Our terms
Please read the following terms and conditions before you buy anything on our website and check that they do not contain anything to which you are not willing to agree.
1. These terms
These are the terms and conditions on which we supply products to you. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
Who we are. We are A TOUCH OF CAVIAR LTD a company registered in England and Wales, trading as Petrossian UK. Our company registration number is 10235446 and our registered office is at Unit 9, Rufus Business Centre, Ravensbury Terrace, London SW18 4RL. Our registered VAT number is 243220353.
How to contact us. You can contact us by telephoning our customer service team at +44 (0) 7759 003 523 or by writing to us at contact@petrossian.co.uk or the address above.
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. Our contract with you
How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock or for another reason.
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.
We only sell to the UK (excl. Northern Ireland, the Channel Islands & the Isle of Man). Our website is solely for the promotion of our products in the UK (excl. Northern Ireland, the Channel Islands & the Isle of Man). Unfortunately, we do not deliver to addresses outside the UK. For other delivery destinations:
- The website www.petrossian.com must be used for delivery destinations in the USA and Canada.
- The website www.petrossian.fr must be used for delivery destinations in the European Union (except UK and Belgium).
- The website www.petrossian.fr/be_fr/ must be used for delivery in Belgium.
- The website www.petrossian.fr/ch_en/ must be used for delivery in Switzerland.
- The Customer must contact our customer service team at +44 (0) 7759 003 523 or by writing to us at contact@petrossian.co.uk regarding other delivery destinations, because some countries apply special customs regulations or because of commercial representation agreements that may exist in certain regions
4. Our products
Products and packaging may vary. The images of the products 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 products. Your product may vary slightly from those images. The packaging of the product may vary from that shown in images on our website.
Information on our website. Without being exhaustive, the information on our website regarding the products is intended to inform you of the essential characteristics of the products. This information primarily replicates the information provided to us by the supplier or producer of the products, which information may be modified from time to time. It does not replace the information featuring on the product packaging, which alone shall have legal force, notably in the event of any food intolerance.
Use of products. You must use any products ordered from this website for your own personal use and may not resell any of our products, whether in part or in whole, to anyone else.
5. Your rights to make changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 7 below).
6. Providing the products
Delivery costs. The costs of delivery will be as displayed to you on our website.
When we will provide the products. We will use all reasonable efforts to deliver your order on the date selected by you when placing your order.
We are not responsible for delays outside our control. If our supply of the products is delayed by your actions or 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 contract and receive a refund for any products you have paid for but not received.
If you are not at home when the product is delivered. If no one is available at your address to take delivery, a note will be left for you informing you of how to rearrange delivery. Under no circumstances will we be responsible for any deterioration in product quality due to the late receipt of a delivery caused by your absence or the absence of the person delegated to receive delivery.
If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and you will not receive a refund.
When you become responsible for the products. The products will be your responsibility from the time we deliver the product to the address you gave us. As soon as the products are delivered by the carrier to the address stated in your order, you must check the condition of the products in the presence of the carrier and, in the event of any defect or missing items, write your reservations on the delivery note or refuse the products and notify us.
7. Your rights to end the contract
Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
- we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
- there is a risk that delivery of the products may be significantly delayed because of events outside our control;
- we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons; or
- you have a legal right to end the contract because of something we have done wrong.
Exercising your right to change your mind (Consumer Contracts Regulations 2013). For any dry, long-life products bought online you have a legal right to change your mind within 14 days and receive a refund. The products must be in its original packaging, unopened with seals intact and in its original condition. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
When you don't have the right to change your mind. You do not have a right to change your mind in respect of any fresh or perishable products, which includes all caviar, fish eggs and smoked fish. These products may be neither returned nor exchanged.
8. How to end the contract with us (including if you have changed your mind
Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
- Phone or email. Call customer services on +44 (0) 7759 003 523 or email us at contact@petrossian.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
- By post. Write to us at our address above, including details of what you bought, when you ordered or received it and your name and address.
Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at Unit A, Barwell Business Park, Leatherhead Rd, Chessington KT9 2NY or (if we ask) allow us to collect them from you. If you are exercising your right to change your mind, you must send off the goods within 14 days of telling us you wish to end the contract.
When we will pay the costs of return. We will pay the costs of return:
- if the products have a problem (see clause 9 below); or
- if you are ending the contract because we have told you of an upcoming change to the product or these terms, 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; or
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind, we may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. In addition, the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
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 your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
9. If there is a problem with the product
How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 07562 799 020 or write to us at contact@petrossian.co.uk or at our address above.
Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
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Summary of your key rights 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:
See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
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Your obligation to return rejected products. If you wish to exercise your legal rights under this section 9 to reject products you must post them back to us at Unit A, Barwell Business Park, Leatherhead Rd, Chessington KT9 2NY or (if we ask) allow us to collect them from you. We will pay the costs of postage or collection. The products must be returned with their original packaging.
Limitations. Notwithstanding the above, no return or replacement will be accepted after expiry of the expiration date stated on the product. Canned products must be stored in a cool and dry location. Perishable or semi-preserved products must be kept refrigerated at a temperature between 0C and +4C. We cannot guarantee the products will satisfy the particular taste preferences of any person consuming the products.
Price and payment.
Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order.
When you must pay and how you must pay. You must pay or your order as part of your submission of the order on our website. Payment will be made via Adyen. Adyen N.V. is a Dutch company registered at the Dutch Chamber of Commerce under number 34259528 and having its seat at Simon Carmiggeltstraat 6-50, 1011 DJ in Amsterdam, Netherlands. We will only prepare your order once your bank or credit card company has approved the payment via Adyen. Should payment be refused, your order will be automatically cancelled and you will be notified.
10. Our responsibility for loss or damage suffered by you;
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, 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 contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
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 products; and for defective products under the Consumer Protection Act 1987
We are not liable for business losses. We only supply the products for domestic and private use. If you use the products 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;
How we may use your personal information. We will only use your personal information as set out in our PRIVACY POLICY.
12. Other important terms;
Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law.
Disputes. In the event of any dispute, please contact in the first instance customer services on +44 (0) 7759 003 523 or email us at contact@petrossian.co.uk or write to us at our address above. You can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
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