Flava.co.uk Terms & Conditions
1. SUMMARY OF KEY TERMS AND CONDITIONS
- These Terms are legally binding so please consider them carefully before placing Your Order. The Agreement will become binding on the first payment date you select when placing your order with us.
If You breach the Agreement:
- You can terminate the Agreement with Us during a 14-day cooling off period. Please refer to clause 8.1 to see how this works.
- You have various obligations under these Terms. Please refer to the full obligations set out in this agreement below.
2. DEFINED TERMS
2.1 Why you should read them. Please read these terms and conditions carefully before you submit your order to us. These terms and conditions tell you who we are, how we will provide goods to you, how you and we may change or end the agreement, what to do if there is a problem and other important information. If you think that there is a mistake in these terms and conditions, please contact us to discuss the same.
3. INFORMATION ABOUT US AND HOW TO CONTACT US
3.1 Who we are. We are Flava Supermarket Limited, a company registered at Retford Enterprise, Randall Way, Retford, England, DN22 7GR. Our company registration number is 11850196.
3.2 How to contact us. You can contact us by:
3.2.1 in writing via post to Flava Supermarket Ltd - Retford Enterprise, Randall Way, Retford, England, DN22 7GR; or
3.2.2 in writing via email to customerservices@flava.co.uk
3.2.3 by telephone on 01909 499492;
3.2.4 4 by using our model cancellation form which can be found here: https://flava.co.uk/contact.php
3.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
3.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
4. OUR AGREEMENT WITH YOU
4.1 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the goods. This might be because the goods are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the goods or because we are unable to meet a delivery deadline you have specified.
4.2 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4.3 We only sell to the UK save Northern Ireland, Scottish Highlands, Scottish Islands & the channel islands. Our website is solely for the promotion of goods in the UK save Northern Ireland, Scottish Highlands, Scottish Islands & the channel islands. Unfortunately, we do not accept orders from outside the UK..
5. OUR GOODS
5.1 Goods may vary slightly from their pictures. The images of the goods on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the goods. Your goods may vary slightly from those images.
5.2 Packaging may vary. The packaging of the goods may vary from that shown in images on our website.
6. PRICE AND PAYMENT
6.1 Where to find the price for the goods. The price of the goods (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the goods advised to you is correct. However please see clause 6.2 for what happens if we discover an error in the price of the goods you order.
6.2 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the goods’ correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the goods’ correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the agreement, refund you any sums you have paid and terminate the agreement between us.
6.3 How you must pay. We only accept payment for goods by way of Debit or Credit Card from the details that you provide when making your application with us. You can cancel your CPA with us by contacting your Bank or by contacting us via the following means:
- in writing via post to Flava Supermarket Ltd - Retford Enterprise, Randall Way, Retford, England, DN22 7GR; or
- in writing via email to customerservices@flava.co.uk
- by telephone on 01909 499492;
- by using our model cancellation form which can be found here: https://flava.co.uk/contact.php
6.4 If You instruct Your bank or credit card company to claw back any payments made to Us, We reserve the right to charge You an amount equal to the fee charged to Us by Your bank or credit card company for initiating the claw back.
7. PROVIDING THE GOODS
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website during the checkout process.
7.2 When we will provide the goods. Your goods will be dispatched 3-5 business days after we have received your payment as chosen by you during the ordering process.
7.3 We are not responsible for delays outside our control. If our supply of the goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the agreement and receive a refund for any goods you have paid for but not received.
7.4 If you are not at home when the goods are delivered. If no one is available at your address to take delivery and the goods, we will leave you a note informing you of how to rearrange delivery or collect the goods from a local depot.
7.5 If you do not re-arrange delivery. If you do not collect the goods from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the agreement with you.
7.6 When you become responsible for the goods. The goods will be your responsibility from the time the goods are delivered to the address you gave us.
7.7 When you own goods. The ownership of the goods will transfer to you once we have received the initial payment for the goods.
