Terms & Conditions
Last updated 11 July 2023
By using or submitting an order on this website you are agreeing to our Terms and Conditions and to our Privacy Policy, which can be found here.
You agree to purchase goods and services from Planet Organic subject to these Terms and Conditions which will apply to all transactions using planetorganic.com. You must be 18 years or over and to participate in the Planet Organic online order service.
Before you place an order, if you have any questions relating to these Terms and Conditions, please contact our Customer Service team.
1 Purchase Contract
1.1 This web site is operated by Bioren limited trading as Planet Organic ("Bioren", “Planet Organic”, “we”, “us” or “our”) ). By using the planetorganic.com website you are bound by these terms and conditions. All use and purchases made on this web site are governed by these Terms and Conditions. If you this website use or order goods or services after we have published any changes to these Terms and Conditions, you will be bound by those changes. Accordingly, you should check prior to each use or order to ensure that you understand the precise Terms and Conditions applicable to your site visit or purchase. To assist you in determining whether the Terms and Conditions have changed since your most recent order we will display the date and time when these Terms and Conditions were most recently updated.
1.2 We will confirm acceptance of your order. This will occur either by message on the website immediately after you have confirmed your order, or by us sending an e-mail to the e-mail address you have provided to us. We may do both, in which case the acceptance will occur on whichever arrives sooner of the web message and the e-mail. At this point the purchase contract will be made and we will supply the goods to you in accordance with your order and these Terms and Conditions.
1.3 You must be 18 years old or over in order to participate in our service.
1.4 The law places certain restrictions on transactions involving alcohol, and accordingly alcohol must be either ordered by you or delivered by us during normal licensing hours. If you have ordered alcohol from us and cannot be at home at your selected delivery time, it is your responsibility to ensure that a suitable person is there to receive the order.
2 Price and Delivery Charges
2.1a With the exception of goods referred to in clause 2.1(b), the price of the goods will be as quoted on the website at the time you confirm your order subject only to any inadvertent technical error for which we will not be liable. If you subsequently amend your order to add items, the prices charged will be those applicable to the new item(s) at the time that the amended order is confirmed. Please note that as promotions are offered for a limited period of time subsequent amendments to your order may mean that certain promotions are no longer being offered.
2.1b Where items are ordered and sold individually by weight (such as certain fresh meat, poultry, fish, cheese or fruit and vegetables) the price of these items (expressed per kilogram or other appropriate unit of measurement) will be the price on the date that they are weighed. Although we have an indicative weight guide on the website, this is merely to assist your planning and the price you will be charged is the price for the actual weight you receive. In the event that there is a change in the price/kg between the time your order is made and the time the item is weighed and priced by the supplier, the price you will be charged will be the price at the time the item is weighed.
2.2 Where applicable, prices include Value Added Tax.
2.3 Each order you make may include a charge for delivery. If your delivery is subject to a delivery charge, it will be shown to you as a separate charge on the delivery confirmation page before you confirm your order. Any delivery charge added to your order will be dependent upon, amongst other things, the value of your order, the date and time of your delivery and your delivery address. Charges may vary from week to week.
2.4 If your order weighs more than 30kg then we reserve the right to contact you with a bespoke delivery charge.
3 Methods of Payment
3.1 Payment may be made by debit or credit card or Paypal. On occasion we may issue vouchers or "money off" coupons which will be accepted towards payment of an order. You cannot pay for your order by cash or cheque.
3.2 The debit, credit and charge cards accepted by us are those listed on the web site on the date on which your order is placed.
3.3 Payment will be requested from your card issuer at the point of order. Any items that are not available at the point of dispatch will be refunded to your original payment method when your order is dispatched. We reserve the right to terminate our agreement with you if we are refused authority for payment or reasonably believe that payment will be refused at any stage.
3.4 You agree to compensate us in full against all reasonable costs expenses and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs. This will include an administration charge of not less than £20. We may at any time after a failed payment has occurred ask a debt collection agency to collect payment from you.
4 Delivery
4.1 Delivery will be made to the address specified by you during the order process on the website. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether.
4.2 Products are subject to availability and prevailing market conditions. We may limit the quantities of goods (particularly goods on special offer) supplied to any one customer if in our opinion the quantity ordered jeopardises availability for other customers.
4.3 We will always try to supply you with the full quantity that you have ordered. If you are not satisfied with the quantity you have received we will arrange with you for goods to be returned to us (please note that the goods must not be used and must be in good condition). In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly. You will be refunded for any incorrect goods or goods which you have not received. In any event, subject to clause 7.1 below, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.
4.4 It is your responsibility to ensure that an appropriate person is available at the delivery address on the delivery day, or provide suitable delivery instructions through your DPD tracking number. If no one is at the address when the delivery is attempted the goods will be left in a safe place, delivered to a local pickup point or returned to us. DPD will leave notification of delivery or details for collection.
