Key points
Policy at a Glance
- Please check your order carefully before placing it.
- Prices are shown in pounds sterling and include VAT where applicable.
- Payment is taken using the payment methods shown at checkout.
- We may refuse or cancel an order where payment fails, stock is unavailable or fraud is suspected.
- Some food, perishable, sealed or hygiene-sensitive items may not be suitable for return.
- Business customers are subject to the business customer terms in section 15.
- Nothing in these terms affects your statutory consumer rights.
About these terms
1. Introduction
This website is operated by Nicol Retailer Limited. References to “Nicol Retailer”,
“we”, “us” and “our” mean Nicol Retailer Limited. References to “you” and “your”
mean the customer using our website or placing an order with us.
By accessing our website, creating an account or placing an order, you agree to these
Terms and Conditions. These terms apply to purchases made through our website unless
we agree otherwise in writing.
You are a consumer if you purchase goods for purposes wholly or mainly outside your trade,
business, craft or profession. You are a business customer if you purchase goods for purposes
connected with your trade, business, craft or profession.
We may update these terms from time to time. The terms that apply to your purchase will be
the terms displayed on our website at the time your order is placed.
Your account
2. Account and Eligibility
You must be at least 18 years old to place an order through our website. By placing an order,
you confirm that all information provided to us is accurate, complete and up to date.
Where you create an account, you are responsible for keeping your login details secure and
confidential. You are also responsible for all activity carried out through your account.
We may suspend or restrict access to an account where we reasonably suspect fraud, misuse,
unauthorised activity, payment issues or breach of these terms.
Order process
3. Orders and Acceptance
After you place an order, you may receive an order confirmation email. This confirms that
we have received your order, but it does not mean that your order has been accepted.
A contract between you and Nicol Retailer Limited is formed when we accept and dispatch
your order. We may refuse, cancel or delay an order where:
- payment is refused, declined, reversed or flagged for review;
- the item is unavailable or cannot be supplied;
- there is an obvious error in price, stock, delivery information or product description;
- we reasonably suspect fraud, misuse or unauthorised activity;
- you have provided incomplete or inaccurate information;
- we are unable to deliver to the address provided.
Where an order cannot be fulfilled, we will contact you where reasonably possible and arrange
a refund for any payment taken for items that cannot be supplied.
Product supply
4. Product Availability and Substitutions
All products are subject to availability. We make reasonable efforts to keep stock information
accurate, but availability may change before your order is accepted or dispatched.
If an item becomes unavailable, we may cancel that item from your order and refund the amount
paid for it. We will not substitute items unless this is clearly offered and accepted, or unless
you have agreed to substitutions as part of the order process.
Pricing
5. Prices, VAT and Delivery Charges
Product prices are shown on the website in pounds sterling. Prices include VAT where applicable,
unless stated otherwise.
Delivery charges, courier charges or other applicable charges will be shown at checkout before
you complete your order.
We take reasonable care to ensure prices are accurate. If we identify an obvious pricing error
before accepting or dispatching your order, we may cancel the affected item or contact you to
confirm whether you wish to proceed at the correct price.
Secure checkout
6. Payment Methods and Payment Processors
Payment may be made using the payment methods displayed at checkout, including eligible debit cards,
credit cards, PayPal, Stripe, Google Pay and Apple Pay, where available.
Payments are processed securely by third-party payment processors, which may include PayPal, Stripe,
Google Pay and Apple Pay. We do not store your full card details on our website.
Where you choose to pay through a third-party payment provider, your payment may also be subject to
that provider’s own terms, conditions, security checks and processing times. Your order will only be
processed once payment has been authorised or received.
If payment is refused, declined, reversed, disputed, charged back or flagged for security review by
the payment provider, we may delay, suspend or cancel the order. We may also suspend further orders
where there is an outstanding payment dispute or unpaid balance.
Delivery information
7. Delivery
Delivery will be made to the address provided by you at checkout. It is your responsibility to ensure
that the delivery address, postcode, contact number and delivery details are correct.
Delivery times are estimates only and may be affected by courier delays, stock availability, weather,
operational issues, public holidays, customs checks or events outside our reasonable control.
Risk in the goods passes to you once the goods have been delivered to the address provided, handed to you,
handed to a person at the address, left in a safe place requested by you, or delivered in accordance with
courier tracking information.
If a parcel is returned to us because of an incorrect address, failed delivery, refusal to accept delivery
or failure to collect from a courier collection point, we may deduct reasonable delivery and return costs
from any refund, unless the return was caused by our error.
Returns and refunds
8. Cancellations, Returns and Refunds
Please inspect your order as soon as it arrives. If any item is damaged, defective, missing or incorrect,
please contact us promptly with your order number, details of the issue and supporting photographs where relevant.
