General
1.1 This website is operated by DOA SPICE AND FOODS LIMITED (“we”, “us” or
“our”). By using the Doafoods.co.uk website you are bound by these Terms &
Conditions. All use and purchases made on this website are governed by these
Terms & Conditions at any time although the Terms & Conditions governing any
given use or purchase will be those in effect at the date of your order or specific use.
If you use or order goods after we have published any changes you will be bound by
those changes. Accordingly, you should check prior to each use or order to ensure
that you understand the precise Terms & Conditions applicable to your site visit or
purchase. To assist you in determining whether the Terms & Conditions have
changed since your most recent order we will display the date when these Terms &
Conditions were most recently updated.
1.2 Our admin office for Online Support operates Mon – Thursday, 8am – 5pm.
Friday, 8am – 2pm. All enquiries, emails, requests, complaints etc after these
periods are dealt with the next working Monday.
1.3 We will confirm your order when placed directly by using the doafoods.co.uk
website. This will occur either by message on the website immediately after you
have confirmed your order, or by us sending an e-mail to the e-mail address you
have provided to us. Or we may do both.
1.4 Please note that the order confirmation does not constitute our acceptance of
your order. Subject to our cancellation rights in clause 13, acceptance of your order
and completion of the contract will take place when we dispatch the goods to you.
1.5 You must be 18 years old or over and must have completed the registration
process to participate in our service.
1.6 The law places certain restrictions on transactions involving alcohol, and
accordingly alcohol must be either ordered by you or delivered by us during normal
licensing hours. If you have ordered alcohol from us and cannot be at home at your
selected delivery time, it is your responsibility to ensure that a suitable person is
there to receive the order. We operate a “Challenge 25” policy, which means that if
the person receiving delivery of alcohol looks under 25, we will request identification.
We may also request identification in relation to other age restricted products such
as knives and DVDs. We may retain the products if proof of age or an alternative
adult is not available.
1.7 If any of these Terms & Conditions is held by any court of competent authority to
be unlawful, invalid, or unenforceable, in whole or in part, this will not affect the
validity of the remaining Terms & Conditions which will continue to be valid and
enforceable to the fullest extent permitted by law.
1.8 These Terms & Conditions will be governed by English law and the parties
submit to the exclusive jurisdiction of the English courts in relation to any dispute
which may arise between them.
Doafoods.co.uk is a trading name of DOA SPICE AND FOODS LIMITED . The
registered company address for DOA SPICE AND FOODS LIMITED is 87, Grove
lane, Cheadle Hulme, Cheadle. SK8 7LZ.. Registered in England. Company
registration number: 15179351.
Price
2.1a With the exception of goods referred to in clauses 2.1(b), but including goods
from our butcher and fishmonger that are sold and priced by each (i.e. a fixed price
per item) and packaged by us (as further identified on the website), the price of such
goods will be as quoted on the website at the time you confirm your order (usually by
clicking the “checkout” button) subject only to any inadvertent technical error for
which we will not be liable. If you subsequently amend your order to add items, the
prices charged for new products which were not in your original order will be the
prices quoted at the time you confirm your amended order. However, if you add
more of the same items which were in your original order, then the prices charged for
these items will be the prices quoted at the time you confirmed your original order.
Where a substitute item is offered in place of an item ordered, the price charged for
that substitute item (if accepted) will be the price applicable at the time the item is
substituted. Please note that as promotions are offered for a limited period of time,
subsequent amendments to your order may mean that certain promotions are no
longer being offered.
2.1b. For goods from our Butcher and Fishmonger (as further identified on the
website), the price of these items (expressed per kilogram or other appropriate unit
of measurement) will be the price as quoted on the website at the time you confirm
your order (usually by clicking the “checkout” button) subject only to any inadvertent
technical error for which we will not be liable. If you subsequently amend your order
to add items, the prices charged will be those applicable to the new item(s) at the
time that the amended order is confirmed. Although we have an indicative weight
guide on the website, this is merely to assist your planning and the price you will be
charged is the price for the actual weight you receive. If there is a change in the
price/kg between the time you confirmed your order and the time the item is weighed
and priced by us, the price you will be charged will be the price at the time you
confirmed your order.
