Terms of service
KIND COOKIES
TERMS & CONDITIONS OF SALE
1. About Kind Cookies
These Terms & Conditions apply to all purchases made through the Kind Cookies website.
“Kind Cookies”, “we”, “us” and “our” refer to Kind Cookies.
By placing an order through our website, you agree to these Terms & Conditions.
2. Products and Ingredients
Kind Cookies products are handmade and produced in small batches.
We take care to ensure that the ingredients listed on our website and product packaging are accurate and up to date. However, recipes and ingredients may occasionally change, so customers should always refer to the ingredient information provided with their order.
Our cookies may vary slightly in appearance, size, texture and colour from photographs shown on the website. These natural variations do not constitute a defect.
3. Allergies, Intolerances and Cross-Contamination
Our products contain the ingredients specifically listed on each product page and product packaging.
We take reasonable care when preparing, baking and packaging our products. However, our kitchen and equipment may come into contact with other ingredients and allergens.
The gluten-free oat flour used in our products is certified gluten-free. However, the oat flour is produced in a facility where other ingredients may be handled and, as a result, the supplier may identify a risk of traces of other allergens.
Customers should therefore review all ingredient and allergen information carefully before ordering.
While we take reasonable precautions to minimise cross-contact, we cannot guarantee that our products are completely free from traces of allergens or other ingredients.
If you have a severe or potentially life-threatening allergy, coeliac disease, or a medically diagnosed food intolerance, please contact us before placing an order if you require further information about our ingredients or production processes.
Customers are responsible for determining whether our products are suitable for their individual dietary requirements.
4. Food Safety
Our cookies are made, handled and packaged using reasonable food-safety and hygiene practices.
Once an order has been delivered, responsibility for the safe storage and handling of the product passes to the customer.
Customers should follow all storage instructions provided with their order.
5. Storage and Consumption
Cookies should be stored in accordance with the storage instructions provided with the product.
Unless otherwise stated, we recommend consuming the cookies within 2 days of receipt for best quality.
Cookies should be kept in their packaging or another suitable airtight container and protected from excessive heat, moisture and direct sunlight.
Do not consume a product if it appears spoiled, mouldy, contaminated or otherwise unsuitable for consumption.
6. Shelf Life
The stated shelf life represents our recommended period for consumption when the product has been stored correctly.
The quality, texture and freshness of handmade cookies may change over time, particularly once packaging has been opened.
Kind Cookies cannot be responsible for deterioration caused by incorrect storage, exposure to heat or moisture, prolonged periods outside suitable storage conditions, or other handling after delivery.
7. Ordering
When you place an order through our website, you are making an offer to purchase the products selected.
An order is accepted once payment has been successfully received and we have confirmed the order.
We reserve the right to decline or cancel an order where there is a reasonable reason to do so, including where a product is unavailable, an obvious pricing or product description error has occurred, or we are unable to fulfil the order.
If we cancel an order after payment has been received, the relevant payment will be refunded.
8. Prices and Payment
All prices displayed on our website are stated in pounds sterling (£), unless otherwise indicated.
Prices may change from time to time. Any price change will not affect an order that has already been accepted.
Payment must be made at the time of ordering using the payment methods made available through our website.
9. Delivery
We will aim to dispatch orders within the timeframe stated on the website or communicated at the time of purchase.
Delivery times are estimates and are not guaranteed unless expressly stated otherwise.
Once an order has been handed to the delivery provider, delivery may be affected by circumstances outside our control, including delays, disruptions or loss within the postal or courier network.
We will take reasonable steps to assist customers where an order is delayed or appears to have been lost.
10. Postal Handling and Packaging
Our cookies are packaged with reasonable care to help protect them during transportation.
Because cookies are a handmade food product, minor movement, crumbs or changes in appearance may occur during delivery.
We cannot guarantee that cookies will arrive in exactly the same condition as when they left our kitchen where damage or deterioration results from postal handling outside our reasonable control.
11. Receiving Your Order
Customers should check their order as soon as reasonably possible after delivery.
If an order arrives damaged, incorrect or appears unsafe to consume, please contact us promptly and provide photographs where appropriate so that we can investigate the issue.
We may request information about the condition of the packaging and product in order to assess a complaint.
