Terms & Conditions

DOA Foods UK – Terms & Conditions

At a glance: These Terms explain who may order from DOA Foods UK, how orders are accepted, how delivery and Click & Collect work, how fresh and frozen Products should be handled, what to do if something is wrong with an Order, and the legal terms that apply to use of the Website.

1. Definitions

In these Terms & Conditions, unless the context otherwise requires, the following words and expressions have the meanings set out below:

Business Day means any day other than a Saturday, Sunday or public holiday in England and Wales.

Customer, you or your means any individual or business purchasing products from DOA Foods UK through our Website.

Company, we, us or our means DOA Spice and Foods Limited, trading as DOA Foods UK.

Contract means the legally binding agreement formed between you and us when we dispatch your order.

Delivery Address means the address provided by you during checkout for delivery of your order.

Delivery Partner means any courier or logistics provider appointed by DOA Foods UK, including but not limited to DHL, DPD and Parcelforce.

Goods, Products or Items means all products offered for sale through our Website, including fresh, chilled, frozen, ambient, grocery and household products.

Order means your request to purchase Products from us through the Website.

Perishable Goods means products with a limited shelf life including fresh meat, poultry, seafood, vegetables, chilled products and frozen foods.

Website means www.doafoods.co.uk together with any associated online shopping platform operated by DOA Spice and Foods Limited.

References to legislation include any amendments or replacements of that legislation from time to time.

Headings are provided for convenience only and do not affect interpretation.

2. About DOA Foods UK

DOA Foods UK is the trading name of DOA Spice and Foods Limited, a company registered in England and Wales.

Company Registration Number: 15179351

Registered Office

87 Grove Lane

Cheadle Hulme

Cheadle

SK8 7LZ

United Kingdom

Customer Support:

Email: admin@doafoods.co.uk

Website: www.doafoods.co.uk

Customer Support Hours:

• Monday to Thursday: 9:00am – 5:00pm
• Friday: 9:00am – 12:00pm

All enquiries received outside these hours will be responded to on the next Business Day.

DOA Foods UK specialises in the retail sale of African, Caribbean and international food products including fresh, frozen, chilled and ambient groceries.

3. Acceptance of Terms

By accessing or using our Website, creating an account, placing an order or otherwise purchasing products from DOA Foods UK, you confirm that you have read, understood and agree to be bound by these Terms & Conditions.

These Terms apply together with our:

• Shipping Policy
• Returns & Refunds Policy
• Privacy Policy
• Cookie Policy
• Fresh & Frozen Food Guarantee

Where there is any conflict between these Terms and any other published policy, these Terms shall prevail except where consumer legislation provides otherwise.

We reserve the right to amend these Terms at any time.

Changes will become effective immediately upon publication on our Website.

Any orders placed after revised Terms have been published will be governed by the updated version.

Nothing contained within these Terms affects your statutory rights under applicable UK consumer legislation.

4. Eligibility to Purchase

To place an order through our Website you must:

• be at least 18 years of age where purchasing age-restricted products;
• provide accurate and complete information;
• have legal capacity to enter into a binding contract;
• provide a valid delivery address within our delivery areas;
• use an accepted payment method.

Where products are subject to age restrictions, including alcohol or other regulated products, DOA Foods UK operates a Challenge 25 policy.

Our delivery driver or courier may request valid photographic identification before releasing age-restricted goods.

Acceptable identification includes:

• Passport
• UK Driving Licence
• PASS-approved identification card

Failure to provide satisfactory proof of age may result in the age-restricted products being removed from your order without refund of any delivery charges already incurred.

We reserve the right to refuse or cancel any order where we reasonably suspect fraudulent activity, unauthorised payment, misuse of our services or breach of these Terms.

5. Customer Accounts

Customers may purchase products either by creating an online account or through any guest checkout option made available on our Website.

Where an account is created, you agree to:

• provide accurate, complete and current information;
• keep your account details updated;
• maintain the confidentiality of your password;
• notify us immediately if you suspect unauthorised access to your account.

