right to bring court proceedings. Free independent advice is available from the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk.

15.5 Our Complaints and Dispute Resolution Policy is published on our website.

16. Other important terms

16.1 We may transfer our rights and obligations under these Terms to another organisation. We will tell you in writing if this happens and will ensure that the transfer does not affect your rights. You may transfer your rights or obligations to another person only if we agree in writing.

16.2 This contract is between you and us. No other person has any right to enforce any of its terms.

16.3 Each clause of these Terms operates separately. If a court decides that any clause is unlawful, the remaining clauses remain in full force.

16.4 If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking the contract, that does not mean you need not do those things, and it does not prevent us taking steps against you later.

16.5 We may change these Terms from time to time. The Terms applying to your order are those in force at the time you placed it, and a later change will not be applied to an existing order. The current version is published on our website with its version number and date.

16.6 These Terms are governed by the law of England and Wales, and you may bring legal proceedings in the courts of England and Wales. If you live in Scotland you may bring legal proceedings in either the Scottish or the English courts, and if you live in Northern Ireland you may bring legal proceedings in either the Northern Irish or the English courts. If you live outside the United Kingdom, nothing in these Terms deprives you of the protection given to you by any mandatory rules of the law of the country in which you habitually reside.

NEW CHANDRA STORES LIMITED trading as Chandra Stores

Registered in England and Wales, company number 12223357

Registered office: 32 Woodford Avenue, Ilford, England, IG2 6XQ

VAT number: [VAT NUMBER]

Email: [CUSTOMER SERVICE EMAIL]. Telephone: [PHONE NUMBER]