Last updated: 01/06/2026

These Terms and Conditions apply to all orders placed with Love Beer through our website, by telephone, by email, through an approved sales representative, through a trade account, or through any other authorised sales channel.

By placing an order, creating an account, using our website, or purchasing from us, you agree to these Terms and Conditions.

Please read these Terms carefully before placing an order. Nothing in these Terms affects your statutory rights.

1. About Us

Love Beer is operated by IKOU Ltd, trading as Love Beer.

Our details are:

Trading name: Love Beer

In these Terms, “Love Beer”, “we”, “us” and “our” mean Love Beer and/or [Company Name]. “You” and “your” mean the customer placing an order or using our website.

2. Age-Restricted Products

We sell alcohol and other age-restricted products.

By placing an order with us, you confirm that:

you are 18 years old or over;
the person receiving the delivery is 18 years old or over;
you are legally permitted to buy alcohol in the UK;
you will not purchase alcohol on behalf of anyone under 18; and
you will not supply alcohol purchased from us to anyone under 18.

As beer is a licensed product, the person receiving the order must be present to accept delivery, sign for it, and may be asked to provide valid photo ID if they appear under 25. We cannot deliver to anyone under 18.

We and/or our courier may refuse delivery if suitable age verification cannot be completed. We may also cancel or refuse orders where we reasonably believe that the order has been placed by, or is intended for, someone under 18.

3. Use of Our Website

You agree to use our website lawfully and responsibly.

You must not:

use our website for any unlawful, fraudulent or harmful purpose;
attempt to interfere with the operation, security or availability of the website;
attempt to gain unauthorised access to any account, system or data;
copy, scrape, reproduce or commercially exploit website content without our written permission;
submit false, misleading or inaccurate information;
place orders using another person’s payment details without permission; or
use our website in a way that may damage Love Beer, our customers, our suppliers or our service providers.

We may suspend or restrict access to our website where we reasonably believe there has been misuse, fraud, attempted fraud, unlawful activity, or a breach of these Terms.

4. Products and Services

We sell products and services including, but not limited to:

draught beer kegs;
beer and other drinks;
bar equipment;
machines;
taps, fonts, couplers, regulators and fittings;
beer lines, gas lines and accessories;
food and snacks;
event and venue supply;
trade supply;
Draught Club Pro membership benefits; and
other related products and services.

Some products are heavy, pressurised, chilled, perishable, fragile, age-restricted or require specific storage, handling, dispensing equipment, couplers, gas, cleaning, installation or technical knowledge.

You are responsible for checking before ordering that the products are suitable for your intended use, including keg type, keg size, coupler compatibility, dispense equipment compatibility, storage requirements, delivery date, access requirements and any relevant food, drink, allergen or alcohol information.

Product descriptions, images, pricing, availability, alcohol content, best-before information, specifications and delivery options are provided in good faith. Images are for illustration only and packaging, branding, colour, design or specification may vary.

If you are unsure whether a product is suitable, please contact us before placing your order.

5. Orders

All orders must be placed through our website, an approved sales representative, or another authorised sales channel.

When you place an order, you are making an offer to buy the products in your basket or order form. Your order is accepted when we confirm acceptance, dispatch the goods, or otherwise confirm that the order will be fulfilled.

We may refuse, cancel or amend an order where reasonable, including where:

the product is unavailable;
there is an obvious pricing, stock or description error;
payment is not authorised or is later reversed;
we suspect fraud, misuse or unlawful activity;
age verification cannot be completed;
delivery cannot reasonably be made to the address provided;
the order breaches these Terms;
the order breaches licensing or legal requirements;
you have provided incomplete or inaccurate information; or
we are unable to fulfil the order for reasons outside our reasonable control.

If we cannot fulfil your order, we will notify you as soon as reasonably possible and offer an alternative product, credit, or refund where appropriate.

6. Payments and Prices

Payment must be made in full at the time of purchase unless we have agreed trade credit terms with you in writing.