You are responsible for all activity carried out using your account credentials unless the activity results from our negligence or security failure.

We reserve the right to suspend or terminate customer accounts where:

• false information has been provided;
• payment fraud is suspected;
• abusive or threatening behaviour is directed towards our staff;
• repeated failed payment attempts occur;
• these Terms have been materially breached.

Termination of an account does not affect any existing contractual obligations relating to completed orders.

6. Customer Responsibilities

When placing an Order with DOA Foods UK, you agree to:

• provide accurate, complete and up-to-date personal and delivery information;
• ensure that your chosen delivery address is accessible and within our delivery area;
• ensure that someone aged 18 or over is available to receive deliveries where required, particularly for age-restricted products;
• inspect your Order promptly upon delivery;
• refrigerate or freeze fresh and frozen Products immediately after delivery;
• notify us of any shortages, incorrect items, damaged goods or quality concerns within 24 hours of delivery;
• use our Website only for lawful purposes; and
• comply with these Terms & Conditions at all times.

You are responsible for ensuring that any delivery instructions you provide are accurate.

Where you instruct our delivery partner to leave your Order in a safe place or with a neighbour, you accept responsibility for the security and condition of the Products once delivery has been completed.

Customers must not:

• use the Website for fraudulent or unlawful purposes;
• interfere with the operation or security of the Website;
• introduce viruses, malicious software or harmful code;
• impersonate another individual or organisation; or
• misuse promotional offers, vouchers or discount codes.

We reserve the right to refuse future Orders where repeated misuse of our services is identified.

7. Product Information, Allergens and Packaging

We make every reasonable effort to ensure that product descriptions, pricing, ingredients, nutritional information, allergen information and images displayed on our Website are accurate.

However:

• product packaging may change from time to time;
• manufacturers may alter ingredients without prior notice;
• colours displayed on screens may differ from actual products;
• product images are provided for illustration purposes only.

Customers should always read the product packaging before consumption, particularly where allergens, ingredients, cooking instructions, storage instructions or nutritional information are important, and should not rely solely on information displayed on our Website.

Manufacturers may change recipes, ingredients or packaging without prior notice, and we cannot guarantee that Products supplied by third-party manufacturers are free from traces of allergens unless expressly stated by the manufacturer.

Customers with severe allergies or dietary requirements should contact us before placing an Order if additional information is required.

DOA Foods UK shall not be liable for allergic reactions resulting from inaccurate manufacturer information or failure to read Product labels before consumption.

Fresh meat, fish and other variable-weight products are sold by weight.

Whilst estimated weights may be displayed online, customers will be charged based on the actual weight supplied.

All Products remain subject to availability, as explained in the Product Availability and Substitutions section.

If an item becomes unavailable after an order is placed, we will handle it in accordance with the Product Availability and Substitutions section.

• contact you before dispatch;
• offer a suitable substitute;
• remove the item from your order and issue a refund.

Customers are under no obligation to accept substitute products.

8. Product Availability and Substitutions

All Products displayed on our Website are offered subject to availability.

Whilst we make every reasonable effort to maintain accurate stock levels, Products may occasionally become unavailable due to supplier shortages, seasonal demand, stock discrepancies or circumstances beyond our reasonable control.

If an item becomes unavailable after you have placed your Order, we may:

• contact you before dispatch to discuss available options;
• offer a comparable substitute product;
• remove the unavailable item from your Order and refund the amount paid for that item; or
• cancel the affected part of your Order where no suitable alternative is available.

Any substitute Product offered will be of similar quality and intended use wherever reasonably possible.

You are under no obligation to accept substitute Products. If you reject a substitute, you will not be charged for that item, or if payment has already been taken, an appropriate refund will be issued.

We reserve the right to limit quantities purchased where, in our reasonable opinion, unusually large orders may affect stock availability for other customers or indicate commercial resale.

9. Pricing and Payment

All prices displayed on our website are shown in Pounds Sterling (£) and include VAT where applicable.

Delivery charges are calculated separately and clearly displayed during checkout before payment is completed.