2.2 The prices stated on the website will be inclusive of any VAT payable.
2.3 Each order you make may include a charge for delivery. If your delivery is
subject to a delivery charge, it will be shown to you as a separate charge on the
delivery confirmation page before you confirm your order. Any delivery charge added
to your order will be dependent upon, amongst other things, the value of your order,
the date and time of your delivery and your delivery address and charges may vary
from week to week.
Acceptance & Availabilty
3.1 If for any reason beyond our reasonable control, we are unable to supply a
particular item, please note that we will attempt to deliver substitute lines should your
preferred line be unavailable unless you specifically request us not to do so. For
example, if you make an order for a brand of rice and it is unavailable, at your
request we could deliver a substitute brand.
3.2 Although we will always try to cater for your orders, an order of large quantities of
a line can only be fulfilled at our discretion.
3.3 Your order is an offer to buy from us. Nothing that we do or state will amount to
any acceptance of that offer until we actually dispatch the goods to you. A contract
will be made between you and us the moment the goods are dispatched (and not
before), and you have been charged for the goods.
Delivery
4.1 Delivery times listed or stated are estimates only. We may use a third party
delivery courier who may not be able to offer a specific delivery hour/ time.
However ‘DOA Foods UK/DHL/Parcelforce’ will notify you of your delivery date and
also when your order has been dispatched. We may also provide you with a
reference to track your order.
4.2 Estimated delivery days and times will be as specified on the delivery check-out
page on the website and will be made to the address specified by you when you
register on the website unless you change your delivery address at the check-out
stage. We reserve the right to restrict deliveries in certain areas, and this includes
the right to eliminate certain areas from our delivery schedule altogether.
4.3 Products are subject to availability and prevailing market conditions. We may
limit the quantities of goods (particularly goods on special offer) supplied to any one
customer if in our opinion the quantity ordered jeopardizes availability for other
customers. In the event of non-availability of any goods you order, we may offer a
reasonable substitute. This may affect the price you pay. You may reject any
substitute item and we will refund the amount you have been charged for that
substitute. It is our policy to identify any substitute items to you at the time of delivery
and give you the opportunity to accept or reject the item at that time.
4.4 We will always try to supply you with the full quantity that you have ordered. If the
goods delivered to you are incomplete or include incorrect goods, you must notify us
promptly. You will not be charged for any incorrect goods. In any event our liability
will be limited to the price of the goods incorrectly delivered and the cost of delivery.
4.5 It is your responsibility to ensure that an appropriate person is always available
at the delivery address during the delivery slot. We may ask that an appropriate
person signs for the goods on delivery. If no one is at the address when the delivery
is attempted, the goods will be retained by DHL/Parcelforce. Because of COVID
restrictions, DHL/Parcelforce may not leave notification of delivery card, but you may
track your order through the reference number you would have received by text or
email for delivery reschedule update. Please note that doafoods.co.ukwill not accept
liabilities that may arise from missed deliveries because of the nature of the goods
supplied being fresh/frozen alongside the dry ones.
Refer to section 1.7 as well.
4.6 Please note adverse weather conditions or other events outside of our
reasonable control may result in the occasional late or cancelled delivery. If that is
the case we will endeavour to contact you as soon as we are able to in order to
reschedule your delivery time and date. In any event, subject to clause 9.1 below,
our liability to you will be limited to the price of goods not delivered and the cost of
delivery.
4.7 Should you fail to be present for your delivery we are entitled to charge you in full
for an amount equal to the price of perishable items contained in your order and the
cost of delivery.
4.8 DOA Foods UKDHL/Parcelforce will ordinarily only make deliveries when an
appropriate person is able to receive the delivery. In the event that you instruct DOA
Foods UKDHL/Parcelforce to leave a delivery unattended at your address, DOA
Foods UKDHL/Parcelforce expressly disclaims all liability which may arise by virtue
of the delivery being left unattended for a period of time. This includes but is not
limited to theft, tampering, contamination and the result of any change in
temperature in respect of items which need to be kept chilled or frozen.
4.9 Orders placed between Monday and Thursday before 12pm will be processed
and delivered next day. All orders must be placed on a before 10am on Friday in
order to be eligible for Saturday delivery.
4.10 As our delivery structure is currently next day with ambient logistics, frozen
products may not get to you frozen, especially if there is a delay. Our packaging
ensures that your products get to you cool, fresh and safe for consumption. If there is
a longer delay and products become unusable, please email us
at online@doafoods.co.ukand we will be more than happy to deal with you.
