Terms & Conditions

1.Terms and Conditions

Welcome to Pavilion Foods website Terms and Conditions page. By using this website you agree to be bound by the terms and conditions set out within it. Nothing in these terms and conditions affects your statutory rights as a consumer or otherwise.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by e-mail, hello@pavilionfoods.co.uk, or call us on 01491 571814 between 9am and 5pm, Monday to Friday.

The terms and conditions below apply to all orders placed using our website www.pavilionfoods.co.uk and any orders placed with customer services by telephone. Please read them carefully before placing your order.

2. Use of the Website and Your Account

You may register an account with us when purchasing items using this website. You are responsible for preventing unauthorised access to and use of your account. Please ensure that you maintain the confidentiality of your username and password, and take all necessary precautions to prevent unauthorised access to and use of your account. Please notify us immediately if you believe that your account is being used in an unauthorised manner or if you believe that your username/password has become known to someone else.

We ask that you please ensure that:

  • The details you provide when registering an account with us are correct, complete in all respects, and up to date
  • You inform us immediately of any changes to these details (Including change of e-mail or postal address).

We reserve the right to terminate accounts, remove or edit content, or cancel orders at our discretion. If we do cancel an order, it will be without charge to you.

3. Your Rights and Responsibilities

When you place an order to purchase items using our website, or by calling our customer service department, this is an offer by you to us to purchase these items. By ordering, you are providing details which are true, accurate, current and complete in all respects, and that the credit or debit card details are correct and your own.

We will confirm receipt of your order by sending you an email containing the details of your order. At this point, we accept your order and the contract is formed.

Please be aware that it is your responsibility to check that all information listed in the confirmation e-mail is correct. If anything is inaccurate, please notify us immediately by e-mail at hello@pavilionfoods.co.uk, or by calling our customer services department on 01491 571814. We will not be able to reimburse the value of any goods which have perished or have been damaged as a result of your failure to notify us of inaccurate information being listed.

4. Age Restrictions

Some of our products may only be suitable for adults (i.e. those aged 18 or over).  By law, products containing alcohol to people under the age of 18, or to people buying on behalf of someone who is under that age.

In addition, should you be under 18, you may use this website only with the direct involvement of a parent or guardian.

5. Copyright

All copyright, database rights, trademarks (including Pavilion and www.pavilionfoods.co.uk) and all other intellectual property rights in the content of this website, such as texts, graphics, logos, banners, images, buttons, underlying source code and software, are the sole property of Pavilion. Any use (including copying, reproduction, duplication, transmission and display of the content of this website), without the express written permission of Pavilion for purposes other than the viewing of information or ordering goods, is strictly prohibited.

Permission is granted to copy electronically, and to print in hard copy, portions of this website only for placing an order with Pavilion, or for using this website as a shopping resource.

6. Our Privacy Policy

We collect personal information when you register with us at www.pavilionfoods.co.uk, or when you make a purchase from our website or by phone. This information is solely used to enable us to process and deliver orders that you may place. By registering your details on our website, you agree to our recording, holding, maintaining and using personal data that you supply in this way.

We would also like to send you occasional offers and messages that we feel may be of interest to you. These messages would only ever be from Pavilion and no one else. If you’d like to opt into this service, simply check the ‘Subscribe to our newsletter’ box on the checkout page when you complete your order.

However, we wish to reassure you that we never give, sell, or swap our list of customers, or details of those who register at www.pavilionfoods.co.uk, with anyone else. But, if you wish to have your details removed from our database, please call or email us, and we shall remove them.

If you have any questions relating to our privacy policy, please email hello@pavilionfoods.co.uk, or call us on 01491 571814.

7. Product Appearance and Description

We have made every effort to display the appearance of our products as accurately as possible. This includes, but is not limited to, colours, dimensions, specifications, descriptions and packaging. We may from time to time alter the product specifications of items displayed on our website without prior notice. The packaging of our products may also vary from time to time, but this will not affect the contents.

8. Food Hampers, Gift Boxes and Other Perishable Food

Hampers and gift boxes are collections of food and drink items packaged in containers such as wicker baskets or packaging boxes. When hampers and selection boxes contain perishable items with a short date before expiry, your statutory right to withdraw purchases within the 14-day ‘cooling-off’ period does not apply. Otherwise, your 14-day ‘cooling-off’ period begins from the date of delivery. This qualification also applies to any perishable food supplied by us with a short date before expiry.

The hampers and gift boxes displayed on our website contain only the items listed. Any props used in the photographs are not included in the hampers and selection boxes unless expressly stated otherwise.

9. Substitution Policy

Pavilion reserves the right to substitute an item with another item of equal or greater value than the original, or issue a refund for the product. This applies to items within hampers, gift boxes and bespoke selections. In these circumstances, we will make every effort to ensure that the style and quality of the substitution is as similar to the original item as possible.

We may also select a replacement item if we believe it is in keeping with a particular theme of one of our selection boxes.

In instances where we believe we must make a substitution; we will make every effort to notify you of this ahead of time. Where this is not possible, we will enclose a note of explanation in your order.

10.  Complaints procedure

All of our products are freshly prepared and inspected by our highly trained staff prior to delivery. We are confident that when your products leaves us, it will be in optimum condition.

If you are unhappy with the condition of any of your goods, for any reason,  please let us know immediately by telephone on 01491 571814 or by e-mailing hello@pavilionfoods.co.uk

Should you have an issue with the quality of any of our goods, we will ask you to provide photographic evidence.

If you do not let us know of a problem within five days of having received an order, or if you dispose of any of our goods without having first obtained photographic evidence, we will not be able to accept your claim.

