Terms and Conditions & Refund policy

These terms and conditions were last amended on 01/04/2021 © name

These terms and conditions govern your use of our website, and your relationship with NAME.

Please read these terms and conditions carefully. By using our website, you are agreeing to the terms that appear below.

Definitions to Help You:

"You" and "Your" means anyone who uses the website or orders products from NAME.

"Iceland" or "We" or "Us" or "Our" means NAME

"Website" means www.potraviny.co.uk

These terms and conditions regulate the supply of products to you by us. Any other terms, conditions or representations (other than those made fraudulently or implied by statute) are excluded.

Your statutory rights are not affected.

1. About Us

We are NAME, ADRESA. We are a company registered in England and Wales, with a registration number of VAT GB , UTR . 

2. Our Website

2.1 Personal use: You are personally welcome to use our website to browse our information, access your online account to place an online order.

2.2 Hacking: You must not hack into our website, attempt to post content which is in any way offensive or obscene, or use our website or your online shopping account to distribute any kind of computer virus.

2.3 Linking: You are not permitted to link to our website from any of your own sites or business pages, without our express prior approval.

2.4 Accuracy: We try to ensure that any details, descriptions and prices which appear on our website are accurate. Sometimes errors can occur. We will try to rectify pricing errors as soon as possible. We reserve the right to correct any error or omissions without any prior notice.

2.5 Third party links: We may include links on our website to other sites that are not controlled by us. We are not responsible for any content on such websites.

3. Intellectual Property

3.1 Content: All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the website shall remain at all times be vested in us or our third-party licensors. All rights are reserved.

3.2 Use: You may use the content on our website for your personal use in placing orders through our website or informing yourself in respect of our business. However, you must not otherwise copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on our website without our prior written permission.

4. Setting up an Online Account

4.1 Age limit: You must be over 18 to set up an online shopping account with us or to place any orders. We are entitled to rely on your account set-up information as confirmation of this.

4.2 Delivery address: You must have a delivery address within our delivery area. 

4.3 Payment: You must have a valid debit/credit card, PayPal account or VISA Checkout account, in your name, attached to your online shopping account.

4.4 Update your information: You must keep your contact details updated, so that we can speak to you about your orders. You can do this via your online account.

4.5 Keep details safe: You must keep your username and password safe. You will be responsible for all activities and orders made under this username and password.

4.6 Monitoring: We monitor and track all online purchases and transactions. We reserve the right, at our sole discretion, to suspend or cancel any customer online account, at any time.

4.7 Agreement: You must agree to these terms and conditions in their entirety to shop online with us.

5. Online Prices and Payment

5.1 Prices: When browsing our website, the prices shown will be the prices available for next day delivery. Once you have logged in, picked your products, and selected your delivery date, the prices displayed at checkout will be the prices you will be charged. You will not be charged until your order is ready for delivery.

5.2 Errors: It is always possible that, despite our best efforts, some pricing on our website may not be correct. We reserve the right to refuse to process any order placed on our website based on information that may contain errors or inaccuracies, including, without limitation, out-of-date information regarding pricing or delivery. We will endeavour to inform you by email where there is a pricing mistake in an order you have placed, giving you the option of continuing to purchase at the correct price or amending the order. If we are unable to contact you, we may at our discretion, decide to cancel the order. If the pricing error is obvious and unmistakable and could have reasonably been recognised by you as genuine mispricing by us, we do not have to provide the products to you at the incorrect (lower) price.

5.3 Minimum order value: The minimum order value for online orders is £300 plus an additional delivery charge of £0 (£0 with personal collect), as shown at checkout. You will receive free delivery on all orders over £0. The minimum order value is calculated after all discounts and promotional offers have been applied.

5.4 VAT: Where applicable, prices shown will include Value Added Tax. We endeavour to keep our website updated with prices which indicate the current rate of VAT. You will be charged the current prevailing rate on the day of your delivery.

5.5 Delivery: All delivery slots, including next day delivery slots, are subject to availability. You must complete your order (including any amendments) by 11pm on the day before your order is due for delivery. Further information on deliveries can be found in the Delivery section.

5.6 Methods of payment: We accept payment from MasterCard, Visa Credit, Visa Debit (UK registered cards only), Iceland Bonus Card Savings from a registered Bonus Card, electronic vouchers with a valid code and a valid PayPal account. The address to which the card is registered must be the same as the billing address. The card used to confirm the order must be the same card used to complete the order. We do not accept cash, cheques, in store money-off coupons, gift vouchers or Iceland till printed coupons online.

5.7 Any refunds or additional payments will be processed on the date of your delivery however they may take up to 5 working days to appear depending on your card issuer.

5.9 Order acknowledgment: When you have placed an order on the website, we will send you an email acknowledging your order. This is not confirmation that your order has been accepted by us.

5.10 Contract: A legally binding contract will only arise once we have completed delivery of the products to you. Once we have delivered the products to you, you become the owner of the products. You will have no legal liability in connection with your order until the products have been delivered to you.

5.11 Images: The images of the products on the website are for illustration only. Your products may vary slightly from those images. The packaging of the products may vary from that shown on images on our website.

5.12 Availability: We do our best to ensure that we have a wide range of products available every day, but sometimes we run out of certain products. If we have run out of any products that you have ordered, we will try to replace them with the same product of a better value, with no increase in the price you pay. We will never replace unavailable products with products of a lower value or smaller pack size. We will issue a refund for any products which we do not supply.

5.13 Not for resale: We do not supply products for resale unless we have specifically agreed this with you in writing. All products supplied for your own use.

