Our Terms

1. These terms
   1. What these terms cover. These are the terms and conditions on which we supply products to you.
   2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.
2. Information about us and how to contact us
   1. Who we are. We are Vegetarian Express Ltd a company registered in England and Wales. Our company registration number is 02793607 and our registered office is at 7a Odhams Trading Estate, St. Albans Road, Watford, Herts, United Kingdom, WD24 7RY. Our registered VAT number is GB251406338.
   2. How to contact us. You can contact us by telephoning our customer service team on 01923 249714 or by writing to us at shop@vegexp.co.uk or Vegetarian Express Ltd, Unit 7a Odhams Trading Estate, St Albans Road, Watford, Hertfordshire, WD24 7RY.
   3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
   4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. Our contract with you
   1. How to make an order. You can submit your order via our website at www.vegex.co.uk
   2. How we will accept your order. Our acceptance of your order will take place when we call or email you to accept it, at which point a contract will come into existence between you and us.
   3. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
   4. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
   5. We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
4. Our products
   1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products and the products may be presented differently. Your product may vary slightly from those images.
   2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
5. Your rights to make changes
   1. If you wish to make a change to the goods you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8, Your rights to end the contract).
6. Our rights to make changes
   1. More significant changes to the products and these terms. In addition, as told to you over the telephone or as detailed on our website or told to you in the course of email exchanges, we may make changes to these terms or the goods, but if we do so we will notify you before these come into effect.
7. Providing the products
   1. Delivery costs. The costs of delivery (if any) will be as told to you over the telephone or on our website or told to you in the course of email exchanges.
   2. When we will provide the goods. We will deliver them to you as soon as reasonably possible and on acceptance your order we will agree an estimated delivery date with you.
   3. We are not responsible for delays outside our control. If our supply of the goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received.
   4. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave these in your nominated safe place.
   5. Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if we have refused to deliver the goods. For the avoidance of doubt, this does not include a situation where we have notified you in advance that we are unable to meet the stated delivery date due to circumstances beyond our control.
   6. Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 7.5, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them, or allow us to collect them from you. We will pay the costs of collection. Please call customer services on 01923 249714 or email us at shop@vegexp.co.uk to arrange collection.
   7. When you become responsible for the goods. The goods will be your responsibility from the time we deliver the product to the address you gave us.
   8. When you own goods. You own the goods once we have received payment in full.
   9. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been told to you over the telephone or on our website or told to you in the course of email exchanges. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
   10. Reasons we may suspend the supply of goods to you. We may have to suspend the supply of goods to:
       • (a) deal with logistical, supply chain or technical problems or make minor product changes;
       • (b) update the goods to reflect changes in relevant laws and regulatory requirements;
       • (c) make changes to the goods as requested by you or notified by us to you (see clause 6).
   11. Your rights if we suspend or are unable to supply the goods. We will contact you in advance to tell you we will be suspending supply of goods, unless the problem is urgent or an emergency. If we are unable to supply the product you ordered, we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we are unable to supply it and tell you we are going to suspend it, and we will refund any sums you have paid in advance for the product.
   12. We may also suspend supply of the goods if you do not pay. If you do not pay us for the goods when you are supposed to (see clause 12.4) and you still do not make payment within 10 days of us reminding you that payment is due, we will not deliver the goods to you. We will contact you to tell you that we will not make the delivery.
8. Your rights to end the contract, subject always to clause 9.2
   1. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
      • (a) If what you have bought is defective or misdescribed you may have a legal right to end the contract (or to get some or all of your money back), see clause 11;
      • (b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
      • (c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
      • (d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.
   2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any goods which have not been provided and you may also be entitled to compensation. The reasons are:
      • (a) we have told you about an upcoming change to these terms which you do not agree to (see clause 6.1);
      • (b) we have told you about an error in the price or description of the goods you have ordered and you do not wish to proceed;
      • (c) there is a risk that supply of the goods may be significantly delayed because of events outside our control;
      • (d) we have suspended supply of the goods for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one week; or
      • (e) you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.5).
   3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought over the telephone or by exchange of emails you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
   4. When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
      • (a) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
      • (b) perishable goods including but not limited to frozen and chilled items;
      • (c) sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and
      • (d) any products which become mixed inseparably with other items after their delivery.
   5. How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods.
   6. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the goods are delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for goods not provided.
9. How to end the contract with us (including if you have changed your mind)
   1. Tell us you want to end the contract. To end the contract with us, please let us know by calling our customer services on 01923 249714 or emailing us at shop@vegexp.co.uk. Please provide details of what you bought, when you ordered or received it and your name and address.
   2. Return of perishable food. Unless of poor quality, damaged or defective, it is not possible to return goods which are liable to deteriorate or expire rapidly including frozen, chilled or perishable food or drink. We may refund the above-mentioned goods upon satisfactory evidence of poor quality, damage or defectiveness.
   3. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must allow us to collect them from you. Please call customer services on 01923 249714 or email us at shop@vegexp.co.uk to arrange collection.
   4. When we will pay the costs of return. We will pay the costs of return:
      • (a) if the products are defective or misdescribed;
      • (b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
      • (c) if you are exercising your right to change your mind.
        
