Terms & Conditions

About us

We are The Coconut Company (UK) Ltd: incorporated in England and Wales under company number 09400376. Our registered office is at Unit 3 Print Village, 58 Chadwick Road, London, SE15 4PU. Our VAT registration number is GB218879364.

Contact us

If you have any questions about this contract or any orders you have placed, please contact us by sending an email to shop@thecoconutcompany.co.

About this contract

This contract sets out:

·     your legal rights and responsibilities;

·     our legal rights and responsibilities; and

·     certain key information required by law.

In this contract:

·     references to we, us and our are references to The Coconut Company (UK) Ltd (details of whom are set out above); and

·     references to you and your are references to the person using our site to buy the goods from us.

Our terms and conditions

1.              Introduction

1.1.        If you buy goods on our site, you agree to be legally bound by this contract.

1.2.        This contract applies only if you are buying goods on our site as a consumer, i.e. for purposes outside of your business, craft or profession. We do not intend to sell goods on our site to businesses, so please contact us to discuss your requirements if you are seeking to buy goods in the course of business.

1.3.        This contract is only available in English. No other languages will apply to this contract.

2.              Information we give you

2.1.        We are required to give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:

(a)       read the Acknowledgment Email (see section 4.3 of these terms and conditions) or

(b)       contact us using the contact details above.

2.2.        The key information we give you by law forms part of this contract (as thought it is set out in full here).

2.3.        We can only change the key information once a legally binding contract between you and us if you agree to it.

3.              Your privacy and personal information

3.1.        Our Privacy Policy is available at www.thecoconutcompany.co/privacy-policy.

3.2.        Any personal information that you provide to us will be dealt with in accordance with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information, and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

4.              Ordering goods from us

4.1.        In this section 4, we set out how a legally binding contract between you and us is made.

4.2.        You place an order on the site by clicking the “Purchase” button after selecting the goods you want to purchase, populating your details and entering your payment information. Please read and check your order carefully before submitting it. You will be able to correct any errors before submitting your order to us.

4.3.        When you place your order, we will acknowledge it by email (Acknowledgment Email). This Acknowledgment Email does not, however, mean that your order has been accepted by us.

4.4.        We may contact you to say that we do not accept your order. This may be for the following reasons:

(a)       the goods are unavailable;

(b)       we cannot authorise your payment;

(c)       you are not allowed to buy the goods from us;

(d)       we are not allowed to sell the goods to you;

(e)       you have ordered too many goods; or

(f)        there has been a mistake on the pricing or description of the goods.

4.5.        If any goods you have ordered are currently out of stock, we will notify you and you may cancel your order at any time prior to dispatch.

4.6.        We will only be deemed to have accepted your order when we dispatch the goods to you.

4.7.        You may only purchase goods containing alcohol on our site if you are at least 18 years of age. We may require you to verify your age if you purchase any goods containing alcohol on our site.

5.              Right to cancel

5.1.        You have the right to cancel this contract within 14 days without giving any reason.

5.2.        The cancellation period will expire after 14 days from the day on which you (or a third party other than the carrier) acquire physical possession of the goods or the last of the goods if delivered in instalments.

5.3.        To exercise the right to cancel this contract, you must inform us of your decision to cancel by a clear statement, e.g. a letter sent by post or email using the contact details at the top of this page. You may use the model cancellation form available at the Annex to this Contract, but it is not obligatory.

5.4.        The contract is treated as cancelled at the time you send the letter or other communication informing us of your decision to cancel.

6.              Effects of cancellation

6.1.        If you cancel this contract, we will reimburse all payments received from you, including the costs of delivery (except for any supplementary costs if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

6.2.        We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary or incorrect handling or storage by you.

6.3.        We will make the reimbursement without undue delay, and no later than:

(a)       14 days after the day we received from you the goods supplied;

(b)       (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c)       if we had not yet supplied the goods, 14 days after the day on which we are informed about your decision to cancel this contract.

6.4.        If you have received the goods:

(a)       you will send back the goods without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired;

(b)       you will have to bear the direct cost of returning the goods; and

(c)       the goods must be unopened, in their original packaging and all seals must be intact.

6.5.        We will not make the reimbursement if the goods:

(a)       have not been returned to us, either at all or within 14 days of cancellation in accordance with section 6.4(a) of these terms and conditions;

(b)       have been opened, are not in original packaging, or any seals on the goods have been broken; or

(c)       have become mixed inseparably with other items after delivery.

6.6.        We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

7.              Delivery

7.1.        We use Royal Mail or third-party couriers to deliver our goods, depending on value. For information on delivery options and costs of delivery, visit our Delivery and Returns Policy available at www.thecoconutcompany.co/delivery-and-returns.

7.2.        The estimated date(s) for delivery of the goods will be set out in the Acknowledgment Email (see section 4.3 of these terms and conditions) (subject to us accepting your order under section 4.6).

7.3.        If something happens which is outside of our control and affects the estimated date of delivery, we will try to provide you with a revised estimated date for delivery.

7.4.        We will deliver the goods to the address you specified when you placed your order with us and we will take reasonable care to ensure that all goods reach you in good condition and within their recommended shelf life.

7.5.        Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the date of your Acknowledgment Email, we will:

(a)       let you know;

(b)       cancel your order; and

(c)       give you a refund.

7.6.        If nobody will be available to take delivery, please contact us using the contact details at the top of this page.

7.7.        You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party takes, possession of the goods.

7.8.        We may deliver your goods in instalments.

8.              Payment

8.1.        We use a third-party payment processor to process card payments. All major debit and credit cards are accepted. You may also pay via PayPal. We do not accept cash or cheques.

