Terms and Conditions

Should you have any inquiries, please do not hesitate to contact us. We are committed to assisting you in resolving any issues promptly and amicably. We appreciate your choice in selecting River & Wren.

  1. Ownership & Intellectual Property
  2. Product Availability
  3. Product Descriptions & Pricing
  4. Online Orders & Acceptance Of Your Order
  5. Deliveries & Order Modifications
  6. Subscription Delivery – Additional Terms
  7. Cancellation Of Orders
  8. Returns & Refund Policy
  9. Faulty Goods
  10. Loyalty Scheme
  11. Your Account
  12. Website Updates & Changes
  13. Limitation of Liability, Indemnity, Disputes
  14. Privacy Policy
  15. Cookies
  16. Registered Company Information

1 Ownership and Intellectual Property

1.1 River & Wren Ltd owns and operates the website 'riverandwren.com'.

1.2 All content and intellectual property rights on the website belong to River & Wren or are used with the consent of the rightful owners.

1.3 Reproduction, copying, or distribution of any content from riverandwren.com for commercial purposes is strictly prohibited without our prior written authorisation.

2 Product Availability

2.1 Availability of goods on our website is subject to change, and acceptance of your purchase offer is contingent upon product availability. Acknowledgment of order receipt does not guarantee delivery. Should we be unable to fur-fill your order, we will promptly inform you, offering a refund or alternative product.

3 Product Descriptions & Pricing

3.1 We strive to ensure that all descriptions, ingredients, weights, and visual representations of food products on our website accurately reflect the actual products you will receive. However, please note:

  • Product images are for illustrative purposes and may slightly differ in colour due to various factors.
  • Packaging visuals and descriptions are illustrative; actual packaging may vary.

3.2 Our accountability for errors is not waived by this clause and pertains only to minor variations in products. Refer to Section 10 for faulty or inaccurately described items.

3.3 Prices on our website are specific to products sold through it, displayed in £ sterling, and inclusive of applicable VAT.

3.4 In case of pricing errors on our site, we reserve the right to correct prices and may contact you to amend or cancel your order.

3.5 Delivery charges are separate from product prices and will be detailed during the ordering process for your selection.

4 Online Orders & Order Acceptance

4.1 Upon submitting an order on our website, you will receive an acknowledgement email from us. Please review this email for accuracy and promptly notify us of any discrepancies. Kindly note that receipt of the acknowledgement email does not confirm order acceptance.

4.2 Customers are responsible for ensuring the accuracy of the delivery address provided during checkout, including the first line, town, and postcode. Incorrect information may impact the successful delivery of your order.

5 Deliveries & Order Modifications

5.1 Should you realise a missed item in your order, you may amend it before the designated cut-off time for your delivery date, which would be 12noon the day before delivery.

5.2 Customers are accountable for providing accurate delivery details. It is advisable to verify the information before order processing. Immediate notification of any amendments is crucial. Please contact enquires@riverandwren.com with the order number and the correct delivery address. Once dispatched, delivery address changes are not feasible. Any inaccuracies in the delivery address impose full liability on the customer for all losses, damages, and destroyed parcels.

6 Subscription Deliveries – Additional Terms

6.1 Upon registration for our subscription service, you consent to the weekly, every other week, three weekly or monthly debiting of the specified amount in accordance with your order and the terms outlined by Stripe at the time of enrolment.

6.2 You retain the option to cancel your subscription at any time, provided a minimum of 24 hours' notice before the scheduled delivery date of an order is given.

6.3 In the event of a failed payment, we will attempt to contact you to rectify the situation. Should we be unable to reach you, the order will be canceled, and your subscription suspended until communication is reestablished.

6.4 Persistent payment failures may lead to the discontinuation of your subscription service. River & Wren reserves the right to decline, suspend, or terminate subscriptions for individuals or organisations at its discretion.

6.5 At times, certain products may be withdrawn from sale. If any items purchased through a subscription are affected, we will promptly notify you. You will receive a full refund for any undelivered goods due to their withdrawal. Refunds will be issued within 14 days using the original payment method. We may also suggest alternative products to facilitate your needs.