For most online consumer orders, you may have the right to cancel within 14 days of receiving your goods.
After notifying us of cancellation, you will normally have a further 14 days to return the goods. This is
subject to any legal exclusions that apply to the type of product purchased.
Important return exclusions: For hygiene, safety, freshness, sealed goods, personalised
goods or perishable product reasons, some items may not be returnable once opened, used, unsealed, damaged,
altered or handled beyond what is necessary to inspect them.
Goods should be returned unused, complete and in their original packaging where possible. Tags, labels,
hygiene seals and security seals should remain intact where applicable.
Unless the goods are faulty, damaged or incorrectly supplied, you are responsible for the cost and risk
of returning them. We recommend using a tracked postal or courier service and keeping proof of posting.
Refunds will normally be issued to the original payment method or through the original payment processor.
Where a payment was made through PayPal, Stripe, Google Pay, Apple Pay or another payment provider, the
refund may be subject to that provider’s processing times.
How to resolve an issue
Our Order Issue Process
Follow these steps so that we can review and resolve your request as efficiently as possible.
1
Contact Us
Contact us by live chat and provide your name, order number, product details and the reason for your query.
2
Send Evidence
Where relevant, supply clear photographs of the item, packaging and delivery label.
3
Receive Instructions
Our team will review the information and confirm the next steps.
4
Refund or Resolution
Where approved, we will process the refund, replacement or other agreed resolution.
Product guidance
9. Product Information, Labels and Allergen Information
We aim to ensure that product information, prices, images and descriptions are accurate and up to date.
However, product packaging, ingredients, allergens, nutritional information, manufacturer details and
product presentation may change from time to time.
You should always read the product label, packaging and manufacturer information before using or consuming
a product, particularly where allergies, intolerances, dietary requirements or medical conditions are relevant.
Product images are for illustrative purposes and may differ slightly from the actual product supplied.
Promotions
10. Offers, Discounts and Promotions
Promotional offers, discount codes, vouchers, bundles and competitions may be subject to separate terms,
limits, expiry dates, exclusions or minimum spend requirements.
We may change, withdraw, suspend or limit promotions at any time where permitted by law. Discount codes
cannot usually be applied retrospectively after an order has been placed.
Only one discount code or promotional offer may be applied to an order unless stated otherwise.
Customer content
11. Customer Reviews and User Content
Where you submit a review, comment, image or other content to our website or social media pages, you confirm
that the content is honest, accurate, lawful and your own original content.
You must not submit content that is defamatory, abusive, discriminatory, misleading, unlawful, obscene,
threatening, spam, promotional for another business, or that infringes the rights of another person.
We may moderate, reject, edit or remove reviews and user content where we consider it appropriate.
Legal responsibility
12. Liability
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability
for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or your statutory
consumer rights.
We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to
use reasonable care and skill. We are not responsible for losses that are not foreseeable.
Where goods are purchased as a consumer, they are supplied for private and domestic use. We are not liable
for business losses, including loss of profit, loss of business, loss of opportunity, loss of goodwill or
business interruption.
We will not be liable for delay or failure to perform our obligations where this is caused by events outside
our reasonable control.
Personal information
13. Privacy and Personal Data
We handle personal information in accordance with our Privacy Policy. We may use your personal information
to process orders, manage your account, arrange delivery, process payments and refunds, respond to queries,
prevent fraud and comply with legal obligations.
We may share necessary information with payment processors, delivery providers, IT providers, professional
advisers and regulatory bodies where required for the operation of our business or compliance with law.
General purchase terms
14. General Terms
14.1 Intellectual property
All website content, branding, photographs, text, graphics, design, logos and layout belong to Nicol Retailer
Limited or our licensors. You may not copy, reproduce, publish, distribute or commercially exploit our website
content without written permission.
14.2 Severability
If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining terms will continue
to apply.
14.3 No waiver
If we delay enforcing any right under these terms, this does not prevent us from enforcing that right later.
14.4 Governing law
These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction,
unless consumer law gives you the right to bring proceedings elsewhere.
Business purchases
15. General Terms for Business Customers Only
This section applies only where you purchase from Nicol Retailer Limited as a business customer.
You are treated as a business customer where you place an order for purposes relating to your trade,
business, craft or profession, or where the account is created in the name of a business.
If you are purchasing as a consumer, this business section does not apply to you. If you are a business
customer, these business terms apply in addition to the general terms above. Where there is any conflict
between this business section and the general terms, this business section will take priority for business
purchases.
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Business authority
By placing an order on behalf of a business, you confirm that you are authorised to do so and that
the business is responsible for the order and payment.
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Business cancellation rights
Business customers may not have the same cancellation rights as consumers. Once an order is accepted,
prepared or dispatched, cancellation may not be possible.
