Terms & Conditions
GENERAL
1.1
This website is operated by S&T Enterprises Limited ("we", "us" or "our"). By using the Samisonline.com website you are bound by these Terms & Conditions. All use and purchases made on this website are governed by these Terms & Conditions at any time although the Terms & Conditions governing any given use or purchase will be those in effect at the date of your order or specific use. If you use or order goods after we have published any changes 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 & Conditions applicable to your site visit or purchase. To assist you in determining whether the Terms & Conditions have changed since your most recent order we will display the date when these Terms & Conditions were most recently updated.
1.2
Our admin office for Online Support operates Mon – Thursday, 8am – 5pm. Friday, 8am – 2pm. All enquiries, emails, requests, complaints etc after these periods are dealt with the next working Monday.
1.3
We will confirm your order when placed directly by using the samisonline.com website. 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. Or we may do both.
1.4
Please note that the order confirmation does not constitute our acceptance of your order. Subject to our cancellation rights in clause 13, acceptance of your order and completion of the contract will take place when we despatch the goods to you.
1.5
You must be 18 years old or over and must have completed the registration process in order to participate in our service.
1.6
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. We operate a "Challenge 25" policy, which means that if the person receiving delivery of alcohol looks under 25, we will request identification. We may also request identification in relation to other age restricted products such as knives and DVDs. We may retain the products if proof of age or an alternative adult is not available.
1.7
If any of these Terms & 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 & Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.
1.8
These Terms & Conditions will be governed by English law and the parties submit to the exclusive jurisdiction of the English courts in relation to any dispute which may arise between them.
Samisonline.com is a trading name of S&T Enterprises Limited. The registered company address for S&T Enterprises Limited is 82-89 Cecil Street, Birmingham, B19 3SU. Registered in England. Company registration number: 07028101.
PRICE
2.1a
With the exception of goods referred to in clauses 2.1(b), but including goods from our butcher and fishmonger that are sold and priced by each (i.e. a fixed price per item) and packaged by us (as further identified on the website), the price of such goods will be as quoted on the website at the time you confirm your order (usually by clicking the "checkout" button) 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 for new products which were not in your original order will be the prices quoted at the time you confirm your amended order. However, if you add more of the same items which were in your original order, then the prices charged for these items will be the prices quoted at the time you confirmed your original order. Where a substitute item is offered in place of an item ordered, the price charged for that substitute item (if accepted) will be the price applicable at the time the item is substituted. 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
For goods from our Butcher and Fishmonger (as further identified on the website), the price of these items (expressed per kilogram or other appropriate unit of measurement) will be the price as quoted on the website at the time you confirm your order (usually by clicking the "checkout" button) 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. 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 you confirmed your order and the time the item is weighed and priced by us, the price you will be charged will be the price at the time you confirmed your order.
2.2
The prices stated on the website will be inclusive of any VAT payable.
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 and charges may vary from week to week.
ACCEPTANCE AND AVAILABILITY
3.1
If for any reason beyond our reasonable control, we are unable to supply a particular item, please note that we will attempt to deliver substitute lines should your preferred line be unavailable unless you specifically request us not to do so. For example, if you make an order for a brand of rice and it is unavailable, at your request we could deliver a substitute brand.
3.2
Although we will always try to cater for your orders, an order of large quantities of a line can only be fulfilled at our discretion.
3.3
Your order is an offer to buy from us. Nothing that we do or state will amount to any acceptance of that offer until we actually dispatch the goods to you. A contract will be made between you and us the moment the goods are dispatched (and not before), and you have been charged for the goods.
DELIVERY
4.1
Delivery times listed or stated are estimates only. We may use a third party delivery courier who may not be able to offer a specific delivery hour/ time. However 'Samis Online/DHL/Parcelforce' will notify you of your delivery date and also when your order has been dispatched. We may also provide you with a reference to track your order.
4.2
Estimated delivery days and times will be as specified on the delivery check-out page on the website and will be made to the address specified by you when you register on the website unless you change your delivery address at the check-out stage. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether. Delivery may be delayed due to logistics issues, we kindly ask to allow at least 48hrs for delivery as we have packed parcel to be safe for at least 72hrs should delays such as this occur. we will not be liable for a refund if the 48hrs time hasn't been given.
4.3
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. In the event of non-availability of any goods you order, we may offer a reasonable substitute. This may affect the price you pay. You may reject any substitute item and we will refund the amount you have been charged for that substitute. It is our policy to identify any substitute items to you at the time of delivery and give you the opportunity to accept or reject the item at that time.
