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Important  Information

In this section is all the important information you need to know about being one of our customers. From placing orders, privacy to offers.

Guarantee of Quality

William Robertson & Sons Ltd guarantees that all products supplied to customers are of the highest quality. However, if you are not completely satisfied with any of our products, please tell us and we will work with you to resolve this to your satisfaction.

Payment Options

William Robertson & Sons Ltd accept most credit/debit cards (excluding American Express), and our website uses a secure payment system, SSL Verified. All transactions are in sterling GBP.

Acceptance of Order

Our acceptance of your order takes place at the dispatch of the order, with the exception of special orders you may cancel your order up to this point. The purchase contract is made at the point of dispatch. The responsibility for the order is ours until you accept delivery of the order. We make every effort to dispatch your order as quickly as possible or to arrive on a date specified by you, but we cannot be held responsible for events out with our control. Please note due to the perishable nature of products sold on williamrobertsonandsons.co.uk we will not accept order cancellations after the point of dispatch.

Website Liability

We make every effort to ensure our website is as accurate as possible, but we cannot accept responsibility for any loss resulting from information contained on our website or in respect of any omissions or errors. We give no warranty to any of the information contained on our website. To the extent of the law, by using williamrobertsonandsons.co.uk, you agree that we will not be liable to you or any third party for any loss or incidental damages that arise as a result of using williamrobertsonandsons.co.uk

Image Liability

Please note that some of the pictures on the website are for illustration only and will be different from actual product. We do not supply cooked products unless otherwise stated on the product. If in doubt, please contact us before ordering. Errors & omissions accepted.

Insurance

Liability insurance is included.

Discount/Special offers Codes

Please note a maximum of one discount/special offer code can be used per shop session. We will not accept orders with multiple discounts on the same product or double discounts on all items in the order. We reserve the right to extend, withdraw or cancel promotional items, special offers or voucher codes, at any time for any reason without notice. All offers are subject to availability and while stocks last.

You warrant that you are using a discount/special offer code on our site in good faith. If you redeem or attempt to redeem a discount/special offer code to which you, or a third party, are not entitled, you may be committing a civil or criminal offence.

If we make a refund for a Product that has been purchased under a promotional offer, the refund will be based on the terms of the promotional price. Your statutory rights are not affected.

 Discount/Special offer codes are issued periodically, and they will have their own terms associated to them. These terms will be explained at the time the code is issued (if the code is issued electronically or physically, i.e. posted/delivered, then the terms will be explained in writing). If you are in possession of a code that does not work, please contact our office immediately. If the code is not working due to its individual terms and conditions, then this will be explained.

Any Introductory Offers are available as one-off purchases only and the Supplier reserves the right not to honour Introductory Offers at their discretion.

Money Back Guarantee

Each of our William Robertsons & Sons products is backed by our 14day money-back guarantee. This guarantee period includes any statutory cancellation period to which you may be entitled including under the Consumer Protection(Amendment) Regulations 2014.

Order Confirmations

Upon submitting an order using our automated shopping basket system, the customer will receive an email containing order confirmation and details of the order. 

Data Protection

William Robertson and Sons Ltd are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the General Data Protection Regulation (GDPR) 2018) and according to the Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to inform you of future offers. William Robertson and Sons Ltd will not e-mail you in the future unless you have given us your consent. William Robertson and Sons Ltd will give you the opportunity to opt out of receiving any marketing email from us in the future. The type of information we will collect about you includes: your name, address, phone number and email address. We will never share your email address or any other details.

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies, we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy, UK law and the Web Trader Code. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a 'cookie' which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. For more information visit our Privacy Policy page.

Unforeseen Circumstances

While every effort will be made to meet shoppers demands, cancellations or variations may be necessary as a result of, and not limited to, Act of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond the control of William Robertson and Sons Ltd.

Complaints

William Robertson and Sons Ltd do all within our power to ensure the goods leave our factory to our exacting standards, however if you do need to inform us of a complaint, this must be done immediately by either email to info@williamrobertsonandsons.co.uk or by calling our office on 0131 663 6666 (Mon- Fri 9am-5pm) All complaints will be acknowledged within one working day. We will ensure any complaint will be dealt with fairly, effectively and confidentially in accordance with the Web Traders Trust UK Code of Practice. These complaints will be dealt within 3 working days.

Law

These terms and conditions shall be governed by and construed in accordance with Scottish Law and you hereby agree to be subject to the jurisdiction of the Courts of Scotland.

These terms and conditions do not affect your statutory rights.

 

Copyright

Unless otherwise stated, all images used and shown on our web shop www.williamrobertsonandsons.co.uk are copyright of William Robertson and Sons Ltd. No use, reproduction or transmission is permitted without the prior written consent from William Robertsons and Sons Ltd.

Returns Procedure

If your order is incorrect or damaged, please call or email us and we will do our utmost to rectify the issue as quickly as possible.

William Robertson and Sons Ltd reserve the right to inspect any goods reported as defective, provided that the goods are within the use by date. If the goods are found to be faulty, please refer to our refund policy.

Refunds

Refunds for valid claims will be made via the same method of payment as used to place order. William Robertson and Sons Ltd will refund the order value if they are unable to fulfil the order or have not received the payment in full. We do reserve the right to refund your orders due to any unforeseen circumstances. 

Right to Cancel

Your right to cancel starts at the time of placing the order, as all of our products are food and therefore perishable, your right to cancel ceases at the point of dispatch. We do reserve the right to cancel your orders due to any event outside our control or unavailability of stock. In such a situation, we will contact you promptly. If we have to cancel an order in these circumstances and you have made any payment in advance for products that have not been delivered to you, we will refund these amounts to you as soon as possible.

Delivery Methods & Times

William Robertson and Sons Ltd deliveries are made by Fed Ex and DPD  with the exceptions of remote areas, highlands and islands.

We will deliver our products in specially chilled packaging to anywhere in the mainland UK.  DPD and Fed Ex collect the completed orders from William Robertson and Sons Ltd and delivers them directly to your door. Customers can give additional delivery instructions for their order online at the time of purchase. Deliveries are attempted at least once on the day of delivery. The delivery driver may deliver the package to a neighbouring house either two doors up or down from the delivery address whilst posting full instructions for collection on an instruction card at the delivery address. If not collected parcels are returned to William Robertson & Sons Ltd. In the case for DPD the parcels are destroyed if not delivered on the day of delivery as DPD does not store perishable products in its depot for collection.

Retention of Title

This remains with William Robertson and Sons Ltd until the goods are paid for in full.

Delivery Charges

These are automatically added to the cost of the product as part of the process of submitting an order. Postage/delivery is subsidised for UK Mainland orders – William Robertson & Sons Ltd charge for orders under £60, for orders over £60 delivery is free.

Company Details:

Registered Company Name and Office Address:

William Robertson and Sons Ltd
Belmont Factory
Hardengreen Industrial Estate
Dalkeith
Midlothian
EH22 3NX

Company No. SCO97852
VAT Registration Number: 300836786
Contact Email Address: info@williamrobertsonandsons.co.uk
Contact Telephone Numbers: 0131 663 6666