We accept [Payment Methods] and any other payment methods shown at checkout.

All prices are shown in pounds sterling unless stated otherwise. Prices may include or exclude VAT depending on the type of customer, sales channel or account status. The total price, including applicable VAT and delivery charges, will be shown at checkout before you complete your order.

Prices are subject to change at any time. The price you pay is the price displayed at checkout when you place your order, unless there is an obvious pricing error.

If there is an obvious pricing error, we may cancel the order, refund any payment made, and invite you to place a new order at the correct price.

Promotional codes, discounts, offers, free delivery benefits, membership benefits and trade pricing are subject to availability, eligibility and any terms stated at the time of offer.

7. Customer Accounts

You may be able to create a customer account on our website.

You are responsible for:

providing accurate account information;
keeping your login details secure;
updating your details when they change;
checking your order history and delivery information; and
all activity carried out through your account.

You must contact us promptly if you believe your account has been accessed without permission.

We may suspend or close an account where we reasonably believe it has been used fraudulently, unlawfully, abusively, or in breach of these Terms.

8. Trade Accounts and Business Customers

We supply homes, bars, businesses, festivals, venues, events, weddings and temporary venues across the UK.

If you are buying as a trade customer, wholesale customer, hospitality venue, event operator, reseller, office, company, partnership, organisation, or for any commercial purpose, your order will be treated as a business-to-business purchase.

Trade customers and business customers may be subject to additional trade terms, account terms, credit terms, delivery arrangements, minimum order values, eligibility rules and pricing structures.

Business customers do not have the same automatic change-of-mind cancellation rights as consumer customers. The usual 14-day online cancellation right applies to consumer purchases and does not generally apply to business purchases.

If you are applying for a Beer Wholesale Trade Account, please use: [Trade Account Application URL]

Where there is a conflict between these Terms and any written trade agreement with us, the written trade agreement will apply to the extent of the conflict, unless the law requires otherwise.

Trade customers are responsible for ensuring they hold any licences, permissions, training, insurance, premises approvals or consents needed to store, sell, dispense, supply or serve alcohol.

9. Draught Club Pro

If you are a Draught Club Pro member, your membership benefits may include delivery benefits, discounts or other account features on eligible orders.

Draught Club Pro benefits apply only where stated and only to eligible products, eligible orders and eligible delivery locations.

Membership benefits may be subject to additional terms, including [Draught Club Pro Terms URL].

If your membership ends, is suspended, is cancelled, or is not active at the time of ordering, membership benefits may not apply.

10. Delivery and Shipping

10.1 Delivery Areas

We deliver draught beer kegs and bar equipment across the UK, including homes, venues, businesses, event locations, weddings and temporary venues.

Delivery availability, delivery methods and delivery charges may vary depending on product type, location, order size, order value, courier availability and checkout options.

10.2 Dispatch Days

Kegs and orders are dispatched Monday to Thursday to ensure safe and reliable delivery.

We are unable to deliver on Saturdays or Sundays.

10.3 Standard Delivery

Our standard delivery time is 4–10 working days across the UK.

Standard delivery times may vary depending on courier capacity, product availability, location, access issues, weather, public holidays, operational issues, or circumstances beyond our reasonable control.

10.4 Next Working Day Delivery

If you need your order sooner, you can upgrade to Next Working Day Delivery where this option is available at checkout.

Next Working Day Delivery is available on eligible orders only and is subject to cut-off times, dispatch availability, courier availability, product availability and delivery location.

If you need your order for a specific date, please select a dispatch date for the day before you need your goods and choose next day delivery. Please note that we are unable to deliver on Saturdays or Sundays.

Draught Club Pro members and Trade Account customers may receive next day delivery as standard on eligible orders.

10.5 Delivery Charges

Delivery charges are calculated at checkout and may vary by order size and type.