4.4
We will always try to supply you with the full quantity that you have ordered. In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly. You will not be charged for any incorrect goods. In any event our liability will be limited to the price of the goods incorrectly delivered and the cost of delivery.
4.5
It is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery slot. We may ask that an appropriate person signs for the goods on delivery. If no one is at the address when the delivery is attempted, the goods will be retained by DHL/Parcelforce. Because of COVID restrictions, DHL/Parcelforce may not leave notification of delivery card, but you may track your order through the reference number you would have received by text or email for delivery reschedule update. Please note that samisonline.com will not accept liabilities that may arise from missed deliveries because of the nature of the goods supplied being fresh/frozen alongside the dry ones. Refer to section 1.7 as well.
4.6
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 9.1 below, our liability to you will be limited to the price of goods not delivered and the cost of delivery.
4.7
Should you fail to be present for your delivery we are entitled to charge you in full for an amount equal to the price of perishable items contained in your order and the cost of delivery.
4.8
Samis Online/DHL/Parcelforce will ordinarily only make deliveries when an appropriate person is able to receive the delivery. In the event that you instruct Samis Online/DHL/Parcelforce to leave a delivery unattended at your address, Samis Online/DHL/Parcelforce expressly disclaims 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 in respect of items which need to be kept chilled or frozen.
4.9
Orders placed between Monday and Thursday before 12pm will be processed and delivered next day. All orders must be placed on a before 10am on Friday in order to be eligible for Saturday delivery.
4.10
As our delivery structure is currently next day with ambient logistics, frozen products may not get to you frozen, especially if there is a delay. Our packaging ensures that your products get to you cool, fresh and safe for consumption. If there is a longer delay and products become unusable, please email us at online@samisonline.com and we will be more than happy to deal with you.
4.11
If a customer re-arranges/redirects/cancel/reject/refuses their delivery with our delivery partners (DHL/Parcelforce/DPD) without prior notification and acceptance of such with Samis Online, we will not accept any liability for any continued delay or spoilage of fresh/frozen products that may occur from the extended period of the delivery.
4.12
Deliveries may take longer than expected on few occasions when there are challenges in logistics. We sincerely apologize for any inconvenience that may arise. Thank you for your continued support and patronage.
4.13
Specific deliveries on Saturdays are now available for customers who prefer to receive their orders on Saturdays. This can be made possible by simply selecting the preferred date (Saturday) on the checkout page before placing an order. This is service is not available for Belfast and Guernsey. Please note that this service attracts an extra delivery charge.
4.14
Orders after 12pm (cut-off) on Thursday will be processed the next Monday.
4.15
Calls or emails after 12noon on Friday may not be responded to until the next Monday. Admin team closes at 5pm Mon – Thurs and at 12pm on Fridays. Calls and emails are not monitored after these times.
4.16
Please Note: The images displayed on our website are for illustrative purposes. Actual products may vary slightly in appearance upon delivery. Thank you for your understanding.
CLICK AND COLLECT (Pickup in Store)
Our terms and conditions applicable to Click and Collect are as follows –
5.1
Products ordered through Click & Collect that are in stock at our store are usually available for collection within 24 hours of you placing your order.
5.2
Only orders placed before 11:00am of the day are eligible for "Click and Collect". Orders placed after 11:00am with the Click and Collect option will be rolled over for processing the following day.
5.3
Ensure you provide a copy of your Order Receipt Confirmation and a valid form of ID (passport or driving licence). You/they may also be asked to sign for the Products.
5.4
Once your products have been collected, you will receive an email from our store confirming which Products have been collected and the name of the person that has collected them.
5.5
Order(s) not picked up on the scheduled day will be cancelled with a handling charge of 10%.
PRIVACY, PASSWORDS & SECURITY
6.1
For quality and monitoring purposes we may record telephone calls made to and from our Samis Online Customer Service team.
6.2
In assessing your request for delivery of groceries from us we may make enquiries about you including searching your records held by credit reference agencies. We may also check your details held by other security and fraud prevention schemes.
6.3
As a valued customer of Samisonline.com 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.
6.4
At the time of your registration you will be asked to create 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.
6.5
Please note that external websites that you access through Samisonline.com are NOT covered by our 'Privacy Notice' and 'Terms and Conditions' at large.
