Our online store terms and conditions

  1. About these terms and conditions
    • What these Terms cover. These are the terms and conditions (Terms) which apply when you place an order and we sell any goods to you through our online store at https://www.worsteadestate.com/shop/ (Website) or by email or phone. We do not accept orders by post or in person.
    • Why you should read these Terms. Please read these Terms carefully before you submit your order to us. These Terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
    • When these Terms apply. These Terms apply automatically when you place an order for any goods (Products) through our Website by phone or by email (your Order) unless we have agreed otherwise in writing before you place your Order.
  2. Information about us and how to contact us
    • Who we are. We are Worstead Farms Limited a company incorporated and registered in England and Wales. Our company registration number is 00512118 and our registered office is at Holly House, Smallburgh, Norfolk, NR12 9NB. Our registered VAT number is 105826678. When we use the words we, us, or our we are referring to Worstead Farms Limited. We trade under the names “Worstead Farms”, “Worstead Estate” and “Worstead Estate Farm”.
    • How to contact us. You can contact us about your Order, these Terms or with enquiries about purchasing goods from us:
    • How we may contact you. If we have to contact you about your Order we will do so by telephone or by writing to you at the email address or postal address you provided to us in your Order.
    • “Writing” includes emails. When we use the words “writing” or “written” in these Terms, this includes emails.
  3. Our contract with you
    • How we will accept your Order. If you place your Order through our Website or by email, our acceptance of your Order will take place when we email you to accept it, at which point a contract will come into existence between you and us. If you place an Order by phone, our acceptance of your Order will take place by phone or in writing, at which point a contract will come into existence between you and us.
    • If we cannot accept your Order. If we are unable to accept your Order, we will inform you of this and will not charge you for the Product. This might be because the Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Product or because we are unable to meet a delivery deadline you have specified.
    • Your order number. We will assign an order number to your Order and tell you what it is when we accept your Order. It will help us if you can tell us the Order number whenever you contact us about your Order.
    • We only deliver to the UK. Our Website is solely for the promotion and sale of our Products in the UK. We do not deliver to addresses outside the UK.
  4. Our Products
    • Products may vary slightly from their pictures. The images of the Products on our Website are for illustrative purposes only. The Product you receive may vary from those images. Although we have made every effort to be as accurate as possible, weights, sizes and measurements indicated on our Website are approximate as the weights, size and measurements of meat and other foods vary.
    • Product packaging may vary. The packaging of the Products may vary from that shown in images on our Website. We will ensure that each Order is properly packed for delivery.
  5. Your rights to make changes

If you wish to make a change to your Order please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of your Order, the timing of supply or anything else which we will need to change as a result of your request. We will also ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or you do not want to agree to our proposals, you may want to end the contract.

  1. Our rights to make changes
    • Changes to the Products. We may change our Products from time to time:
      • to reflect changes in relevant laws and regulatory requirements;
      • as a result of changes in the cost, availability and specification of supplies made to us or the availability of animals and materials; and
      • to make adjustments to the Products which we consider necessary or which we consider will improve the Products.

These changes may happen before or after you have placed your Order. If we make a significant change to any Products which you have ordered, then we will contact you. You may decide to end the contract as a result of significant changes.

