Terms & Conditions of Sale
Terms & Conditions of Sale
Last updated: August 2026
1. About These Terms
These Terms & Conditions of Sale govern the purchase of products from The Organic Pantry Ltd. through our website.
By placing an order with us, you confirm that you have read and accepted these Terms & Conditions.
These terms are designed to ensure that both you and The Organic Pantry have a clear understanding of our responsibilities when supplying products through our online shop. They do not affect your statutory rights under UK consumer law.
2. About Us
The Organic Pantry Ltd. is an independent organic farm, food retailer and home delivery service based near Tadcaster, North Yorkshire.
We grow many of the products we sell on our own farm and carefully source thousands of additional products from trusted local, regional and national producers who share our commitment to quality, sustainability and responsible farming.
Alongside fresh organic fruit and vegetables, we supply groceries, dairy, meat, bakery products, chilled and frozen foods, household essentials and carefully selected products from independent producers.
Our registered business details are:
Business Address: St Helen’s Farm, Rudgate, Tadcaster, LS24 9LY
Email: office@theorganicpantry.co.uk
Telephone: 01937 531693
Company Registration Number: 09482329
3. Our Fresh Food Promise
At The Organic Pantry, we believe that good food starts with trust.
Whether it's vegetables harvested from our own fields, produce from local growers or groceries sourced from trusted suppliers, we take great care in selecting the products we offer. We are passionate about quality, freshness and providing honest information about the food we sell.
We know that fresh food is naturally seasonal and that availability, appearance and even packaging can change from time to time. While we always strive to provide accurate information and deliver products in excellent condition, we also recognise that things do not always go to plan.
If something isn't right with your order, we encourage you to let us know as soon as possible. Our team will always aim to resolve genuine issues promptly, fairly and with the personal service you would expect from an independent family business.
Nothing in this statement limits your statutory rights as a consumer. The remainder of these Terms & Conditions explains how orders are processed, delivered and, where necessary, how issues are resolved.
4. Placing an Order
Orders can be placed through our website at any time.
Once you submit an order, you will receive an acknowledgement by email confirming that we have received it. This acknowledgement does not constitute acceptance of your order.
Your order is accepted when we confirm that it has been processed and is being prepared for delivery.
Minimum Order Value
To help us operate an efficient and sustainable home delivery service, a minimum order value of £15.00 applies to all customer orders.
If, following amendments to your basket or the removal of unavailable items, your order falls below the minimum order value, we reserve the right to contact you to discuss suitable options before processing your order.
Delivery charges, where applicable, do not count towards the minimum order value.
In the unlikely event that we cannot fulfil your order, or part of your order, we will contact you wherever reasonably possible and arrange an appropriate refund or alternative in accordance with these Terms.
We reserve the right to refuse or cancel an order where we reasonably believe there has been:
- an obvious pricing error;
- suspected fraudulent activity;
- misuse of promotional offers; or
- circumstances beyond our reasonable control that prevent us from fulfilling the order.
5. Product Information & Availability
We take great care to ensure that the information, descriptions, photographs and prices displayed on our website are as accurate and up to date as possible.
Many of the products available through The Organic Pantry are produced by independent growers, farmers and manufacturers. From time to time these suppliers may change packaging, branding, ingredients, nutritional information, allergen declarations, product specifications or pack sizes without prior notice.
Whilst we make every reasonable effort to update our website promptly, there may occasionally be a delay before these changes are reflected online.
Accordingly:
- Product images are provided for illustrative purposes and may not always show the latest packaging or branding.
- Manufacturers may alter recipes, ingredients, allergen information or nutritional values without notifying us in advance.
- Product sizes, weights and quantities may occasionally change following updates made by the manufacturer.
- Fresh produce naturally varies in appearance, size, colour and shape depending on the season and growing conditions.
If you have a food allergy, intolerance or specific dietary requirement, you should always read the information printed on the product packaging before consuming the product, as this will contain the most current information supplied by the manufacturer.
