Delivery & Returns
INTRODUCTION
Throughout the site, the terms “we”, “us” and “our” refer to Tropical Sun Foods. The term “you” refers to the service user. The term “service” refers to our provision of the Tropical Sun Foods website (www.tropicalsunfoods.com), including but not limited to the sales of Tropical Sun products. The terms “Terms & Conditions” and “Terms” refer to terms under which the service user uses the service.
By visiting our site and/ or purchasing a product from us, you engage in our service and agree to be bound by our Terms & Conditions including those additional terms and conditions referenced herein.
Prior to reading the Delivery & Returns information below, please consult our Terms & Conditions.
ORDERS
Details relating to the placing of product orders can be found on the Terms & Conditions page. The following information relates exclusively to the delivery of and return of products ordered.
PRODUCT UNAVAILABILITY
In the event that an ordered product has become unavailable, we will refund you the fee for that product.
In the event that the unavailable product is the only one that you ordered, or that all of your ordered products are unavailable, we will cancel and fully refund your order.
DELIVERY
We are presently only shipping to select destinations within the UK. This currently excludes the Channel Isles. Deliveries to these areas will be cancelled and refunded. Postcodes for the excluded areas are listed below.
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Delivery costs are determined by the total value of the order. Costs are made visible when you proceed to the Checkout, before you finalise your order.
UK DELIVERIES
Ordinarily, orders placed for delivery within the UK are sent out the next working day and are expected to arrive at their destination within 3-5 working days of being dispatched.UK delivery fees are as follows:
- Orders under £40: £5.50
- Orders over £40: £4.95
FULFILLMENT
Deliveries are sent via DPD UK and Evri UK.
CHANGES TO/ CANCELLATION OF DELIVERY
Once your order has been dispatched, we cannot change the delivery address or date, nor cancel the order.
RESPONSIBILITIES OF THE SERVICE USER
The service user must ensure that the delivery, contact and payment details they provide are correct and lawful, and that we are informed of any changes in these details at the earliest opportunity.
The service user must ensure there will be someone over the age of 18 years available to take delivery at the address provided, within the given delivery window, as a signature may be required to confirm the delivery. If there is no-one available, the service user gives permission for the courier to leave the package in an appropriate safe place (e.g. a porch), or with an appropriate third-party (e.g. a neighbour). In these cases, the service user is considered to have received the delivery and the transaction is completed, at which point, ownership of and responsibility for the delivery transfers to the service user.
In the event that the delivery cannot be left in a safe space or with a third-party, the delivery may be returned to sender, in which case, the service user will be liable for the delivery cost and a £5 return-to-sender fee.
When a delivery arrives, the service user should check the package contents before signing for it, or at least check the outer package does not show any signs of damage or having been opened/ tampered with. In the event that the package does show signs of damage or tampering, the service user should refuse the delivery and sign as ‘refused/ damaged'. The package will then be returned to us and we can undertake an assessment before sending out a replacement, issuing a refund or taking further action.
NON-DELIVERY/ MIS-DELIVERY
If, after the stated delivery period, you have not received your delivery, you must email us within 3 calendar days, or ideally sooner, to raise an investigation. Courier companies restrict the time available to make claims for reimbursement, and so we may not be able to provide replacement products and refunds after this period.
If, after the courier has attempted a delivery, the service user fails to arrange a re-delivery or collection from a depot and the delivery is returned to us, we will treat this the same as customers returning goods as unwanted/ mind changed (see below), and will refund the full purchase costs less the delivery fee and a £5 return-to-sender fee.
If non-delivery occurs due to customer error (e.g. the customer entered incorrect shipping details), we will provide a refund, minus the costs of delivery and a £5 return-to-sender fee.
RETURNS (GOODS UNWANTED/ MIND-CHANGED)
You may cancel your order within 7 calendar days from the day after you receive your delivery. You then have a further 7 calendar days to send the goods back to us.
Providing the goods are returned to us in a satisfactory state (unopened, undamaged, in original packaging), you will be refunded the full purchase costs less the delivery fee and a £5 return-to-sender fee.
In returning the goods, we advise that you use a trusted recorded delivery service to minimise the risk that the goods are damaged in transit, thus possibly affecting your rights to a refund.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which a customer can handle the goods is deemed the same as it would be if you were assessing them in-store.
Returns should be sent to the following address, and should include a printed copy of the order confirmation and a brief note explaining that you wish to make a return:
Tropical Sun Online Returns
Wanis International Foods
Golden House
Orient Way
Leyton
London
E10 7FE
UNITED KINGDOM
INCORRECT, MISSING OR DAMAGED GOODS
If, after accepting the parcel, you find you have received incorrect, missing or damaged goods, you must notify us within 1 calendar day to validate your claim.
DEFECTIVE/ DAMAGED GOODS
In the event that a delivery or an item within it is defective or damaged enough to compromise its use, please respond to the order confirmation email with details of the issue, including:
- Product information (product name, weight/ size etc)
- Description of damage (brief description)
- Photograph of damage (clear, unambiguous photograph of the damage for easy inspection)
Should we concur that the delivery is sufficiently defective or damaged, we will provide you with further options, ordinarily:
- A replacement product
- A refund (full or partial dependent on the details)
If you have purchased a Tropical Sun product from any source other than the Tropical Sun Foods website, e.g. from a high-street retailer, then you must return your defective/ damaged good directly to the retailer alongside your receipt of purchase.
SHORT DATED GOODS
In the event that you are sent a product that has less than 3 months until the Best Before End (BBE) date passes, then you can return the goods within 7 calendar days for a full refund.