6.6 Payment for goods and associated delivery fees must be made in advance. For ongoing subscriptions, you will be billed before each delivery in accordance with your specified order under "My Account."

7 Cancellations of Orders

Cancellations must be requested before 12noon the day before the scheduled shipping day. For instance, if an order is due on Tuesday, the deadline for cancellation would be 12noon on Monday. Cancellation requests should be submitted in writing via email to enquires@riverandwren.com.

8 Refund & Return Policy

8.1 Should you encounter any issues with your order or find any items unsatisfactory, please contact us at enquires@riverandwren.com, providing your order number, a description of the goods, any faults, as well as pictures of the product and batch numbers. We are committed to promptly addressing and resolving your concerns.

8.2 It is your responsibility to ensure the goods are handled with care before returning them to us. Proper packaging is essential to prevent damage, ensuring that the items reach us in a resalable condition. Any noticeable damage or deterioration may incur a charge reflecting the decrease in value.

8.3 All payments made, including any postage or carriage fees, will be reimbursed within 30 days, deducting any applicable costs stipulated in this agreement.

9 Faulty Goods

9.1 Should you encounter any issues with the goods purchased, kindly inform us via email or in writing, detailing the problem within 30 days of purchase. Providing a digital photograph of the issue can expedite the process and alleviate the need to return the goods for inspection. We will handle the matter in compliance with your statutory rights.

9.2 If an exchange is required, it will be promptly arranged at no additional cost. Replacement goods will only be dispatched upon receipt and verification of the original goods by us.

9.3 You are responsible for the cost of returning the goods to us. However, upon inspection and confirmation of faultiness, we will refund your reasonable postage expenses up to £3. If the goods are deemed non-faulty, they will be returned to you, with the postage costs to be covered by you.

9.4 Defective goods will be replaced at our discretion, free of charge, within the specified timeframe, provided that any faulty goods have been returned to us upon request.

9.5 In cases where a product is no longer available, we will reach out to propose an alternative solution. Nonetheless, our responsibility is limited to replacing the faulty items and we cannot guarantee an exact match. In such instances, you will have the option to receive a refund.

9.6 Should we replace faulty goods, it is your responsibility to dispose of them if they have not been previously returned to us.

10 Loyalty Scheme

10.1 River & Wren implements an online loyalty program exclusively through our online store at www.riverandwren.com. Please note that rewards are not transferable for in-store use or at any other physical location.

11 Your Account

11.1 It is your responsibility to safeguard the confidentiality of your account password and prevent unauthorised access to your account by securing your computer. Kindly notify us promptly if you suspect any compromise to your account and accept liability for all activities conducted under your account or password.

11.2 Ensuring the accuracy and completeness of your registration details on our website is essential. Failure to update any incorrect information may result in complications with orders and deliveries, for which we cannot be held responsible.

11.3 Access to the website and participation in sales are restricted to individuals aged 18 and above. By utilising the website and creating an account, you confirm that you are of legal age.

12 Website Updates & Modifications

12.1 Our website is provided on an "as is" and "as available" basis. We retain the right to modify, suspend, or terminate our website (or any portion of it) without prior notice. Please be advised that we bear no liability for any unavailability of our site (or any of its sections) at any given time.

13 Limitation of Liability, Indemnity, and Disputes

13.1 By utilising our website, you agree to indemnify and absolve River & Wren Ltd from any liabilities, claims, or expenses arising from the content you submit, post, or transmit, as well as from any misuse of the website by yourself or individuals under your responsibility, or from any breaches of the terms and conditions.

13.2 The terms and conditions governing the relationship between you and Stefs Pet Pantry Ltd., whether contractual or otherwise, are subject to English law for interpretation and enforcement. Disputes between parties shall be settled within the jurisdiction of English courts.