PAYMENT
7.1
Payment may be made by debit, credit or charge card and some business account cards, as well as via PayPal. We also accept payment by Samis Online Vouchers. No other vouchers or "money off" coupons will be accepted towards payment of an order. Any refunds arising from an order paid for by vouchers shall be given in Samis Online vouchers. You cannot pay for your order by cash or cheque.
7.2
We do not keep your card details as we eliminate the possibility of unauthorised access or disclosure.
7.3
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.
7.4
Authority for payment will be requested from your card issuer between the time of your order being placed and when it is delivered. We reserve the right to cancel your order if we are refused authority for payment or reasonably believe that payment will be refused at any stage.
7.5
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 may 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. Our liability to you in connection with any order will not exceed the total price charged for the relevant items.
DEFECTIVE GOODS
8.1
Please inspect your goods promptly upon delivery and notify us of any defects immediately after the delivery day. If a product is faulty, damaged, or spoilt, please email our Customer Service team at online@samisonline.com.
8.2
If a perishable item's quality is unsatisfactory, you must contact us within 24 hours of receipt of the order. We will not be liable for a refund of perishable items after this 24-hour period elapses.
8.3
As a consumer, you have legal rights regarding the return of faulty or incorrectly described goods. The refund procedure described does not affect these legal rights, and our returns policy is in accordance with statutory rights under the Consumer Contracts Regulations. For further information on legal rights, please contact your local authority Trading Standards Department or Citizens Advice.
8.4
All queries, discrepancies, missing/incomplete items, and damages must be notified in writing (and accompanied by photo and/or video evidence) within 24 hours of receipt of goods.
AMENDMENT, CANCELLATION & RETURNS
9.1
Amendments or cancellations can be requested by emailing online@samisonline.com or replying to the order confirmation email within a reasonable time after placing the order. Once an order has been dispatched, amendment or cancellation may not be possible.
9.2
Orders for non-perishable items can be canceled or amended free of charge before they are processed and dispatched. If the order has already been dispatched before the cancellation or amendment request is received, goods can be returned within 7 days for a refund, but the customer will be liable for the shipping and delivery costs incurred.
9.3
Customers have the right to cancel or amend their order before the item is processed and dispatched. However, after dispatch, cancellation for perishable items is only permitted if an error was made in sending the item or if the item was defective. In such cases, the customer must contact the customer team within 24 hours of receipt via email at online@samisonline.com or through the website. Items must be returned with their original packaging and all tags intact. For items with hygiene or security seals, customers are asked to exercise reasonable care by not removing the seals while examining the goods, unless they are certain they intend to keep them. If any seals or tags are removed or tampered with, the item will not be accepted for return, and no refund will be issued.
9.4
Defective or wrongly delivered products must be reported with evidence, either in the form of photos or videos. The company may not accept claims for refund or redelivery if evidence is not collected by the customer. Requesting evidence is part of their process for any claims, and this is done without bias or prejudice, with consumers' statutory rights remaining unaffected.
WARRANTIES AND LIABILITY
10.1
Samisonline.com makes no warranty that the website will meet requirements, be uninterrupted, or free of errors.
10.2
Products or packages may differ slightly from those displayed on the website, and we advise contacting us for any doubts.
10.3
We are not liable for the availability, quality, or content on third-party websites, and advise referring to those sites' terms.
10.4
Delays or failures in performance due to circumstances beyond our reasonable control (e.g., fire, flood, acts of God, strikes, riots, accidents, energy supply disruptions, civil commotion, terrorism, war, equipment breakdown, road traffic problems) will not be considered a breach of contract.
10.5
Our maximum liability for any order is limited to the retail price of the goods in that order.
CUSTOMER COMPLAINTS
11.1
Customer complaints should be addressed to Samis Online Customer Service as listed in the "Contact" section of our website.
CANCELLATION & SUSPENSION OF YOUR ACCOUNT
12.1
We reserve the right to cancel delivery if fraud is suspected, if the user is in breach of terms, or if there is an outstanding payment. If an order is canceled, an email notification will be sent, and the user will be invited to contact us.
12.2
In addition to cancellation rights, we reserve the right to suspend an account. The account will remain suspended until the user contacts us and remedies any breaches or provides requested information to reactivate the account.
12.3
In rare cases of unforeseen operational or technical issues, we may need to cancel or rearrange delivery and will endeavor to contact the user to arrange an alternative date.
COPYRIGHT
13.1
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 samisonline.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 samisonline.com website without Samis Online's prior written permission. Samis Online 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 samisonline.com website.
