General Terms and Conditions of Sales

1.General

a)Please read this section carefully before using our website and making a purchase.
b)By using the orientaldelightnorwich.co.uk website you agree to and accept the Terms and Conditions laid out here, in our Privacy Policy, Shipping Details, Payment Methods, Refund & Returns Policy page.
c)We may make amendments to these Terms and Conditions and so you are advised to check these prior to placing an order and making a purchase. If you continue to use this website after any changes have been made, this equates to you accepting to such changes.
d)If you do not accept any of our Terms & Conditions, Privacy Policy, and our Shipping Details, Payment Methods, and Refund & Returns Policy, please do not continue to use this website.
e)In these Terms and Conditions “we”, “the Seller”, “this website”, “us”, “our”, and “Oriental Delight (Norwich)” means Pentaluck Ltd and Pentaluck Limited T/A Oriental Delight (Norwich); “the Buyer”, “the Customer” means the party ordering Goods; “Goods”, “the item” means the items ordered (including any instalment of Goods or any part of them), which the Seller are to supply in accordance with these Terms and Conditions of the Contract for the purchase and sale of Goods.
f)These Terms and Conditions shall apply to all purchases and transactions made on this website from the Buyer are accepted subject thereto.
g)We reserve the right to make any changes to the content of this website at any time. We make no representations, warranties, or guarantees that the contents of this website are free from errors or omissions.
h)Any of the Terms and Provisions of the Buyer’s order or any Terms and Conditions of the purchase used by the Buyer received at any time in which are inconsistent with these Terms and Conditions shall not apply and shall not be binding on the Seller.
i)Any reference in these Terms and Conditions to any provision of a statute shall be construed as a reference to the provision as amended, re-enacted, or extended at the relevant time.
j)If you violate these Terms and Conditions and no action is taken against you, we will still be entitled to exercise our rights and remedies in any other situation where you have violated these Terms and Conditions.
k)We will not be responsible to any breach of these Terms and Conditions where it is caused by circumstances beyond our control. Your statutory rights are not affected by these Terms and Conditions.

2.Customer Registration

a) To place an order you do not have to register with us. You may place an order as a guest; however, registration is recommended.
b) To register as a customer, you must:
i.be over the age of 18
ii.be able to provide your details as requested
iii.be able to provide payments details accepted by us
iv.provide a valid UK address for delivery

3.Customer Safety

a)Please keep your username and password confidential. You will be responsible for all transactions processed through your account.
b)If you believe your account has been misused by a third party, please contact us immediately.
c)We reserve the right to reject a customer’s registration, cancel/suspend/disable an existing customer account at any time without notice to you and at our discretion.
d)If at any point you would like to close your account, please write to us at 1 Whiffler Road, Norwich, Norfolk, NR3 2AG.
e)Please refer to the Privacy Policy for further details.

4.Customer Location Classification

a)Where your delivery postal code is NR1, NR2, NR3, you will be classed as a local delivery customer.
b)Local customer deliveries will be made by our own transport team. Any order outside of these postal codes will be made by a third-party courier.
c)Please refer to the Shipping Details page for further information.

5.Product Information

a)All information provided on this website is for general information only and to enhance your shopping experience.
b)All product details including the product image(s), but not limited to, are for information purposes only. All product information including the product image(s) may not be up to date due to change of packaging from time to time.
Although we will make reasonable efforts to update any relevant product details and images, we cannot guarantee its full accuracy and completeness; therefore, the information provided here does not substitute the need for you to read the product packaging and label prior to use.
c)We do not accept responsibility for any loss, damage or expenses resulting from the use of this information.

6.Product Availability

a)If an item is not available, it will normally be labelled as “Out of Stock”, or it may be removed from the website.
b)If we are unable to supply you with an item, we cannot be held legally responsible to you. You will be updated with a revised order prior to dispatch, your original payment will be withdrawn, and you will be prompted to make a new payment for the reduced amount.
c)At times, due to goods supply difficulties, we may have to set a restriction on how many units an item may be sold per order. This is to also ensure where possible availability to as many customers as possible.
d)Fresh and Frozen items are currently only available to local customers, those with a delivery postcode beginning with NR1, NR2, and NR3. If your delivery address falls out of this and you have placed an order including these items, they will be cancelled. You will receive a revised order confirmation that will reflect this, and your original payment will be withdrawn. Please respond to the order confirmation and where required, make a new payment for the new amount due. We will not be able to dispatch your order until this is complete.
e)Pentaluck Limited T/A Oriental Delight (Norwich) cannot be held legally responsible for any delays in dispatching the order if it is caused by difficulties in obtaining confirmation from you.
f)You may contact us to make changes prior to the point of dispatch.
g)If you would like to make any changes after your order has been dispatched, this can only be done via our returns process. Please refer to the Returns Page for further details.
h)We reserve the right to withdraw a product from sale at any time.