We reserve the right to amend prices at any time.

Price changes will not affect orders that have already been accepted and dispatched.

Although we make every effort to maintain accurate pricing, genuine pricing errors may occasionally occur.

Where a pricing error is identified before dispatch, we reserve the right to:

• cancel the affected order;
• contact you with the correct price; or
• provide a full refund where payment has already been taken.

Payment may be made using the payment methods displayed during checkout, including major debit cards, credit cards, PayPal and any other approved payment methods.

Orders remain subject to payment authorisation.

Where payment authorisation is declined, we reserve the right to refuse or cancel the order.

Title to the Products remains with DOA Foods UK until payment has been received in full.

10. Promotions and Discount Codes

From time to time DOA Foods UK may offer promotional discounts, voucher codes, introductory offers or seasonal campaigns.

Unless expressly stated otherwise:

• only one promotional code may be used per order;
• promotional codes cannot be exchanged for cash;
• promotional codes have no cash value;
• promotions cannot be applied retrospectively;
• expired codes will not be accepted.

Promotional offers may exclude:

• delivery charges;
• gift cards;
• selected products;
• clearance items;
• already discounted products.

We reserve the right to:

• amend promotional offers;
• withdraw promotions without notice;
• refuse promotional codes where misuse is suspected;
• cancel orders obtained through fraudulent use of promotions.

Where an order is refunded, any promotional discount applied may be deducted from the refund where appropriate.

Employees, agents or affiliates of DOA Foods UK may be excluded from certain promotional campaigns unless otherwise stated.

11. Order Acceptance

Your Order constitutes an offer to purchase Products from DOA Foods UK.

Once your Order has been placed, you will receive an acknowledgement email confirming that we have received it. This acknowledgement does not constitute acceptance of your Order.

A legally binding Contract between you and DOA Foods UK is formed only when:

• payment has been successfully authorised;
• the Products have been prepared for dispatch; and
• we issue a dispatch confirmation.

We reserve the right to refuse or cancel any Order before dispatch where:

• payment cannot be authorised;
• pricing or product information contains an obvious error;
• Products are unavailable;
• fraud or unauthorised activity is suspected;
• delivery cannot reasonably be completed;
• we believe these Terms have been breached.

Where payment has already been taken for a cancelled Order, we will issue a full refund using the original payment method.

12. Delivery

Delivery services are provided in accordance with our Shipping Policy, which forms part of these Terms.

We currently use trusted courier partners including DHL, DPD and Parcelforce.

Delivery dates and delivery windows displayed on our Website are estimates only and are not guaranteed.

Whilst we will use reasonable efforts to deliver within the estimated timeframe, delays may occasionally occur due to:

• severe weather;
• road traffic incidents;
• courier operational issues;
• industrial action;
• customs delays;
• supplier delays; or
• events beyond our reasonable control.

We reserve the right to amend delivery schedules, delivery areas or delivery charges at any time.

Customers are responsible for ensuring that:

• the delivery address provided is accurate;
• someone aged 18 or over is available to receive the Order where required;
• fresh and frozen Products are unpacked and stored appropriately immediately after delivery.

Where a delivery cannot be completed because nobody is available to receive the Order, additional delivery charges or loss of perishable Products may apply.

Customers who independently rearrange, redirect, reject or refuse deliveries directly with the courier without our prior approval accept responsibility for any deterioration of fresh or frozen Products resulting from the delay.

13. Click & Collect

Where Click & Collect is offered, customers may collect eligible Orders from our nominated collection location.

Customers must:

• present their Order confirmation;
• provide valid photographic identification if requested; and
• collect their Order within the collection period advised.

Orders placed after the published daily Click & Collect cut-off time will normally be available on the next Business Day.

Fresh and frozen Products should be collected promptly.

Orders not collected within the stated collection period may be cancelled.

Where perishable Products cannot be resold, we reserve the right to deduct reasonable handling costs and the value of spoiled Products from any refund.

14. Fresh & Frozen Food

DOA Foods UK specialises in supplying fresh, chilled and frozen food Products.