Standard Delivery:

Orders under £50: £9.99
Under £100: £7.99
Orders £100+: Free

Keg Delivery:

Standard keg delivery: £39.95 total for up to 5 kegs
Free standard keg delivery on 6+ keg orders

Express Options:

Next day delivery: £14.95 extra per order
DraughtClub Pro and Trade Customers get free next day delivery on eligible orders

Where a delivery price shown at checkout differs from a general price stated on our website, the checkout price will apply before you place the order.

10.6 Couriers and Tracking

We use UPS and/or other third-party courier providers for deliveries.

Once your order has been dispatched, we will send tracking information so you can follow your delivery. You may also be able to view tracking information by logging into your account.

Once goods are in transit, courier tracking information may be the most accurate source of delivery updates. If there are any delays with your order, we will keep you updated where reasonably possible and work to resolve the issue as quickly as possible.

10.7 Delivery Acceptance

All deliveries containing alcohol must be accepted by an adult aged 18 or over.

The recipient may be required to sign for the delivery and provide valid photo ID if they appear under 25.

We cannot deliver alcohol to anyone under 18.

We cannot guarantee delivery to unattended locations, safe places, neighbours, reception areas or other locations where age verification cannot be completed.

10.8 Missed, Refused or Failed Deliveries

You are responsible for making sure someone aged 18 or over is available to accept delivery.

If you are not available to receive your delivery, it may be taken to a local depot, where we can help arrange an alternative delivery date.

A small charge may apply for next day deliveries that cannot be completed because no one is available to accept the parcel.

If a delivery is refused, missed, or cannot be completed because no-one is available to accept it, we may deduct courier, failed delivery, return, storage or handling costs from any refund or credit due, where permitted by law.

10.9 Events and Time-Sensitive Orders

We regularly deliver draught beer kegs and bar equipment to events, weddings and temporary venues across the UK.

For event orders, you are responsible for checking delivery dates, access arrangements, storage requirements, equipment compatibility and staffing arrangements before placing your order.

We recommend choosing a delivery option that allows enough time before your event for delivery, inspection, chilling, storage, setup and resolving any issues.

We are not responsible for event losses, venue losses, lost profit, lost business, customer compensation, event cancellation or consequential losses caused by delivery delays, except where the law says otherwise.

11. Cancellations and Amendments

If you wish to cancel or amend an order before dispatch, please contact us as soon as possible.

Orders cannot always be cancelled or amended once they have been dispatched, packed, allocated, specially ordered, personalised, made to order, or handed to a courier.

If your order is already in transit when you change your mind, we may not be able to stop delivery. In that case, please follow the applicable Refunds & Returns Policy.

Nothing in this section affects your statutory rights.

12. Storage, Handling and Customer Responsibilities

You are responsible for checking, storing, handling and using products safely and correctly after delivery.

For kegs and draught products, this includes checking:

keg type;
keg size;
best-before information where relevant;
coupler compatibility;
dispense equipment compatibility;
gas compatibility;
delivery dates;
access requirements;
storage requirements; and
suitability for your intended use.

Kegs are heavy, pressurised and need to be handled, transported and stored carefully.

You must not misuse kegs, tapping equipment, dispense equipment, gas cylinders, regulators, couplers, beer lines, electrical equipment or any other equipment supplied by us.

We are not responsible for issues caused by incorrect storage, misuse, incorrect setup, incompatible equipment, failure to follow instructions, unauthorised modification, accidental damage, unsafe handling, or failure to check product suitability before purchase.

13. Faults, Damage and Inspection on Delivery

Please inspect your order as soon as it arrives.

If an item arrives damaged, faulty, incorrect, incomplete, or not as described, please contact us as soon as possible and provide evidence where requested, such as photographs, videos, batch codes, best-before dates, serial numbers, packaging photographs or courier notes.

Where possible, issues should be reported within 24 hours of delivery so that we can raise the matter quickly with the courier, warehouse or supplier.

This does not affect your statutory rights.

Please do not dispose of, tap, empty, install, use, consume, repair, alter or return any item unless we have agreed this with you.