7.Substituting Option

a)We provide the option to substitute products where they may be unavailable/out of stock. If you would like this service, please tick the relevant box upon checkout.
b)If you opt for this, we will try to substitute the out-of-stock item with something similar.
c)Where substituted products are of a different price to the originally ordered item, we will charge the lower value of the two.
d)If there is no appropriate substitute, we may contact you to confirm how you wish to proceed. We will not be liable for any delays in the dispatch of your order if there are difficulties or delays in receiving your response.

8.Amendments to an Order

For any changes to an order, due to stock unavailability etc, we will withdraw your original payment, send you a revised order and request for a new payment to reflect the amended amount.

9.Product Pricing

a)All our prices are displayed in Pound Sterling £ (GBP) including VAT where this is chargeable.
b)We reserve the right to change the prices on the website at any time without notice to you.
c)The prices stated on the website are not an offer to sell.
d)A formal contract to deliver goods to you is only formed upon us accepting your order and dispatching your order.
e)We endeavour to ensure that the prices displayed are correct when your order is placed. If this is not the case, where possible we will try to cover the difference, however if the price change results in us having to amend/update it on your order that has yet to be dispatched, we will notify you as soon as possible. In such scenario, you will be given the following options:
i.Accept the price update and place a new order to reflect the adjusted price
ii.Cancel the item with the amended price
iii.Cancel the whole order.
f)If you choose option one or option two, you will receive a revised order confirmation that will reflect this, and your original payment will be withdrawn. Please respond to the order confirmation and where required, make a new payment for the new amount due. We will not be able to dispatch your order until this is complete.
g)Pentaluck Limited T/A Oriental Delight (Norwich) cannot be held legally responsible for any delays in dispatching the order if it is caused by difficulties in obtaining confirmation from you.
h)All prices displayed on the website are VAT inclusive and does not include delivery charges or any other charges. Delivery and other charges will be calculated upon checkout.

10.Circumstances of Good

a)Fresh Goods, Meat, and Seafood
i.All FRESH Goods, Meat, and Seafood will only be available to local delivery customers as defined in 4. Customer Location Classification. Where available to order and within delivery mileage, such goods must be checked for by the Buyer before the delivery driver leaves your premises.
ii.Once checked, the Buyer agrees that the FRESH Goods, Meat, and/or Seafood are in the satisfactory condition; the Seller shall not accept returns, exchanges, or be responsible for such Goods once checked by the Buyer.
iii.It is the Buyer’s responsibility to keep Goods in their original appropriate condition once the Buyer has accepted delivery of these from the Seller.
iv.If the Buyer finds that the FRESH Goods, Meat, and/or Seafood is not acceptable at the point of delivery, the Buyer may refuse to accept it and return it immediately to the driver. We will contact you to arrange for a refund as exchanges are not an option.
v.Buyers should be aware that there are no perfectly FRESH Meats, Seafood or Goods.
b)Frozen Goods, Dim Sum, and Dumplings
i.All FROZEN Goods, Dim Sum, and Dumplings will only be available to local delivery customers as defined in 4. Customer Location Classification.
ii.All Goods categorised as FROZEN Goods, Dim Sum, and Dumplings must be checked by the Buyer before the delivery driver leaves your premises.
iii.Once checked, the Buyer agrees that the FROZEN Goods, Dim Sum, and Dumplings are in satisfactory condition; the Seller shall not accept returns, exchanges, or be responsible for such Goods.
iv.It is the Buyer’s responsibility to keep Goods in their original appropriate condition once the Buyer has accepted delivery of these from the Seller.
v.If the Buyer finds that the FROZEN Goods, Dim Sum, and Dumplings is not acceptable at the point of delivery, the buyer may refuse to accept it and return it immediately to the driver. We will contact you to arrange for a refund as exchanges are not an option.
c)Product Use by Dates and Returns
i.If the Seller unintentionally sells Goods past the use by / best before date, the Seller will accept returns or exchanges for such Goods. If a Buyer attempts to return Goods past its use by / best before date but was sold within its use by / best before date, the Seller shall not be responsible and shall not accept returns or exchange.
d)These Terms and Conditions do not affect your statutory rights.

11.Your Contract with Us

Placing an order on the website does not equate to us accepting your order. A contract will only be formed upon the dispatch of your order. When a contract is formed, it is subject to the laws of England.

12.Cancelling an Order

We accept order cancellations if it has not been dispatched. If the order has been dispatched, then unfortunately we will not be able to cancel it as this means it is in the hands of the courier. You will have to accept the order on delivery and contact us to arrange for a refund of the Goods minus the original Shipping Costs. The actual refund process may take up to 30 days after the receipt of your returned parcel. If you would like to cancel an order, please call us on 01603 485 590. The cost of the return will be paid by the customer. It’s the responsibility of the customer to ensure that any goods being returned are well packaged and received by the Seller in a re-saleable condition. Please refer to 13. How to Return an Item for further details.

13.Delivery

a)Delivery times or dates quoted by the Seller (if any) are estimates only and whilst the Seller will use its reasonable endeavours to meet such times or dates, the Seller will not be liable for any delay in delivery howsoever caused (even if caused or contributed to by the negligence of the Seller, its employees, or agents) and the Seller will not be liable for any loss of use, loss of profits, or any other consequential loss or damage whatsoever arising from such delay.
b)Further delivery details including delivery costs can be found on our “Shipping Details” page.
c)We do not accept orders outside of the UK.