Every Order is prepared using insulated packaging designed to maintain appropriate temperatures throughout normal transit.

Because deliveries are completed using ambient courier services, frozen Products may soften or partially thaw during transport, particularly during periods of unusually warm weather or unexpected courier delays.

Products that remain cold upon arrival are generally considered safe for consumption.

Customers should refrigerate or freeze Products immediately after delivery.

If Products arrive:

• warm and unsafe for consumption;
• spoiled;
• leaking;
• contaminated; or
• otherwise unsuitable for use,

customers must notify DOA Foods UK within 24 hours of delivery by emailing admin@doafoods.co.uk together with photographs of the affected Products and packaging.

Each claim will be assessed individually.

Where appropriate, we may provide:

• a replacement;
• a refund; or
• store credit.

15. Risk and Ownership

Risk in the Products passes to you when:

• the Products are delivered to the delivery address provided;
• they are collected by you under Click & Collect; or
• they are left in accordance with your delivery instructions, including delivery to a nominated safe place or neighbour.

If you instruct our courier to leave your Order unattended, responsibility for loss, theft, damage, contamination or temperature changes passes to you once delivery has been completed.

Ownership of the Products remains with DOA Foods UK until payment has been received in full.

16. Consumer Cancellation Rights

Where applicable, customers have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

These rights do not normally apply to:

• fresh food;
• chilled food;
• frozen food;
• sealed Products unsuitable for return for health protection or hygiene reasons once unsealed; or
• Products liable to deteriorate rapidly.

Customers wishing to cancel an eligible Order should contact us as soon as possible before dispatch.

Once an Order containing perishable Products has been dispatched, cancellation may no longer be possible except where Products are faulty, damaged or incorrectly supplied.

Nothing in these Terms limits your statutory consumer rights.

17. Returns & Refunds

Our Returns & Refunds Policy forms part of these Terms.

Due to food safety and hygiene requirements, we cannot normally accept returns of perishable Products unless:

• they were supplied incorrectly;
• they are faulty;
• they arrive damaged;
• they are unsafe for consumption; or
• they do not match their description.

Non-perishable Products may be returned in accordance with our Returns & Refunds Policy, provided they remain unopened, unused and in a resaleable condition.

Approved refunds will normally be processed using the original payment method.

Delivery charges are refundable only where required by law or where the return results from our error.

18. Faulty or Damaged Goods

Customers should inspect all Products immediately upon delivery.

If any Product is:

• damaged;
• missing;
• defective;
• spoiled;
• incorrect; or
• otherwise unsatisfactory,

customers should notify DOA Foods UK within 24 hours by emailing admin@doafoods.co.uk.

Claims should include:

• the Order number;
• a description of the issue;
• clear photographs of the Product;
• photographs of the packaging where applicable.

Failure to report issues within 24 hours may affect our ability to investigate the claim, although this does not affect your statutory rights.

Following investigation, we may provide:

• replacement Products;
• a full or partial refund;
• store credit; or
• another appropriate remedy.

Customers must comply with the account, website-use and customer responsibility requirements set out in these Terms.

19. Privacy and Data Protection

DOA Foods UK is committed to protecting your privacy and handling your personal information responsibly.

We process personal information in accordance with:

• the UK General Data Protection Regulation (UK GDPR);
• the Data Protection Act 2018; and
• our Privacy Policy.

Information we may collect includes:

• name;
• address;
• telephone number;
• email address;
• payment information;
• purchase history;
• delivery information; and
• communications with our Customer Support Team.

Your information is used to:

• process Orders;
• arrange deliveries;
• manage customer accounts;
• respond to enquiries;
• prevent fraud;
• comply with legal obligations; and
• improve our services.

We will never sell your personal information to third parties for marketing purposes.

Where we use trusted service providers such as payment processors, courier partners or website hosting providers, they will only receive information necessary to perform their services on our behalf.

Further information regarding how we collect, use and retain your information is available in our Privacy Policy.

