Terms & Conditions

Terms & Conditions

When you place an order with Cinderhill Farm (Trading name of The Pie House at Cinderhill Farm Ltd), you will be deemed to have read, understood and have agreed to these Terms and Conditions. If you are unhappy with any aspect of these, please  contact one of our team at admin@cinderhillfarm.com or by ringing 01594 530580 before placing an order with us.

These Terms and Conditions – and your use of our web site – are governed by English law, and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.

This website and our Terms and Conditions have been designed for use within the United Kingdom, under UK law. Whilst we are happy to consider requests for products and welcome enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.

A contract between you – the customer – and us at Cinderhill Farm for the sale of our products will only exist once an order has been accepted, at which point the buyer’s credit/debit card will be charged for the value of the goods to be dispatched. This does not affect the customer’s statutory rights. Prices and availability of goods is subject to change without notice.

Further advice, should you need it, or information on matters such as ingredients, allergens, prices, trade or bulk purchase etc, or if you or have any other queries, can be addressed to us at the address on our ‘Find Us’ page, or by calling +44 (0)1594 530580, or admin@cinderhillfarm.com.

Your right to cancel

Due to the perishable nature of most of our products, Cinderhill Farm will only accept any cancelled orders prior to the goods being dispatched from our Farm. If you would like to discuss a cancellation, please contact us directly via admin@cinderhillfarm.com or by ringing us on 01594 530580. So, If you have recently placed an order with us and wish to cancel it, please email us at admin@cinderhillfarm.com quoting any reference number, the date the order was placed, your name, contact number and email address. You will receive written confirmation of the cancellation of your order within 24 hours, excluding weekends and Bank Holidays when you will receive confirmation on the following working day.

Our returns and refund policy

If for any reason you are not happy with your Cinderhill Farm products, or the service we have provided, we require you to return the purchased items and then we will offer you a full refund. Your feedback is important to us – to help prevent us from making the same mistake again.  Please provide proof of packaging return costs along with details of the complaint.  Any returns and refund will be sent within 48 hours of the matter being settled. How to contact us is detailed on our ‘Find Us’ page.

Payments

We accept online payment in a secure environment provided through WorldPay by credit or debit card, and by Paypal. We currently accept Visa, Mastercard, Delta, Switch/Maestro & Solo. All transactions are shown in £ sterling. All prices quoted on this website are accurate at the time of publication and are quoted in pounds sterling (£), and where appropriate are inclusive of UK sales tax (VAT) at the current rate. The current rate of VAT – where payable – is 20%.

Deliveries

We have four despatch days a week:  Monday, Tuesday, Wednesday and Thursday (excluding bank holidays).

Owing to the nature of our products (handmade to order, perishable, and requiring refrigeration for food safety reasons), and the delivery services available, we are unable to despatch goods on a Friday.  You will be advised of your tracking reference, so that you (and we) are able to follow the parcel to its destination.

Orders received up to 14.00 on a Monday will be despatched no later than 3pm on  Wednesday. .

Orders received up to  14.00 on a Tuesday will be despatched no later than 3pm on Thursday..

Orders received after 14.00 on a Tuesday and before 14.00 on a Saturday will be despatched no later than 3pm on a Monday.  .

Orders received after 14.00 on a Saturday, up to 14.00 on a Sunday will be despatched no later than 3pm on Tuesday.

Our ability to make, make and deliver perishable goods may be effected by bank holidays.

We deliver using the (currently) 1+day services from UPS or APC, and on occasions we use Royal Mail for some of the smaller items. All of our perishable products are sent to you made freshly to order, and are securely packed for despatch for safe delivery. Except for those parcels going to more remote destinations which may take a little longer, and where matters beyond our control affect delivery such as – but not limited to – COVID, weather issues, strikes, vehicle breakdown, most parcels should arrive within 36 hours of despatch.   If in doubt please speak to our team on 01594 530580.

We are unable to guarantee delivery for any particular time or day. It is therefore essential that, when placing your order, you provide instructions for the courier company should you happen to be out when your goods are delivered. This could be an alternative house number, or in a safe place on your property such as in your garage or porch where a suitable place for chilled goods is located.

Please let us know as soon as possible if your order has not arrived within the time frame detailed on your tracking email. If any doubt contact our team on 01594 530580.

To make a customer complaint

Any complaints or queries you might have should be addressed to… Customer Care, Cinderhill Farm, Lower Cinderhill, St Briavels, GL15 6QF

Cinderhill Farm’s registered details

Registered Office: The Pie House at Cinderhill Farm Ltd. 35 Rodney Road, Cheltenham, GL50 1HX.  Company Number: 9415090.  VAT Number: GB 204 5593 21.

Privacy

Cinderhill Farm respects your privacy and will not sell, rent or loan any personal information about customers to third party businesses or other organisations.  Please refer to our Privacy Policy for further details

Our disclaimer & limitations of liability

The Pie House at Cinderhill Farm (T/A Cinderhill Farm) does not seek to exclude or limit liability for death or personal injury arising from its negligence or that of its members agents directors or employees or for any fraudulent misrepresentation. To the fullest extent permitted by law and save as provided above, neither The Pie House at Cinderhill Farm Ltd, nor any associated company shall be liable to you by reason of any representation, or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of The Pie House at Cinderhill Farm Ltd) or any of its members, agents, directors, employees or otherwise, for any indirect special or consequential loss or damage (including but not limited to loss of profit or loss of saving), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the use of this website, the supply of the products or their use or resale by you. “The limitations of liability in these conditions shall apply equally for the benefit of The Pie House at Cinderhill Farm Ltd and any other associated company of The Pie House at Cinderhill Farm Ltd as if references to Cinderhill Farm or The Pie House at Cinderhill Farm Ltd included references to each such associated company.” While The Pie House at Cinderhill Farm Ltd uses reasonable endeavours to ensure that the information on this website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and The Pie House at Cinderhill Farm Ltd will not be responsible for any errors or omissions or for the results arising from the use of such information.  While The Pie House at Cinderhill Farm Ltd takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of this website will be interruption or error free and will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system. Further, The Pie House at Cinderhill Farm Ltd will not be responsible nor liable for your use of any other websites which you may access via links within this website. The Pie House at Cinderhill Farm Ltd does not control these websites and is not responsible for their content. Any such links are provided merely as a service to users of this website and their inclusion in this website does not constitute an endorsement by or affiliation with The Pie House at Cinderhill Farm Ltd. The entire liability of The Pie House at Cinderhill Farm Ltd under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions. The Pie House at Cinderhill Farm Ltd will not be liable to you or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control. The Pie House at Cinderhill Farm Ltd may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific permission in writing of The Pie House at Cinderhill Farm Ltd. No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.

Information

Cinderhill Farm is the trading name of The Pie House at Cinderhill Farm Ltd.  We have made all reasonable efforts to ensure that the information provided through this website is accurate at the time of addition, however in the event that there may be occasional errors, Cinderhill Farm apologises, and will make good errors as fast as possible.

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