Terms & Conditions

1. Terms of Service

By accessing this website or placing an order with The Artisan Kitchen, you agree to be bound by these Terms & Conditions.

We may update or amend these Terms & Conditions from time to time. Any changes will be posted on this page. Continued use of the website after changes have been made means you accept the updated terms.

When placing an order, you confirm that:

• you are legally capable of entering into a binding contract;
• the information you provide is accurate and complete;
• you are the authorised user of the payment method used;
• you have checked all order details before completing your purchase.

We reserve the right to accept, refuse, or cancel an order at our discretion, including after an order confirmation has been issued. This may include cases where a product has been listed at an incorrect price due to a typographical, technical, or system error.

If we cancel an order after payment has been taken, any payment received for that order will be refunded in full.

2. About Us

These Terms & Conditions apply to purchases made from The Artisan Kitchen via www.theartisankitchen.co.uk.

3. Products

All of our preserves are handmade in small batches using carefully selected ingredients. Because they are made by hand, natural variations may occur between batches.

Colour, set, texture, peel thickness, fruit distribution, and appearance may vary slightly. This is part of the nature of small-batch food production and does not affect the quality of the product.

Product descriptions, tasting notes, images, and serving suggestions are provided as a guide. We make every effort to ensure information is accurate, but small variations may occur.

4. Food Safety & Allergens

Full ingredient and allergen information is provided on product labels and/or individual product pages. Customers are responsible for checking allergen information carefully before ordering and before consuming any product.

Our products are made in a kitchen where allergens may be present. If you have a severe allergy, intolerance, or specific dietary concern, please contact us before placing an order.

We cannot accept responsibility for allergic reactions where ingredient or allergen information has been clearly provided.

5. Ordering & Payment

All orders are subject to acceptance and availability. Payment must be made in full at the time of ordering.

After placing an order, you should receive an order confirmation by email. This confirms that we have received your order, but it does not guarantee acceptance if there is an issue with availability, payment, pricing, or order details.

We reserve the right to cancel or refuse an order where we believe it has been placed fraudulently, incorrectly, or in error.

6. Prices

All prices are shown in GBP (£) and include VAT where applicable. Delivery charges are shown at checkout before payment is completed.

Prices, offers, product availability, and delivery charges may change from time to time. Delivery charges are non-refundable once an order has been dispatched, unless otherwise required by law.

7. Website Promotions, Coupons & Competitions

Promotional codes are valid for online use at www.theartisankitchen.co.uk only and must be used by the stated expiry date.

Offers are as described in the relevant communication and are subject to any stated terms, exclusions, minimum order values, and availability.

Unless expressly stated otherwise, promotional codes are not valid on trade, wholesale, bespoke, or bulk orders.

We reserve the right to amend, withdraw, or cancel promotions, discount codes, giveaways, or competitions at any time. Promotional codes do not override minimum order requirements or delivery charges.

8. Dispatch & Delivery

We aim to dispatch orders within the timeframe stated on our website. Delivery times are estimates only and are not guaranteed.

Orders are sent using a tracked courier or postal service. The carrier used may vary depending on parcel size, weight, destination, and current service availability.

Once an order has been dispatched, responsibility for delivery passes to the courier or postal provider. We are not responsible for delays caused by courier networks, postal services, weather, strikes, seasonal demand, incorrect address details, or other circumstances outside our control.

Customers are responsible for providing a complete and accurate delivery address at checkout. This is especially important for gift orders.

9. Damaged Items

We pack orders carefully. However, glass jars can occasionally be damaged in transit. If your order arrives damaged, please notify us within 48 hours of delivery using our Damaged Order Report Form.

You must provide clear photographs of:

• the outer packaging, including the delivery label;
• the damaged item or items;
• the inside of the parcel and packaging materials;
• any visible leakage, breakage, or impact damage.

Without this information, we may be unable to assess the claim or raise an investigation with the courier.

