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General Terms and Conditions of Sale to Trade Customers
1. Contact Details and Account Information
a. It is the full responsibility of the customer (herein referred to as ‘you’) to provide the supplier (herein referred to as ‘we/us’) with full and accurate contact details including but not limited to Company Name, Delivery Address, Contact Name and Contact Numbers.
b. If for any reason we are provided incorrect details, or not updated of any pertinent details, and as a result issues arise such as an order being dispatched to the wrong address, you will be deemed at fault and will bear the full cost of the order and any replacements requested, unless we state otherwise at our discretion.
2. Placing Orders
a. Please note: all orders are subject to stock availability.
b. Orders can be placed via email using our order form. Please note that our order form changes seasonally to include certain flavours, these additions will be highlighted in green.
c. We aim to review our pricing every 12 months, so all pricing is subject to change.
d. So long as an order is placed by 5pm Friday and providing we have the stock required available, then your order will be dispatched on the following Monday, Tuesday or Wednesday. Please note our standard dispatch day is always Monday unless otherwise requested.
e. Orders placed after the 5pm Friday cut-off may be dispatched the following week, but this depends on staff and stock availability and is never guaranteed.
f. During busy seasons, Tyne Chease Ltd, may have to delay dispatch on certain orders. This will be mentioned when orders are placed.
g. Should you have an overdue payment for an invoice on your account, you will be unable to place orders until the overdue balance has been paid.
3. Invoicing and Payment Terms
a. Invoices will generally be issued on the Friday after you place the order, but this may increase slightly during busy periods.
b. Once an order has been placed, we will reply with confirmation of acceptance as soon as possible (usually within 2 working days), along with the estimated dispatch date. Confirmation of dispatch date will be provided in the ‘reference’ section of the invoice.
c. Payment is required for all orders in advance unless you have been offered a credit account with us. Credit accounts will have 30-day payment terms as standard and will only be available for customers who have placed and paid for a minimum of 3 orders.
d. Should you become overdue while holding a credit account with us, we will send an email reminder, informing you of the overdue status. Should you reply and make payment following this reminder, your account will remain on 30-day payment terms.
e. 30-day payment terms may be revoked if any of the following instances occur:
i. You have more than 1 overdue invoice on your account
ii. You have an overdue invoice on your account that is 14 days or more overdue.
iii. You have not replied/acknowledged the initial reminder email and the invoice remains overdue.
f. We will issue 3 reminder emails to the email address listed on your account (please ensure we have up to date details) via our invoicing software. If, in the instance of a 3rd reminder email being sent, we receive no response or payment within 2 working days of the 3rd reminder email, we may forward your debt to a debt collection agency which will incur extra charges.
g. 30-day payment terms may be re-instated once all overdue balances are cleared, but this is at our sole discretion and is not guaranteed.
h. Should you lose 30-day payment terms on your account, payment of the invoice will need to be made before the order is dispatched.
i. When making payments, please ensure you double check all bank and payment details. Should a mistake be made, and moneys are sent to the wrong place, you will still be liable to make payment of any and all outstanding balances by their respective due dates.
j. Should you, for any reason, be unable to make full payment in the allotted time, please get in touch and if possible, we will try to assist.
4. Delivery
a. We use DPD to deliver all of our parcels in the UK and Europe. UK deliveries are a Next Day delivery service, though as with most couriers, there may be unexpected delays with their service.
b. International and offshore delivery costs will be calculated on a case by case basis, please contact us for further information regarding our current prices.
c. All delivery costs shown on our order forms will be exclusive of VAT (VAT breakdown is provided on each invoice).
d. Tyne Chease Ltd will aim to dispatch orders for each week on Monday. However, in some cases, due to high volume, orders may be dispatched on Tuesday or Wednesday. If you require a dispatch day other than Monday, please let us know when ordering and we will confirm if possible.
e. Your order will be packed with icepacks to ensure the best product quality on delivery. If your order is delayed, the products in your order will be fine, but please get in touch via email on the day of the original expected delivery.
5. Damages, Returns, Refund and Credits
a. Though we are as vigilant as possible when packing our orders and dispatching orders, there may be cases where our wooden boxes are damaged upon delivery. In this instance, please let us know by email, stating any batch numbers and best before dates shown, and we will dispatch new boxes as soon as possible. In the event that you receive an order and there are damages to glass jars, please contact us and we will either provide a credit or replacement for these items.
b. If a customer buys directly from your establishment and finds an issue with our product, it is at your discretion whether to refund or replace the product. We will only credit your account if there is a quality issue as determined by ourselves. Credit will not be given if a customer simply does not like the product after trying it for the first time.
c. If you require credit for refunds you have given, please contact us at the earliest convenience and we will issue a credit note if the above terms are met.
d. Credit notes will be applied to either (a) the outstanding invoice that is due soonest, or (b) in the event that you have no outstanding invoices on your account, the next invoice that is issued on your account.
6. Agreement
a. By ordering with us, you are agreeing to the Terms and Conditions as stated in this document.
b. We reserve the right to change these Terms and Conditions at any time, whereby, current customers will be notified by email, and an updated copy will be provided.
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