7.8 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the goods to you, including, for example, your name, address and other contact details. This information will be requested at the time you place your order. If you give us incomplete or incorrect information, we may either end the agreement (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the goods late if this is caused by you not giving us complete and correct information we need within a reasonable time of us asking for it
7.9 Reasons we may suspend the supply of goods to you. We may have to suspend the supply of the goods to you:
7.9.1 to deal with technical problems or make minor technical changes; or
7.9.2 as a result of any changes in relevant laws and regulatory requirements.
7.10 You are required to inform us of any issues regarding your delivery within 14 days, with 14 days beginning on the day after you receive the goods from us.
8. YOUR RIGHTS TO END THE AGREEMENT
8.1 Exercising your right to change your mind (Consumer Contracts Regulations 2013). You are entitled to cancel the contract pursuant to Part 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 at any time within the first 14-days of the agreement start date (agreement start date being the day after on which you receive your goods from us). Should you wish to terminate the agreement in accordance with this clause, you can do so by contacting our customer services team in any of the ways set out in clause 3. A list of these contact methods is again shown below
- in writing via post to Flava Supermarket Ltd - Retford Enterprise, Randall Way, Retford, England, DN22 7GR
; or
- in writing via email to customerservices@flava.co.uk
- by telephone on 01909 499492;
- by using our model cancellation form which can be found here: https://flava.co.uk/contact.php
8.2 Ending the agreement because of something we have done or are going to do. If you are ending a agreement for a reason set out in clauses 8.2.1 to 8.2.3 below the agreement will end immediately and we will refund you in full for any goods which have not been supplied. The reasons are
8.2.1 we have told you about an error in the price or description of the goods you have ordered and you do not wish to proceed;
8.2.2 there is a risk that supply of the goods may be significantly delayed because of events outside our control; or
8.4 If what you have bought is damaged or misdescribed you may have a legal right to end the agreement or to get the goods replaced or to get some or all of your money back as set out in this clause 9.2.1:
8.4.1 How to tell us about problems. If you have any questions or complaints about the goods, please contact us. You can telephone our customer service team using the contact details set out in clause 3.
8.4.2 Information about your legal rights. We are under a legal duty to supply goods that are in conformity with this agreement. Nothing in these terms and conditions will affect your legal rights. However, please note that these rights are subject to certain exceptions. For detailed information as to your rights please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
9. ENDING THE AGREEMENT WITH US
9.1 Tell us you want to end the agreement. If you wish to exercise your right to end the agreement in accordance with clause 8.1, please let us know by doing one of the following:
9.1.1 Email. Email us at customerservices@flava.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.1.2 Online. Complete the cancellation form on our website via: https://flava.co.uk/contact.php
9.2 When we will pay the costs of return. We will pay the costs of return:
9.2.1 if the goods are damaged or misdescribed.
9.2.2 an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.3 What we charge for collection. If you are responsible for the costs of return and we are collecting the goods from you, we will charge you the direct cost to us of collection.
9.4 How we will refund you. We will refund you the price you paid for the goods including delivery costs, by the method you used for payment.
9.5 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
9.5.1 if we have not offered to collect the goods, your refund will be made within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us; or
9.5.2 in all other cases, your refund will be made within 7 days of your telling us you have changed your mind.
9.5.3 should you end the agreement with us under your 14-day cancellation period then you must return our goods in full at your own cost in a new and unused condition in order to be eligible for any refund and to end the agreement with us
10. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
10.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this agreement, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the agreement was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process
10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods as summarised for defective goods under the Consumer Protection Act 1987.
10.3 We are not liable for business losses. We only supply the goods for domestic and private use. If you use the goods for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11. HOW WE MAY USE YOUR PERSONAL INFORMATION
11.1 How we may use your personal information. We will only collect, use and store your personal information in accordance with our privacy notice, which can be found here: https://flava.co.uk/privacy.php
12. ZERO TOLERANCE OF UNACCEPTABLE BEHAVIOUR
12.1 Violence, aggression, threatening behaviour or abuse whether written (including email and text or other message communication) verbal, physical, psychological, online on social media or in any other form and whether actual threatened or perceived towards Our employees, consultants, agents, representatives or property (Unacceptable Behaviour) will not be tolerated. To ensure that all employees, consultants, agents and representatives have the confidence that We will deal with all instances of violence, aggression, threatening behaviour and abuse in a robust manner, We have adopted a zero tolerance approach to protect them because their safety and security is of vital importance to Us.