Replacement or refund is not automatic and is subject to assessment. In some cases, a courier investigation may be required before a replacement or refund can be issued.

10. Missing or Stolen Parcels

If a parcel is reported as missing or stolen, we may require additional information to investigate the claim.

Where tracking shows that a parcel has been delivered, courier delivery confirmation may be used as evidence. This may include GPS data, delivery photographs, signatures, delivery scans, or safe-place information.

Replacement or refund is not automatic where tracking shows delivery has taken place. Any outcome may depend on the courier’s investigation.

Courier investigations can take up to 30 days. During this time, refunds or replacements may not be issued until the investigation is complete.

11. Undeliverable and Uncollected Items

If delivery is attempted and you are not available, the courier or postal provider may attempt redelivery, leave the parcel in a safe place, deliver to a neighbour, or hold the parcel for collection, depending on the service used.

It is the customer’s responsibility to follow tracking updates and respond to any delivery or collection instructions provided by the carrier.

If a parcel is returned to us because it was uncollected, refused, or because the address supplied was incomplete or incorrect, we are unable to offer a refund, replacement, or free redelivery.

By placing an order on our website, you agree to monitor your parcel tracking and ensure that delivery can be completed.

12. Returns & Refunds

Due to the nature of food products, we do not accept returns for change of mind. Opened, used, damaged, or improperly stored food products cannot be returned.

Refunds or replacements are only offered for damaged, defective, or incorrect items, subject to assessment in line with these Terms & Conditions.

Approved refunds will be processed back to the original payment method. Refund processing times may vary depending on your payment provider.

13. Cancellations

Orders cannot be cancelled once they have been prepared, packed, or dispatched.

If you contact us immediately after placing an order, we may be able to cancel it before processing begins. However, cancellation cannot be guaranteed.

14. Gift Orders

Where an order is placed as a gift, the purchaser is responsible for ensuring that the recipient’s name, delivery address, postcode, and contact details are accurate and complete.

We cannot accept responsibility for failed delivery due to incorrect, incomplete, or unsuitable address details.

If you would like a gift note included, please provide the message clearly at checkout where this option is available.

15. Intellectual Property

All content on this website, including text, images, product names, recipes, branding, designs, logos, and photography, is the property of The Artisan Kitchen unless otherwise stated.

Content may not be copied, reproduced, distributed, edited, or used for commercial purposes without prior written permission.

Wholesale customers may request approved images for promotional use. Images must not be altered, restyled, filtered, or used in a misleading way without permission.

16. Website Use

You agree not to misuse this website, attempt unauthorised access, interfere with site security, introduce malicious software, or disrupt website functionality.

We reserve the right to restrict access to the website where misuse, suspicious activity, or fraudulent behaviour is suspected.

17. Events Outside Our Control

We will not be liable for any failure or delay in performing our obligations where this is caused by events beyond our reasonable control.

Such events may include, but are not limited to, industrial action, extreme weather, fire, flood, epidemic or pandemic, acts of terrorism or war, civil disturbance, failure of utilities or telecommunications, transport disruption, supplier disruption, or delays and failures caused by courier or postal services.

If an event outside our control affects the fulfilment of an order, we will contact you as soon as reasonably possible. Our obligations will be suspended for the duration of the event, and delivery times may be extended.

Where the event is likely to continue for a prolonged period, we may cancel the affected order and provide a refund for any goods not yet delivered. This will be our full liability in such circumstances.

18. Liability

To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential losses. Our total liability for any claim relating to an order is limited to the value of that order.

Nothing in these Terms & Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded by law.

19. Privacy

Personal data is handled in accordance with our Privacy & Cookie Policy, which forms part of these Terms & Conditions.

Please read our Privacy & Cookie Policy to understand how we collect, use, store, and protect customer information.

20. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

21. Changes to These Terms

We reserve the right to update these Terms & Conditions at any time. Changes will be posted on this page and will apply to orders placed after the update date.