Terms and Conditions: Fruitful Home deliveries

Last update: 16th October 2020

By placing an order on our website www.fruitfulhome.co.uk you are agreeing to the following Terms & Conditions.

Please read these terms carefully before you submit your order to us. These terms tell you who we are and how the service will work.

The terms ‘we’, ‘us’, ‘our’ or ‘Fruitful Home’ are each intended as reference to Fruitful Office Ltd, a company registered in the Registrar of Companies for England and Wales with company number 5655624.

The terms ‘Box’ or ‘Boxes’ refer to our different fruit and veg box products which are provided by Fruitful Home.

1. Order set-up

  • All subscription requests received for our Boxes are subject to acceptance by Fruitful Home
  • To set up an order, please complete the steps on our website www.fruitfulhome.co.uk to create a new account (including client area on our website) and your order
  • Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so by logging into your client area and making the necessary alterations
  • Once you press Confirm order and proceed to payment you will be redirected to a third-party secure payment provider Sagepay/Opayo to provide your card details (See the Payment section below)
  • Once the process is complete you will receive an Order Confirmation email with details of your order and you will be provided with a Customer Number to be used in any correspondence with our Customer Service team
  • If you have any difficulties with the order set-up, please contact us on hello@fruitfulhome.co.uk

2. Order changes

  • If you wish to make any changes to your order, please do so by logging into your client area on the Fruitful Home website and using the “your orders” page.
  • Because our fruit and vegetables are sourced to order, we can only guarantee changes to an order if requested (by midday) two business days before the scheduled delivery day. For example, if your delivery day is a Friday, any changes must be made before midday on Wednesday. Any changes made after this point will still be processed but will only affect deliveries from the following week after.
  • By joining Fruitful Home’s Box service, you understand that we offer an ongoing weekly delivery service. If you ever want to skip a delivery, you must place the order volume to “0” using the “your orders” page in your account by the cut-off as mentioned above.

3. Our Home Boxes

  • The fresh produce you receive may vary slightly from their pictures. We believe our Boxes always look and taste delicious, but please note that the images of the fresh produce on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your device's display of the colours accurately reflects the colour of the produce
  • The produce which you actually receive in your Box will be based on what is in season and what is available with high quality that week. This is to ensure that the produce you receive is the freshest and highest quality possible. We can confirm that the produce is always First-Class category produce – the highest quality category
  • It is not possible to tailor the boxes to individual requirements because produce availability and quality varies from week to week. Suggestions can be sent through to hello@fruitfulhome.co.uk
  • The packaging of the Boxes may vary from that shown in images on our website or in other promotional materials supplied to you

4. Prices

  • The price of each Box will be the price indicated on the website and is in pounds sterling (£) and includes VAT (if applicable)
  • Being basic goods, fruit and vegetables are zero-rated for VAT, meaning no VAT is charged on the Boxes. However, please note that if the contents of the box ever do become subject to VAT, we would be forced to adjust the price to reflect this
  • There are no delivery charges and no other hidden charges

5. Discount codes

  • On occasion we may create promotional discount codes. A discount code could enable you to receive a discount on your deliveries during a specific period starting on your initial order creation date, unless otherwise specified
  • We reserve the right to change the offer at any time, and withdraw discount codes at our discretion
  • The same discount code cannot be used twice by the same household
  • More than one discount code cannot be used at the same time

6. Delivery policy

  • We will deliver at any time between 8.00 am and 5.00 pm, Monday to Friday. Deliveries are more likely to arrive, however, in the morning up to 12.00 noon. You will either receive your deliveries from a Fruitful Office van or a third-party courier service. We cannot guarantee specific delivery slot times
  • We are not responsible for delays outside our control, including force majeure events which may impact deliveries. If the delivery of the Box is delayed by an event outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay
  • If there is a substantial delay not included in the clause above, please contact us to receive a refund. Any delay you inform us about is eligible for the following discounts:
  • Next-day delayed delivery: 10% discount on the value of the Box delivery
  • No delivery: Full discount on the value of the Box delivery
  • If no-one is available at your address to take delivery, we will leave your Goods in your nominated “safe place” (as specified in the Delivery Note in your setup form and online client area). Fruitful Home cannot be held responsible for the quality of your Box if its quality is compromised while in your “safe place”.

