1. Terms & Conditions – definitions
The following Terms and Conditions and our Privacy Policy provide information about shopping with Bistre Farm Shop Limited and set out the legal Terms and Conditions on which Bistre Farm Shop Limited sells any of the Products listed on the Bistre Farm Shop Website at: www.bistre.co.uk. Before placing an order with Bistre Farm Shop, You will be asked to acknowledge that You have read, understand and accept these Terms and Conditions, if You do not accept them, We are unable to accept Your order and You should not order from the Bistre Farm Shop Website. The Terms and Conditions are subject to amendment so please check them each time You order from the Website to ensure that You understand the legal terms that will apply to the contract at that time (as governed by English and Welsh law). We recommend that You save a copy of the Terms and Conditions for Your records, the current version of these Terms and Conditions will be available on our Website. The Terms and Conditions are only available in the English language
The following words and phrases are used throughout these Terms and Conditions and they have specific meanings, these are the “Defined Terms” and wherever they occur will be written with a Capital letter.
i. When the words, "We", "Us" or "Our" are used We mean Bistre Farm Shop Limited trading as Bistre Farm Shop via the Website – www.bistre.co.uk When the words "You", "Your" or “Customer” are used We mean the person or business buying “Products” from our “Website”
ii. When We refer to, "Website", We mean www.bistre.co.uk which is the online store provided by Bistre Farm Shop Limited trading as Bistre Farm Shop. When We refer to “Products” We mean the Products that are available to buy from this Website.
2. About Us – General Information
Bistre Farm Shop Limited operate this Website, Bistre Farm Shop Limited is registered in England and Wales - Company registration number: 04725234. Our Registered office address is: Bistre Farm, Well Street, Buckley, Flintshire CH7 2PQ. VAT registration number: 810 6422 67.
Bistre Farm Shop Limited trades as Bistre Farm Shop, 10 Buckley Shopping Centre, Brunswick Road, Buckley, Flintshire CH7 2EF and uses this website: www.bistre.co.uk and the domain names: bistre.co.uk & bistrefarmshop.co.uk
Full contact details can be found on the “Contact Us” page of the Website.
3. Ordering Process
By shopping with Us on our Website, We aim to provide You with the same quality service and Products that We are proud of providing on a daily basis to Our physical shop Customers. Currently, We only deliver locally (approximately a 5 mile radius of Buckley), for full details see the “Delivery Information” page of the Website. You can of course order on this Website and pay for Your order and collect it from Our shop in Buckley, We request that You specify a collection time and date in the “delivery information” box at the checkout.
- You must be over 18 to place an order
- A Minimum order value applies – we are unable to accept orders for delivery that are below £30 (excluding delivery charges.)
- You must provide details of a valid debit or credit card at the time of ordering or other means of payment offered at the point of payment (e.g. PayPal). Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland (see Our payment security policy). All orders must be pre-paid, We cannot accept cash at the point of delivery. You will have the option to call the shop and pay over the telephone if that is Your preferred method of payment.
- If the amount due from You for Your order cannot be debited or charged to the credit or debit card You have provided, for whatever reason, Your order will be cancelled.
- You will be required to provide certain information including your name, phone number, email address and an address for delivery of the Products. To see how we use this information please see our “Privacy Policy”
- You can order as a guest or create an account which will allow You to re-order in future without having to re-enter Your details. Creating an account, will allow You to choose to store Your debit and credit card information for easier and faster checkout, store and edit Your delivery addresses and billing information and see Your previous purchases and order history.
- When creating an account You will be required to create a password that is unique to You, this should not be shared or made available to anyone else in order to avoid unauthorised access to Your account.
- When ordering it is Your responsibility to ensure that all the details that You provide are accurate and up to date, as We will not accept liability for any errors resulting from inaccurate information, e.g. delivery address, delivery instructions or quantities ordered. You will have the opportunity to check Your order for errors before committing to pay for Your order.
- If We suspect suspicious or unauthorised activity on Your account, We reserve the right to suspend or close it, in which case We will contact You to inform You.
4. Products
Our aim is to provide quality produce which includes cuts of Beef, Lamb, Pork, and Poultry and associated Products such as burgers, sausages and oven ready Products. We may also offer other Products such as seasonings, sauces etc.
i. Packaging and presentation of the Products may vary from the images shown on the Website, the images on the Website are for illustrative purposes only.
ii. We take all practical care to ensure that We describe all Products and information on the Website as accurately as possible, however if any content is regarded as inaccurate We do not accept any form of liability rising from this which also includes omissions.
iii. We reserve the right to amend our prices without prior notice, as market prices are subject to change without prior notice as a reflection of market conditions. This will not affect any orders that have been received by Us and You have received confirmation of receipt.
iv. Our Products are sold in the pack sizes and quantities shown on the Website, when ordering please check that You have ordered the correct quantity of the required Products.
v. All our prices are in pounds sterling and are inclusive of VAT at the prevailing rate if applicable to the Product.
vi. Product prices do not include delivery charges. Delivery charges will vary depending on the Products ordered and the location to which the delivery is required. Please see the Delivery Information page of our Website for more details.
vii. The Products are all unit priced. Payment is collected when You place Your order and this is for a Product at a specific price based on a nominal weight. All orders are individually prepared so it can be expected that there will be some small variations either over or under the weight of Product chosen by You and it would not be practical for Us to contact You to request additional payments or arrange refunds. We will therefore ensure that any variation is never more or less than 10% of the specified weight of the Product, so that Products delivered within 10% of the specified weight ordered are deemed as correct and complete.
viii. We do try to ensure that we have sufficient quantities of Products available, however all the Products on the Website are subject to availability. If for some reason a Product is temporarily unavailable, we will contact you by email as soon as possible to inform you and we will:
a) Offer you an alternative item of at least equal value to the original Product,
b) Offer you the opportunity to cancel your order with a full refund.