  • Changes to our Terms. We may change or alter our Terms at any time. If we change or alter our Terms then the Terms which were published on our Website at the time you placed your Order shall apply.
  1. Providing the Products
    • Delivery costs. The costs of delivery will be as displayed to you on our Website when you place your Order.
    • Collection. Although we do not have a farm shop, you can ask to collect your Products from our premises by contacting us. You may only collect your Products from us if we have agreed that you may do so. If you collect any Products from us then they become your responsibility once collected by you or someone you have told us is allowed to collect the Products on your behalf (such as a friend or carrier arranged by you).
    • When we will send the Products. If your Order is placed before 10am Monday to Thursday (inclusive) then we will aim to dispatch your Products the same day. If we receive your Order at or after 10am Monday to Wednesday (inclusive) then we will aim to dispatch your Products the next day. If your Order is placed at or after 10am on Thursday or at any time Friday to Sunday (inclusive) then we will aim to dispatch your Products on the following Monday. We do not dispatch Products on Saturdays, Sundays or public holidays.
    • When your Order might take a little longer. Your Products may occasionally take a little longer to be dispatched or be delivered. For example, this can happen when we are extremely busy, if the usual day when we would dispatch your Products it is a public holiday, or because something has happened which is beyond our reasonable control. If there is likely to be a significant delay then we will contact you. Provided we do this we will not be liable for any delays outside our control, but if there is a risk of substantial delay you may decide to cancel the contract.
    • When you can expect to receive your Products. We will notify you once your Products have been dispatched and tell you when to expect delivery. Products are delivered by DPD Local and generally delivered the day after they have been dispatched. In some cases, depending on the location to which the Products are being delivered, Products can take up to three days to arrive after they have been dispatched.
    • Taking delivery of the Products. The Products will be delivered to the address specified by you in your Order and delivery will be complete when someone at the address you have given us has signed for or taken receipt of the Products. It is your responsibility to make sure that someone suitable is available to take delivery of the Products. We do not have to re-deliver or arrange a refund or replacement if you have given us the wrong address.
    • Some Products are frozen. The meat which we sell is dispatched frozen and should arrive frozen. If the Products have defrosted when they arrive at the address you have given to us, please call us on 01692 536226 or email sales@worsteadestate.com. You should not re-freeze any Products once they have defrosted as this can be dangerous.
    • Leaving the Products in a safe place or someone else. You can request that the Products are left in a safe place or with someone else (such as a neighbour). If you do this, then we will have fulfilled our responsibility to deliver the Products, and the Products will be your responsibility, when left in accordance with your instructions. If you have requested that the Products are left in a safe place or with someone else and they are stolen, lost, damaged, destroyed, spoiled or have defrosted, then we do not have to provide a refund or replacement.
    • If you do not re-arrange delivery. If you do not collect the Products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we may end the contract and clause 2 will apply.
    • If we have attempted delivery. If we have attempted to deliver your Products on the date we have told you but no-one was available to take delivery of them, then we are not obliged to provide a refund or replacement if the Products are spoiled or defrosted.
    • Products are lost or damaged before being delivered. The Products are our responsibility until they are delivered to someone at the address you have given us (unless clause 8 applies). If your Products have not arrived when expected, please call us on 01692 536226. We will not make refunds for missing parcels if it has been more than 10 days since your Products were dispatched when you contact us.
    • When you own the Products. You become the owner of the Products once we have received payment of the price payable for that Product in full. We will not dispatch or allow you to collect any Products until you have paid for them in full.
  2. Your rights to end the contract
    • Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and you may also be entitled to compensation. The reasons are:
      • we have told you about an significant change to the Product which you do not agree to (see clause 2);
      • we have told you about an error in the price or description of the Product you have ordered and you do not wish to proceed;
      • we have told you that there is a risk that supply or delivery of the Products may be significantly delayed because of events outside our control.
  1. Changing your mind
    • Changing your mind before the Products are dispatched. You may change your mind and cancel the contract at any time before the Products have been dispatched. Once the Products have been dispatched, whether you have a right to change your mind depends on the type of Products you have purchased.
    • Non-perishable products. If the Product you have purchased is not perishable then, under the Consumer Contracts (information, Cancellation and Additional Charges) Regulations 2013 you have the right to change your mind. You may do so for up to 14 days after the date on which you (or someone nominated by you) receives the Products. If your your Products are split into deliveries over different days then you have 14 days after the day you (or someone you nominate) receives the last delivery to change your mind.
    • Meat and other perishable products. Other than set out in clause 1, the right to change your mind does not apply if the Product about which you have changed your mind is meat, requires refrigeration or would perish before being returned to us. This is because we cannot resell any meat or other perishable items after they have been dispatched. In these circumstances you cannot change your mind and claim a refund.
    • Tell us if you want to end the contract after changing your mind. If you have the right to change your mind and would like to end the contract with us, please let us know by doing one of the following:
      • Phone or email. Please use our contact form or call us on 01692 536226 or email us at sales@worsteadestate.com. Please provide your name, home address, details of the Order and, where available, your phone number and email address.
  1. Problems with the Products
    • Your legal rights. We are under a legal duty to supply Products that are in conformity with this contract. This means that when we supply the Products they must be:
      • as we have described them (although we do have the right to make minor changes as set out in clause 6);
      • fit for purpose; and
      • of satisfactory quality (that is what a reasonable person would consider satisfactory).
    • Please tell us about problems. If you have any comments or complaints about the Products (including if the Products do not conform to the contract), please contact us by email at sales@worsteadestate.com. If possible, please email us as soon as possible and within 5 days of receiving your Products as we will not usually consider complaints about incorrect or missing items later than this. Please include your name, details of your Order, your address and telephone number. If:
