Terms & Conditions

Our Promise to You

  1. If you purchase any of our wines, beers or spirits, and you are not fully satisfied, we will arrange to collect the product from you free of charge and credit your account for the full amount of that bottle. If you have purchased the wine in a full case quantity, then we will refund you for the full case price as soon as we have collected the wine from you in satisfactory re-sale condition - however, this is on the condition that you have only opened one bottle from the case.
     
  2. Delivery: Standard delivery is £9.95 per order for each delivery address where the order is under £100. Orders of £100 or over per delivery address are delivered free of charge (Scottish Highlands and non-Mainland deliveries excluded).
     
  3. We will deliver to any address in the mainland UK (Scottish Highlands delivery charge may vary). For non-mainland & Scottish Highlands deliveries please call 01482 638888 to discuss pricing and availability.

    For any orders placed before 2pm we also offer a 48 hour delivery option at a price of £11.95 whatever the order value (two working days).

    Alternatively you can collect your order from our Cellar Door for free. Orders placed before 5pm will be ready for collection the next working day. 

  4. Our usual delivery times are between 9.00am and 5.00pm Monday to Friday (except on bank holidays), and we aim to deliver within 5 working days of you placing your order. If you are not going to be available to take delivery, please state a safe place where we can leave the wine and we will do so. Alternatively, if you are not home and you have not specified a place to leave the wine, our driver will leave a card and so that we can arrange a more convenient delivery time.

    If we have not attempted to deliver your wine within 7 working days of you placing your order we will credit your House of Townend account with the full delivery charge to be discounted from your next order. An attempted delivery is defined by the driver has been to your delivery address and left a card when nobody was in.

    If you need to make a claim on a delivery, you must do so within 21 days of the initial order date.

  5. Consignment Charge: Please note that if an order is placed and within that order 1 item or case (6, 12 or 24 bottles) reaches the sum of £300 then a £30 consignment charge applies to cover insurance and safe delivery.

  6. If an order exceeds £300 but a single item or case does not exceed £300 then the customer is still entitled to free delivery

  7. Vintage Changes: Due to high demand and constantly changing vintages, we may from time to time have to change the wines that you have ordered. We will send to you the closest vintage available to what has been ordered. If there is a stock issue with a product that you have ordered, we will offer an alternative for the equivalent or higher value (at no additional charge) so as not to delay the order from getting to you within our delivery terms.

  8. Customer Satisfaction: If you are unhappy with our service in any way, please do not hesitate to contact our sales team on 01482 638888. We strive to handle all enquiries quickly and fairly. We will try to resolve your query immediately, however, when an immediate solution is not possible, we will keep you up to date on the progress of your query until a satisfactory resolution has been reached.

  9. Pricing and Payment

    6.1 All prices quoted are in pounds sterling and are per bottle (unless otherwise indicated). All prices include VAT and any delivery charges are additional E &OE.

    6.2 We accept all major credit and debit cards but not American Express.

    6.3 All prices shown online are for internet orders only. Given the nature of our business and fluctuating exchange rates, we reserve the right to change our prices at any point.

  10. Age Restriction

    7.1 Sorry, but you can only purchase from houseoftownend.com if you are 18 years of age or older. By placing an order, you are confirming that you are at least 18 years of age.

    7.2 If you are purchasing from houseoftownend.com with the intention of sending the wine as a gift, the recipient of the wine must also be over 18 years of age.

    7.3 Our delivery drivers reserve the right to ask to see identification of anyone who they are not sure of being at least 18 years of age.

    7.4 You can only enter any competition on houseoftownend.com if you are over 18 year olds. By entering, you are confirming that you are at least 18 years old. 

  11. Order Security

    8.1 All of our payment procedure is taken over a secure sockets layer (SSL), ensuring safe use of credit/debit cards online. We also have additional security to protect our customer database that is restricted to internal use.

    8.2 It is your responsibility to keep your account and password details from being disclosed.

  12. Order Cancellation Policy

    9.1 You may cancel your order at any time for any reason up to 21 days from the date of order, provided that all bottles are unopened, intact and in a suitable re-sale condition.

