Collection Policy
Fresh Tortilla Collection & Non-Collection Policy
This policy is designed to comply with UK Consumer Protection Laws, including the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations. It outlines the terms under which we handle late collections, non-collections, and product disposal, ensuring fairness and transparency for our customers.
1. Agreement to Collection Time
When placing an order for our fresh tortillas, customers agree to collect their order within the agreed collection window (typically 48–72 hours from the confirmation time). This collection deadline is communicated clearly at the time of order, and we ask customers to make arrangements to collect their order within this timeframe. See Clause 9 for more information on orders placed on certain days.
2. Disposal of Perishable Goods
As fresh tortillas are perishable, they cannot be resold once prepared. If an order is not collected within the specified time, we must discard the goods in order to comply with food safety and hygiene regulations.
Once discarded, the goods cannot be refunded, replaced, or remade. This policy is in place to ensure we maintain the highest standards of food safety.
3. No Refunds for Uncollected Orders
Because the goods are perishable and were made specifically for the customer, we do not offer refunds or replacements for uncollected orders. The customer agrees to pay the full amount for the order, whether collected or not, at the time of placing the order. This is a non-refundable transaction.
4. Late Collection Fees
In the event of a late collection (i.e., after the agreed collection window), customers may be subject to a late collection fee to cover any additional handling, storage, or inconvenience caused by the delay. This fee is only applicable if clearly communicated to the customer at the time of order and will be reasonable and proportionate to the situation. Any late fees will be invoiced separately and must be paid in full before the order is released.
5. Communication of Policies
It is the responsibility of the customer to ensure they are aware of the collection window and the terms regarding non-collection. These policies will be clearly stated at the point of order confirmation (via email, WhatsApp, or on our website), and the customer is required to acknowledge them by confirming their order.
6. Customer Responsibility
By placing an order with us, the customer acknowledges that they are aware of the collection deadline and agrees to the terms set out above. If the customer fails to collect their order within the stipulated time, they accept the consequences, including the possibility of having the order discarded without refund.
7. Changes to Collection Time
If you need to change your collection time, please notify us at least 24 hours in advance. We will try to accommodate changes, but this cannot be guaranteed.
8. Acceptance of Terms
By placing an order with us, you confirm that you have read and understood these Terms & Conditions, including the policies related to collection, non-collection, and charges.
9. When an Order is Placed
- Orders placed Monday to Wednesday must be collected within 48–72 hours (2–3 days) from production & email confirmation.
- Orders placed on Thursday before 9 AM must be collected by the following Monday.
- Orders placed after our Thursday cut-off time (9 AM) or on Friday will not be produced until Monday, and will have an extended collection window, allowing for collection by the following Tuesday.