13.3 These Terms of Sale do not seek to diminish or restrict your legal rights as a consumer.

14 Events Beyond Our Control

14.1 In cases where events beyond our control impede the fulfilment of our obligations, we cannot be held liable for any resulting failure or delay. Such circumstances may include, but are not restricted to, power outages, disruptions in internet services, labor strikes, civil disturbances, natural disasters, or acts of terrorism or war. Given the nature of our operations, adverse road conditions and closures may significantly impact delivery services.

14.2 Should any event described in section 14.3 occur and potentially disrupt our ability to fulfil obligations under these Terms of Sale, River & Wren will make every effort to collaborate with customers to find alternative solutions for obtaining goods.

  • We will promptly notify you of any such event and endeavour to minimise any resulting delays.
  • If delays cannot be mitigated, our obligations will be suspended, and relevant timelines will be adjusted accordingly.
  • Once the external circumstances are resolved, we will communicate updated information regarding new delivery dates, times, or product availability as needed.

14.3 Our website may contain links to external sites. Unless explicitly stated, these websites are beyond our direct control. We do not assume responsibility or liability for the content of third-party sites. Inclusion of links to external sites is solely for informational purposes and does not signify our endorsement of the sites or their operators.

15 Privacy Policy: Utilisation of Personal Information (Data Protection)

15.1 River & Wren Ltd places a high value on the privacy of our customers. Any personal information we handle is collected, processed, and maintained in compliance with the directives outlined in EU Regulation 2016/679 General Data Protection Regulation (“GDPR”) and your entitlements under the GDPR.

15.2 We exclusively gather the necessary data for customers to complete orders. This information is furnished by you within the 'My Account' section and remains editable at your discretion. Your title, name, address, email address, and telephone number are mandatory for delivery purposes and order correspondence.

15.3 Payment specifics are gathered and securely stored by STRIPE, our PCI Level 1 compliant payment gateway. River & Wren refrains from recording or retaining any payment details and does not log "Sensitive Authentication Data."

15.4 Subject to your authorisation or where permissible by law, we may employ your personal data for marketing endeavours, encompassing communication by email, post, text, or phone regarding information, updates, and promotions on our products. You will not receive any illicit marketing or unsolicited emails and will always retain the choice to opt-out.

15.5 Customers electing to join our mailing list have their name and email address securely maintained through our mailing list provider, with the ability to unsubscribe at any time.

15.6 Your information will never be disclosed to third parties, barring specific circumstances:

  • With your explicit consent, your phone number or email may be shared with a supplier to address a grievance or inquiry.
  • If mandated by law.
  • In the event of a complete or partial sale, transfer, or merger of our business, any successor or collaborator may handle your personal data in accordance with the terms outlined in this privacy policy.

15.6 You retain the ability to access, modify, or retract your details at your convenience, either through your account with us or by direct written correspondence to equires@riverandwren.com

16 Privacy Policy.

16.1This Privacy Notice may undergo revisions periodically. Such modifications may be necessary due to legal alterations or adjustments in our operations impacting personal data protection. Any revisions will be promptly posted on our website, and by continuing to use our site after these alterations, you are deemed to have accepted the revised terms of the Privacy Policy. Therefore, we recommend regular monitoring of this page to stay informed.

17 Cookies

Our website may utilise specific first-party Cookies on your device to enhance your browsing experience. These Cookies, directly administered by us, are intended solely for our use. They play a role in streamlining your interaction with our website, enhancing our products and services. Moreover, we employ Google Analytics for analytical purposes, which also utilizes Cookies. Website analytics tools, like Google Analytics, enable us to gather and analyze user data, aiding in comprehending user behaviour on our platform. For further information, kindly consult our Cookie Policy.

18 Registered Company Infomation

River & Wren Ltd
Registered Office Address: Parkhill Studio, Walton Road, Wetherby, LS22 5DZ
Company Registration Number 15241561
At River & Wren, we value feedback to enhance our services and offerings. Whether you have suggestions for improvement, wish to address concerns, or simply want to share positive feedback, please reach out to us in writing at equiries@riverandwren.com, and we will promptly respond to you.

Terms & Conditions: River & Wren Ltd Version 1, 2024.

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