14. Refunds and Returns

Our refunds and returns rules depend on the product type and whether you are buying as a consumer or as a business customer.

For keg purchases, the following Refunds & Returns Policy applies.

Refunds & Returns Policy – Kegs

Kegs are specialist products. They are heavy, pressurised, and need to be handled, transported and stored carefully. For this reason, all keg returns must be agreed with us before anything is sent back.

Nothing in this policy affects your statutory rights.

This policy applies to keg purchases from Love Beer. Separate terms may apply to equipment hire, machines, accessories, food, snacks and other non-keg products.

1. Consumer Customers

If you are buying as an individual for personal use, your order will usually be treated as a consumer purchase.

Consumer customers may have the right to cancel an online order within 14 days of receiving the goods, unless a legal exemption applies.

If you return a keg because you have changed your mind, you may be responsible for the return cost.

Faulty, damaged, incorrect or not-as-described items will always be dealt with in line with your legal rights.

2. Change of Mind Returns

If you change your mind after receiving a keg, you must contact us within 14 days of delivery. You must then return the keg within 14 days of telling us you want to cancel.

To be accepted for a change-of-mind return, the keg must be:

unopened;
unused;
untapped;
in its original condition;
stored correctly after delivery;
suitable for resale; and
returned using a courier or collection method agreed by us.
Please do not send a keg back without contacting us first. Because kegs are heavy and pressurised, returns need to be arranged properly.

Where we arrange the return collection, a £46 collection fee will apply. This will either need to be paid before collection or deducted from your refund.

If your keg is already in transit when you change your mind, we may not be able to stop the delivery. In that case, please accept the delivery where possible, store the keg safely, and contact us straight away.

If a delivery is refused, missed, or cannot be completed because no-one is available to accept it, we may deduct any courier, failed delivery, return, storage or handling costs from your refund, where permitted by law.

Once the keg has been returned and inspected, we will process any refund due to the original payment method.

For valid consumer change-of-mind returns, we will refund the product price and standard outbound delivery cost where required by law. If you paid extra for express, next-day or upgraded delivery, we will only refund the standard delivery cost where required.

We may reduce the refund if the keg has been opened, tapped, used, damaged, stored incorrectly, or handled more than necessary to inspect it.

3. Kegs That Cannot Be Returned for Change of Mind

We cannot accept change-of-mind returns where the keg has been:

opened;
tapped;
used;
damaged after delivery;
stored incorrectly;
specially ordered;
personalised;
supplied as a short-dated or clearance item;
supplied as a perishable product unsuitable for resale; or
made unsuitable for resale for health, safety, quality or handling reasons.
Please check your order carefully before placing it. This includes checking the keg type, coupler type, delivery date, equipment compatibility and storage requirements.

If you are unsure about anything, please contact us before ordering.

4. Faulty, Damaged, Incorrect or Not-as-Described Kegs

If your keg arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible.

Where possible, we ask that you report any issue within 24 hours of delivery. This helps us raise the matter quickly with the courier, warehouse or supplier.

This does not affect your statutory rights.

When reporting an issue, please provide:

your order number;
clear photographs of the keg;
photographs of any packaging damage;
a description of the issue; and
any relevant batch, best-before or keg markings.
Please do not dispose of, tap, empty, return, or attempt to repair the keg unless we have agreed this with you.

Where a keg is faulty, damaged, incorrect, or not as described, we will provide the remedy required by law. This may include a replacement, repair, refund, partial refund, or another appropriate solution depending on the circumstances.

The £46 change-of-mind collection fee will not apply where the return is due to our error, courier damage, or the product being faulty or not as described.

5. Delivery Delays

We work hard to meet our delivery timeframes, but deliveries are handled by third-party couriers and delays can occasionally happen.

We do not offer full order refunds solely because of courier delays, access issues, missed delivery attempts, or no-one being available to accept delivery, unless a legal right to cancel or refund applies.

If you paid for upgraded delivery and that upgraded service was not fulfilled, we may refund the delivery upgrade where appropriate.

