Thank you for taking the time to read Norfolk Coffee Company’s terms and conditions. By using this website or placing an order with us, either by telephone or through our website, www.norfolk.coffee, you agree to be bound by these terms and conditions. If you have any questions regarding these terms and conditions, please contact us using the contact details below.

Information about us and how to contact us
We are Norfolk Coffee Company and our registered address is Barn 15, Salle Moor Hall Farm, Wood Dalling Road, Salle, Norwich, NR10 4SBA. Our registered VAT number is 255854867.

How to contact us. You can contact us by telephoning us on 01603 872871 or by writing to us at hello@norfolk.coffee or the above address.

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.

Our contract with you
When you place an order with us, your order is classed as an offer which, if accepted by us, will result in a binding contract. Acceptance of your order will take place when we email you to accept it at which point a contract will come into existence between you and us. 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 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.

Unfortunately, we are not able to deliver orders placed through the website to addresses outside of the UK at this time. We will not be responsible for delays, damages, or issues with quality (flavour or condition) of any orders placed that are forwarded on from the shipping address given upon check out.

Product description and substitution
Products and packaging may vary slightly from pictures. The images of products on our website are for illustrative purposes only.

Your right to make changes
If you wish to make a change to the product you have ordered, please contact us and we will let you know if the change is acceptable. If it is possible we will let you know about any changes to the price of your order, 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 you would like to make changes to a Prepaid Subscription please contact us, we cannot guarantee that changes will be possible. More information about the delivery schedule for subscriptions can be found here (link to shipping info).

Delivery
Deliveries are made by either Royal Mail or Parcelforce, depending on the weight of your order, what products you are purchasing. You can select your shipping method in the checkout process.

If we are aware of a delay, we will attempt to contact you and minimise any disruption. You may also be contacted by the courier company directly.

The product will be your responsibility from the time we deliver the product to the address you gave us or in accordance with the alternative delivery instruction you gave us. You own the product once we have accepted your order and received payment in full.

Returns
We really hope you’re happy with your coffee and enjoy drinking it! Coffee is a perishable product and Norfolk coffee is roasted to order, so unfortunately we’re unable to accept returns on coffee. However, if there was an error with your order or you’re not satisfied with your coffee, contact us at beans@norfolk.coffee within 14 days of purchase. We’ll then be in touch to troubleshoot the issue.

Quality concerns
We take great pride in the quality and condition of our coffee and it should reach you in the best possible condition. When you receive your order, please remove all external wrapping, check the bags of coffee are undamaged and that the correct products have been supplied in the right quantities. If you aren’t happy with what you find, please call us and, if possible, email pictures to hello@norfolk.coffee we will do our best to put it right.

Where an intermediary address is used Norfolk Coffee Company will not be responsible for delays, damages, or issues with quality of any orders placed that are forwarded on from the shipping address given upon check out.

Your rights
If you are a consumer, we are under a legal duty to supply products that are in conformity with the contract. Additionally, for some products bought online or over the telephone, you have a legal right to change your mind and cancel the contract within 14 days of delivery of the product, but not where:

• you have opened any of our coffee products; or
• the goods have been made to your specification; specification includes grinding coffee. Therefore any coffee that you have requested to be ground cannot be returned on the basis of contract cancellation.

Where you have a right to cancel a contract and you wish to do so, you simply need to let us know that you have decided to cancel. The easiest way to do this is to email us at hello@norfolk.coffee or contact us by telephone on 01603 872871.

If you cancel your contract we will:

• refund you the price you paid for the products. However, we may reduce your refund to reflect any reduction in the value of the products caused by your mishandling of them.
• refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.
• make any refunds due to you as soon as possible and in any event within 14 days after 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.

We will refund you on the credit card or debit card used by you to pay.

If you cancel your contract because you have changed your mind, you will have to pay the cost of returning the product to us.

Online resellers
We are aware that occasionally an individual or business will order from us and re-sell that coffee without our knowledge or consent. It is important to note that any purchases made from an unauthorised reseller will not be covered by our terms and conditions and we will not be responsible for lost items, unfulfilled orders, damages or issues with quality, such as flavour or condition.

Intellectual property rights
We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may not copy or reproduce part or all of the contents of the website without our permission.

User accounts
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

Privacy
Norfolk Coffee Company of Barn 15, Salle Moor Hall Farm, Wood Dalling Road, Salle, Norwich, NR10 4SB is the data controller for the purpose of the Data Protection Act 1998.

By proceeding to use our website you consent that we may process the personal data (including sensitive personal data) that we collect from you in accordance with our privacy policy. In particular we will use information we hold about you for the purposes of fulfilling orders. Please address any questions, comments and requests regarding our data processing practices to hello@norfolk.coffee.

Changes to the website
We may update our website and these terms and conditions from time to time, and may change the content at any time. We do not guarantee that our website, or any content on it, will be free from errors or omissions.

Governing law
These terms are governed by the laws of England and Wales. For the avoidance of doubt, if you live in Scotland, Northern Ireland or Wales, you can bring legal proceedings in respect of the products in either your local courts, or the English courts.

Subscriptions
General
Monthly subscriptions will be processed on the same date as the original order date every month (eg 15th). Weekly and fortnightly subscriptions will be processed every week or two weeks on the same day of the week (eg Monday). Where this falls on a weekend, bank holiday it will be despatched the next working day.
Royal Mail 48 Tracked shipping is included in the price of Prepaid Subscriptions. Subscriptions are only available for UK customers at this time.

Payment
Repeat Subscription payments are taken according to the schedule agreed when purchasing the subscription i.e. every two weeks or monthly. Card details are stored securely with Worldpay. By signing up to a Repeat Subscription you give us permission to charge your card in order to fulfil your subscription.

Cancellations and amendments
If you would like to make changes or cancel a Prepaid Subscription please contact us, we cannot guarantee that changes will be possible. You can make changes to future deliveries as part of a Repeat Subscription. Some changes will require you to checkout again to confirm the change. You should receive email confirmation of your change. You can also pause or cancel your Repeat Subscription anytime.

Gift Cards
General
Gift Cards are issued by and remain the property of Norfolk Coffee Company.

Use of the Gift Card implies acceptance of these terms and conditions of use. We reserve the right to amend these terms and conditions from time to time and we will post any material changes to these terms and conditions on our website.

Purchase

Gift Cards can be purchased on www.norfolk.coffee in denominations of £10, £20, £30 and £50.

Regardless of where a card is purchased, it can be used in our roastery and online.

Gift cards are not eligible for return.

Redemption
Gift Cards can be redeemed in our roastery at Salle and via our online shop for full or part payment of any products that we sell.

Gift Cards are not accepted by any Norfolk Coffee Company stockists or wholesale customers.

Gift Cards cannot be returned, refunded or exchanged for cash. No change will be given when using part of the value of a gift card toward a purchase.

Gift cards cannot be used towards the purchase of additional other gift cards.

Expiry
Gift Cards are valid for 12 months from date of purchase. Any remaining balance at that time will not be refunded and the gift card will be invalidated.