Online shopping terms and conditions
The following terms and conditions apply to purchases made through our online store.
Please note that delivery times (in particular for courier services) are indicative only and are not guaranteed, as they are outside our control.
Cancellation may be effected prior to the postage of the order by telephoning the store on +44 (0)20 3870 1250 – be sure to have your order reference to hand to enable us to process the cancellation and refund speedily. If shipment has been booked but the item not yet dispatched then whilst we will do our very best to cancel and obtain a refund of any shipping costs incurred, this may not always be possible, and we may therefore retain from any refund issued an amount necessary to cover abortive postage charges incurred. We want you to be completely satisfied with your purchases – if there has been any damage to any items whilst in transit then please inform us within 24 hours of receipt and we will rectify the situation. Likewise if there are any excess items in, or items missing from, your order then please contact us within 24 hours of receipt to enable us to rectify the position as quickly as possible.
For non-defective food items, for health and hygiene reasons, we are unable to accept returns. Non-food items, where not defective, may be returned within 14 days of receipt, provided that they are in their original packaging (if any) and in their original condition, and a refund will be issued upon receipt.
We generally have one or more special offers running at any one time, and these may include discount codes. Each of these will have separate conditions, which may involve a minimum purchase, the requirement to create an account with us, or use within a specific time period. If you are trying to use a code which you think you should be able to use but aren’t having any luck, then drop us an email at +44 (0)20 3870 1250 and we’ll see what we can do to help.
Any queries whatsoever relating to any online orders may be raised by telephone on 01904 675 100 or through the contact form on this page. Your statutory rights are unaffected.
Our delivery costs are based on the weight of the items being shipped—on the checkout page you can enter your postcode to get an estimate of the shipping costs. Deliveries are via a number of different methods, including Royal Mail and a selection of courier services of differing levels of speed—not all methods may be available for all orders, depending on size and destination. Certain items come with free shipping. If they are the only item in the cart then the shipping cost will show as being free. If there are other items in the cart then the weight of the free items will be ignored in calculating the cost of shipping of the overall order (so if you have a hamper and a jar of chutney in your cart, you’d pay the same for shipping as you would if you were just buying the jar of chutney). Orders received before 11.00 am on a weekday will be processed the same day – those for delivery by courier will be dispatched the same day, where possible, and those for delivery by Royal Mail will be dispatched the following business day. Orders received after 11.00 am on a weekday, or at weekends, will be processed the following business day and dispatched accordingly. We do strive to process and ship faster than these standards, but faster dispatch cannot be guaranteed. If your order is urgent, or required for a particular deadline, then we would ask that you call us before placing the order to ensure that the delivery service you’ve selected is one which will meet your requirements. The price you pay for delivery is a fixed amount which is inclusive of VAT to the extent that it is payable thereon. Where necessary we will apportion the shipping charge into a VATable element and a non-VATable element, but this is primarily for our VAT purposes—an invoice will be enclosed with your shipment showing this breakdown, but if you have any questions you should not hesitate to email@example.com.
Other than if you sign up to our mailing list, or if you purchase goods from us or create an account with us to facilitate shopping on our website, we collect no personal, identifiable information about you during your visit. Cookies may be set by our visitor analytics software (Google Analytics), but they are done so on an anonymous basis. If you choose to sign up to your mailing list then you are asked to provide an email address – otherwise we won’t be able to send you any emails, and we wouldn’t be able to address you properly. If you create an account with us we collect certain personal information, such as your name and email address, as well as giving you the opportunity to let us have your date of birth, and to create an address book of useful entries. We only maintain these details in order to make your life easier when shopping with us, and to to fulfil our obligation to deliver the goods you buy from us. All those details are kept safe through the use of 128bit encryption. We are not aware of, nor do we store your financial details (such as debit or credit card information) at any stage during the transaction process, nor do we, or will we ever, share any of our customers’ details with any third parties. We hate spam, or unsolicited emails, as much as you do. We only send emails to people who have signed up to receive them, and only when we think we have information which will be of interest to the recipient. Every newsletter email we send out has an unsubscribe link, or alternatively you can email us at any time at firstname.lastname@example.org with the word “unsubscribe” in the subject line, from the email address that is subscribed to our mailing list, and we will remove you as quickly as possible. Links to third party websites We provide certain links to third party websites (such as Facebook, Twitter and Google Maps) as a service to visitors to enable them to share their browsing experiences with others more easily. We also provide links, where possible, to our producers’ pages so that visitors may find out more about our suppliers. We are not responsible for the content of such sites, nor their policies on information collection, and they may have privacy policies which differ from our own.
We take the security of our customer’s data very securely. The customer account and checkout areas of the site are encrypted with the latest SSL technology, and communication between our site and our payment gateway is also encrypted. At no time do we see or store your card details, whether you pay via credit or debit card, through Stripe.
We are responsible for the website transaction.
The Sense Products logo is a trade mark and all rights are reserved in respect of its usage. Other trade marks, where used, remain the property of their respective proprietors and are used only to illustrate the company or the products of the organisation concerned. Whilst we have no reason to believe that any trademark proprietor would have any issue with our usage on that basis, any trade mark proprietor may email email@example.com with any concerns they may have at any time.
“Sense Products” is the trading name of SENSE PRODUCTS LIMITED, a limited liability partnership registered in England and Wales under company number 08196617 whose registered office is at Smb/jre, 8-9 Frith Street, London, W1D 3JB