11. Cancellations

Should you wish to cancel your order, please contact customer services by e-mail hello@pavilionfoods.co.uk or on 01491 571814. Provided your cancellation request is received before your items have been dispatched, we will cancel your order and refund you in full without charge.

Should your items already be on their way to your chosen address, it may not always be possible to stop them from being delivered in time. In these instances, you must take every reasonable step to ensure the goods do not become damaged or spoiled until such a time as we can arrange collection. Failure to do so may result in a refund being partially or wholly refused.

Please note that Section 6 takes precedence over this section.

12. Delivery

We send goods by overnight carrier to destinations on the GB mainland only. We can deliver to your home or place of work, and to the home or workplace of your relatives, friends, colleagues or business associates. You must supply a complete postcode and mobile telephone number for every delivery address. We can deliver on Tuesdays, Wednesdays, Thursdays, Fridays and Saturdays. The recipient will receive a text message with details of the expected delivery time. If you do not want the recipient to receive this message, you must put your own mobile phone number, but please be aware that, if you put the recipient’s number, our courier will not only be able to let them know the approximate delivery time, they will also, if necessary, be able to send a photo of where the parcel has been left.

Because most of our products are perishable, we must have an alternative delivery instruction for any private address, such as “Leave in safe place / in porch/on step/with a neighbour”. This is particularly important if you are sending a surprise gift.

Please take great care when stipulating delivery locations, addresses and dates, because, once these have been entered and you have received a confirmatory email, they cannot be changed.

If you have questions about the delivery of your order, after it has been dispatched, you may call our us on 01491 571814, Monday to Friday, 9am to 5pm. Outside these hours, please contact DPD directly.

13. Scottish Highlands and Islands and Worldwide delivery

We are not able to deliver fresh products to the Scottish Highlands and Islands or outside of mainland UK, for ambient deliveries to the Scottish Highlands, Islands and beyond please call us on 01491 571814 to discuss further.

14. Pavilion Shop Gift Vouchers and Promotional Discounts

Shop Vouchers

You may exchange our shop gift vouchers for goods in our shop in Henley on Thames only.

  • Pavilion gift cards can only be redeemed in the Pavilion store.
  • You cannot use a gift card to discharge indebtedness in respect of an account.
  • Please protect your card and treat it as cash; we cannot replace lost, stolen or damaged cards
  • The gift card will expire 12 months from purchase or last use. Buying a product or making a balance enquiry refreshes the expiry period. We will not refund any balance remaining.
  • Gift cards can be purchased in our shops with a minimum value of £20.
  • Gift cards and e-gift cards cannot be exchanged for cash. We do not give change or refunds on gift cards.
  • If you are using a gift card and the total order value is less than the value of the card, any balance will remain on the card and may be applied to future purchases, provided that the card has not expired.
  • We reserve the right to refuse to accept a gift card which we deem to be tampered with, duplicated or which otherwise is suspected to be affected by fraud.
  • We reserve the right to amend the gift card terms and conditions from time to time, where we consider it reasonable and necessary to do so.

Promotional discounts

Coupons, discounts and promotional discount codes offered by Pavilion Foods are valid only for use as part of a purchase made via www.pavilionfoods.co.uk, unless stated otherwise. Promotional codes and offers are not valid for use as part of a purchase in our shop in Henley on Thames

15. Alterations to this Website and Terms and Conditions

We reserve the right at any time to make changes to this website, our Terms and Conditions, our Privacy Statement and such other policies as we may notify you of. You will be subject to the policies and Terms and Conditions in force at the time you use the website or order items from the website. Changes which we are required by law could apply to orders which you have already made. If any of the Terms and Conditions forming the contract between us are not found valid or are void or unenforceable for any reason, these Terms and conditions will be treated as severable; and they will not affect the validity and enforceability of the remaining Terms and Conditions.

16. Waiver

If you breach our  Terms and Conditions, and we take no action with regard to that breach, we shall still be entitled to use our rights and remedies in other situations where you are in breach.

17. Governing Law

These Terms and Conditions are governed by and written in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts.

18. Contact Information

Pavilion Foods
25 Market Place
Henley on Thames, RG9 2AA
Telephone: 01491 571814
E-mail: hello@pavilionfoods.co.uk

19.  GDPR Statement

We will continue to keep and use your personal data for the purpose of conducting business between ourselves.
This personal data may include, but is not limited to, names, addresses, contact information including telephone numbers and email addresses as well as information included on invoices, statements, pricing updates, and other promotional material.

We aim to protect your personal data and comply with our obligations under the GDPR by keeping personal data up to date, stored in a secure location and protected from loss, misuse and unauthorised access. We use personal data to fulfil our contractual obligations as well as providing other information, news, events and activities that you have consented for us to do so.

In order for us to provide the goods and services that we have agreed to provide there are a number of third parties that may need to process your personal data.

These third parties may include:

  • Licensed credit reference agencies
  • Logistics service providers
  • Insurance providers and intermediaries
  • Other third parties such as data centres that securely store your information
  • Banks that require Personal Data to fulfil our obligations to you
  • Any Statutory, governmental or regulatory body that requests personal data and we are obliged by law or regulation to provide.

We keep your personal data for no longer than reasonably necessary, however, there are circumstances when we may retain personal data for a longer period where we have a statutory or regulatory obligation to do so and to ensure our business is properly run in an efficient and compliant manner.
Unless subject to an exemption under the GDPR, you have the right to request a copy of your personal data we hold and to request that we correct any personal data if it is found to be inaccurate or out of date.
Should you wish us not to keep your data for whatever reason please confirm and suggest an alternative means for us to conduct business together.