Terms & Conditions

These Terms & Conditions apply to sales in the United Kingdom only. Enquiries should be directed to our sales order line +44 (0)117 370 6451 or our email address info@denes.com.

1. PAYMENT & PRICE

We accept payment by Visa, MasterCard, Delta, Maestro (formerly Switch) and PayPal. All prices include vat, which is charged at the prevailing rate.

Occasionally, an error may occur and goods may be either incorrectly priced or described in which case we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavours to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid.

2. DELIVERIES

All goods will be delivered by our nominated carriers under our standard service agreementand usually within 3-5 working days (i.e. excluding weekends and public holidays) from despatch of your order. Orders will be processed on the day they are received and the goods will usually be despatched within 2 days. Should there be a problem with stock etc., we will contact you by email or telephone as soon as possible.

3. POSTAGE & PACKING

Postage & packing is free on orders of £50 or more except in the postcode areas listed below, where deliveries may attract a premium. Our charge on orders including food that are less than £50 in value is £6.00. For orders less than £50 including medicines/supplements only, the charge is £4.00.

Deliveries in postcode areas IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE, BT, IM, TR21-25, GY, JE, GG, JE for orders including foods will attract a premium.  Please contact us on our sales order line 0117 370 6451 or at info@denes.com for further information.

4. LOSS OR DAMAGE

If goods are not delivered within 5 working days of despatch please contact us on our sales order line 0117 370 6451 or at info@denes.com. We will investigate immediately and should it be necessary, replace the goods. If goods are delivered damaged, or incomplete, please report this to us immediately as above. We will arrange for replacements to be delivered or a credit issued.

5. Cancellation

Should you wish to cancel your order after the receipt of goods, you must do so within 14 working days of receipt. Subject to the return of the goods, both unopened and undamaged, a refund will be issued. The buyer is responsible for the cost or returning goods.

6. Complaints

Complaints regarding goods delivered or the service provided should be notified to us in writing, within 7 working days of receipt. We will acknowledge your complaint within 3 working days and, after investigation, respond fully in writing as quickly as possible.