Terms of service

 

TERMS OF BUSINESS

Where to find information about us and our products

You can find everything you need to know about us, Wilkin and Sons, and our products on our website before you order. 

Orders will be fulfilled by our licensed distributor Universal Product Solutions VAT 10949730 Company number GB380875857. 

Please be aware Universal Product Solutions will process your payment and may appear in your banking transaction list. We also confirm the key information to you in writing after you order either by email, or in your online account.

WHEN YOU BUY FROM US YOU ARE AGREEING THAT:

  • We only accept orders when we've checked them.
  • Sometimes we reject orders.
  • We charge you when you order or we accept your order
  • We pass on increases in VAT.
  • We're not responsible for delays outside our control.
  • Products can vary slightly from their pictures.
  • if you bought online, by mail or over the telephone you have a legal right to change your mind 
  • You can end an on-going contract.
  • You have rights if there is something wrong with your product.
  • We can change products and these terms.
  • We can suspend supply (and you have rights if we do).
  • We can withdraw products.
  • We can end our contract with you.
  • We don't compensate you for all losses caused by us or our products.
  • We use your personal data as set out in our privacy notice.
  • You have several options for resolving disputes with us.
  • Other important terms apply to our contract.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and we’ve accepted it 

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we can’t verify your age (where the product is age-restricted) because you are located outside the UK or our delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order 

However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods (rather than digital content or services), you will own it once we have received payment in full.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. 

As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: 01621 815407 Homedeliveries@tiptree.com to end the contract and receive a refund for any products you have paid for in advance, but not received.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or in our marketing its packaging may be slightly different. 

We charge you if you don’t give us information, we need

We charge you additional sums if you don’t give us information we’ve asked for about how we can access your property for delivery. For example, we might need to re-deliver on another vehicle or with extra manpower.

If you bought online, by mail or over the telephone have a legal right to change your mind 

Your legal right to change your mind. For most of our products bought online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Your legal rights

14 days to change your mind, online or telephone. You pay costs of return 

When you can’t change your mind. 

You can’t change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specifications or are clearly personalised
  • The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:
  • the day we deliver your product, If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
  • goods and services are worth £42 or less.

How to let us know. 

  • To let us know you want to change your mind, contact our Customer Service Team: 01621 815407 Homedeliveries@tiptree.com 
  • You must return the product at your own cost. If your product is goods, for example, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods.
  • send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, including our collection arrangements for goods which can’t be posted, see our Returns Process: or contact our Customer Service Team: 01621 815407 Homedeliveries@tiptree.com

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: 01621 815407 Homedeliveries@tiptree.com can advise you on whether we’re likely to reduce your refund.

When and how we refund you. If your product is a service, or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You can end an on-going contract

We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription to digital content or goods) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team: 01621 815407 Homedeliveries@tiptree.com

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team: 0800 3281749 complaints@tiptree.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. 

Summary of your key legal rights 

If your product is goods, for example, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.

If your product is digital content, for example, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

If your digital content is faulty, you’re entitled to a repair or a replacement.

If the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.

If you can show the fault has damaged your device and we haven’t used reasonable care and skill, you may be entitled to a repair or compensation

If your product is services, for example, the Consumer Rights Act 2015 says:

You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.

If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.

If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

We can change products and these terms

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements;
  • to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the product and;
  • to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.
  • Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team: 01621 815407 Homedeliveries@tiptree.comto end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but not received. 

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • where the product becomes out of stock
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product 
  • We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the product in any we adjust the price, so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than you can contact our Customer Service Team: 01621 815407 Homedeliveries@tiptree.com to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product, such as an ongoing service or a subscription for digital content or goods. We let you know at least in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation, or access that we need to provide the product, for example, providing access information for the delivery address 
  • we reserve the right to refuse to supply personalised good’s which breach our brand guidelines, for example those contain profanity or derogatory terms
  • you don’t, within a reasonable time, allow us to deliver the product (unless the product is made to your specifications or is clearly personalised) we treat your order as cancelled and refund the purchase price; We don’t compensate you for all losses caused by us or our products
  • We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control
  • Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
  • A business Loss: Our liability for any loss you suffer in connection with your trade, business, craft, or profession is limited, as described in Wilkin & Sons Commercial Terms

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice

You have several options for resolving disputes with us

Our Customer Service Team: for product issues please contact 0800 3281749 complaints@tiptree.com. For delivery or order issues please cont01621 815407 Homedeliveries@tiptree.com and they will do their best to resolve any problems you have with us or our products. 

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.

If you’re unhappy with the transfer you can contact our Customer Service Team: 01621 815407 Homedeliveries@tiptree.com to end the contract within 10 working days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. We may not 

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

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TERMS OF SERVICE.

TERMS & CONDITIONS OF USE OF WEBSITE 


Welcome to Wilkin & Sons Ltd Terms and Conditions for the use of www.tiptree.com. The tiptree.com site is provided for your own personal use and by using this website you are bound to these terms and conditions and our privacy policy.


1. Intellectual Property


The content of the tiptree.com site is protected by copyright, trademarks, database, and other intellectual property rights. You may retrieve and display the content of the tiptree.com site on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy, or distribute or use for commercial purposes any of the materials or content on the tiptree.com site without written permission from Wilkin & Sons Ltd.


2. Links to this Web Site


Those wishing to place a link to the tiptree.com site on other sites may do so, only after obtaining prior permission from Wilkin & Sons Ltd and only to the home page of the site www.tiptree.com.


3. Use of Communications Facilities


3.1 If you wish to make an enquiry via the tiptree.com site we will be happy to assist you however we ask that when using the enquiry form you do so in accordance with the following rules:


3.1.1 Unlawful, harassing, libellous, defamatory, racially offensive, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material or language must not be used.