14.After Delivery

a)Returns After Delivery – Changing Your Mind (Non-Faulty Items)
i.Changing your mind – you are entitled to change your mind and cancel your order for any reason within 14 calendar days. This does not apply to perishable goods such Fresh Goods, Meats, and Seafood, Frozen Goods, Dim Sum, and Dumplings.
ii.You must ensure that you notify us within the 14 calendar days and ensure that the Good(s) will reach us within the 14 days after you have notified us.
iii.The cost for the return will be covered by you, the Customer for Goods which are not damaged, faulty, or mis-described. We will only refund the cost of the Goods upon safe receipt of it, the Customer will need to pack it appropriately to ensure that the product will not be damaged in transit.
b)Claims for Damage or Shortage
i.For all local customers, the driver will allow enough time for you to check all your goods. Once checked, you acknowledge that the order has been fulfilled and is accepted.
ii.For non-local customers, all Goods must be inspected by the Buyer on receipt and any shortage or damages must be reported to the Seller within 48 hours, otherwise the Goods will be deemed to have been accepted by the Buyer.
iii.For approved missing/damaged Goods delivered to a local customer, the item will be replaced on the next delivery day.
iv.For approved missing/damaged Goods delivered by third party couriers, in the event of it being proved to the Seller’s satisfaction the Goods supplied were missing or damaged or that the Goods were not in accordance with the contract, then we will compensate (by means of refund, replacement, or price reduction) the Buyer to the extent of the value of the goods but subject to the following conditions:
①.The Buyer notifies the Seller missing/damaged item within 48 hours of receipt
②.The Seller shall have the opportunity to inspect the damaged goods
③.The Buyer shall return the damaged Goods back to us
④.All final decisions are made at the discretion of Oriental Delight (Norwich)

15.How to Return an Item

a)You can return items to us by following these steps:
i.Call us on 01603 485 590 to notify us that you would like to make a return or send us an email at [email protected]
ii.Once we approve of the return, post the item(s) together with a copy of your invoice/delivery note which you received, indicating the item(s) you are returning and send to the following address: Oriental Delight (Norwich), 1-3 Whiffler Road, Norwich, Norfolk NR3 2AG
b)You are welcome to bring the item(s) back to us in store with the accompanying invoice.
c)If you are posting the item(s) back to us, please ensure that it is well packaged to ensure that the item is not at risk of damage during transit. We will not be responsible for any damage made during transit, which may affect your return/exchange.
d)We also recommend that you obtain a proof of postage, or tracking for all returns made to us

16.Payment

All orders made online must be paid for online via our payment platform using an appropriate card. We do not accept cash or cheques for orders made online.

17.Website Availability

At times we may need to do maintenance on the orientaldelightnorwich.co.uk website. This is to ensure that you get the best service possible. There may also be times where the website may be down due to reasons beyond our control. During these times, it will not be possible to place orders online, however we will endeavour to bring the website back up as soon as possible. If during the time the website is down and there are any enquiries you would like to make, please do not hesitate to call us on 01603 485 590 or email us at: [email protected] Pentaluck Ltd and Pentaluck Ltd T/A Oriental Delight (Norwich) will not be liable for any loss, damage or expenses resulting from the unavailability of the website.

18.Security

All links to external websites on this website are for your convenience only. We do not accept responsibility for any loss, damage, or expenses resulting from the use of these links, nor do we accept responsibility for any of its contents.

19.Copyright

a)All contents on the orientaldelightnorwich.co.uk website is subject to copyright. You may not use, copy, or publish any materials obtained from this website without prior written consent from Pentaluck Limited.
b)If it is found that you have used such materials without consent, we reserve the right to take any necessary actions to cover any losses or expenses incurred as a result.

 

20.Contact Us

a)If you have any problems with your order or require any advice on a product, we are always happy to help. Please contact us by:
i.Calling: 01603 485 590 between 9:30am-6pm Monday to Friday
ii.Email: [email protected]
iii.via Facebook https://www.facebook.com/OrientalDelightNorwich/

21.Company Information

www.orientaldelightnorwich.co.uk is owned and operated by Pentaluck Limited whose registered office is:
19 Avery Gardens,
Gants Hill, Ilford,
Essex
IG2 6UJ
United Kingdom
Email: [email protected]
Telephone: 0208 988 3800 6am-2pm Monday – Friday
Our Norwich Store address is:
1 Whiffler Road,
Norwich, Norfolk
NR3 2AG
Email: [email protected]
Telephone: 01603 485 590 between 9:30am-6pm Monday to Friday

22.Governing Law

a)The construction, validity, and performance of these Terms and Conditions is governed by English law and the parties accept the jurisdiction of the English Courts.
b)The headings in these Terms and Conditions are for convenience only and shall not affect their interpretation.
c)If any part of this Terms and Conditions is deemed invalid or voice or for any reason unenforceable, it will not affect the validity of the remaining Terms and Conditions.