Terms of service
Please read these terms carefully as they set out your rights and liabilities under law. By placing any order, you agree to be bound by these terms. These terms and conditions of sale (together with our Privacy Notice & Cookies Policy) apply to all orders you place and any purchase you make on this website.
These terms are intended to apply to sales to consumers. If you are acting in a business capacity, please contact us at info@candoverbrook.co.uk to discuss your requirements.
1. Who we are
1.1 We are Candover Valley Wines, a partnership company
1.2 Our address is at Preston Farm Estate Office, Preston House, Preston Candover, Hampshire, RG25 2DS
1.3 This website www.candoverbrook.co.uk is owned and operated by us, however our online store is hosted on Shopify Inc. by using our online store, you agree to be bound by these terms.
1.4 You can find everything you need to know about us, and our products on our website or from our sales staff before you order. We also confirm the key information to you in writing after you order by email.
2. We only accept orders when we’ve checked them
2.1 When you submit an order to us, this does not mean we have accepted your order. We contact you to confirm we’ve received your order and then we contact you again to confirm we have accepted it.
2.2 These terms will become binding on you and us when we have contacted you to confirm we have accepted your order. We charge you when we accept your order.
3. Your use of our store
3.1 We reserve the right to refuse to sell products to anyone for any reason at any time.
3.2 When placing an order you understand that any information you give us (not including credit card information), may be transferred unencrypted and involve:
3.2.1 transmissions over various networks; and
3.2.2 changes to confirm and adapt to technical requirements of connecting networks or devices
3.3 Credit card information is always encrypted during transfer over networks.
3.4 You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of this website or our service, use of our website or our service, or access to this website, our products or our service without express written permission by us.
3.5 You must not transmit or seek to introduce to our website any malicious software, viruses, worms, or any code of a destructive nature which may affect our website or store.
3.6 We shall not be liable to you or to any third-party for any modification, price change, suspension, or discontinuance of our online store.
4. Age Restriction
4.1 By placing an order, you confirm that you are at least 18 years old. We can only deliver wines and other alcohol purchased from us to persons over 18 years old.
4.2 Upon delivery, you may be required to sign for your order to confirm your age. Even if you look over 18, you should expect to be asked for some proof of age at the point of delivery.
4.3 Deliveries to your address are fulfilled by a third-party courier. If, upon delivery, there is no one at the delivery address to receive your order, or if the third-party courier reasonably suspects the signee is under 18 years old, we will not be able to leave the products.
5. Sometimes we reject orders
5.1 Sometimes we reject orders, for example because:
5.1.1 a product is unexpectedly out of stock;
5.1.2 a credit reference we have obtained is unsatisfactory;
5.1.3 we can’t verify your age;
5.1.4 you are located outside our delivery areas [as stated on our website; or
5.1.5 the product was mispriced by us.
When this happens, we let you know as soon as possible and refund any sums you have paid.
6. Prices
6.1 All quoted product prices are inclusive of UK VAT. Although we try to ensure that all pricing, case and unit size information on this website is accurate, occasionally an error may occur and products may be priced incorrectly.
6.2 If we discover a pricing, case or unit error we will, at our discretion, either:
6.2.1 contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or
6.2.2 cancel your order and notify you.
We are not obliged to supply products at the incorrect price, case or unit size.
6.3 Our prices exclude delivery charges and you will be informed at check out about the delivery options and charges for your order (see ‘11. Delivery’).
6.4 Promotional offers and prices are as stated, with no further discounts available unless we indicate otherwise. We reserve the right to adjust prices, offers, products and their specifications at our discretion at any time before we accept your order.
7 Products can vary slightly from their picture
A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be different.
8. You have a legal right to change your mind
8.1 For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
8.2 When you can’t change your mind. You can’t change your mind about an order for:
8.2.1 sealed products – once these have been unsealed after you receive them; and
8.2.2 goods that are made to your specifications or are clearly personalised.
8.3 The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.
8.4 How to let us know. To let us know you want to change your mind, contact our Customer Service team: info@candoverbrook.co.uk
8.5 You have to return the product at your own cost. You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost unless we offered free returns when you bought the product.
8.6 You can send the product back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, please contact our Customer Service team: info@candoverbrook.co.uk
8.7 We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
8.8 We reduce your refund if you have used or damaged a product. In some cases, because of the way you have treated the product, no refund may be due. For example, if you have opened a sealed product, we are not obliged to offer you a refund. Our Customer Service team: info@candoverbrook.co.uk can advise you on whether we’re likely to reduce or refuse your refund.
8.9 When and how we refund you. If you tell us you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
9. You have rights if there is something wrong with your product
9.1 If you think there is something wrong with your product, you must contact our Customer Service team: info@candoverbrook.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods are faulty and can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
Protections may continue beyond this period, depending on the nature of the products purchased.
10. We can change products
10.1 We can always change a product:
10.1.1 to reflect changes in relevant laws and regulatory requirements for example to make changes to bottle size, alcohol content, or ingredients; and
10.1.2 to make minor technical or aesthetic adjustments and improvements.
11. Delivery
11.1 Your order will be delivered to the delivery address notified to us by you at the time of placing your order. We are not liable whatsoever for any products delivered to an address which has not been correctly provided by you. You may receive communications from our third-party courier during the delivery process.
11.2 Please note that delivery to a neighbour or nominated safe place location may not be available for age restricted items.
11.3 If, after a failed delivery, you do not re-arrange delivery or collect the products from the location notified to you, we will contact you for further instructions and may charge you for any further delivery costs.
11.4 If, despite our reasonable efforts we are unable to contact you or re-arrange delivery or collection we may end the contract and we will refund you the money you have already paid for the order. We are entitled to deduct from the refund a reasonable sum to cover our costs incurred as a result.
11.5 If, despite our reasonable efforts we are unable to contact you or re-arrange delivery or collection we may end the contract and we will refund you the money you have already paid for the order. We are entitled to deduct from the refund a reasonable sum to cover our costs incurred as a result.
12. We can end our contract with you
12.1 We can end our contract with you for a product and claim any compensation due to us if:
12.1.1 you don’t make any payment to us when it’s due;
12.1.2 you don’t, within a reasonable time of either us or our third-party courier asking for it, provide either us or our third-party courier with information, cooperation or access that we or they need to provide the product, for example, proof of age or a correct delivery address;
12.1.3 you don’t, within a reasonable time, either allow us or our third-party courier to deliver the product to you, or collect it from us.
13. We don’t compensate you for all losses caused by us or our products
13.1 We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
13.1.1 Unforeseeable. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it.
13.1.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the section 14
13.1.3 Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
13.1.4 A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
13.2 We do not exclude or limit in any way our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation or for any other liability it is unlawful to exclude or limit.
13.3 Given the nature of the products please do remember that their maturation is a variable process and some products may no longer be at their peak at their time of consumption.
14. We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice.
15. We’re not responsible for delays outside our control
15.1 If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay.
15.2 As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: info@candoverbrook.co.uk to end the contract and receive a refund for any products you have paid for, but not received.
16. Other important terms apply to our contract
16.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact our Customer Service team: info@candoverbrook.co.uk.
16.2 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
16.3 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
16.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
16.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.