4.11 If a customer re-arranges/redirects/cancel/reject/refuses their delivery with our
delivery partners (DHL/Parcelforce/DPD) without prior notification and acceptance of
such with DOA foods Online, we will not accept any liability for any continued delay
or spoilage of fresh/frozen products that may occur from the extended period of the
delivery.
4.12 Deliveries may take longer than expected on few occasions when there are
challenges in logistics. We sincerely apologize for any inconvenience that may arise.
Thank you for your continued support and patronage.
4.13 Specific deliveries on Saturdays are now available for customers who prefer to
receive their orders on Saturdays. This can be made possible by simply selecting the
preferred date (Saturday) on the checkout page before placing an order. This is
service is not available for Belfast and Guernsey. Please note that this service
attracts an extra delivery charge.
4.14 Orders after 12pm (cut-off) on Thursday will be processed the next Monday.
4.15 Calls or emails after 12noon on Friday may not be responded to until the next
Monday. Admin team closes at 5pm Mon – Thurs and at 12pm on Fridays. Calls and
emails are not monitored after these times.
CLICK AND COLLECT (Pickup in Store)
Our terms and conditions applicable to Click and Collect are as follows –
5.1 Products ordered through Click & Collect that are in stock at our store are usually
available for collection within 24 hours of you placing your order.
5.2 Only orders placed before 11:00am of the day are eligible for “Click and Collect”.
Orders placed after 11:00am with the Click and Collect option will be rolled over for
processing the following day.
5.3 Ensure you provide a copy of your Order Receipt Confirmation and a valid form
of ID (passport or driving licence). You/they may also be asked to sign for the
Products.
5.4 Once your products have been collected, you will receive an email from our store
confirming which Products have been collected and the name of the person that has
collected them.
5.5 Order(s) not picked up on the scheduled day will be cancelled with a handling
charge of 10%
Privacy, Password & Security
6.1 For quality and monitoring purposes we may record telephone calls made to and
from our DOA foods Online Customer Service team.
6.2 In assessing your request for delivery of groceries from us we may make
enquiries about you including searching your records held by credit reference
agencies. We may also check your details held by other security and fraud
prevention schemes.
6.3 As a valued customer of Doafoods.co.ukwe respect your privacy. The personal
information that you give us is held with care and security. We do not sell, rent or
transfer this information to third parties for their marketing purposes unless you
agree otherwise.
6.4 At the time of your registration you will be asked to create a password. Please
keep this secret, as you are entirely responsible if you do not maintain the
confidentiality of your password. You are entirely responsible for all orders placed
with us or information given to us under your e-mail address in combination with your
password. You must immediately notify us of any unauthorised use of your e-mail
address and/or password or any breach of security known to you.
6.5 Please note that external websites that you access through Doafoods.co.uk are
NOT covered by our ‘Privacy Notice’ and ‘Terms and Conditions’ at large.
Payment
7.1 Payment may be made by debit, credit or charge card and some business
account cards, as well as via PayPal. We also accept payment by DOA foods Online
Vouchers. No other vouchers or “money off” coupons will be accepted towards
payment of an order. Any refunds arising from an order paid for by vouchers shall be
given in DOA foods Online vouchers. You cannot pay for your order by cash or
cheque.
7.2 We do not keep your card details as we eliminate the possibility of unauthorised
access or disclosure.
7.3 The debit, credit and charge cards accepted by us are those listed on the web
site on the date on which your order is placed.
7.4 Authority for payment will be requested from your card issuer between the time
of your order being placed and when it is delivered. We reserve the right to cancel
your order if we are refused authority for payment or reasonably believe that
payment will be refused at any stage.
7.5 You agree to compensate us in full against all reasonable costs expenses and
outgoings incurred by us in obtaining payments from you in the event a failed
payment occurs. This may include an administration charge of not less than £20. We
may at any time after a failed payment has occurred ask a debt collection agency to
collect payment from you. Our liability to you in connection with any order will not
exceed the total price charged for the relevant items.
