1. Introduction

These Terms and Conditions ("Terms") govern your use of the Finest Frozen Food website (finestfrozenfood.co.uk) and any orders placed through it. By accessing our website or placing an order, you agree to be bound by these Terms. Please read them carefully before proceeding.

Finest Frozen Food Ltd is a company registered in England and Wales. Our registered office is in Bedford, United Kingdom. We supply premium frozen food products, including Italian and British specialities, to both trade customers (restaurants, coffee shops, and food service businesses) and individual consumers.

2. Definitions

In these Terms, the following definitions apply:

•       "Company", "we", "us", or "our" refers to Finest Frozen Food Ltd.

•       "Customer", "you", or "your" refers to the individual or business placing an order.

•       "B2B Customer" means a customer purchasing for trade or business purposes (e.g. a restaurant, cafe, or food service operator).

•       "B2C Customer" means an individual purchasing for personal or household use.

•       "Products" means the frozen food items listed on our website.

•       "Order" means a purchase request submitted through our website or via other agreed means.

•       "Website" means finestfrozenfood.co.uk.

3. Eligibility and Account Registration

To place an order on our website, you must be at least 18 years of age. B2B Customers may be required to provide business registration details, VAT numbers, or other trade credentials before their account is approved for trade pricing and terms.

You are responsible for maintaining the confidentiality of your account login details and for all activity that occurs under your account. Please notify us immediately if you suspect any unauthorised use of your account.

4. Products and Availability

All Products are subject to availability. We reserve the right to withdraw or amend any product listed on our website at any time without prior notice. Product images are for illustrative purposes only and may vary from the actual product.

We make every effort to ensure that product descriptions, weights, allergen information, and storage instructions are accurate and up to date. However, if you have specific dietary requirements or allergen concerns, please contact us directly before placing your order.

5. Pricing and Payment

All prices are displayed in British Pounds Sterling (GBP). Prices for B2C Customers are inclusive of VAT where applicable. B2B Customers may be shown prices exclusive of VAT; applicable VAT will be added at checkout.

We reserve the right to adjust pricing at any time. The price applicable to your order will be the price confirmed at the time your order is placed. Payment must be received in full before an order is processed and dispatched, unless a credit account has been agreed in writing for B2B Customers.

We accept payment by major credit and debit cards and any other payment methods shown at checkout. All transactions are processed securely through our payment provider.

6. Orders and Order Confirmation

By placing an order, you make an offer to purchase the selected Products. We reserve the right to accept or decline any order. A contract is formed only when we send you a written order confirmation by email. In the event we are unable to fulfil an order, we will notify you promptly and issue a full refund.

Please review your order carefully before submitting. Once an order has been confirmed and dispatched, it may not be possible to amend or cancel it. For assistance with an urgent amendment, please contact us as soon as possible at info@finestfrozenfood.co.uk.

7. Delivery and Cold Chain

We specialise in frozen food distribution and take great care to maintain the integrity of the cold chain throughout the delivery process. All Products are dispatched using insulated, temperature-controlled packaging suitable for frozen goods.

Delivery timescales and charges will be confirmed at checkout and may vary depending on your location, order value, and the delivery option selected. While we make every effort to meet estimated delivery dates, these are not guaranteed. We are not liable for delays caused by circumstances beyond our reasonable control, including adverse weather, carrier delays, or force majeure events.

It is your responsibility to ensure that someone is available to receive and store the delivery appropriately upon arrival. If a delivery cannot be completed and Products are left unattended, we cannot accept responsibility for any deterioration in product quality.

8. Returns, Refunds, and Complaints

8.1 B2C Customers

If you are a B2C Customer purchasing for personal use, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013, except where goods are perishable or have been unsealed after delivery. Due to the perishable nature of frozen food, we are unable to accept returns of Products that have been removed from frozen storage or that show signs of thawing.

If your Products arrive damaged, defective, or incorrect, please contact us within 48 hours of delivery with photographic evidence. We will offer a replacement, credit, or refund at our discretion.

8.2 B2B Customers

B2B Customers do not benefit from the consumer cancellation rights described above. Any returns or claims for damaged, defective, or missing goods must be reported to us in writing within 24 hours of delivery. Claims submitted after this period may not be accepted.

To raise a complaint or return request, please contact us at info@finestfrozenfood.co.uk or call 07722 178019. We aim to respond to all complaints within 5 working days.

9. Limitation of Liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Subject to the above, our total liability to you in connection with any order shall not exceed the total value of that order. We are not liable for any indirect, consequential, or economic losses arising from your use of our Products or website.

10. Intellectual Property

All content on our website, including text, images, logos, and product descriptions, is the intellectual property of Finest Frozen Food Ltd or its licensors. You may not reproduce, distribute, or use any content without our prior written consent.

11. Privacy and Data Protection

We collect and process personal data in accordance with our Privacy Policy, which is available on our website. By using our website or placing an order, you consent to such processing. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

12. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or your use of our website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have a dispute with us, please contact us in the first instance to attempt to resolve the matter informally. B2C Customers may also refer disputes to an approved Alternative Dispute Resolution (ADR) provider if we are unable to resolve the issue directly.

13. Changes to These Terms

We reserve the right to update or amend these Terms at any time. Changes will be posted on our website with an updated effective date. Continued use of our website or placing of orders after changes are published constitutes your acceptance of the revised Terms.

14. Contact Us

If you have any questions about these Terms, please contact us:

•       Email: info@finestfrozenfood.co.uk

•       Phone: 07722 178019