12.2 Where We reasonably believe that Unacceptable Behaviour has been perpetrated, caused, allowed or enabled by You or by someone on Your behalf then We have the right at Our sole discretion and with immediate effect to:
12.2.1 issue a written warning after which if any other incident of Unacceptable Behaviour is perpetrated, caused, allowed or enabled by You or by someone on Your behalf then We may take any other action set out in this clause 17; or
12.2.2 suspend the supply of the goods to you; or
12.2.3 terminate the Agreement.
12.3 For the avoidance of doubt, if We reasonably believe the Unacceptable Behaviour is sufficiently serious, We reserve the right at Our sole discretion to take either of the actions specified in clause 14.2.2 or clause 14.2.3 without having issued You with a written warning.
12.4 Regardless of any other action taken by Us under this clause 12, We reserve the right to refer any incident of Unacceptable Behaviour to the Police or any other appropriate law enforcement agency.
13. COMPLAINTS
13.1 We aim to provide You with an unrivalled customer experience around the clock. We hope that You will never have a reason to be unhappy about any aspect of Our supply of the goods to you. However, Our customer services team is dedicated to helping You reach a resolution of any issue and so if You are not satisfied You should contact them straight away using one of the methods of communication set out in clause 3.
13.2 We will always work hard to resolve any complaint within one Business Day although there may be times where a more detailed investigation is required in which case We aim to resolve Your complaint within five Business Days. In any situation where You feel Your complaint has not been resolved in full You can ask for it to be escalated to a supervisor or manager above the customer services team. If there is nobody available at the time Our customer services team will arrange a call back for You.
13.3 If You are still not happy, You should send Your complaint in writing directly to Our Head of Operations at the following address: Flava Supermarket Ltd - Retford Enterprise, Randall Way, Retford, England, DN22 7GR
. Please ensure that You include any reference numbers that You have been provided with, the full details of Your complaint and Your resolution requirements. We aim to resolve all written complaints within 10 Business Days and will contact You directly with the results of any internal investigations and conclusions.
13.4 You will also be able to get independent advice at any time by visiting Your local Citizens Advice Bureau or by calling them on 08454 040506.
13.5 Whilst We are more than happy to work with independent parties to help resolve any grievance that You may have, We would always request that You follow the process above and contact Us first so that We can resolve Your issue efficiently, with minimal disruption and inconvenience to Yourself.
14. REFUNDS AGAINST FREE/ PROMOTIONAL ITEMS
14.1 It is at our discretion to issue a refund or replacement for any free/ promotional items the user has ordered.
15. ADHOC (NON Flava Benefits) AMAZON VOUCHER TERMS AND CONDITIONS
15.1 To qualify for your £10 Amazon Voucher you must successfully complete all payments of your new order or pay your order in full on check out.
15.2 Only orders that are placed on or before the 28th May and fully paid before the 26th July 2021 will qualify.
15.3 No cash alternatives will be offered.
15.4 Offer ends 26th July 2021
16. ADHOC (NON Flava Benefits) St. Patricks Day Prize Giveaway TERMS AND CONDITIONS
16.1 Only orders that are placed on the 17th March 2022 and successfully pay their first payment will be eligible for a chance to win £100
16.2 The winner will be selected at random
16.3 The £100 will be shipped together with the winners order.
17. ADHOC (NON Flava Benefits) Win an XBOX Series X TERMS AND CONDITIONS
17.1 To qualify for your chance to win an an XBOX Series X you must successfully place an order with us and made at least 1 payment to their order on or before 11:59am on 30/09/2022
17.2 Only orders that are placed on or before the 11:59am on 30/09/2022 will qualify for an entry into the prize draw.
17.3 No cash alternatives will be offered.
17.4 In the event of unforeseen circumstances beyond The Promoter’s reasonable control, the promoter reserves the right to cancel, terminate, modify or suspend the competition or these terms and conditions, either in whole or in part, with or without notice.