7. Hygiene and allergies

  • All fruit and vegetables in our Boxes should be rinsed in water before eating
  • In the Box description on the website, we provide a list of the fruit and vegetable varieties which can be included in each Box type
  • If you have any fruit or vegetable allergies, please ask someone to double-check the box contents before opening. If this method is still a risk for you, we would recommend you stop the service as soon as possible

8. Payment

  • Our website uses a third-party payment provider, Sagepay/Opayo, for online card payments. When you set up the account, you add your debit card details directly on to the SagePay/Opayo secure site - no card details are stored on any computers/servers belonging to, or managed by, Fruitful Office. All payment information is transmitted in secure mode and is encrypted
  • We accept payment by Visa or Mastercard debit card (other payment options may be added in the future)
  • When you set up your order, payment will be taken for your first week’s worth of deliveries
  • Payment for each subsequent delivery is taken two business day before your scheduled delivery day.
  • The Box must be paid for in full before it is despatched. If payment in full is not received on your card, your Box will not be sent to you. If payment does fail, we will try to contact you to request an alternative card to make payment. Please keep an eye on the expiry date of your debit card
  • Each week you will receive an email to confirm that payment has been successful
  • If you need to update or change your debit card details please do so by logging into your client area and navigating to ‘your payment details’. Please note that at this point you will be charged for one week’s worth of deliveries (which is how we authenticate your card). Subsequent deliveries will follow the usual payment process: two business days before your delivery day

9. Returns and refunds policy

We care an awful lot about the fresh Boxes we send to our customers. If you are in any way disappointed with our Boxes or service, please email us at hello@fruitfulhome.co.uk. Please make sure you use your Customer Number when communicating with us.

Alternatively, you can call us on 0345 643 1615 or write to us at:
Fruitful Office Ltd
Customer Service team
Brandon House
Marlowe Way
Croydon, CR0 4XS

Quality issues: fresh produce is perishable and sensitive. If you experience a quality issue please send our Customer Service team an email, within 12 hours of your box’s arrival, to hello@fruitfulhome.co.uk with a photo of any damaged produce and we will refund the proportional amount for the damaged portions back on to your debit card. Given the Boxes contain perishable items please do not return your box to us by mail.

Delivery delay: please see the Delivery policy section above.

No delivery: if no delivery has been made please contact our Customer Service team by e-mailing us on hello@fruitfulhome.co.uk. If no delivery has been made, a full refund on the value of the Box will be given.

Our Customer Service team operates between 9:00am and 5:00pm Monday to Friday. We aim to respond to customer service matters within one working day and resolve all complaints within three working days. Calls may be monitored for training purposes and to maintain our high level of quality service. All calls are charged at the national rate.

10. Cancellations

  • If you feel you would like to halt or stop the service, you can stop your order easily by logging into your account online and putting all volumes to “0”
  • Please note that a cancellation has to be done 3 business days before the due delivery day, or you will receive another Box before the cancellation takes effect

11. Privacy policy

  • We promise to look after your personal data in accordance with data protection rules. If you want to learn more, take a look at our Privacy Notice.

12. General

  • Our trading address is: Fruitful Office Limited, Brandon House, Marlowe Way, Croydon CR0 4XS
  • We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Fruitful Home site and service from time to time. We will post any changes on the Fruitful Home site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Fruitful Home site or service. Any amendment to our Terms and Conditions will be deemed to apply 6 hours from being updated
  • We do not guarantee that our website or services will be uninterrupted or error-free and we will not be responsible for any losses arising from such errors or interruptions. Additionally, we reserve the right to suspend, restrict or terminate access to the Fruitful Home website and services for any reason at any time for repair, maintenance, improvement or other technical reason, and to make changes to them
  • These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Fruitful Home site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect
  • A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act
  • In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof
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