Defective Goods
8.1 We advise that you inspect the goods promptly at the time of delivery and notify
us of any defects immediately on the delivery day. If you discover a product is faulty,
damaged, or spoilt, please email our Customer Service team on
doafoodsuk@outlook.com
8.2 If the quality of any perishable item is not satisfactory, contact us within 24 hours
of receipt of your order. You will not be entitled to a refund for perishable items after
this period elapse.
8.3 As a consumer, you have certain legal rights regarding the return of faulty or
incorrectly described goods. Our refund procedure described below does not affect
your legal rights in relation to such goods. Our returns policy is in accordance with
statutory rights under the Consumer Contracts Regulations. For further information
about your legal rights contact your local authority Trading Standards Department, or
Citizens Advice.
8.4 All queries, discrepancies, missing/incomplete items and damages must be
notified in writing (and accompanied by photo and/or video evidence)
within 24 hours of receipt of goods.
Amendment, Cancellation & Return
9.1 You can make an amendment to your order or request a cancellation by emailing
us on doafoodsuk@outlook.com or replying to the order confirmation email received
upon the completion of your purchase within reasonable time the order was placed.
Once order has been dispatched, amendment/cancellation may not be possible.
9.2 For non-perishable items you can cancel or amend your order before it is
processed and dispatched at no charge. However, if your order has been dispatched
prior to our receipt of your cancellation or amendment request, you may return the
goods (in good condition) within 7 days for a refund, but you will not be entitled to
refund of the shipping and delivery cost incurred.
9.3 In respect of perishable items, you have the right to cancel or amend your order
before your item is processed and dispatched. However, after your item has been
dispatched you can only cancel your order for perishable items on the grounds that
we made an error in sending you the item in question or the item was defective. If
this is the case, you must contact our customer team within 24 hours of your receipt
of your order by notifying us by email at doafoodsuk@outlook.com or via our
website. We ask that items are returned into us with their original packaging and with
any tags intact. In the case of items which include a hygiene or security seal, we ask
that you exercise reasonable care by not removing the seals while examining the
goods, unless you are certain that you intend to keep the goods. If any seals or tags
are removed or tampered with, we shall not permit that item to be returned nor shall
we refund the cost of this item to you.
9.4 Defective or wrongly delivered products must be reported with evidence/proof
either in form of photos or videos. We may not accept such claims for refund or
redelivery if evidence is not collected by the customer. It is our policy to request
evidence in the event of any claims. This is done without bias or prejudice and the
consumers statutory rights are unaffected.
Warranties and Liability
10.1 Doafoods.co.uk makes not warranty that this website will meet your
requirements, uninterrupted of free of errors.
10.2 Products or product packages may differ slightly to those displayed on our
website, and should you have any doubt about any product please contact us.
10.3 We are not liable or responsible for the availability or quality or content provided
on any third party websites. You should refer to the terms and conditions and other
policies posted by other third party websites.
10.4 will not be deemed to be in breach of contract or of these Terms & Conditions
as a result of any delay in our performance or failure to perform our obligations if that
delay or failure to perform is due to any cause or circumstance beyond our
reasonable control including, but not limited to, fire, flood and other acts of God,
strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism
or war, breakdown of equipment, road traffic problems.
10.5 Our maximum liability arising out of any order for the supply of goods to you
under this contract will be limited to the retail price of the goods contained in that
order.
Customer Complaints
11.1 Any Customer complaints should be addressed to the DOA foods Online
Customer Service as listed on our website in the “Contact” section.
Cancellation & Suspension of Account
12.1 We reserve the right to cancel your delivery at any time if we suspect fraud,
have reason to believe you are in breach of these Terms and Conditions or any other
terms and conditions relating to your order, or if there is an outstanding payment for
any account registered at your address. If we cancel your order, you will receive
email notification and will be invited to contact us.
12.2 In addition to our right to cancel your order in accordance with clause 11.1, we
reserve the right to suspend your account. Your account will remain suspended until
you contact us and remedy any breaches which are capable of remedy, or provide
any information reasonably requested by our call center advisers to enable them to
reactivate your account.
12.3 In the rare event that unforeseen operational or technical issues occur, we may
need to cancel or rearrange delivery. If this happens, we will endeavor to contact you
to arrange an alternative delivery date.
Copyright
13.1 All copyright, trademarks and all other intellectual property rights in all material
or content supplied as part of this website shall remain at all times vested in us or
our licensors.