You are responsible for making sure someone is available to accept delivery and that the keg is stored safely and correctly once delivered.

6. Trade Customers / Business Purchases

If you are buying as a trade customer, wholesale customer, hospitality venue, event operator, reseller, office, company, partnership, organisation, or for any commercial purpose, your order will be treated as a business-to-business purchase.

Business customers do not have the same automatic change-of-mind cancellation rights as consumer customers. The usual 14-day online cancellation right applies to consumer purchases and does not generally apply to business purchases.

For trade customers, returns are only accepted where:

the keg is faulty;
the keg is damaged on arrival;
the keg is materially not as described;
the wrong product has been supplied; or
we have agreed the return in writing.
We do not accept trade returns for:

change of mind;
over-ordering;
customer cancellation;
event cancellation;
incorrect product selection;
incorrect keg, coupler or dispense compatibility;
lack of storage space;
failure to arrange staff or access for delivery;
missed delivery attempts; or
stock management issues.
Where we accept a trade return as a gesture of goodwill, the keg must be:

unopened;
unused;
untapped;
correctly stored;
in its original condition; and
suitable for resale.
Where we arrange a trade return collection for a non-fault return, a £46 collection fee will apply.

Additional charges may also apply for:

failed collections;
refused deliveries;
inaccessible locations;
damaged goods;
storage;
restocking;
specialist handling; or
pallet courier charges.
If a trade customer refuses delivery after dispatch, fails to accept delivery, or asks to cancel once goods are already in transit, we may deduct all reasonable courier, return, storage, restocking and administration costs from any refund or credit due.

Trade customers must inspect all goods as soon as they arrive. Any damage, shortage, fault or discrepancy should be reported as soon as possible, ideally within 24 hours of delivery, with clear photographic evidence.

Failure to inspect goods promptly or provide reasonable evidence may affect our ability to offer a refund, replacement, credit or courier claim, unless the issue could not reasonably have been identified on delivery.

Nothing in this section excludes or limits our liability where goods are faulty, damaged, incorrect, or not as described.

7. Refund Processing

Where a refund is approved, it will be processed to the original payment method.

For consumer change-of-mind returns, refunds will normally be processed within 14 days of us receiving the returned keg, or receiving evidence that it has been returned, where required by law.

For trade customers, refunds or credits will be processed in line with our trade terms and any written agreement between us.

8. Before Ordering

Please check your order carefully before completing your purchase.

This includes checking:

keg type;
keg size;
best-before information where relevant;
coupler compatibility;
dispense equipment compatibility;
delivery dates;
access requirements;
storage requirements; and
suitability for your intended use.
If you are unsure about anything, please contact our team before placing your order.

9. Acceptance of Terms

By completing your purchase, you confirm that you have read and accepted this Refunds & Returns Policy.

Nothing in this policy affects your statutory rights.

How to Request a Refund

If you believe there is a problem with your order, please complete our refund request form as soon as possible and include all relevant details, along with photographs where applicable. This helps us review the issue quickly and resolve it as efficiently as possible.

Submitting a refund request does not automatically mean a refund will be issued. Each request will be reviewed in line with our Refunds & Returns Policy, the condition of the goods, the evidence provided, and your statutory rights.

Where an item is confirmed to be faulty, damaged, incorrect or not as described, we will offer the appropriate remedy. This may include a replacement, repair, refund, partial refund, store credit, or another suitable resolution depending on the circumstances.

For change-of-mind returns, the item must meet the return conditions set out in this policy and any applicable collection or return charges may be deducted from the refund due.

How Long Do Refunds Take?

Once a refund has been approved, it will usually be processed back to your original payment method within 5–14 working days.

The exact timing may depend on:

your bank or card provider;
the original payment method used;
whether the item needs to be returned and inspected first;
whether we need further information from you; and
whether a courier, warehouse or supplier investigation is required.
For returned items, we will normally process the refund once the goods have been received and checked, or once we have received satisfactory evidence that the item has been returned, where applicable.