If you require confirmation of ingredients, allergens or other product information before placing an order, please contact us and we will be happy to assist wherever possible.
Availability of products is subject to seasonal supply, harvest conditions and stock availability. We cannot guarantee that every product shown on our website will always be available.
5. Natural Variation in Fresh Produce
Fresh fruit, vegetables and other agricultural products are natural products, and no two harvests are ever exactly the same.
Many of the products we sell are grown on our own farm or sourced from trusted local growers and producers who work with the natural seasons. As a result, variations in size, shape, colour, weight, texture and appearance are entirely normal and should be expected.
Weather conditions, growing methods, harvest timing and seasonal availability all influence the characteristics of fresh produce. These natural variations are not defects and do not affect the quality or suitability of products for their intended purpose.
Where products are sold by weight, quantities may vary slightly. Likewise, the contents of seasonal veg boxes will change throughout the year to reflect what is growing naturally and what is available from our trusted growers.
We believe that embracing seasonality and natural variation is an important part of sustainable farming and reducing food waste, and we hope our customers enjoy experiencing produce as nature intended.
6. Prices & Payment
Payment
By placing an order through our website, you authorise The Organic Pantry to take payment for the products supplied.
To ensure that customers are only charged for items that are actually available and packed for delivery, payment may not be taken immediately when an order is placed. Instead, payment is usually processed once your order has been finalised, typically on the day before your scheduled delivery.
The amount charged will reflect the products that have been prepared for your order, together with the final weight of any variable weight items.
If, for any reason, we are unable to supply part of your order, you will only be charged for the items that are dispatched.
We use secure third-party payment providers to process all payments. The Organic Pantry does not store your full payment card details.
Variable Weight Products
Some products, particularly fresh meat and certain deli items, are sold by weight.
Where a product is sold in this way, the price shown on our website is a guide price based on an estimated weight. As these products are freshly prepared and cut to order by the butcher, the final weight may vary slightly.
Your final charge will be based on the actual weight of the product supplied. Whilst we always aim to keep any variation to a minimum, the final price may be slightly higher or lower than the guide price displayed when you placed your order.
Promotions and Pricing
From time to time, we may offer promotions, discounts or voucher codes. Unless otherwise stated, these cannot be used in conjunction with other offers and may be withdrawn or amended without notice.
Whilst we take great care to ensure that prices shown on our website are accurate, obvious pricing errors may occasionally occur. Where this happens, we reserve the right to correct the error before processing your order and will contact you where necessary before taking payment.
The final amount charged may differ slightly from the estimated order total shown when your order was placed. This may occur where variable weight products have been prepared to their actual weight, products are unavailable and removed from the order, or substitutions have been made in accordance with these Terms & Conditions. We will only charge you for the products supplied.
7. Product Availability & Substitutions
Many of the products we sell are seasonal, handmade, produced in small batches or supplied by independent growers and producers. Whilst we work hard to maintain stock levels, availability can occasionally change at short notice.
If an item becomes unavailable after you have placed your order, we may:
- provide a suitable substitute of equal or greater quality and similar value;
- omit the item and refund you for it; or
- contact you where a suitable alternative is not available or where we believe a substitution would not be appropriate.
Where substitutions are made, we will always aim to choose products that closely match the original item in quality, purpose and organic status wherever possible.
We will never intentionally substitute a product with one of lower quality.
If you would prefer not to receive substitutions, you may indicate this during the ordering process where this option is available.
8. Delivery
The Organic Pantry delivers using its own fleet of refrigerated delivery vehicles to select areas across Yorkshire and the North of England. By delivering orders ourselves rather than using third-party couriers, we can maintain the quality, freshness and integrity of the food we supply. From our farm and trusted producers to your doorstep, we take pride in ensuring your order remains in our care throughout its journey.