      • any Products are missing when your Order is delivered, please include details of the missing Products;
      • you have received an incorrect item please include a short description of what is wrong and, if possible, provide a photo;
      • a Product or parcel is damaged when it arrives, please include details of the damage and, if possible, provide photographs of the damage. Please note that we are not responsible for damage which happens after Products have been delivered;
      • an item is faulty, not as described or is unsatisfactory, please include details of the problem. You may have the right to claim a refund or a replacement; please contact us to discuss your options. Please do not return any Products until we have contacted you.
  1. Returning Products after ending the contract or if there is a problem.
    • You must return the Products to us unless we agree otherwise. If you wish to exercise your right to end the contract or your legal right to reject the Products (if there is a problem) after they have been dispatched to you, you must return the Products to us unless we agree otherwise. You must either return the Products in person or post them back to us at Holly House, Smallburgh, Norwich NR12 9NB or (if they are not suitable for posting, such as meat) allow us to collect them from you if we wish to do so. If the right to change your mind applies and you are exercising that right, then you must send off the Products within 14 days of telling us you wish to end the contract.
    • We will not pay the costs of return if you change your mind. If the right to change your mind applies and you are exercising that right, then you must pay the costs of returning the Products to us. If you return Products to us, they are your responsibility until we receive them.
    • When we pay the costs of return. We will only pay the costs of returning the Products to us if the Products do not conform to your legal rights or you are ending the contract for a reason in clause 8.
    • How we will refund you. If you are entitled to a refund, we will refund you the price you paid for the Products including the costs of delivery to you. Your refund will be made by the method you used for payment. However, we may make deductions from the price, as described below.
    • Deductions from refunds if the right to change your mind applies. If you are exercising your right to change your mind:
      • we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and
      • the maximum refund for the cost of delivery to you will be the costs of delivery by the least expensive delivery method we offer. If you have selected a more expensive option then we will deduct the difference.
    • When your refund will be made. We will make any refunds due to you as soon as possible. If the right to change your mind applies and you exercise that right then:
      • if we have not offered to collect the Products, your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 9.2 or
      • in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
  1. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a Product at any time by writing to you if:
      • you do not make any payment to us when it is due;
      • you do not give us any information which we need to supply or deliver the Products to you;
      • you have not made the necessary arrangements to allow us to deliver the Products; or
      • you do not allow us to deliver the Products to you or do not collect the Products from us.
    • You must compensate us if you break the contract. If we end the contract because you break it, we will refund you the money you have paid in advance but we deduct or charge reasonable compensation for the net costs we will incur as a result of your breaking the contract. This may apply, for example, where we have tried to deliver meat but there has been no-one available to take delivery and you have not instructed us to leave the Products in a safe place. In that case, the meat may have defrosted and spoiled through no fault of our own. We may therefore charge you the whole cost of the meat and deduct this from your refund. We may also charge or deduct include storage costs and any further delivery costs if delivery fails through no fault of our own.
    • We may withdraw the Products. We may write to you to let you know that we are not able to supply the Products to you or that we are going to stop providing the Products. This might be because the Product is out of stock or is no longer available through no fault of our own, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Product or because we are unable to meet a delivery deadline you have specified. We will let you know as soon as we are able and and will refund any sums you have paid in advance for Products which will not be provided.
  2. Price and payment
    • Where to find the price for the Product. The price of the Product (which includes VAT) will be the price indicated on the order pages when you placed your Order. We take reasonable care to ensure that the price of the Product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the Product you order.
    • We may pass on changes in the rate of VAT. If the rate of VAT changes between the date of your Order and the date we supply the Product, we will adjust the rate of VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your Order so that, where the Product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Product’s correct price at the date of your Order is higher than the price stated to you, we will contact you for your instructions before we accept your Order. If we accept and process your Order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.
    • When you must pay and how you must pay. We accept payment with Visa, Mastercard and American Express You must pay for the Products before we dispatch them. We will not charge your credit or debit card until we dispatch the Products to you.
    • What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know.
  3. Our responsibility for loss or damage suffered by you
    • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • We do not exclude or limit in any way our liability to you 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; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Products; and for defective Products under the Consumer Protection Act 1987
    • We are not liable for business losses. We only supply the Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  4. How we may use your personal information

How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

  1. Other important terms
    • We may transfer this agreement to someone else. We may transfer our rights and obligations under these Terms to another organisation. This is most likely to apply if we sell our business or change the legal structure of our business.
    • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its Terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. 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 this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings. These Terms are governed by English law and you can bring legal proceedings in respect of the Products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Products in either the Northern Irish or the English courts.
    • Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Disputes may be submitted for online resolution to the European Commission Online Dispute Resolution Please note that you can used the European Commission Online Dispute Resolution for the time being even though the UK has left the European Union.

Worstead Farms Limited, Holly House, Smallburgh, Norwich NR12 9NB

Telephone number: 01692 536226

Email Address: sales@worsteadestate.com