Complaints Process/Refund Policy
These refund policy apply to the use of www.mallowtree.co.uk operated by RJF Farhi Limited and the selling of products to you subject to the conditions set out below.
By using www.mallowtree.co.uk, you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you should not use or access this website.
If you have any questions relating to these terms and conditions please contact our customer services team before you place an order at email@example.com
100% satisfaction guarantee
Our primary goal is to have happy and satisfied customers and we are committed to provide you with an excellent service. If you've sent or received a Mallow Tree product, whether you were delighted or not entirely satisfied, we'd like to hear your comments in order to improve our services and products. If you contact customer services we will do all we can to try solve any issues as soon as possible. All queries will receive an initial response within 48 hours.
Offers we make are available independently of one another and are not to be used in conjunction with any other offer unless specifically stated otherwise.
The contract between us
Payment must be received in full for the whole of the price of your order including taxes and delivery charges before we can accept your order. Once we receive payment we will confirm that your order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your order legally us binds to a contract between us.
For trade or corporate customers with orders of over £500 (excluding VAT), we may, at our discretion, allow payment after receiving an invoice from us. This is subject to satisfactory credit references and our standard Trade Customer Terms and Conditions a copy of which can be obtained by emailing firstname.lastname@example.org.
The prices payable for products that you order are as set out in our website.
You will be required to pay extra for delivery and it might not be possible for us to deliver to some locations. Our delivery charges are set out during the order process and our delivery policy can be viewed here
All our prices include VAT at the currently applicable rate.
Unless you are an approved Trade Account Customer you are not permitted to sell and must not offer for sale or re-sell any of our products.
Right for you to cancel your contract
In accordance with our 100% Satisfaction Guarantee you may cancel your order with us for the products you order at any time up to the end of the eighth day from the date you receive the ordered products. You do not need to give us any reason for cancelling your order nor will you have to pay any penalty. This right of cancellation shall not apply to trade, business or corporate customers who must have a lawful reason for cancellation in accordance with our Trade Customer Terms and Conditions
Once you have notified us that you are cancelling your order, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order.
Cancellation by us
We reserve the right to cancel the contract between us if:
we have insufficient stock to deliver the products you have ordered. If this is the case, we will contact you to advise of an availability date or to offer you a substitute product; if we do not deliver to your area; or one or more of the products you ordered was listed at an incorrect price due to a typographical error.
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
Delivery of products to you
We will deliver the products ordered by you to the address you give us for delivery at the time you make your order. It is, however, your responsibility to provide us with accurate delivery address details. We will not check or verify addresses and messages supplied by you.
You will become the owner of the products you have ordered when they have been delivered to you. Once products have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
Under the 2003 Licensing Act it is an offence to purchase or attempt to purchase alcoholic liquor if you are under the age of 18.We will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order for alcohol you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this.
If the products we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, or if you do not receive the products ordered, we shall have no liability to you other than as set out below.
If you notify a problem to us under this clause, our only obligation will be:
to make good any shortage or non-delivery;
to supply and deliver substitute products if your original choice cannot be delivered for any reason;
- to replace any products that are damaged or defective;
- or to refund to you the amount paid by you for the products in question in whatever way we choose.
Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the products in question under clause 11.2.4 above.
Mallow Tree, any other party (whether or not involved in creating, producing, maintaining or delivering this website), and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with this website in any way or in connection with the use, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this website or your downloading of any material from this website or any websites linked to this website.
You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase products from our site. The importation or exportation of certain products to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the products you purchase.
Notwithstanding the foregoing, nothing in these Terms and Conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
The content of this website is protected by copyright, trademarks, database right and other intellectual property rights. You may not reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on this website without written permission from a director of RJF Farhi Limited.
Your use of this website
You may not use this website for any of the following purposes:
- disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene or otherwise objectionable material or otherwise breaching any laws;
- transmitting material that encourages conduct that constitutes a criminal offence, or otherwise breaches any applicable laws, regulations or codes of practice;
- interfering with any other person's use or enjoyment of the website; or making, transmitting or storing electronic copies of materials protected by copyright or other intellectual property right without the proper permission.
You will be responsible for our losses and costs resulting from your breach of this clause 12.
Our right to suspend or cancel your registration
We may suspend or cancel your registration immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions.
The suspension or cancellation of your registration and your right to use this website shall not affect either party's statutory rights or liabilities.
Unless otherwise expressly stated in these Terms and Conditions, all notices from you to us must be in writing and sent to our contact address at Mallow Tree, Unit G, Colindale Business Park, London, NW9 0HN. All notices from us to you will be displayed on our website from time to time.
Events beyond our control
We shall have no liability to you for any failure to deliver products you have ordered or any delay in doing so or for any damage or defect to products delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation to, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
If any part of these Terms and Conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
Third party rights
Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.