Mouse and Grape Terms of Service We are Mouse and Grape Ltd, a company registered in England and Wales. Our company registration number is 13102651 and our registered office is at 118 – 120 Marsh Road Pinner HA5 5NA. We are not VAT registered. How to contact us: You can contact us by emailing us at info@mouseandgrape.co.uk 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. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not deliver to addresses outside the UK.
1. General
By using the Mouse & Grape website, you agree to be bound by the terms and conditions set out within it. Nothing in these terms and conditions affects your statutory rights as a consumer, or otherwise. Any liability under these terms and conditions cannot exceed the total price of your order. Mouse & Grape is not responsible for any business loss or damage which does not result directly from their actions, or that was unforeseeable at the time of ordering.
2. Placing An Order
When you place an order via our website, if accepted by us, results in a binding contract between us. By completing the checkout process on the Mouse & Grape website, you are also agreeing to all of our Terms and Conditions as presented on the website. Should we accept your order, you will be sent an email containing the details of your order. Once your order has been accepted, a contract has been formed, and payment will be taken. If, in the unlikely event, your order is not accepted, we will notify you via email of why this is the case, and no payment will be taken. It is your responsibility to check if all the information in the confirmation email is correct, and notify us immediately via email should there be any inaccuracies. We will not be liable for reimbursing you for the value of any goods which have perished or been damaged as a result of your failure to inform us of inaccurate information being listed on the confirmation email.
3. Cancelling Your Order
Under the UK’s Consumer Contracts Regulations, you have the right to cancel your entire order and receive a full refund, including for the original delivery charge, for up to fourteen days beginning from the day on which you receive the goods. This excludes perishable items such as cheese. However, if you email us as soon as possible, and your items have not yet been processed, we will endeavour to cancel your order and refund you without charge. In cases where the cheeses have already been cut this will not be possible. To exercise this right, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address. You must dispose of the cheese and then arrange to have the other goods returned to us at the above address. If we can collect the items from within our main delivery area (mainland England, Wales and Scotland, excluding the Highlands) we will arrange a courier free of charge on request. Outside that area, you will be liable for the cost of the return. You are required to take reasonable care of the goods while they are in your possession such that they are returned to us in a saleable condition. Your refund, minus the cost of the cheese, will be issued via your original payment method.
4. Cutting And Weights
All cheeses are cut to order by hand. As such, all weights referred to on the Mouse & Grape website are guidelines, and there may be some fluctuations around those guideline weights. We are unable to offer refunds for complaints arising from reasonable variations + or – 20g. However, we will always endeavour to deliver packages as close as possible to our guideline weights.
5. Product Description
The images of the products on our website are for illustrative purposes only. Products may vary slightly from their pictures. Although we have made every effort to display the colours accurately, we cannot guarantee that the online display of colours accurately reflects the actual colour of the products. We endeavour to include the requested bottles of wine, crackers, chutneys and cheeses listed in the product description and in the image. If any of the items are not available or out of stock due to circumstances outside of Mouse and Grape’s control, we will substitute a different item of equal or better quality in our opinion and also of equal acclaim item with pairing notes. Some of the Mouse and Grape promotional images feature items not included in the box such as cheese knives, fruit and nuts etc. Mouse and Grape will only include the items listed in the description and any the customer chooses to add to the box.
6. Delivery
The costs of delivery will be as displayed to you on our website or will be included in the price of the product. We are not responsible for delays outside our control. If our supply of the products 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 reasonable steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event. If there is a risk of a delay five working days plus you may contact us to request cancellation of the order and we will consider a refund for any order you have paid for but not received. We use Parcel Force for most of our deliveries or a member of the Mouse & Grape team will hand deliver your order. Our aim is to deliver all accepted orders on either your chosen delivery date or within 3 – 5 working days from the order date to mainland addresses. Although we make every effort to ensure orders are delivered on time, all delivery dates and times are estimates and not guarantees. We are able to deliver to both residential addresses and business addresses in the UK mainland. Before completing your purchase, you must provide detailed delivery instructions for the courier as to where your delivery should be left in the event nobody is present to receive the order. If there is nobody due to be present at the delivery address on the estimated delivery date who can refrigerate the cheeses, we are unable to accept liability for perished goods. If your order does not arrive on your chosen delivery day please let us know as soon as possible, and we will investigate. If your order or part of your order is broken in transit, we will issue a refund for the broken items only or arrange a replacement. Should your order arrive damaged we ask that you either refuse the entire delivery or note down the damage with the delivery driver when receiving the goods. If the wrong products are delivered to you in error, we will replace them (provided we can still supply the product(s) from stock) or have them returned to us and issue a refund. You will not be liable for any additional delivery charges. When your delivery arrives we suggest you store and or recycle packaging materials in a responsible manner.
7. Tasting Events
For all tasting events, a non-refundable deposit is payable to hold the date and the remaining balance must be paid three days before the event. Final numbers must be confirmed no later than one week before the event. Your booking is not secured until full payment is received – all events must be paid for in advance. If you wish to cancel a pre-booked event and an alternative date or a credit is not acceptable, we will issue a full refund if you provide a minimum of two weeks’ notice. After this we cannot guarantee a full refund. We reserve the right to require any person to leave any of our events if their behaviour is deemed unacceptable or disruptive to others in our sole and reasonable opinion. We will not serve alcohol to anyone under the age of 18.
8. Complaints Procedure
If you have any problems with any aspect of your order, please email info@mouseangrape.com as soon as possible and we will do our utmost to resolve the issue. If you do not inform us of a problem within five days of receipt of the order, or you do not provide any photographic evidence relating to the complaint, we will be unable to accept your claim, or provide a refund. We will respect all statutory rights and obligations that properly apply.
9. Governing Law
These Terms and Conditions are governed by and written in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the English courts.
10. Cookie Information and Email Tracking
We use the WooCommerce platform to provide our web services which require “cookies” (small files placed on your hard drive) to help our website run smoothly, analyse our page flow and to measure content and effectiveness. Please click here for our cookie policy provided by WooCommerce. Non-cookie-based tracking We use a third-party provider, Mailchimp, to deliver our marketing emails. We gather statistics around email opening and clicks using industry standard technologies. By registering on our website, you are consenting to us tracking when you open an email. For more information, please see Mailchimp terms and conditions, privacy policy and cookies.
11. Changes to Terms & Conditions
You can review the most current version of our Terms & Conditions at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms & Conditions by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
Mouse & Grape T&Cs 1st December 2021