3.1.2 It is advised that submissions are made using English as we may be unable to respond to enquiries submitted in any other languages.


3.1.3 Users must not impersonate other people.


3.1.4 Our System must not be used for unauthorised mass-communication such as "spam" or "junk mail".


3.2 You acknowledge that Wilkin & Sons Ltd reserves the right to monitor any and all communications made to us using our System.


4. Accounts


4.1 When purchasing goods from us you are giving permission for us to create an account. This account will contain certain personal details and payment information which may vary based upon a user’s use of the site. Details of what we do with your data are contained in our privacy policy which you can find on our website.


4.2 If you have reason to believe that your account details have been obtained by another without consent, you should contact Wilkin & Sons Ltd immediately so we can take the appropriate action required. 


5. Termination and Cancellation


5.1 Either Wilkin & Sons Ltd or a user may terminate an account. If Wilkin & Sons Ltd terminates the users account, they will be notified by email and an explanation for the termination will be provided.


5.2 If Wilkin & Sons Ltd terminates an account, any current or pending purchases on your account will be cancelled and will not be despatched.


5.3 Wilkin & Sons Ltd reserves the right to cancel purchases without stating reasons, for any reason prior to processing payment and despatch.


5.4 If purchases are cancelled for any reason prior to despatch purchasers will be refunded any monies paid in relation to those purchases.


5.5 If a user terminates their account, any non-despatched purchases will be cancelled, and a full refund of any monies paid in relation to those purchases will be paid through the payment method used when the goods were purchased.


 

6. Property, Risk and Account of Profits


6.1 Goods ordered via the order forms on the www.tiptree.com website will not pass to the purchaser until the full purchase price for those goods has been received by Wilkin & Sons Ltd. The goods will remain with Wilkin & Sons Ltd until payment is complete.

 

7. Disclaimers


7.1 The tiptree.com site is provided without any warranties or guarantees. You must bear the risks associated with the use of the Internet.


7.2 To the full extent allowed by applicable law, you agree that we will not be liable to you or any third party for any consequential or incidental damages or any other indirect, special, or punitive damages whatsoever that arise out of or are related to the use of the tiptree.com site.


8. Changes to the Service and these Terms and Conditions


Wilkin & Sons Ltd reserves the right to change the Web Site, its Content or these Terms and Conditions at any time. Users and purchasers will be bound by any changes to the terms and conditions from the first time that the web site is used by them following the changes.


9. Availability of the Web Site


9.1 Although Wilkin & Sons Ltd aims to offer you the best service possible when using tiptree.com we offer you no promise that the services will meet your requirements. We cannot guarantee that the service will be fault free. If a fault occurs in the service, you should report it to us by email at homedeliveries@tiptree.com and we will attempt to correct the fault as soon as we reasonably can.


9.2 On occasion access to the tiptree.com site may be restricted due to repairs or maintenance. We will attempt to restore the service as soon as we reasonably can.


10. Previous Terms and Conditions


In the event of any conflict between these Terms and Conditions and any prior versions thereof, the provisions of these Terms and Conditions shall prevail unless it is expressly stated otherwise.


11. Notices


All notices / communications shall be given to us either by post to our premises (see address above) or by email to homedeliveries@tiptree.com


12. Law and Jurisdiction


These terms and conditions and the relationship between you and Wilkin & Sons Ltd shall be governed by and construed in accordance with the Law of England and Wales. Wilkin & Sons Ltd and you agree to submit to the exclusive jurisdiction of the Courts of England and Wales.



13. Tiptree Tea Room & Shop Gift Cards


Tiptree Gift Card Vouchers are redeemable at participating Tiptree locations, these are:

  • Tiptree Tea Room & Jam Shop, Tiptree
  • The Lock, Heybridge Basin
  • The Essex Rose, Dedham
  • The Barns, Cressing Temple
  • Bond Street, Chelmsford
  • Barleylands, Billericay
  • The Courtyard, Saffron Walden


Monetary £ value gift cards:

These gift cards can be used as full or part payment for goods or services at any participating Tiptree Tea Room/shop only. This gift card is not for resale and cannot be exchanged for cash. Any remaining balance on the card may be applied to future purchases. Wilkin and Sons Ltd. are unable to replace or reimburse any value if the gift card is lost, stolen, or defaced in any way. The card and balance will expire 24 months from issue. This card cannot be used for purchases at www.tiptree.com.


Cream Tea, Afternoon Tea, Sparkling Afternoon Tea gift cards:

These gift cards may be exchanged for either an Afternoon Tea, Cream Tea or Sparkling Afternoon Tea for two people or used to purchase products or services of a higher or equal value of an Afternoon Tea, Cream Tea or Sparkling Afternoon Tea for two people at the prevailing menu price in any participating Tiptree Tea Room/shop only. This gift card is not for resale and cannot be exchanged for cash. Wilkin and Sons Ltd. are unable to replace or reimburse any value if the gift card is lost, stolen or defaced in any way. The card and balance will expire 24 months from issue. This card cannot be used for purchases at www.tiptree.com.


14. Purchasing Alcohol


As part of our product range, we offer some alcoholic products, therefore the minimum age to purchase these types of products is 18 years old. It is an offence to purchase or attempt to purchase alcohol under the Licensing Act of 2003 if you are under the age of 18.


Company Registration


Wilkin & Sons Ltd is a company registered in England and Wales. Registered number: 26233

Registered Office: Wilkin & Sons Limited, Trewlands Farm, Tiptree, Colchester, Essex. CO5 0RF


 

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