5.14 Age-restrictions/alcohol: Some products, such as alcohol, can only be purchased by and delivered to customers above a certain age, i.e. 18 years old, for orders containing alcohol. Iceland operates a 'challenge 25, serve 18' policy.

5.15 Statutory rights: Our products aim to comply with your legal rights to be of satisfactory quality, to be fit for purpose, and to match their description. These rights are known as your statutory rights.

5.16 Covid-19 Outbreak Multiple Orders: Due to extraordinary circumstances, any person placing more than one order for delivery to the same postcode within 2 consecutive days will only have their first order processed. Any additional orders placed for delivery during that time will be cancelled.

6. Amending or Cancelling Your Online Order and Refund Process

6.1 Amending your order: you can cancel or amend your order at any time up to the day before your order is due to be delivered. Please contact us by phone or email for change order.

6.2 Cancelling your order: You also have a legal right to cancel an order at any time up to 14 working days (not including Saturdays, Sundays or public holidays) from the day after the day the products are delivered to you. You are welcome to change your mind and decide that you do not want to keep a product. You can notify us of your decision to cancel and receive a refund. This right to cancel does not apply to:

6.2.1 perishable products, such as fresh food or drink; and/or perishable products, such as fresh food or drink; and/or

6.2.2 items which cannot be resold for health and hygiene reasons once unwrapped (for example, personal grooming products and certain baby products etc.)

6.3 How to cancel:

7.3.1 To cancel an order before shipping: Please  contact us via our phone od email. You will need to provide the email address registered with your account and confirm the order number you wish to cancel. The pre-authorisation on the card will be cancelled this may take up to 5 working days to process depending on your card issuer.

7.3.2 To cancel an order once the goods are received: Please contact us and provide the email address registered with your account number. We will process the refund as soon as possible and, in any case, within 14 calendar days after the day on which we receive the products back, or 14 days after the day on which you gave us the evidence of having sent the products back, whichever is sooner. We will usually refund you by the same method as your original payment.

7.4 Reasonable care of goods: You must take reasonable care of the products to be returned and store them in an appropriate manner, e.g. frozen products must be kept in a freezer. Unless the products were misdescribed on our website or are faulty, we may require you to return the products at your own cost. The products must be returned undamaged and in the original packaging.

8. Picking Your Order

8.1 Product sourcing: We take great care to source the best products that we possibly can. This can involve produce being sourced from countries around the world. As a result, you may receive the same product from a number of different countries at different times throughout the year.

8.2 Expiry dates: When we pick your order, we will select products with a reasonable amount of time left on the expiry date. However, some fresh produce items naturally have a limited shelf life, so it is reasonable for them to have a shelf life of less than two days when they are delivered to you.

9. Quality Assurance

9.1 Quality/exchange/refunds: If you are unhappy with the quality of any of the products you receive, we will happily refund your money or replace the products. This is in line with 'our promise' which is printed on all of our packaging.

9.2 To exchange, please either call our our team or take those products to one of our stores, in the original packaging and in a saleable condition along with the receipt or invoice which arrived with your online order and we will replace the product.

9.3 To request a refund, please contact us by via phone. We will process the refund as soon as possible and, in any case, within 14 calendar days after the day on which we receive the products back, or 14 days after the day on which you gave us the evidence of having sent the products back, whichever is sooner. We will usually refund you by the same method as your original payment. If you are unhappy with a large number of products, we may ask you to take the products back to store, or we may arrange for a collection of the products before processing a refund.

10. Our Liability

10.1 Unrestricted by law: Nothing in these terms and conditions will restrict our liability for death or personal injury resulting from our acts or omissions, breach of contract, or breach of statutory duty.

10.2 Statutory rights: Nothing in these terms and conditions will restrict any of your statutory rights.

10.3 Limitation of liability: We will not be liable for any indirect or consequential loss, or damage, or loss of profits, or reliance you may have had in having the products or your order delivered to you, which arises out of any failure by us to supply the products or your order to you.

10.4 Force majeure: We will not be deemed to be in breach of contract or of these terms and conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment and road traffic problems.

10.5 Maximum liability: Other than as set out above, our maximum liability arising out of any order for the supply of products to you will be limited to the price of the products contained in that order.

11. Variation to These Terms and Conditions

11.1 Notice: We may change these terms and conditions from time to time and will you of notify this by stating the date of the version at the top of this page.

11.2 Check each time: Every time you place an online order with us, the terms and conditions and privacy policy in force at that time will apply to the order.

12. Other Important Terms

12.1 Assignment: We may transfer our rights and obligations under any order to another organisation, but that will not affect your rights or obligations.

12.2 Severance: Each of the paragraphs of these terms and conditions operate separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

12.3 Waiver: If we do not insist that you perform any of your obligations, or we do not enforce our rights against you or delay in doing so, that will not mean that all our rights are waived. Any waiver by us will be confirmed in writing and will not mean that we waive rights on an ongoing basis.

12.4 Jurisdiction: These terms and conditions are governed by the laws of England and Wales and the courts of same shall have non-exclusive jurisdiction in respect of any disputes arising.

12.5 Disputes: If our Customer Care team is unable to resolve any complaint or issue you may have, or you are unhappy with the outcome, you can pursue this matter via the European Online Dispute Resolution (ODR) website. This will ask you to complete the details of the complaint using this online form and they will contact us in due course. The European ODR website can be found here. It is not compulsory for us to participate in this dispute resolution process and we reserve our right to assess this on a case by case basis.

13. Customer Care

If you have any questions or comments, you are welcome to contact us by the following methods:

·      Telephone: 

·     Email: customer@potraviny.co.uk

  • In writing to: Martin Zbojovsky www.potraviny.co.uk