Please read these Terms and Conditions carefully, as they affect your rights and obligations.
These Terms and Conditions, together with the information displayed on the Website (including current product prices, delivery information, returns/refunds information, our contact details, and our Privacy Policy and Cookie Policy), set out the entire agreement between you and Golden VR Oriental Food Store in relation to your use of the Website and the supply of Goods.
Definitions
In these Terms and Conditions:
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“we”, “us”, “our”, “GVR” means Golden VR Oriental Food Store, operating the Website at https://goldenvrorientalfoodstore.co.uk.
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“you”, “your” means any person who accesses, browses, registers on, or purchases from the Website.
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“Website” means https://goldenvrorientalfoodstore.co.uk as operated by us.
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“Goods” means the products offered for sale on the Website.
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“Order” means a request submitted by you to purchase Goods from us via the Website.
Acceptance of these Terms
By accessing, browsing, registering on, or otherwise using https://goldenvrorientalfoodstore.co.uk (the “Website”) and/or placing an order with us, you confirm that you accept these Terms and Conditions. If you do not agree to these Terms, you must not use the Website or place an order.
Accounts and registration
To place an Order on the Website, you must register for an account. Guest checkout is not available.
You are responsible for ensuring the information on your account is accurate and kept up to date (including your email address, telephone number, and delivery address).
You are also responsible for maintaining the confidentiality of your login details and for all activity that occurs under your account. If you believe your account has been accessed without your permission, you must notify us promptly using the contact details on our contact page.
Changes to these Terms
We may update these Terms and Conditions from time to time to reflect changes in law, regulatory guidance, our business operations, or the way our website works.
Any changes will take effect from the date they are published on our website. It is your responsibility to check these Terms each time you use our website. If you do not agree to any updated Terms, you should stop using the website and you should not place further orders.
Continuing to use our website after changes are published indicates your acceptance of the updated Terms.
Your statutory rights
Nothing in these Terms and Conditions affects your statutory rights as a consumer.
Placing Orders and Contract Formation
How to place an Order
To place an Order, you must have an account and complete checkout via the Website. Please check all details carefully before submitting your Order, including delivery address, contact details, and any delivery instructions.
Order acknowledgement vs acceptance
After you submit an Order, we will usually send you an email acknowledging receipt of the Order and confirming that your Order has been received.
Refusing or cancelling an Order
We reserve the right to refuse or cancel an Order at any time before acceptance, including (for example) where:
- the Goods are out of stock or discontinued;
- there is an obvious pricing or product description error;
- we cannot deliver to the address provided; or
- we reasonably suspect fraud or unauthorised activity.
If we cancel an Order before acceptance, we will refund any payment taken for the cancelled Goods.
Delivery
Delivery methods
We currently deliver using Royal Mail Tracked 24 and Royal Mail Tracked 48 (the “Delivery Services”). The available Delivery Services and any charges will be shown at checkout.
Dispatch and delivery times
Any stated delivery times are estimates only and start from the date of dispatch, not the date you place the Order.
We aim to dispatch Orders within a reasonable timeframe, subject to stock availability and operational capacity. During busy periods, dispatch may take longer.
Tracking
Where tracking is available, we will provide tracking details by email or within your account once your Order has been dispatched.
Delivery address and failed delivery
You are responsible for providing a complete and accurate delivery address and ensuring someone is available to receive the delivery where necessary.
If a parcel is delayed, not delivered, or returned to us due to incorrect address details or failure to collect/rearrange delivery, we may charge you for re-delivery.
Perishable goods
If you order perishable or time-sensitive Goods, you should ensure you are available to receive the delivery promptly. We are not responsible for deterioration caused by delays outside our control after dispatch or by failed delivery/collection due to incorrect details or unavailability.
Cancellations, Returns and Refunds
Refund Policy
Full details of cancellations, returns and refunds (including eligibility, time limits, process steps and any exceptions) are set out in our Refund Policy. This forms part of these Terms and Conditions.
Cancelling an Order (consumer rights)
If you are a consumer, you may have a legal right to cancel an Order within a “cooling-off” period for certain Goods purchased online. However, the right to cancel does not apply to all Goods. For example, it may not apply to items that are perishable or likely to deteriorate or expire rapidly, or to sealed goods that are not suitable for return for health protection or hygiene reasons if they become unsealed after delivery.
Where a right to cancel applies, you must tell us clearly (for example by email) within the applicable cancellation period. If you cancel after your Order has been dispatched, you may need to return the Goods in accordance with our Refund Policy.
Returns and refunds
Where a return is accepted under our Refund Policy, refunds (where due) will normally be made to the original payment method. Delivery charges may be treated in line with our Refund Policy (including any non-refundable elements where permitted).
Faulty, damaged or incorrect items
Nothing in these Terms limits your statutory rights in relation to Goods that are faulty, damaged, not as described, or incorrectly supplied. If there is a problem with your Order, please contact us as soon as possible using the contact details on the Website, and provide any relevant information (such as your order number and photos where appropriate) so we can investigate and resolve the issue.
Liability
Nothing in these Terms and Conditions limits or excludes our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- any other liability that cannot be limited or excluded under applicable law.
Subject to the above, and to the fullest extent permitted by law:
- if we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable;
- we supply Goods for domestic and private use. If you use the Goods for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity; and
- we are not liable for delays or failures caused by events outside our reasonable control (for example, disruption to postal/courier services, severe weather, or other events affecting delivery networks).
Nothing in these Terms affects your statutory rights as a consumer.
Complaints and Contact
If you have any questions, concerns, or complaints about the Website, your account, or an Order, please contact us using the contact details provided on the Website.
We aim to acknowledge complaints within 2 Working Days and to provide a substantive response within 5–10 Working Days, where possible. Complex issues (for example, delivery investigations or supplier checks) may take longer, but we will keep you updated.
When contacting us, please include your order number and a clear description of the issue. Where relevant, please provide supporting information (such as photos of damaged Goods and packaging).
Governing Law
These Terms and Conditions are governed by the laws of England.
If you are a consumer, you may bring legal proceedings in respect of these Terms in the courts of England, or in the courts of the part of the UK where you live.
If you are a business customer, the courts of England shall have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Terms and Conditions.