Terms & conditions

Prices and VAT

As most food ingredients are VAT free, all our prices are quoted without VAT added (apart from a handful which do attract VAT at the standard rate – if that’s the case please note that we will add applicable VAT at checkout)

We’re careful to publish accurate prices but mistakes happen to the best of us.  Its rare, but if we publish a price higher than we meant to, then we’ll automatically refund you the difference.  Likewise, if we publish a price lower than it ought to be, we reserve the right not to fulfil orders at that price.

Payments

You can pay in three ways:

• If you’d like to pay by card you can do so online or over the phone
• If you’d prefer to pay by bank transfer just give us a call (01273 476 721) and we’ll set that up with you
• We also offer 30 days credit to trade customers, subject to the usual checks of course.  Drop us a note (hello@hbingredients.co.uk) or give us a call to discuss setting up an account

Please note that all goods will remain the property of Henley Bridge until paid for in full.

Stock availability

We’ve got oodles of stock in our 30,000 square foot warehouse, but sometimes a product is in high demand or the manufacturer has production issues.  This means that occasionally we may not have some of the products you order in stock. 

If that’s the case, we’ll immediately let you know when it will become available and deliver it as soon as it comes back in stock (or if you’d rather cancel that part of the order that’s fine, we’ll arrange a refund).  In the meantime, we’ll fulfil any other items on your order as usual or if you prefer, we can hold onto them and send one delivery when all items are in stock.

Shortages

There’s a lot going on here at Henley Bridge HQ and occasionally our team may miss a product from your order. In the unlikely event this does happen you must notify us by sending an amended delivery note within 72 hours of receiving your order.

In order to confirm any shortages we’ll conduct an investigation by way of cycle count, proof of delivery, weight of consignment, number of boxes sent and reviewing CCTV if necessary. This investigation will be completed within five working days of receiving an amended delivery note. Throughout the investigation we will remain in contact with you to answer any questions or queries you may have about your case.

Cancelling orders

If you’ve ordered something by mistake or just had a change of heart, then let us know. If the goods haven’t been dispatched, we’ll cancel the order and arrange a full refund. If the goods have been dispatched then we’ll pick them up and refund you minus the cost of picking them up and any opened goods no longer suitable for sale.

Please note that undamaged goods cannot be returned if they’ve been in your possession for more than 72 hours or if we’ve ordered the goods from a supplier especially for you.

Call to order

Whilst the majority of items on our website are suitable for delivery in small quantities via couriers some items are fragile and we have indicated these as ‘Call to order’ on the product page. When placing an order including these items, we recommend you buy the minimum quantity advised, this will allow us to dispatch your order on a secure pallet with confidence that it will arrive in good condition. If you wish to order a smaller quantity than recommended, it will be dispatched by a third-party courier at your own risk. Henley Bridge will not accept responsibility or liability for goods shipped in this method against our advice and we will not offer any refunds or replacements on ‘call to order’ products not dispatched on a pallet.

Damages

We’re very careful when storing, picking and packing your order. We also work closely with our transportation partners to ensure that everything reaches you in tip-top condition. On the rare occasion that something does go wrong though, we’ll make it right.

Just fill in our online form or call us (01273 476 721) within 48 hours of the delivery arriving and we’ll arrange a replacement or refund as you prefer. Please do not discard any damaged stock until you’ve spoken to a member of our team as we may need to arrange a collection to resolve the situation.

In order to report an incident of damage in your delivery, we require the following information:

• Your email address
• Your order number (you can find this on your order confirmation email)
• A photo of the damaged item(s)
• A photo of the product packaging
• A photo of the delivery packaging including the shipping label

You can notify us after 72 hours, but please note that at this point refunds and replacements are then at our discretion.

Deliveries

We offer next working day delivery as standard on all UK orders placed before 2pm (excluding Highlands and Islands). Delivery is free on orders over £150 and with orders between £50 and £150 the delivery and fulfilment is charged at £8. All orders must meet our minimum value of £50 before any discounts are applied.

There are some exclusions to this where we pass on courier and haulier delivery fees at cost and this might be a two-day service. In these cases, the delivery cost will be confirmed at checkout see exclusions here: https://hbingredients.co.uk/pages/delivery-charges

Please note that our deliveries are handled by third-party carriers. We strive to ensure that your order is delivered within one working day (Monday to Friday). However, due to circumstances beyond our control, there may be occasional delays. As we do not have direct control over the delivery process, we cannot accept liability for any late deliveries that may occur. We appreciate your understanding in this matter.

Failed delivery charge

In the unlikely event our third-party carriers are unable to deliver your consignment due to no one being available to receive it, a re-delivery charge may apply. This charge will be dependent on the terms and conditions imposed by the carrier, and Henley Bridge accept no responsibility or liability for this. In the event that this does happen, we will contact you to let you know.

Where re-deliveries are not rearranged and are returned to us, we will process a refund or a credit to your account, minus any transportation charges imposed by the third-party carrier, if you no longer require you’re order we will also apply a £8 handling fee.

If you still want your goods and would like to arrange a redelivery this will be charged at the third party carriers rate.

Technical and application advice

We have a team of experts at Henley Bridge who love to share application advice and technical information.  You’re very welcome to tap into their expertise so please do reach out to us if we can help.

Our team share their thoughts in the best of faith, but Henley Bridge accepts no liability for error or omission in the information provided, nor for any consequences which arise out of how this information is used by you.

What do I do if I’m unhappy about anything?

If anything is bothering you then please do get in touch by emailing (sales@hbingrients.co.uk) or by contacting our customer service team on (01273 476 721) and we’ll do everything we can to make things better. 

We reserve the right to change our terms and conditions at any time. The new version of the T&Cs will be posted on this website (www.hbingredients.co.uk) and will take effect immediately upon posting. If you use the website after the new terms and conditions have come into effect, you will be indicating your agreement to be bound by the new terms and conditions.

You can save and print these terms if you need to.

Nothing in these terms and conditions shall affect your statutory rights.

These terms and conditions were last updated on 02/04/2024.