12. Returns, Cancellations and Refunds
Due to the perishable nature of our products, we do not accept returns of cookies once they have been dispatched or delivered, unless the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the order.
For food-safety and hygiene reasons, we cannot accept returned food products for resale once they have left our control.
If you wish to cancel an order, please contact us as soon as possible. We may be able to cancel the order if it has not yet been prepared or dispatched. Once an order has been prepared or dispatched, cancellation may no longer be possible.
If your order arrives damaged, is incorrect, or you believe there is a problem with the product, please contact us promptly and provide your order details and, where appropriate, photographs of the product and packaging.
Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we will provide an appropriate remedy in accordance with applicable UK consumer law. This may include a replacement or refund, as appropriate.
13. Customer Storage and Handling
After delivery, customers are responsible for storing and handling the cookies appropriately.
We are not responsible for deterioration resulting from incorrect storage, exposure to heat or moisture, contamination, mishandling or failure to follow the storage instructions provided.
14. Customer-Provided Information
Customers are responsible for ensuring that all information supplied when placing an order is accurate and complete, including delivery addresses, contact details and any other information required to fulfil the order.
We cannot be responsible for delivery problems caused by incorrect or incomplete information supplied by the customer.
15. Medical and Dietary Information
Kind Cookies products are food products and are not intended to diagnose, treat, prevent or cure any medical condition.
Customers are responsible for determining whether a product is appropriate for their individual dietary, medical or nutritional requirements.
If you have a medical condition, severe allergy or medically prescribed dietary restriction, you should seek appropriate professional advice before consuming our products where necessary.
16. Product Information and Photographs
We make reasonable efforts to ensure that product descriptions, photographs, ingredients, allergen information and other information displayed on the website are accurate.
However, handmade products may vary slightly between batches.
Colours and appearance may also vary depending on lighting, photography and the device used to view the website.
Such variations do not necessarily indicate that a product is defective.
17. Our Liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
Subject to the above, we will not be responsible for losses that arise from circumstances outside our reasonable control or from the customer's failure to follow product instructions.
We will not be liable for any loss resulting from incorrect information provided by the customer, inappropriate storage or handling after delivery, or consumption of a product contrary to the information provided.
Nothing in these Terms & Conditions affects your statutory consumer rights.
18. Events Outside Our Control
We will not be responsible for delays or failures to perform our obligations where this results from circumstances outside our reasonable control.
Such circumstances may include severe weather, natural disasters, transport disruption, postal or courier failures, power outages, supply shortages, strikes, government restrictions, or other events beyond our reasonable control.
Where such an event occurs, we will take reasonable steps to minimise its effect and resume normal operations as soon as reasonably possible.
19. Food Safety Incidents and Recalls
If we become aware of a food-safety issue affecting a product that has been sold, we may take appropriate action, including contacting affected customers, withdrawing products from sale or arranging a product recall.
Customers must follow any instructions provided in relation to a food-safety issue or recall.
If you believe that a Kind Cookies product may be unsafe to consume, please stop consuming it and contact us as soon as possible.
20. Complaints
We want customers to be happy with their experience and encourage customers to contact us promptly if they have a concern about an order or product.
Please provide your order details and, where relevant, photographs or other information that may help us investigate the issue.
We will consider complaints fairly and take reasonable steps to resolve legitimate concerns.
21. Intellectual Property
All content on the Kind Cookies website, including photographs, text, branding, logos, graphics and other materials, belongs to Kind Cookies or is used with permission.
You may not reproduce, copy, modify, distribute or commercially use our content without our prior written permission.
22. Privacy
We collect and process customer information in accordance with our Privacy Policy.
Personal information may be used to process orders, arrange delivery, communicate with customers and provide customer service.
We will handle personal information in accordance with applicable data-protection legislation.
23. Changes to These Terms
We may update these Terms & Conditions from time to time.
The version applicable to an order will be the version in force at the time the order is placed.
Any material changes will be reflected on this page by updating the “Last updated” date.
24. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms & Conditions will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer protections that may apply.
25. Customer Acknowledgement
By placing an order with Kind Cookies, you confirm that you have read and understood these Terms & Conditions and the relevant product information, including ingredients, allergen information, storage instructions and other information provided on the website.
You are responsible for ensuring that the products you order are suitable for you and for following the storage and handling instructions provided after delivery.