        

        In all other circumstances you must pay the costs of return.

   5. How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
   6. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
      • (a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
      • (b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
   7. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
      • (a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.8.
      • (b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
10. Our rights to end the contract
    1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
       • (a) you do not make any payment to us when it is due and you still do not make payment within 10 days of us reminding you that payment is due;
       • (b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, your address; or
       • (c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
    2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
    3. We may withdraw products or discontinue delivery of products. We may write to you to let you know that we are going to stop supplying the goods. We will let you know at least 2 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
11. If there is a problem with the product
    1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 01923 249714 or write to us at shop@vegexp.co.uk or Vegetarian Express Ltd, Unit 7a Odhams Trading Estate, St Albans Road, Watford, Hertfordshire, WD24 7RY.
    2. Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

       Summary of your key legal rights This is a summary of your key legal rights. If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: up to 30 days: if your goods are defective, then you can get an immediate refund. up to six months: if your goods can't be replaced, then you're entitled to a full refund, in most cases. up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. See also clause 8.3.

    3. Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must allow us to collect them from you. We will pay the costs of collection. Please call customer services on 01923 249714 or email or write to us at shop@vegexp.co.uk or Vegetarian Express Ltd, Unit 7a Odhams Trading Estate, St Albans Road, Watford, Hertfordshire, WD24 7RY arrange collection.
12. Price and payment
    1. Where to find the price for the product. The price of the product (which includes VAT as applicable) will be the price as told to you over the telephone or on our website or told to you in the course of email exchanges. We take all reasonable care to ensure to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
    2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    3. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    4. When you must pay and how you must pay. We accept payment by credit or debit card. When you must pay depends on what product you are buying. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
    5. We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of Barclays Bank PLC from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
    6. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
13. Our responsibility for loss or damage suffered by you
    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.2.
    3. We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14. How we may use your personal information
    1. How we may use your personal information. We will only use your personal information as set out in our Privacy Policy. You can find our Privacy Policy on our website.
15. Other important terms
    1. Although we take all reasonable care to ensure that recipe and additional nutritional information appearing on the Website are correct the information appearing on this Website at any time may not reflect the exact position at the moment you place an order. Customers are advised to check product packaging for nutritional information and allergen warnings before consumption, as product information is subject to change after publication of the recipe.
    2. You should always read the product label to ensure you are following the most up-to-date information. This is especially important if you have an allergy or intolerance. Allergen information can be found highlighted in the ingredients list on the back of pack.
    3. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end the contract within 4 weeks of us telling you about it and we will refund you any payments you have made in advance for products not provided.
    4. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    5. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    6. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    7. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    8. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.