15.1 Business account and authority
By placing an order on behalf of a business, you confirm that you are authorised to do so and that the
business will be responsible for the order, payment and compliance with these terms.
15.2 Minimum order values and delivery charges
We may apply minimum order values, delivery charges or small-order charges to business purchases.
Any applicable charges will be shown at checkout before the order is placed.
15.3 Order changes and cancellation
Business customers may not have the same cancellation rights as consumers. Once an order has passed
the final amendment or cancellation point, or has been accepted, prepared or dispatched, we may be
unable to cancel it.
Where cancellation is accepted after that point, we may charge for any goods, delivery costs,
return costs, administrative costs or other reasonable costs incurred.
15.4 Incorrect, incomplete or damaged business orders
If a business order is incomplete, incorrect or damaged, you must notify us promptly after delivery
and provide your order number, details of the issue and supporting evidence where requested.
Where we accept that goods have been incorrectly supplied, not supplied or damaged before delivery,
our liability will normally be limited to replacing the affected goods, refunding the price paid for
the affected goods, or crediting the relevant amount against your account.
15.5 Non-perishable goods
Where we agree to accept the return of non-perishable goods from a business customer, the goods must
be unused, complete, in good condition and returned in their original packaging where possible.
We may refuse a return where goods have been used, opened, damaged, altered or are no longer suitable
for resale.
15.6 Perishable, chilled, frozen, sealed and hygiene-sensitive goods
Perishable goods, chilled goods, frozen goods, sealed goods, food items and hygiene-sensitive products
may not be returnable unless they are faulty, damaged before delivery, incorrectly supplied or not as described.
15.7 Use, resale and redistribution
Unless we agree otherwise in writing, goods supplied by Nicol Retailer Limited are not supplied for resale,
redistribution, repackaging or onward commercial supply.
You are responsible for ensuring that any business use of goods purchased from us complies with all
applicable laws, labelling requirements, food safety rules, storage requirements and trading standards
obligations.
15.8 Compliance with laws
Business customers must comply with all applicable laws and regulations, including laws relating to bribery,
corruption, modern slavery, fraud, data protection, food safety, consumer protection, product handling and
onward supply where relevant.
15.9 Indemnity
You agree to indemnify Nicol Retailer Limited against any losses, claims, liabilities, damages, costs and
expenses arising from your breach of these terms, misuse of the website, misuse of products, unauthorised
resale, unlawful onward supply, or failure to comply with applicable laws.
15.10 Limitation of liability for business customers
Nothing in these terms limits or excludes liability where it would be unlawful to do so. Subject to this,
our liability to a business customer for any order will be limited to the price paid for the goods in that order.
We will not be liable to business customers for loss of profit, loss of revenue, loss of business, loss of
goodwill, loss of anticipated savings, business interruption, indirect loss, consequential loss or any loss
arising from resale, redistribution or reliance on the availability of goods.
15.11 Suspension or termination of business access
We may suspend, restrict or terminate a business account or refuse further orders where payment is overdue,
payment is disputed, fraud is suspected, these terms are breached, or we reasonably consider that continued
supply may create legal, operational, reputational or commercial risk.
Frequently asked questions
16. Terms and Conditions Questions
When is my order accepted?
Your order is accepted when it is confirmed and dispatched. An order confirmation email only confirms that
we have received your order.
Who processes my payment?
Payments may be processed by third-party payment providers such as PayPal, Stripe, Google Pay or Apple Pay,
depending on the payment method selected at checkout.
Can I cancel or return my order?
Eligible online consumer orders may be cancelled or returned in accordance with the returns section above.
Some products, including perishable, sealed, hygiene-sensitive or opened goods, may be excluded.
Do business customers have the same cancellation rights?
Business customers may not have the same cancellation rights as consumers. The business customer terms
in section 15 apply to business purchases.
Are my statutory rights affected?
No. Nothing in these terms limits or excludes the statutory rights available to consumers under applicable UK law.
Need help?
17. Contact Our Customer Support Team
Please contact us if you have a question about an order, payment, delivery, return, refund or these terms.
Providing your order number and clear details will help us review your query promptly.
For the quickest response, please contact us using the live chat option on our website.
Please include your order number, full name and a clear description of your query.
Company Details
Nicol Retailer Limited
15-16 Dodson Way
Fengate
Peterborough
PE1 5XJ
Telephone: 01733 602488
Customer support: Live chat available through our website
Company Registration Number: 13556691
UK VAT Registration Number: GB388 7055 48
These Terms and Conditions should be read together with our Refund and Returns Policy,
Privacy Policy, delivery information and any product-specific terms shown at the time of purchase.
Your statutory rights are not affected.