Each delivery postcode is allocated a designated delivery day. Your delivery day is determined by your postcode and will be displayed within your online customer account.
As we operate fixed delivery routes, customers cannot choose an alternative delivery day or a specific delivery time. While we will always aim to deliver within our usual delivery schedule, we are unable to guarantee a particular time of day.
Please ensure that the delivery address and contact details held within your account are accurate and up to date.
Occasionally, deliveries may be delayed due to severe weather, traffic conditions, vehicle breakdowns or other circumstances beyond our reasonable control. Should this occur, we will make every reasonable effort to keep affected customers informed.
9. Delivery Instructions & Responsibility for Goods
Customers may provide delivery instructions within their online account, such as where they would prefer their order to be left if they are not at home.
If no specific instructions have been provided and there is no answer at the property, our driver may leave the order in a location they consider to be safe and appropriate, such as the doorstep or another accessible area at the delivery address.
Where an order is delivered in accordance with your delivery instructions or is left at your property when no alternative instructions have been provided, responsibility for the goods passes to you from the point of delivery.
Our deliveries are made using refrigerated vehicles to maintain product quality during transport. Once delivery has been completed, responsibility for storing chilled and frozen products at the appropriate temperature rests with the customer.
If you are unlikely to be at home when your order is delivered, we recommend leaving a suitable cool box or insulated container with ice packs for chilled and frozen items, together with any delivery instructions you would like our driver to follow.
The Organic Pantry cannot accept responsibility for any deterioration in product quality, temperature or condition after delivery has been completed in accordance with these Terms & Conditions.
If our driver considers that it is unsafe or inappropriate to leave an order unattended, we reserve the right to withhold delivery and contact you to arrange an alternative. Additional delivery charges may apply where a further delivery attempt is required.
10. Reusable Packaging
At The Organic Pantry, we're committed to reducing waste wherever we can. To help minimise our environmental impact, some orders may be delivered in reusable boxes, insulated liners, ice packs or other returnable packaging.
Where possible, we kindly ask customers to return these items to our driver on their next delivery so they can be cleaned, reused or recycled appropriately.
Returning reusable packaging helps us reduce waste, minimise the use of single-use materials and keep our delivery service as sustainable as possible.
We appreciate your support in helping us care for the environment while continuing to deliver fresh, high-quality food.
11. Veg Box Subscriptions
The Organic Pantry offers recurring veg box subscriptions to make receiving fresh, seasonal produce as convenient as possible.
Subscriptions continue until cancelled by you.
You may pause, amend or cancel your subscription by logging into your account or contacting our customer service team before the published order cut-off time for your next delivery.
Changes requested after the cut-off time may not take effect until the following scheduled delivery.
Subscription prices may occasionally change to reflect seasonal availability, supplier costs or changes in the contents of the box. Where a significant change is made, we will provide reasonable notice wherever practicable.
You remain free to cancel your subscription at any time, subject to any orders that have already passed the amendment deadline.
12. Amending or Cancelling Orders
We understand that plans can change.
If you need to amend or cancel an order, please contact us as soon as possible.
Orders may be amended or cancelled up until the published order cut-off time for your chosen delivery day.
Once an order has entered the picking and packing process, we may no longer be able to make changes or cancel it, particularly where fresh, chilled or perishable products have already been prepared for dispatch.
This does not affect your statutory rights where products are faulty, damaged or not as described.
13. Our Quality Guarantee, Returns & Refunds
Our Quality Guarantee
At The Organic Pantry, we take great pride in the quality and freshness of the food we grow and the products we source from trusted suppliers. Every order is prepared with care, and we want you to be delighted with what you receive.
If something isn't right, we want to know. Whether you've received a damaged item, the wrong product, or something that doesn't meet the high standards we expect, please contact us as soon as possible. We'll always aim to resolve genuine issues promptly, fairly and with the personal service you'd expect from an independent family business.
Reporting a Problem
If you experience an issue with your order, please let us know as soon as reasonably possible after delivery by contacting our Customer Services team.