Please note that once we have issued the refund, it may take additional time for your bank, card provider or payment processor to show the funds in your account.

Nothing in this section affects your statutory rights.

15. Equipment, Accessories, Food, Snacks and Non-Keg Products

Separate refund, return, hire, warranty, installation or use terms may apply to:

equipment hire;
machines;
accessories;
bar equipment;
taps;
fonts;
couplers;
regulators;
gas equipment;
cleaning equipment;
food;
snacks;
non-keg drinks;
short-dated products;
clearance products;
custom products; and
any other non-keg products or services.

Where separate product-specific terms apply, those terms will form part of your agreement with us.

If there is any conflict between these general Terms and a product-specific refunds, returns, hire or warranty policy, the product-specific policy will apply for that product, unless the law requires otherwise.

16. Product Safety, Dispense Equipment and Compatibility

You are responsible for ensuring that all kegs, drinks, couplers, gas, lines, regulators, taps, machines and other dispense equipment are compatible with your setup before ordering.

You must follow all product instructions, safety guidance, storage guidance, cleaning guidance, equipment manuals and manufacturer instructions.

We are not responsible for faults, poor performance, loss of product, damaged equipment, wasted beer, injury, property damage or other issues caused by:

incorrect coupler selection;
incorrect gas selection or pressure;
incorrect installation;
incorrect storage;
failure to chill or store products correctly;
failure to clean equipment;
misuse;
unsafe handling;
use with incompatible products;
accidental damage;
unauthorised repairs or modifications;
using products outside their intended purpose; or
failure to follow instructions.

Nothing in this section limits our liability where it cannot legally be limited.

17. Allergens, Ingredients and Product Information

Product information is provided in good faith based on information available from producers, suppliers and manufacturers.

You are responsible for checking product labels and product information before purchase and before consumption, including:

allergens;
ingredients;
alcohol content;
dietary suitability;
pack size;
flavour;
storage requirements;
best-before or use-by information; and
suitability for your intended use.

If you have an allergy, intolerance or dietary requirement, please check the product label before consuming the product and contact us before ordering if you are unsure.

18. Intellectual Property

All website content, including text, images, graphics, branding, logos, layout, product descriptions, photographs, videos, icons, design and software, belongs to us or our licensors unless stated otherwise.

You may use our website for personal or business purchasing purposes only.

You must not copy, reproduce, modify, distribute, publish, sell, license, scrape, extract, commercially exploit or use our content without our prior written permission, except where permitted by law.

All trademarks, trade names and brand names remain the property of their respective owners.

19. Website Accuracy and Availability

We take reasonable care to keep our website accurate, available and secure.

However, we do not guarantee that:

the website will always be available;
the website will be uninterrupted or error-free;
product information will always be complete or up to date;
stock information will always be accurate in real time;
images will exactly match the products supplied;
delivery estimates will always be met;
third-party links will remain available; or
technical errors will not occur.

We may update, suspend, withdraw, restrict or change any part of the website at any time.

We are not responsible for loss or damage caused by website downtime, technical issues, third-party systems, payment provider issues, courier systems, or events outside our reasonable control, except where the law says otherwise.

20. Privacy and Data Protection

We will handle your personal information in accordance with our Privacy Policy.

Our Privacy Policy explains how we collect, use, store and share personal information, including information used for orders, delivery, age verification, account management, marketing, customer service, payment processing, fraud prevention and legal compliance.

Please read our Privacy Policy here: [Privacy Policy URL]

We may also use cookies and similar technologies. Please read our Cookie Policy here: [Cookie Policy URL]

21. Third-Party Services and Links

Our website, checkout, payments, delivery, tracking, email, marketing, age verification and other services may use third-party providers.

We are not responsible for third-party websites, platforms, payment providers, courier portals, tracking pages, content or services that we do not control.

Any third-party links are provided for convenience only.