20. Intellectual Property

All content available on the DOA Foods UK Website, including but not limited to:

• logos;
• trademarks;
• business names;
• product descriptions;
• photographs;
• graphics;
• videos;
• page layouts;
• software;
• source code;
• text; and
• downloadable content,

is owned by or licensed to DOA Spice and Foods Limited and is protected by UK and international intellectual property laws.

You may access and use the Website solely for personal, non-commercial purposes.

You must not, without our prior written consent:

• reproduce;
• copy;
• distribute;
• modify;
• publish;
• sell;
• licence;
• exploit; or
• create derivative works from

any content appearing on our Website.

Nothing contained within these Terms transfers ownership of any intellectual property rights to you.

21. Suspension and Termination of Accounts

We reserve the right to suspend, restrict or permanently terminate customer accounts where we reasonably believe that:

• fraudulent activity has occurred;
• payment fraud is suspected;
• false information has been provided;
• these Terms have been breached;
• abusive or threatening behaviour has been directed towards our staff;
• repeated failed payments have occurred; or
• the security of our Website may be compromised.

Where appropriate, we may request additional information to verify a customer’s identity before reactivating an account.

Termination of an account shall not affect any rights or obligations arising from Orders placed before termination.

22. Limitation of Liability

Nothing contained within these Terms excludes or limits liability where such limitation would be unlawful.

This includes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any statutory rights that cannot legally be excluded.

Subject to the above, DOA Foods UK’s total liability arising from any Order shall not exceed the total amount paid by the Customer for the affected Products.

We shall not be liable for:

• indirect or consequential losses;
• loss of profits;
• loss of business;
• loss of goodwill;
• loss of opportunity; or
• losses arising from circumstances beyond our reasonable control.

We are not responsible for delays resulting from third-party courier operations where reasonable care has been taken in selecting and instructing those delivery partners.

Customers are responsible for ensuring that fresh and frozen Products are stored correctly immediately after delivery.

23. Force Majeure

DOA Foods UK shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control.

These circumstances include, but are not limited to:

• severe weather;
• flooding;
• fire;
• acts of God;
• pandemic or epidemic;
• war;
• terrorism;
• civil unrest;
• industrial action;
• transport disruption;
• power failure;
• cyber attack;
• supplier failure;
• government restrictions; or
• any other event outside our reasonable control.

Where such an event occurs, we will use reasonable efforts to minimise disruption and resume normal operations as soon as reasonably practicable.

24. Complaints Procedure

We are committed to providing excellent customer service.

If you are dissatisfied with any aspect of our products or services, please contact our Customer Support Team.

Email: admin@doafoods.co.uk

To help us investigate your complaint efficiently, please include:

• your Order number;
• your full name;
• the delivery address;
• a detailed description of the issue; and
• photographs where applicable.

We aim to acknowledge complaints within two Business Days and will investigate all complaints fairly and promptly.

Where a complaint cannot be resolved immediately, we will keep you informed of progress until a final outcome has been reached.

Nothing contained within this procedure affects your statutory rights.

25. Governing Law

These Terms & Conditions and any Contract formed between you and DOA Foods UK shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising from or relating to these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales unless applicable consumer legislation provides otherwise.

If any provision of these Terms is found by a court of competent jurisdiction to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Failure by DOA Foods UK to enforce any provision of these Terms shall not constitute a waiver of that provision or any other rights available to us.

These Terms, together with our Shipping Policy, Returns & Refunds Policy, Privacy Policy, Cookie Policy and any other policies expressly referred to herein, constitute the entire agreement between you and DOA Foods UK in relation to your use of our Website and the purchase of Products.

26. Contact Information

DOA Foods UK

Trading Name of DOA Spice and Foods Limited

Trading Office

3 Lime Square Retail Park

Openshaw

M11 1DA

United Kingdom

Customer Support

Email: admin@doafoods.co.uk

Website: www.doafoods.co.uk

Customer Support Hours

• Monday to Thursday: 9:00am – 5:00pm
• Friday: 9:00am – 12:00pm