Where appropriate, we may ask you to provide photographs of the affected product to help us investigate the issue and improve our quality procedures.
Depending on the circumstances, we may offer:
- a refund;
- a replacement product;
- a credit to your customer account; or
- another appropriate resolution.
The remedy offered will depend on the nature of the issue and your statutory rights.
Fresh and Perishable Products
Many of the products we sell are fresh, chilled or frozen and are therefore exempt from the usual right to cancel under the Consumer Contracts Regulations once they have been delivered.
This does not affect your statutory rights if products are:
- faulty;
- damaged;
- unsafe;
- not of satisfactory quality.
Returns
Due to the perishable nature of many of our products, we are generally unable to accept returns of food items once they have been delivered.
If we ask you to return a non-perishable item, we will explain how to do so at the time.
Please do not dispose of products that you believe are faulty until we have had the opportunity to investigate, unless doing so is necessary for health or safety reasons.
Refunds
Where a refund is agreed, it will normally be made using the original payment method.
Refunds will usually be processed within a reasonable period, although the time taken for the funds to appear in your account may depend on your payment provider.
Refunds will normally only be made for:
- products that were not supplied;
- products supplied in error;
- products that are faulty, damaged or unsafe;
- products that are not of satisfactory quality; or
- other circumstances where we are legally required or where we consider a refund to be appropriate.
Our Commitment
We believe that buying food should be based on trust. If we make a mistake, we'll do our best to put it right quickly and fairly. We value every customer and welcome feedback that helps us continue improving the quality of our products and service.
14. Our Responsibility to You
We are committed to providing high-quality products and excellent customer service. Nothing in these Terms & Conditions excludes or limits any rights you have under applicable consumer protection laws.
If we fail to comply with these Terms & Conditions, we will only be responsible for losses that are a foreseeable result of our breach or our negligence. We are not responsible for losses that are not reasonably foreseeable.
We are not liable for delays or failures resulting from events beyond our reasonable control. These circumstances are explained in the following section.
Where products have been delivered in accordance with these Terms & Conditions, including any delivery instructions you have provided, responsibility for the goods passes to you at the point of delivery.
Nothing in these Terms excludes or limits our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- any other liability that cannot be excluded or limited by law.
15. Events Beyond Our Control
Whilst we always do our best to fulfil every order on time, there may occasionally be circumstances beyond our reasonable control that affect our ability to supply products or make deliveries.
These circumstances may include, but are not limited to:
- severe weather, flooding or other extreme weather events;
- crop failure or poor harvests;
- outbreaks of animal or plant disease;
- shortages of products or raw materials;
- disruption to suppliers or transport networks;
- road closures, traffic incidents or accidents;
- vehicle breakdowns;
- power failures or interruption to essential services;
- industrial action;
- government restrictions or changes in legislation; or
- any other event beyond our reasonable control.
Where possible, we will let you know if such circumstances affect your order and will always work to minimise any disruption. We will not be liable for delays or failures to perform our obligations where these arise as a result of such events.
16. Privacy
Your privacy is important to us.
Our Privacy Policy explains how we collect, use and protect your personal information, while our Cookie Policy explains how cookies are used on our website.
By placing an order with The Organic Pantry, you acknowledge that your personal information will be processed in accordance with those policies.
17. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes in our business, website, products or legal obligations.
The latest version will always be published on our website together with the date it came into effect.
Any changes will apply to orders placed after the updated Terms & Conditions have been published.
18. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute arising from these Terms & Conditions or your purchase of products from The Organic Pantry shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Contact Us
If you have any questions about these Terms & Conditions, your order or any of our products, we'd be pleased to hear from you.
The Organic Pantry Ltd.
Address: St Helen’s Farm, Rudgate, Tadcaster, LS24 9LY
Email: office@theorganicpantry.co.uk
Telephone: 01937 531693