If we do not receive a response from you by the time that your order needs to be dispatched for delivery, we will assume you are satisfied with the substitute item offered and we will deliver the products to you.
5. Delivery
Currently, We only deliver within an approximate radius of 5 miles of Our Shop in Buckley, all deliveries are made using Our own refrigerated vehicles. Under the current restrictions as a result of the Covid 19 pandemic the deliveries are made on the assumption that there will be someone at the property at the time of delivery to accept the Products and ensure that they are kept refrigerated. Full details of Our delivery service can be found on the Delivery Information page of the Website.
i. We are not able to specify a specific delivery time, but we aim to make deliveries in the morning, normally between 9am and 12 noon.
ii. Delivery is free in the immediate area of Buckley, Mynydd Isa and Drury, all other areas are subject to a delivery fee as displayed at the checkout which includes VAT
iii. When you place an order the delivery charge will be automatically added to Your order based on the post code of Your delivery address, if You receive a message informing You that We do not deliver to Your area and You think that this is incorrect, please email or telephone Us and provide the post code of Your delivery address and We will investigate and confirm whether delivery is possible or not.
iv. The Products will be vacuum-packed and delivered in either cardboard boxes or disposable carrier bags.
v. You are responsible for making suitable arrangements to receive Your delivery, in order to keep the Products as fresh as possible please make sure You or someone instructed by You is able to take delivery of the Products. If it is likely that there will not be anyone in to accept the Products and refrigerate them at the time of delivery, please inform Us by writing instructions in the “delivery instruction” box at the checkout, We will then pass this information on to Our delivery driver. Please note that, if no special instructions are given and no one is able to take delivery of the Products, Our delivery driver will call You and if unable to contact You they will not leave the products, but instead return them to Our shop. You can arrange to collect the Products from Our shop, or if We don’t hear from You after 24 hours We will refund You for the Products but not the delivery charges.
vi. If you do not receive your order within one working day of the delivery date indicated at the time of ordering, please contact us by email or telephone, quoting your order number. We will investigate the matter immediately and re-arrange delivery or offer you an immediate full refund.
6. Promotions
We may, on occasion offer promotional discounts on selected Products or offer promotional discount codes to eligible account holders or new Customers, all such offers and promotional discounts are subject to Product availability.
i. If You have a promotional discount code, please enter it where prompted on the payment page during the order process this will then automatically apply the discount to Your order.
ii. You may only use one promotional discount code per order, they cannot be applied to orders that have already been placed by You or to Products that You have already received.
iii. The misuse of such offers may result in Us cancelling Your order and possible closure of Your account.
iv. We reserve the right to cancel any "promotional" orders that have a time specific delivery date if You are unable to accept the goods during the specified delivery time (e.g. Our Christmas meat packs when discounted for early delivery). If, in the event of cancellation by Us because You were unable to accept delivery, then We will refund any payment received, but We reserve the right to retain any delivery charges if We attempted to make the delivery.
v. We may offer certain products at discounted prices subject to delivery on, or between specific dates, the details of which will be displayed in the product information. If orders are placed and delivery requested outside of the specified delivery dates, We will email you to inform You that delivery will be changed to the dates specified or provide the option for You to request a full refund. This is most likely to apply to seasonal offers.
7. Returns & Refunds
If for any reason You are dissatisfied with the quality of the Products received, please contact us within 24 hours of receipt either by telephoning 01244 547835 or emailing: info@bistrefarmshop.co.uk (Full details on the Contact Us page).
i. Your complaint will be investigated by one of Our management team and they will aim to resolve the matter within 6 working days.
ii. Due to the perishable nature of the Products that We sell, We are not able to accept returned Products or claims for Products that have been ordered in error. Your statutory rights are not affected.
iii. All refunds or replacement Products will be arranged entirely at Our discretion.
8. Cancellation
We aim to process Your order as quickly as possible once it has been received, so there is a very limited time in which it can be cancelled or amended. If for some reason You do need to cancel or amend Your order please contact Us as soon as possible after ordering it and We will endeavour to help. However once Your order has been sent out for delivery regrettably We cannot cancel or make amendments.
9. Force Majeure
We shall not be liable for any delay of failure to carry out any of Our obligations in fulfilling the contract between Us and You, if the delay or failure is as of a result of events or circumstances outside of Our reasonable control. Such events include, but are not limited to, acts of God, accidents, war, fire, strikes, failures in communication, telephone and computer systems, breakdown of plant and machinery, shortage or delays in supply of raw materials.
10. Copyright
All Website content is the copyright of Bistre Farm Shop Limited and We reserve all rights to it, You may not copy or use any part of this for commercial use without the written authorisation of the directors of Bistre Farm Shop Limited.
i. You may copy and share it for non-commercial use, for example with friends and family and on your social media.
ii. Any links from Our Website to third party websites are provided in good faith and for information, We do not take any responsibility for the content of any such third party websites.
iii. If we choose to sell Products of other third parties, e.g. sauces, seasonings etc. We acknowledge their branding and rights.
11. Payment Security policy
Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland.
Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.
Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.
Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.
So when buying through our site, you can be sure that you are completely protected.
12. Data Protection
Bistre Farm Shop Limited takes Your privacy very seriously and We are committed to maintaining the trust of Our Customers, Staff and Suppliers. We take all reasonable precautions to ensure that Your details are held securely. Please take the time to read Our Privacy Policy for full information on how We collect, store and handle Your personal data .