4.5 Please note adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to in order to reschedule your delivery time and date. In any event, subject to clause 7.1 below, our liability to you will be limited to the price of goods not delivered and the cost of delivery.
4.6 We will ordinarily only make deliveries when an appropriate person is able to receive the delivery. In the event that an item is left in a safe place, we expressly disclaim all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination and the result of any change in temperature.
5 Defective Goods
5.1 We guarantee the quality of our goods. You must inspect the goods and notify us promptly in writing of any dissatisfaction with your order. We will promptly and fully refund the price of any goods that do not meet with your reasonable satisfaction or arrange for the delivery of replacement goods, provided that you notify us within 30 days of delivery of the goods. We will arrange with you for the goods to be returned to us.
5.2 Subject to clause 7.1 below, we will not accept any further claims for loss from or in connection with the supply of faulty goods, whether direct, indirect, consequential or otherwise, howsoever arising.
6 Amendment of Orders and Cancellation Rights
6.1 Unless otherwise notified to you in the confirmation e-mail it is not possible to amend your order after it has placed.
6.2 You have the right to cancel the contract at any time until the expiry of the 7th working day after the date of delivery of the goods by notifying us in writing. In the case of perishable items you do not have the right to cancel the contract. Should you wish to cancel your order after placing the order but prior to the time of delivery, we shall be entitled to charge you in full for an amount equal to the price of the perishable items contained in your order.
6.3 We will arrange with you for cancelled goods to be returned to us, and we will credit your payment card with the price of such goods within a reasonable period from the day on which cancellation was given (provided payment has already been debited to your payment card).
7 Warranty and Liability
7.1 Nothing in these Terms and Conditions will restrict our liability for death or personal injury resulting from our negligence, breach of contract or breach of statutory duty, nor will any of these terms restrict any of your statutory rights. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizen's Advice Bureau.
7.2 In addition to paragraph 4.4, we will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment, road traffic problems.
7.3 Other than as set out in clause 7.1, our maximum liability arising out of any order for the supply of goods to you under this contract will be limited to the retail price of the goods contained in that order.
8 Privacy
8.1 We respect your privacy. The personal information that you give us is held with care and security. We do not sell, rent or transfer this information to third parties for their marketing purposes unless you agree otherwise. Our full privacy policy can be viewed here.
8.2 If you register for an account, you will set a password. Please keep this secret, as you are entirely responsible if you do not maintain the confidentiality of your password. You are entirely responsible for all orders placed with us or information given to us under your e-mail address in combination with your password. You must immediately notify us of any unauthorised use of your e-mail address and/or password or any breach of security known to you.
9 Customer Complaints
9.1 Any Customer complaints should be addressed to Planet Organic Customer Services – you will find an e-mail link or address listed on our website in the "Contact" section.
10 Special Offers Promotions and Competitions
10.1 From time to time, and in our complete discretion, purchases of goods may be subject to special offers. In the event that such a special offer applies to your purchase, the terms of such special offer shall be subject to these Terms and Conditions. If there is any conflict between the terms of a special offer and these Terms and Conditions, these Terms and Conditions shall prevail unless specifically excluded.
10.2 We may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. Subject to clauses 2.1(a) and 4.2, we will honour at the offer price any order placed by you before an offer ends or is amended or withdrawn.
10.3 We reserve the right to offer in our complete discretion different customers different special offers, promotions and the ability to enter different competitions.
11 General
11.1 If any of these Terms and Conditions is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms and Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.
11.2 All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of this website shall remain at all times vested in us or our licensors. You are permitted to use the material data and content only for your personal use in placing orders through planetorganic.com, and you may not otherwise copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on the planetorganic.com website without Planet Organic’s prior written permission. Planet Organic may impose a fee on any proposed use of the material data and content contained on its website, other than for placing orders through the planetorganic.com website.
11.3 While every care has been taken to ensure the product information shown on the website is correct, food products are constantly being reformulated and nutrition content may change. We would therefore recommend that you do not rely solely on this information and always check products labels.
11.4 All product images used on our web site are only representative of goods on offer. Actual goods may not be exactly the same size, design or packaging. In the event that you are not happy with any goods received, you have the right to cancel your order, return the goods in good condition to us within 30 days and receive a full refund of the purchase price paid.
11.5 Where further dietary information is important to you, for example because you have an allergy or specific dietary requirement, you should contact Planet Organic or the manufacturer to be sure it matches your requirements.
11.6 Although product information is regularly updated, Planet Organic are unable to accept liability for any incorrect information.
Planetorganic.com is a trading name of Bioren Limited. The correspondence address for Bioren Limited is 42 Westbourne Grove, London, W2 5SH Registered in England. Company registration number: 14721170.
