Terms and conditions

1. Who you are buying from

Snack Culture is operated by Snack Culture Limited, registered in England under company number 15109484.

Registered office: 21 Barry Lawson Close, Manchester, M8 9EY
Trading and correspondence address: 21 Barry Lawson Close, Manchester, M8 9EY
Contact: sales@snackculture.co.uk · 07936504300
We are not VAT registered.

These terms cover website and telephone orders for packaged snacks and bakery orders arranged through Snack Culture. An individual buying wholly or mainly outside their trade, business, craft or profession is a consumer. Consumer rights below apply according to the actual purchase, not merely because a company field was filled in. Separate business-order provisions are clearly identified.

2. Orders, quotations and acceptance

Check products, piece quantities, prices, addresses and dates before placing or approving an order. Website and email communications are in English. You may save or print these terms. An enquiry, automatic acknowledgement or pro-forma alone is not acceptance. A contract is accepted when we expressly confirm acceptance or dispatch the goods, whichever occurs first. An email expressly confirming the order can be that acceptance even when generated automatically. We will not hold payment indefinitely while deciding whether to accept an order.

Quotes are valid for the period stated in the quote; where no period is stated, price and capacity must be reconfirmed before acceptance. If we cannot accept an order, or identify a genuine material price/description error before acceptance, we will contact you and refund any payment for the rejected order promptly. We will not increase an agreed price or substitute products without your agreement.

When placing an order for an organisation you confirm that you are authorised to act for it. We may ask for clarification of delivery or payment details and may refuse suspected fraudulent or abusive orders before acceptance. Refusal does not remove rights for orders already accepted.

3. Prices, payment and documents

Prices are in pounds sterling. The amount payable, including applicable taxes and delivery, is shown at checkout or in your agreed quotation before you commit. Bakery quotations are per piece; their prices are not listed publicly. Bank transfer is offered only where enabled for your signed-in account or agreed by Sales. Cash is an administration-only arrangement. Payment must clear before dispatch unless we expressly agree otherwise in writing. Clicking an email button or sending transfer advice is not evidence that funds have cleared.

Use the SC order reference for a bank transfer. Independently verify any unexpected change of bank details with us using a known contact method. Our pro-forma is a payment request, not a VAT invoice. No card surcharge is applied. Promotional eligibility and delivery thresholds are shown before payment; a snack-shop promotion does not automatically apply to a separately quoted bakery order.

4. Fresh Bakery

The public bakery offer starts at six pieces. Any smaller quantity, mixed-flavour arrangement or special request is an exception requiring our written agreement after checking supplier capacity. Small orders can be ready in 24 hours and large batches in 48 hours, subject to confirmation. The batch cut-off is 2pm UK time; later requests join the following day's batch. These are preparation lead times, not guaranteed delivery dates. We confirm delivery area, charges, availability and timing before accepting the order.

Our bakery partner supplies its own branded packaging. Natural differences in handmade appearance are possible, but the goods must still match their description and agreed specification. We remain your seller and first point of contact; using a partner does not transfer your contractual rights or statutory remedies away from Snack Culture.

Tell us about required product specifications before ordering. We provide the relevant ingredient/allergen information before purchase and with delivery. We do not promise allergen-free production unless expressly supported for that product. Read labels and follow storage/consumption instructions; contact us if information is missing or inconsistent. Please describe product requirements without sending unnecessary individual medical information.

5. Delivery, address accuracy and storage

See our delivery information and the delivery terms confirmed for your order. Give a complete address, access instructions and a named recipient able to receive food. Notify us promptly of corrections. If incorrect customer instructions cause a failed delivery, any proposed additional delivery cost will be explained and agreed; it is not an automatic penalty. Where we are at fault, you do not pay the cost of putting the error right.

For consumers, the goods remain our responsibility until physically received by you or a person you identify, except where the law provides otherwise for a carrier independently commissioned by you. An essential delivery date agreed in advance remains part of our obligation. Delays do not remove your legal right to cancel or obtain an appropriate remedy. We will notify you of significant problems and work towards a reasonable solution.

6. Cancellation, returns and faulty goods

Our Returns and refunds policy forms part of these terms. Consumer cancellation rights apply to eligible shelf-stable products bought remotely. The exemption for goods liable to deteriorate or expire rapidly is not a blanket exemption for all food. Statutory rights for faulty, damaged or misdescribed goods apply even where change-of-mind cancellation is excluded.

For perishable bakery orders where a statutory change-of-mind right does not apply, contact us as early as possible to request an amendment or cancellation. If we agree cancellation after committing to production, any deduction will be limited to reasonable, directly incurred, unrecoverable costs resulting from that cancellation, after reasonable efforts to mitigate the loss, and will not exceed the agreed order price. We explain the calculation and refund any unneeded balance. We do not automatically forfeit every deposit or payment.

7. Business customers only

Business purchases do not have the consumer 14-day cooling-off right. Once an order is accepted, changes, non-fault returns or cancellation require written agreement unless a legal remedy applies. We may reasonably decline a discretionary change once goods are ordered or production begins. Any agreed cancellation charge is limited to the direct, unrecoverable loss reasonably caused, less avoided costs or resale proceeds, and capped at the order price. No unilateral new cancellation fee is applied after acceptance.

Business buyers should check deliveries and tell us promptly about shortages or apparent damage, ideally within 48 hours with available photographs and batch details. This request assists investigation; it does not extinguish a claim where earlier notice was not reasonably possible or limit a non-excludable right.

Subject to the exclusions below and to statutory reasonableness requirements, our total liability for a business order is limited to the amount paid or payable for that affected order, and we exclude indirect or consequential business loss and lost profit, revenue or business opportunity. This cap does not limit an express refund we owe or liability that cannot lawfully be limited. It applies only where fair and reasonable in the circumstances.

8. Liability, complaints and law

For consumers we are responsible for reasonably foreseeable loss caused by our breach or failure to use reasonable care; we do not impose the business liability cap. Nothing excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, title to goods, or any non-excludable legal right, including remedies for faulty or misdescribed products.

For a complaint, contact cs@snackculture.co.uk with the order reference and what happened. We will investigate and explain the proposed resolution. Where a dispute cannot be resolved, we will provide any information about alternative dispute resolution that the law requires; we do not assert membership of a scheme we have not joined.

English law applies. Business disputes are subject to the courts of England and Wales. Consumers retain the mandatory protections and right to bring proceedings in their home jurisdiction where applicable, including Scotland and Northern Ireland. Updated terms apply to future orders, not retrospectively to accepted orders without agreement. If a clause is unenforceable, the remaining lawful clauses continue to apply.