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, 8 am – 5 pm. Friday, 8 am – 2 pm. All enquiries, emails, requests, complaints, etc., received after these periods are dealt with on 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 email to the email 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 Except 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 that 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 per kilogram 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 & Availability

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 to 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 sign 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 a 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 updates. Please note that doafoods.co.uk will not accept liabilities that may arise from missed deliveries because of the nature of the goods supplied being fresh/frozen alongside dry ones. Refer to section 1.7 as well.

4.6 Please note that 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 UK/DHL/Parcelforce will ordinarily only make deliveries when an appropriate person is able to receive the delivery. In the event that you instruct DOA Foods UK/DHL/Parcelforce to leave a delivery unattended at your address, DOA Foods UK/DHL/Parcelforce expressly disclaims all liability that 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 12 pm will be processed and delivered the next day. All orders must be placed before 10 am 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.uk, and we will be more than happy to assist you.

4.11 If a customer re-arranges, redirects, cancels, rejects, or refuses their delivery with our delivery partners (DHL/Parcelforce/DPD) without prior notification and acceptance by 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 delivery period.

4.12 Deliveries may take longer than expected on a 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 Saturday deliveries are now available for customers who prefer to receive their orders on Saturdays. This can be arranged by selecting the preferred date (Saturday) on the checkout page before placing an order. This service is not available for Belfast and Guernsey. Please note that this service attracts an additional delivery charge.

4.14 Orders placed after 12 pm (cut-off) on Thursday will be processed the following Monday.

4.15 Calls or emails received after 12 noon on Friday may not be responded to until the following Monday. The admin team closes at 5 pm Monday–Thursday and at 12 pm 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 11:00 am on the day are eligible for “Click and Collect”. Orders placed after 11:00 am 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 who 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.uk, we 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 email address in combination with your password. You must immediately notify us of any unauthorised use of your email 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 website on the date on which your order is placed.

7.4 Authority for payment will be requested from your card issuer between the time your order is 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 payment 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 spoiled, please email our Customer Service team at 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 elapses.

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 at doafoodsuk@outlook.com or replying to the order confirmation email received upon completion of your purchase within a reasonable time after the order was placed. Once the 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 a 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. In this case, you must contact our customer team within 24 hours of receipt of your order by notifying us by email at doafoodsuk@outlook.com or via our website. We ask that items be returned to 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 the 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 consumer’s statutory rights are unaffected.

Warranties and Liability

10.1 doafoods.co.uk makes no warranty that this website will meet your requirements or be uninterrupted or free of errors.

10.2 Products or product packages may differ slightly from those displayed on our website. Should you have any doubt about any product, please contact us.

10.3 We are not liable or responsible for the availability, quality, or content provided on any third-party websites. You should refer to the terms and conditions and other policies posted by those third-party websites.

10.4 We will not be deemed to be in breach of contract or of these Terms & Conditions as a result of any delay in performance or failure to perform our obligations if that delay or failure is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood, acts of God, strikes, riots, accidents, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment, or 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 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 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 an email notification and will be invited to contact us.

12.2 In addition to our right to cancel your order in accordance with clause 12.1, we reserve the right to suspend your account. Your account will remain suspended until you contact us and remedy any breaches 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.