Welcome to Oak House Farm Ltd. These terms explain how we sell our products through our website. We’ve kept them as clear and straightforward as possible, but if anything is unclear, feel free to contact us.
1. About Us
We are Oak House Farm Ltd (“we”, “us”, “our”), and these terms and conditions apply to any sale through our website, by email or made over the telephone.
2. Placing an Order
When you place an order with us, you are making an offer to buy our products.
- You’ll receive an email confirming we’ve received your order
- A separate confirmation means your order has been accepted
- On rare occasions we may need to cancel an order if a product is unavailable. We will always contact you to let you know and offer an alternative product.
If we cancel your order, we will issue a full refund if payment has already been taken.
3. Prices & Payment
- All prices are shown in GBP (£) and include VAT (if applicable)
- All of our products are sold by weight and we want to charge you the exact correct amount for your product.
- At time of ordering, we take a deposit covering approximately 75% of the price of your goods.
- If you are collecting from the shop, the balance will be payable upon collection. If we are delivering your goods, we will call you to take the balance payment due and to confirm the approximate delivery time.
- We accept secure online payments via our payment providers
- We do not store your full card details
4. Delivery and collection
Our products are prepared fresh each week and delivery or collection times are as set out on our website or as confirmed to you by email.
- If you are unable to collect your order at the agreed time, please let us know so we can arrange an alternative. If you do not collect your order within the same week as the agreed collection date, we will freeze your product and hold it for a further week. If product remains uncollected for a further 7 days, we will return your order to our general stock. No refund is available for uncollected orders, but you will not be required to pay the outstanding balance.
- We are not responsible for delays outside our control (e.g. courier issues)
- Please ensure your delivery details are correct when ordering
If your order arrives damaged or does not arrive, please contact us as soon as possible.
5. Our Products
We take care to describe and present our products accurately.
- Images are for illustration purposes only
- As our products may be farm-produced or handmade, slight variations may occur
- Weights on our website are indicative only and actual weight of products delivered may vary by +/-10%. If there is a larger variance than this, we will let you know.
6. Returns & Refunds
If you change your mind:
- Unfortunately as we are selling food products we are not able to offer an exchange or refund once your order has been confirmed unless there is a defect with the product
If something is wrong:
If your item is faulty, damaged, or not as described:
- Please contact us as soon as possible ideally with a photograph of the problem
- We will offer a replacement or full refund
Refunds will be processed back to your original payment method.
7. Cancellations
You can cancel your order before 00:01 on Tuesday in the week of collection/ delivery. Once dispatched, our returns policy applies.
8. Our Responsibility to You
We are responsible for supplying products that meet reasonable expectations.
However:
- We are not liable for indirect or unexpected losses
- Except in case of personal injury our liability is limited to the value of your order
Nothing in these terms affects your legal rights.
9. Using Our Website
You agree not to misuse our website or attempt to interfere with its operation.
10. Changes to These Terms
We may update these terms from time to time. The latest version will always be available on our website.
11. Governing Law
These terms are governed by the laws of England and Wales.
12. Contact Us
If you have any questions, please contact:
Oak House Farm Ltd
Abbey Oaks Farm, Sproughton, Ipswich, IP8 3DH