17.5 The winner will be selected at random
17.6 The XBOX Series X will be shipped to the winner once they've fully paid off all their payments against their order
17.7 The name, address, email address and phone number of the winner must be provided to The Promoter if requested
17.8 The winner’s name and social media username may be posted on the social media profiles of The Promotor after the winner has been selected.
When a customer places an order of greater value than £60 1 free ticket is automatically added to there basket.
When a customer places an order of greater value than £80 10 free ticket is automatically added to there basket.
When a customer places an order of greater value than £120 50 free ticket is automatically added to there basket.
When a customer places an order of greater value than £180 100 free ticket is automatically added to there basket.
18. ADHOC (NON Flava Benefits) Win a £1000 Flava Home Gift Card
18.1 To qualify for your chance to win a £1000 Flava Home Gift Card you must successfully place an order, with an order value equal to or greater than £100 with us, and made at least 1 payment to their order on or before 11:59am on 15/12/2022
18.2 Only orders that are placed on or before the 11:59am on 15/12/2022 will qualify for an entry into the prize draw.
18.3 No cash alternatives will be offered.
18.4 In the event of unforeseen circumstances beyond The Promoter’s reasonable control, the promoter reserves the right to cancel, terminate, modify or suspend the competition or these terms and conditions, either in whole or in part, with or without notice.
18.5 The winner will be selected at random
18.6 The £1000 Flava Home Gift Card will be emailed to the winner once they've fully paid off all their payments against their order
18.7 The name, address, email address and phone number of the winner must be provided to The Promoter if requested
18.8 The winner’s name and social media username may be posted on the social media profiles of The Promotor after the winner has been selected.
18.9 When a customer places an order with an order value or £100 or greater then 1 free ticket will be automatically added to there basket
18.10 The "£1000 Flava Home Gift Card" refers to One (1) £1000 Voucher to be redeemed at flavahome.co.uk
19. ADHOC (NON Flava Benefits) FREE PROMOTIONAL ITEMS:
19.1 Only orders that are above the minimum spend specified on the promotional marketing messages will be eligible.
19.2 Only orders that are placed within a 24 hour period of the promotional marketing being sent will be eligible.
19.3 Offer available while stocks last. We have the right to withdraw or change the FREE promotional item to an alternative item.
19.4 Credit terms are subject to status
19.5 Unless stated, the voucher code displayed on the promotional marketing material mush be applied at the checkout to be eligable for the free promotional item
19.5 Only one promotion can be applied per order
19.6 Free Promotional items will be dispached with your order upon first payment
19.7 It is at our discretion to issue a refund or replacement for any free/ promotional items the user has ordered.
FLAVA BENEFITS TERMS AND CONDITIONS
ELIGIBILITY TO ENTER
1. This monthly prize draw is open to entrants over 18 years of age. (Flava Supermarket Ltd staff members are excluded from the draw).
2. By entering the prize draw, you confirm that you are eligible to do so and eligible to claim any prize you may win.
HOW TO ENTER
3. The prize draw will include all new and existing members who have successfully made their membership payment by 4pm on the day of the prize draw.
4. Entries after that time and date will not be included in that prize draw, and instead included in the following prize draws.
5. To enter the prize draw simply become a Flava Benefits Member via our website: https://flava.co.uk
OR
Submit 1 postal entry for free by post to: Flava Supermarket Ltd - Retford Enterprise, Randall Way, Retford, England, DN22 7GR
7. Flava Supermarket Ltd will not accept responsibility if contact details provided are incomplete or inaccurate.
8. Membership is charged at £29.99 per month upon sign up, and your membership is renewed at £14.99 on the anniversary of each month thereafter unless your membership is cancelled by you.
HOW TO CANCEL
9 - Membership can be cancelled by: Calling us on: 01909 499492 Emailing us at: customerservices@flava.co.uk Live chat on our website: www.flava.co.uk
10. Membership entries that have been debited and entered into the current monthly prize draws are unable to be cancelled or refunded after that point.