    9.2 You can cancel your order by calling 01482 638888 or e-mailing sales@houseoftownend.co.uk.

    9.3 We will credit you with the price of the wine within 30 days of the wine being returned to us in satisfactory condition.

  13. Returns Policy

    10.1 If some or all of the wines in a case are damaged when they are delivered, you most notify us as soon as possible. We will despatch a replacement order and arrange for the full damaged case to be collected. Re-imbursement will be issued within 30 days of us receiving notification of your wish to return damaged goods.

    10.2 You must notify us within 21 days from the date of order if you wish to return your wine for any of the reasons stated in 6.1. Otherwise we may not be able to take return of the wine.

    10.3 All wines must be returned in their original box (where possible).

    10.4 The guidelines set out in these terms and conditions do not affect your statutory rights in relation to faulty or mis-advertised goods. For further information about your rights, contact your local Citizens Advice Bureau.

    10.5 If you purchase any of our wines, beers or spirits, and you are not fully satisfied, we will arrange to collect the product from you free of charge and credit your account for the full amount of that bottle. If you have purchased the wine in a full case quantity, then we will refund you for the full case price as soon as we have collected the wine from you in satisfactory re-sale condition - however, this is on the condition that you have only opened one bottle from the case.

  14. Copyright

    11.1 You agree and acknowledge that the House of Townend own or have license to all copyright, database rights, trademarks and all other intellectual property rights on all parts of this website.

    11.2 You are entitled to use the website only in accordance with the terms and conditions set out here. You must have our prior written consent to use any part of this website in any other manner.

    11.3 All persons are prohibited from providing links to houseoftownend.com, other than to our homepage, from either their own or a third parties website without the prior written consent of the House of Townend.

  15. Warranty

    12.1 We warrant that all wines will be of a satisfactory quality and fit for their general purpose.

  16. Limitation of Liability

    13.1 Nothing in these terms and conditions excludes the House of Townend from liability for personal injury or death caused by its negligence.

    13.2 We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:

    ·  Loss or damage was not foreseeable to both parties when the contract was formed;

    ·  Loss or damage was not caused by any breach on the part of the supplier;

    ·  Loss or damage relates to business and/or non-consumers.

    13.3 Subject to 13.1 we will not be liable for loss or damage caused by the customer handling the wine. We are especially not liable for spillages or breakages.

    13.4 Customers should also be aware of the following risks and warnings:

    ·  Alcohol should be consumed responsibly and in moderation.

    ·  A case of wine is heavy and extra care should be taken when lifting.

    ·  Wine, especially red wine, may cause staining if spilt, therefore extra care should be taken.

    ·  Extra care should be take when opening champagne and sparkling wines as the build up of gasses can cause the cork to shoot out of the bottle at speed when opening.

  17. Data Protection

    14.1 By providing your details to House of Townend on our website, you consent to House of Townend maintaining, recording, holding and using the information you gave House of Townend at the time of ordering to process your orders, to improve our service and inform you of promotions. All data is collected lawfully and maintained in accordance with the Data Protection Act 1998.

    14.2 We take our privacy policy very seriously and will not pass your details on to anybody else without your permission, other than to process your order (i.e. delivery company). We may send you information about special offers, free stuff and our latest promotions, unless you have told us not to do so by not ticking the newsletter box on our sign-up page or in your account details page.

    If you have any questions regarding our privacy policy, please e-mail us at sales@houseoftownend.co.uk

  18. Bin End wines: please note when ordering the bin end wines online, stock levels will vary and sometimes may even become unavailable even though they show as available online. In the event that you order one of these wines we will contact you to advise before despatching your order.

  19. Allergens: please note when ordering any of our wines or attending any of our events, some of the products contain allergenic ingredients and may contain nuts or their derivatives. For any allergenic information on our wines please call 01482 638888 or emailing sales@houseoftownend.co.uk

  20. Gift vouchers: House of Townend cannot take responsibility for lost or stolen gift vouchers.