8.2.        We will do all that we reasonably can to ensure that all the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy (see section 3 of these terms and conditions) or breach by us of our duties under applicable law, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

8.3.        Your credit card or debit card will only be charged when the goods are dispatched.

8.4.        All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps, e.g. Verified by Visa.

8.5.        If your payment is not received by us and you have already received the goods, you must:

(a)       pay for such goods as soon as possible and in any case within 14 days; or

(b)       return them to us as soon as possible and in any case within 14 days. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions given with the goods) and not open or use them before you return them to us.

8.6.        If you do not pay for the goods and fail to return them in accordance with section 8.5 of these terms and conditions, we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.

8.7.        Nothing in this section 8 affects your legal rights to cancel the contract during the cancellation period as set out in sections 5 and 6 of these terms and conditions.

8.8.        All prices are in pounds sterling (£)(GBP). Unless otherwise stated, delivery charges are excluded.

9.              Nature of the goods

9.1.        You have certain legal rights in relation to the nature of goods (also known as ‘statutory rights’). The goods that we provide to you must be as described, fit for purpose and of satisfactory quality.

9.2.        We are under a legal duty to supply you with goods that are in conformity with this contract.

9.3.        Any goods sold at discount prices, as remnants or as substandard, will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

9.4.        If we can’t supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case:

(a)       we will let you know if we intend to do this, but this may not always be possible; and

(b)       you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

10.          Descriptions, labelling and packaging

10.1.     All goods supplied by us comply, at the time of sale, with applicable food safety, composition, hygiene, packaging and labelling requirements under United Kingdom law (and, where we expressly agree to supply to customers in the European Union, with equivalent requirements of the European Union).

10.2.     The packaging of the goods may be different from that shown on the site.

10.3.     While we try to make sure that:

(a)       all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance of up to 2.5% in such weights, sizes and measurements in the goods; and

(b)       the colours of our goods are displayed accurately on the site, the actual colours that you see on your device may vary depending on the device that you use.

10.4.     You acknowledge that product packaging, ingredients and allergen information may change from time to time. You should always check the information provided on the label of the goods before consuming or using the goods.

10.5.     If you believe that any of the goods have been incorrectly described or labelled, please notify us immediately using the contact details at the top of this page.

11.          Allergen and dietary information

11.1.     All mandatory allergen information is stated on the label of the goods or on our site.

11.2.     While we take all reasonable steps to avoid cross-contamination, our goods may be prepared or packaged in environments that handle allergens.

11.3.     You are responsible for checking that the product is suitable for your individual dietary requirements and for reading the allergen information provided before consumption.

11.4.     We do not accept liability for any allergic or adverse reaction caused by a failure to read or act on the allergen information provided. Nothing in this section 11.4 limits or excludes our liability for death or personal injury caused by our negligence.

12.          Shelf life, storage and handling

12.1.     The label on each of the goods sets out the relevant storage conditions, handling instructions and a ‘use by’ or ‘best before’ date.

12.2.     You must store and handle all goods in accordance with the instructions provided.

12.3.     Goods marked with a ‘use by’ date must not be consumed after that date. Goods marked with a “best before” date may be safe to eat after that date but may no longer be of optimal quality.

12.4.     We are not responsible for any deterioration or loss of quality where goods have not been stored, handled or consumed in accordance with the instructions provided.

13.          Faulty goods

13.1.     Your legal rights in relation to faulty goods (also known as ‘statutory rights’) are set out at the top of this page. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:

(a)       contact us using the contact details at the top of this page; or

(b)       visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 223 1133.

13.2.     Nothing in this contract affects your legal rights if the goods are faulty. You may also have other rights in law.

13.3.     You should inspect all goods on delivery and promptly notify us of any visible damage, incorrect labelling, temperature control failure, or other issues.

13.4.     If any goods appear unsafe, damaged, compromised or otherwise faulty on arrival, you must not consume it and must contact us as soon as possible using the contact details at the top of this page.

14.          Product safety, recalls and withdrawals

14.1.     If we become aware that any goods may not comply with food safety or labelling requirements, we may issue a recall or withdrawal notice.

14.2.     In that event, we may:

(a)       arrange for the return of the relevant goods, replacement or refund; or

(b)       require you to safely dispose of the relevant goods in accordance with our instructions.

14.3.     You agree to cooperate with any recall or withdrawal by providing information about your purchase and following our reasonable instructions.

14.4.     Our total liability for any goods subject to recall or withdrawal will be limited to the refund or replacement of the affected goods.

15.          End of the contract

If this contract is ended, it will not affect our right to receive any money which you owe to us under this contract.

16.          Limitation on our liability

16.1.     Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury caused by our negligence) or arising under applicable law relating to the protection of your personal information, we are not legally responsible for any:

(a)       losses that were not foreseeable to you and us when the contract was formed;

(b)       spoilage of the goods due to incorrect storage, failure to follow handling instructions, or consumption after the ‘use by’ date.

(c)       losses that were not caused by any breach on our part;

(d)       business losses; or

(e)       losses to non-consumers.

17.          Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.

18.          Disputes

18.1.     We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the goods you ordered, our service to you or any other matter, please contact us as soon as possible using the contact details set out at the top of this page.

18.2.     We will handle all disputes and complaints in accordance with our Complaint Handling Policy.

18.3.     The laws of England and Wales apply to this contract, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.

18.4.     Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the United Kingdom in which you live.