11. Future entries prior to any debit are able to be cancelled, therefore you will not be debited or entered into the next prize draw and your membership will be cancelled immediately.
THE PRIZES
12. The prize draws will take place on the last working day of the month at 5pm.
13. The Flava Benefits Membership Prizes are as follows:
- The ‘Cash Prize’ will be a Tax-Free Cash sum of upto £100 or
- The ‘Win Your Order for Free’ Prize will be a complete refund of any monies paid towards your order and your account being marked as paid in full, or
- The ‘Win an extra £250 to spend on tech Prize will be access to place a new order with the Flava Supermarket ltd up to the value of £250 completely free.
- The ‘WIN Branded Tech & Gadgets’ - The Branded Tech and Gadgets will consist of a item that is available on our website (https://flavahome.co.uk/), the item will get randomly selected
14. Whilst you are an active Flava Benefits Member, we will also provide the following inclusive benefits to you completely free of charge:
- Free Shipping on your order.
- Flava Benefits exclusive access to higher value products.
- 10% order discount for a ‘refer a friend’ reward.
15. The prize winners will be drawn completely at random by Flava Supermarket Ltd.
16. The prizes are non-exchangeable and non-transferable.
17. We reserve the right to substitute prizes with another prize of equal or higher value if circumstances beyond our control make it necessary to do so.
18. Flava Supermarket Ltd reserves the right to postpone any prize draw to a nearby date (within 4 weeks). As a result of us doing so, we will notify you via email prior to that scheduled prize draw date, whereby your entry will be automatically included in the next prize draw, or offered a full refund for your entry.
19. The decision of Flava Supermarket Ltd regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it.
WINNER ANNOUNCEMENT
19. The winner will be notified after the draw via the email to the email address provided during membership or postal registration.
20. Flava Supermarket Ltd will attempt to contact the winner by email three times.
21. If the winner does not respond to the emails notifying them of their win within 14 days of the second email, they will lose their right to the prize, and Flava Supermarket Ltd reserves the right to choose and notify a new winner.
RECEIPT OF THE PRIZES
22. Please allow up to 30 working days for delivery of the prize.
23. The prize will be delivered by Flava Supermarket.
24. Flava Supermarket Ltd will deliver your prize to your chosen address, or transfer the prize via BACS to your chosen bank account.
25. Flava Supermarket Ltd accepts no responsibility if the bank details you provide to us are incorrect for any reason.
DATA PROTECTION AND PUBLICITY
26. You consent to any personal information you provide in entering the prize draw being used by Flava Supermarket Ltd for the purposes of administering the prize draw, and for those purposes as defined within our privacy notice.
27. All entrants may apply for details of the winning participant by contacting us at customerservices@flava.co.uk
28. The winner agrees to the release of their first name and county to any other prize draw participants if requested via Flava Supermarket Ltd.
29. An announcement of the winners first name and county may be made via our Flava Supermarket Ltd website.
30. Should you agree to a video call with us, a recording of this call may be posted on the Flava Supermarket website.
31. All personal information shall be used in accordance with our Flava Supermarket Privacy Notice.
LIMITATION OF LIABILITY
32. Flava Supermarket Ltd does not accept any liability for any damage, loss, injury or disappointment suffered by any entrants as a result of either participating in the prize draw or being selected for a prize.
33. Flava Supermarket Ltd does not provide any form of practical or IT support for this prize. On receipt, all responsibilities relating to warranty and the product are that of the prize winner.
GENERAL
34. Flava Supermarket Ltd reserves the right to cancel the prize draw or amend these terms and conditions at any time, without prior notice.
35. The prize draw and these terms and conditions will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
36. We reserve the right to withdraw our decision to award a prize to any winner if, in our sole discretion, the winner's actions or conduct may cause harm to our company, its reputation, or otherwise negatively impact our business operations.
These Terms were last updated on 7th November 2023 and are the copyright of Flava Supermarket Limited.
