Terms & Conditions

These terms and conditions govern your use of our website. Please read these terms in full before you use this website. If you do not accept these terms and conditions, please do not use this website. Your continued use of this website confirms your acceptance of these terms.

Website access

1.1 It is not necessary to register with us in order to use most parts of this website. However, particular areas of this website will only be accessible only if you have registered.

Use of website

1.2 This website may be used for your own private purposes and in accordance with these terms and conditions.

1.3 You may print and download material from this website provided that you do not modify or reproduce any content without our prior written consent.

Website uptime

1.4 All reasonable measures are taken by us to ensure that this website is operational all day, every day. However, occasionally technical issues may result in some downtime and accordingly we will not be liable if this website is unavailable at any time.

1.5 Where possible we always try to give advance warning of maintenance issues that may result in website down time but we shall not be obliged to provide such notice.

Visitor provided material

1.6 Any material that a visitor to this website sends or posts to this website shall be considered non-proprietary and non confidential. We shall be entitled to copy, disclose, distribute or use for such other purpose as we deem appropriate all material provided to us, with the exception of personal information, the use of which is covered under our Privacy Policy.

1.7 When using this website you shall not post or send to or from this website any material:

(a) for which you have not obtained all necessary consents;

(b) that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;

(c) which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.

1.8 We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of Paragraph 1.7.

Links to and from other websites

1.9 Throughout this website you may find links to third party websites. The provision of a link to such a website does not mean that we endorse that website. If you visit any website via a link on this website you do so at your own risk.

1.10 Any party wishing to link to this website is entitled to do so provided that the conditions below are observed:

(a) you do not seek to imply that we are endorsing the services or products of another party unless this has been agreed with us in writing;

(b) you do not misrepresent your relationship with this website; and

(c) the website from which you link to this website does not contain offensive or otherwise controversial content or, content that infringes any intellectual property rights or other rights of a third party.

1.11 By linking to this website in breach of clause 1.10 you shall indemnify us for any loss or damage suffered to this website as a result of such linking.


1.12 Whilst we do take all reasonable steps to make sure that the information on this website is up to date and accurate at all times we do not guarantee that all material is accurate and, or up to date.

1.13 All material contained on this website is provided without any or warranty of any kind. You use the material on this website at your own discretion.

Processing of a payment and acknowledgement of an order does not constitute a legally binding contract.  We still hold the right to cancel your order or parts of it. 

Exclusion of liability

1.14 We do not accept liability for any loss or damage that you suffer as a result of using this website.

1.15 Nothing in these terms and conditions shall exclude or limit liability for death or personal injury caused by negligence which cannot be excluded or under the law of the United Kingdom.

Shipping (Postal) and Courier

1.16 Your order will be processed and delivered without undue delay. Postal no later than 30 days after your order has been placed and courier next working day if all products are in stock.  Substitutes or refunds may be made to expedite delivery rather than wait for items from suppliers

1.17 Please allow for up to 7 working days for delivery following the dispatch of your order for Postal and 24hrs for Courier. 

1.18  Order for frozen food must be a minimum of 7kg.  Orders could be cancelled without notice if they do not meet this minumum. 

1.19 By ordering frozen goods you commit to being home or designating a safe place that will prevent the goods from perishing. We will not be liable for any goods that defrost if you are not home or have failed to specify a safe place. 

Local Delivery

1.20  Local delivery is available to areas within a 10 mile radius of the shop GU24 9EW.  All delivery fees are displayed  at checkout. 

1.21 Delivery date shown at checkout does not guarantee this will be the date of your delivery.   You will be notified when delivery is possible. 

1.22 Any items not in stock may be exchanged or refunded without notice.  However we will endeavor to notify as soon as possible.  

Please see Delivery page for full details

Click & Collect 

1.23 You may select to collect your order from our shop by choosing the option at check out.  

1.24  If you select Click & Collect you are agreeing to collect from our shop in Bisley GU24 9EW

1.25 You will be advised when your order is ready to collect by email, text or phone. Where possible this could be same or next working day but this is not guaranteed. 

1.26 Any items not in stock may be exchanged or refunded.  You will be notified of these as soon as possible.  

1.27 Once your order has been confirmed ready for collection, it must be collected within 48 hours.  Any orders not collected in this time maybe cancelled/refunded without further notice.

Cancellations, returns and refunds

1.28 All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

1.29 Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. Perishable goods can not be exhanged or returned. 

1.30 To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired.

1.31 If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.

1.32 We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

1.33 Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you as soon as possible and in any event within 14 days of your cancellation.

1.34  You will not have any right to cancel an order for the supply of any of the following goods:

(a) medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement.

(b) a contract for passenger transport services – such as bus, rail or flight tickets.

(c) the supply of goods or services where prices are dependent upon fluctuations in the financial markets, which are beyond the control of the retailer.

(d) the supply of goods that are made to the customer’s specification or are clearly personalised.

(e) the supply of goods that are liable to deteriorate or expire rapidly – such as a delivery of fresh flowers, food or meat.

(f) the supply of newspapers, periodicals or magazines.

(g) the supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance – for example, hotel bookings, courier services, car hire, restaurant bookings and theatre tickets for specific dates.

1.35 In addition you will lose your right to cancel if you:

(a) unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons.

(b) unseal audio, video recordings or computer software that were sealed at the time of delivery.

(c) combine goods with other goods after delivery so that they become inseparable.

Loyalty Points

1.36 Points are earnt on specific spends which are subject to change at any time.  As at 01/05/20 Points are 1 for every £5 or 1 for £2.50 on treats

1.37 The maximum you can redeem on any purchase is £15

1.38 Points are not transferrable for cash

1.39 It is not possible to transfer points from one account to another

1.40 If you are already a customer and have an account you cannot sign up for a new account to earn extra points

1.41 You cannot gain referal points by referring to an existing customer.

1.42 You cannot create multiple accounts to earn new account points.  If this is identified we reserve the right to remove all points from your account and future opportunies to earn

1.43 We reserve the right to amend customer account points. Possible reasons for this may be system errors resulting in extra points accidently being added, or redemption of points not be correclty deducted, this list is not exhaustive

1.44 Points cannot be used in conjunction with any other Comfort & Nourish offers, such as sales promotions bulk buy discounts, or coupons. This list is not exhaustive

1.45 We reserve the right to amend or withdraw the program at any time without notice

1.46 We do not collect any additional information from you for this program.  Details of data we do collect can be found in our Privacy Policy

1.47 All Points transactions are carried out at the discretion of Comfort & Nourish Ltd

Law and jurisdiction

These terms and conditions are governed by English law. Any dispute arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the Courts of England and Wales.