22. Promotions, Discounts and Offers

Promotions, discounts, voucher codes, free delivery offers, membership benefits and trade offers are subject to availability and eligibility.

Unless stated otherwise, promotions:

cannot be exchanged for cash;
cannot be used retrospectively;
cannot be combined with other offers;
may be limited to certain products, dates, accounts or delivery areas;
may be withdrawn or amended at any time; and
may be subject to minimum spend or order requirements.

If a promotion has been applied incorrectly, fraudulently or in breach of its terms, we may cancel the discount, cancel the order, request payment of the correct amount, or refuse future use of the promotion.

23. Liability

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so.

This includes liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
breach of your statutory rights where they cannot legally be excluded or limited; and
any other liability that cannot legally be excluded or limited.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for business losses suffered by consumers, including loss of profit, loss of business, business interruption or loss of business opportunity.

If you are a business customer, subject to the paragraph above, we will not be liable for:

loss of profit;
loss of sales;
loss of revenue;
loss of business;
loss of goodwill;
loss of contracts;
loss of anticipated savings;
business interruption;
event cancellation losses;
venue losses;
customer compensation;
loss arising from over-ordering or incorrect product selection;
indirect losses; or
consequential losses.

For business customers, our total liability arising out of or in connection with an order will not exceed the amount paid by you for the products giving rise to the claim, unless the law requires otherwise or we have agreed otherwise in writing.

You are responsible for any loss, damage, claim or cost caused by your misuse of products, incorrect storage, unsafe handling, failure to follow instructions, breach of these Terms, or unlawful use of our products.

24. Events Outside Our Reasonable Control

We are not responsible for any delay, failure or inability to perform our obligations where this is caused by events outside our reasonable control.

This may include:

courier disruption;
warehouse disruption;
supplier disruption;
stock shortages;
weather;
traffic;
accidents;
fire;
flood;
strike or industrial action;
public holidays;
epidemics or pandemics;
government action;
licensing restrictions;
technical failures;
payment provider failures;
cyber incidents;
power outages;
fuel shortages;
transport disruption; or
any other circumstances outside our reasonable control.

Where an event outside our reasonable control affects your order, we will contact you as soon as reasonably possible and take reasonable steps to reduce the impact.

25. Complaints and Customer Service

If you have a question, complaint, refund request or delivery issue, please contact us using the details below:

Email: [Email Address]
Telephone: [Telephone Number]
Refund request form: [Refund Request Form URL]
Address: [Company Address]

Please include your order number, contact details and a clear description of the issue.

For damaged, faulty, incorrect or not-as-described goods, please include photographs and any relevant packaging, batch, best-before, serial number, courier or delivery information.

26. Changes to These Terms

We may update these Terms from time to time.

The Terms that apply to your order will usually be the Terms in force at the time you place that order, unless the law requires otherwise or we agree otherwise with you in writing.

Updated Terms will apply to future orders and future use of our website.

You should review these Terms before placing each order.

27. Transfer of Rights

We may transfer our rights and obligations under these Terms to another organisation, provided this does not materially affect your rights.

You may not transfer your rights or obligations under these Terms to anyone else without our written permission, unless the law allows otherwise.

28. Severance

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue in full force and effect.

29. No Waiver

If we do not immediately enforce any part of these Terms, this does not mean we have waived our right to enforce it later.

30. Entire Agreement

These Terms, together with any applicable product-specific terms, trade terms, membership terms, refund policies, return policies, privacy policy, order confirmation and written agreement between us, form the agreement between you and us.

For business customers, you acknowledge that you have not relied on any statement, promise or representation not set out in the written agreement between us, except where the law says otherwise.

31. Governing Law and Jurisdiction

These Terms are governed by the laws of [Country/Jurisdiction].

If you are a consumer, you may have mandatory legal rights in the country where you live, and nothing in these Terms affects those rights.

Any disputes will be dealt with by the courts of [Country/Jurisdiction], unless the law gives you the right to bring or defend proceedings elsewhere.