Terms and Conditions

We aim to keep our terms clear, fair, and easy to work with. If anything is unclear, please just ask — we are always happy to help.

Customer Service

• Our team is available from Monday to Friday (excluding bank holidays and any closure days announced by newsletter and our website), between 9.00am and 3.00pm.
  
  Email:  info@bonnebouffepro.co.uk 
  Phone: 01233 660 158

• We aim to reply within one working day.
  
  

Product Information and Shelf Life

If you have specific requirements (including minimum shelf life), please contact us before ordering. Unless stated otherwise on the product page, we guarantee at dispatch:

• Ambient products: at least 1 month best-before date
• Chilled products: minimum date shown in the product description
  
  

Product Availability

We do our best to keep stock information up to date. If an item becomes unavailable after you order, we will contact you to arrange a substitute, part shipment, or refund.

Prices

All prices are shown excluding VAT unless stated otherwise. Prices may change, but once your order is confirmed, the agreed price will be honoured.

Payment – New customers

For new trade customers, payment is required before dispatch or collection

• Orders under £1000 (including VAT): pay by card or PayPal at checkout.
• Orders over £1000 (including VAT): we will send an invoice for payment by bank transfer.
• We ask that invoices are paid within one working day so we can reserve stock and dispatch on time.
  
  

Payment terms

• Once we have an established trading relationship, we are happy to review and agree payment terms on request. If payments fall behind, we may temporarily return to payment before dispatch.
• For direct debit customers, please let us know in advance if your bank details change. A £4.00 plus VAT admin charge may apply for failed direct debit payment.
  
  

Collection

You can collect orders free of charge from our warehouse. 

• Collection address: Unit 27, Carlton Business Park, Carlton Road, Ashford, TN23 1EF.
• Collection hours: Monday - Friday, 10.00am – 2.00pm (excluding bank holidays and closure days).
• If you wish to collect your order, please contact us before placing your order or add a note in your order. We will email you when your order is ready.
  
  

Shipping fees

• Delivery is free for orders over £200 (excluding VAT) and weighing under 150kg.
• Orders below £200 are charged £9.00 plus VAT.
• Heavier or specialist deliveries may need a custom quote — we will always confirm costs with you before dispatch.

Parcel Deliveries

• Parcels are shipped from Monday to Friday, excluding bank holidays and closure days.
• Our cut-off time for same-day shipping is midday and applies to orders under 150kg. Orders placed after midday will be shipped on the next working day.
• Parcels are dispatched using Royal Mail Tracked 24 service, which aims for next working day delivery.
• All chilled products are shipped in temperature-controlled packaging with ice packs, designed to keep them cool in transit for up to 72 hours.
• While most deliveries arrive on time, carrier delays can sometimes happen. We will help resolve any issues where we can. If a delivery attempt is missed, it’s the customer’s responsibility to arrange redelivery or collection with the carrier.
• You will receive Royal Mail tracking notifications via email or text. For real-time tracking, you can visit the Royal Mail website at https://www.royalmail.com/track-your-item#/ to obtain the latest updates on your shipment.
  
  

Pallet Deliveries

• We will agree a delivery date with you in advance. It is necessary that you are present on-site to accept the delivery.
• Please tell us about any access restrictions when ordering. If delivery fails due to site access / opening hours issues we were not told about, re-delivery charges may apply.
• Please check goods on arrival and report visible damage with photos within 24 hours.

Complaints/Claims

We want you to be happy with your order and will always try to resolve issues quickly and fairly.

• Missing parcels: please let us know within 7 days of the expected delivery date.
• Damaged or faulty goods: please email us within 7 days of delivery with photos of the product, packaging, expiry date/batch number, and (for chilled goods) temperature where possible. Please keep the goods until we advise, as we may need them returned.

Storage & Handling

Once goods are delivered, it is your responsibility to store and handle them correctly. We cannot accept claims for products stored outside recommended conditions.

Events Outside Our Control

We are not responsible for delays or supply issues caused by events beyond our reasonable control (for example: transport disruption, supplier shortages, or severe weather). We will keep you informed and do our best to reduce disruption.

Liability

Our liability is limited to the value of the goods supplied. Nothing in these terms removes liability where it would be unlawful to do so.

Working Together

We believe in straightforward, long-term relationships. If a situation comes up that is not covered here, please talk to us — we will always aim to find a practical and fair solution.