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PLACEMENT & ACCEPTANCE OF ORDERS
Castle Farm’s acceptance of an order takes place when the goods are prepared and packaged for despatch, not upon completion of the online ordering process.
Orders are usually processed within 3 working days of receipt, and in any case within 30 days of receipt of order (unless otherwise agreed with the customer).
If Castle Farm cannot supply the product(s) ordered, the customer will be informed by email or by telephone (at the number supplied when the order was placed), usually within 3 working days of receipt of the order. The customer will be refunded for out of stock items.
Payment for goods is required in advance of the despatch of orders.
All correspondence relating to orders will be in English.
Free P&P on Gift & Oil Orders over £50.00.
FREE DELIVERY ON ORDERS OVER £50.00, excludes any dried flowers, fresh or dried hop bines, hop plants, hampers, hop twine or vouchers. Discount will automatically be calculated at checkout.
Product Descriptions and Prices
Products are described as fairly and accurately as possible when listed on the website. Packaging may vary from that pictured on the website. Whilst efforts are made to ensure the product colours are accurate on the website, the colours seen will depend on individual monitors and thus the colour of the product on delivery may differ from that viewed on screen. All prices are listed including VAT where appropriate.
Payment
Castle Farm accepts payment by Visa, VisaDebit, MasterCard, MasterCard Debit, Maestro and Electron. Orders placed through Castle Farm’s website are processed by Shopify Payments. Payment is taken immediately when the order is placed.
Cancellation
Under the Distance Selling Regulations, EU customers have the right to cancel an order within seven working days (beginning the day after receipt of goods). Notice of cancellation should be in writing – either by email (orders@castlefarmkent.co.uk) or post (see Company and Contact Details below). Should a customer wish to exercise their right to cancel and the goods have already been despatched/delivered, the goods should be returned to Castle Farm as soon as practicable. Please see Returns: Non-Faulty Goods.
The right to cancel an order does not apply to fresh hop bines, hop plants, fresh-cut lavender, Lavender plants, lavender massages or any specific orders for non-standard goods.
Returns Information
(1) Faulty or Damaged Goods If the goods are faulty or damaged, please contact us by telephone (01959 523219) or email (orders@castlefarmkent.co.uk) within 5 working days of receipt. The return, collection or disposal of the goods will then be discussed and an appropriate course of action agreed. In the case of faulty or damaged goods, Castle Farm will refund the return cost of return in addition to the original price paid for the goods.(2) Non-Faulty Goods Where the goods are not faulty and the customer has exercised their right to cancel (see Cancellation above), the goods should be returned to Castle Farm. As a courtesy, we request that you telephone or email to notify us of your intentions before returning the goods so that we can advise on return packaging and delivery methods. We recommend the use of Recorded or Special Delivery for the return of goods. Castle Farm is not responsible for the cost of retrieving the goods. The customer has a duty to take reasonable care of the goods. If the goods are not returned, Castle Farm may arrange to have them collected from the customer at the customer’s cost. Address for Returns The Hop Shop, Castle Farm, Redmans Lane, Shoreham
Sevenoaks, Kent TN14 7UB
Refunds
Upon cancellation of an order, the refund will be processed as soon as possible after the customer cancels, and in any case within 30 days at the latest. Refunds will be made via the original payment method.
In some cases we reserve the right to issue refunds in the form of a Castle Farm gift card / discount code to be redeemed either in store or online.
As of 2021 all Castle Farm events are non-refundable and non-transferable/amendable.
Complaints
Complaints should be sent in writing, either by email (orders@castlefarmkent.co.uk) or in a letter to: The Hop Shop, Castle Farm, Redmans Lane, Shoreham, Sevenoaks, Kent, TN14 7UB, U.K.
Statutory Rights
None of Castle Farm’s terms affect the statutory rights of the consumer.
COMPANY AND CONTACT DETAILS
Email: hello@castlefarmkent.co.uk Telephone: 01959 523219 10am-5pm Monday to Friday. All calls to the above telephone number are charged at the standard rate. William Alexander (Shoreham) Ltd trading as The Hop Shop / Castle Farm Registered in England & Wales, Company No. 1978291 Registered Office: Castle Farm, Redmans Lane, Shoreham, Sevenoaks, Kent, TN14 7UB, U.K. VAT No: 356 6778 04
