Terms & Conditions
Customer Care
Terms & Conditions
Last updated 21 April 2022
By using or submitting an order on this website you are agreeing to our Terms and Conditions. You must be 18 years or over and to participate in the online order service.
1 Purchase Contract
1.1 All use and purchases made on this web site are governed by these Terms and Conditions. If you this website use or order goods or services after we have published any changes to these Terms and Conditions, you will be bound by those changes. Accordingly, you should check prior to each use or order to ensure that you understand the precise Terms and Conditions applicable to your site visit or purchase. To assist you in determining whether the Terms and Conditions have changed since your most recent order we will display the date and time when these Terms and Conditions were most recently updated.
1.2 We will confirm acceptance of your order. This will occur either by message on the website immediately after you have confirmed your order, or by us sending an e-mail to the e-mail address you have provided to us. We may do both, in which case the acceptance will occur on whichever arrives sooner of the web message and the e-mail. At this point the purchase contract will be made and we will supply the goods to you in accordance with your order and these Terms and Conditions.
1.3 You must be 18 years old or over in order to participate in our service.
1.4 The law places certain restrictions on transactions involving alcohol, and accordingly alcohol must be either ordered by you or delivered by us during normal licensing hours. If you have ordered alcohol from us and cannot be at home at your selected delivery time, it is your responsibility to ensure that a suitable person is there to receive the order.
2 Price and Delivery Charges
2.1a With the exception of goods referred to in clause 2.1(b), the price of the goods will be as quoted on the website at the time you confirm your order subject only to any inadvertent technical error for which we will not be liable. If you subsequently amend your order to add items, the prices charged will be those applicable to the new item(s) at the time that the amended order is confirmed. Please note that as promotions are offered for a limited period of time subsequent amendments to your order may mean that certain promotions are no longer being offered.
2.1b Where items are ordered and sold individually by weight (such as certain fresh meat, poultry, fish, cheese or fruit and vegetables) the price of these items (expressed per kilogram or other appropriate unit of measurement) will be the price on the date that they are weighed. Although we have an indicative weight guide on the website, this is merely to assist your planning and the price you will be charged is the price for the actual weight you receive. In the event that there is a change in the price/kg between the time your order is made and the time the item is weighed and priced by the supplier, the price you will be charged will be the price at the time the item is weighed.
2.2 Where applicable, prices include Value Added Tax.
2.3 Each order you make may include a charge for delivery. If your delivery is subject to a delivery charge, it will be shown to you as a separate charge on the delivery confirmation page before you confirm your order. Any delivery charge added to your order will be dependent upon, amongst other things, the value of your order, the date and time of your delivery and your delivery address. Charges may vary from week to week.
2.4 If your order weighs more than 30kg then we reserve the right to contact you with a bespoke delivery charge.
3 Methods of Payment
3.1 Payment may be made by debit or credit card or Paypal. On occasion we may issue vouchers or "money off" coupons which will be accepted towards payment of an order. You cannot pay for your order by cash or cheque.
3.2 The debit, credit and charge cards accepted by us are those listed on the web site on the date on which your order is placed.
3.3 Payment will be requested from your card issuer at the point of order. Any items that are not available at the point of dispatch will be refunded to your original payment method when your order is dispatched. We reserve the right to terminate our agreement with you if we are refused authority for payment or reasonably believe that payment will be refused at any stage.
3.4 You agree to compensate us in full against all reasonable costs expenses and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs. This will include an administration charge of not less than £20. We may at any time after a failed payment has occurred ask a debt collection agency to collect payment from you.
4 Delivery
4.1 Delivery will be made to the address specified by you during the order process on the website. You have the ability to change this address with each new order through the website, within 1 hour of ordering, and you must do so if you move home so that we can deliver to the correct address. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether.
4.2 Products are subject to availability and prevailing market conditions. We may limit the quantities of goods (particularly goods on special offer) supplied to any one customer if in our opinion the quantity ordered jeopardises availability for other customers.
4.3 We will always try to supply you with the full quantity that you have ordered. If you are not satisfied with the quantity you have received we will arrange with you for non-perishable goods to be returned to us (please note that the goods must not be used and must be in good condition). In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly. You will be refunded for any incorrect goods or goods which you have not received. In any event, subject to clause 7.1 below, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.
4.4 All of our deliveries require a signature on receipt. It is your responsibility to ensure that an appropriate person is available at the delivery address on the delivery day, or provide suitable delivery instructions through your tracking number. If no one is at the address when the delivery is attempted the goods will left in a safe place or delivered to a local pickup point. We will leave notification of delivery or details for collection.
4.5 Please note adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to in order to reschedule your delivery time and date. In any event, subject to clause 7.1 below, our liability to you will be limited to the price of goods not delivered and the cost of delivery.
4.6 We will ordinarily only make deliveries when an appropriate person is able to receive the delivery. In the event that an item is left in a safe place, we expressly disclaim all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination and the result of any change in temperature.
5 Defective Goods
5.1 We guarantee the quality of our goods. You must inspect the goods and notify us promptly in writing of any dissatisfaction with your order. We will promptly and fully refund the price of any goods that do not meet with your reasonable satisfaction or arrange for the delivery of replacement goods, provided that you notify us within 30 days of delivery of the goods. We will arrange with you for the goods to be returned to us.
5.2 Subject to clause 7.1 below, we will not accept any further claims for loss from or in connection with the supply of faulty goods, whether direct, indirect, consequential or otherwise, howsoever arising.
6 Amendment of Orders and Cancellation Rights
6.1 Unless otherwise notified to you in the confirmation e-mail it is not possible to amend your order after it has placed.
6.2 In respect of non-perishable items, you have the right to cancel the contract at any time until the expiry of the 7th working day after the date of delivery of the goods by notifying us in writing. In the case of perishable items you do not have the right to cancel the contract. Should you wish to cancel your order after placing the order but prior to the time of delivery, we shall be entitled to charge you in full for an amount equal to the price of the perishable items contained in your order.
6.3 We will arrange with you for cancelled non-perishable goods to be returned to us, and we will credit your payment card with the price of such goods within a reasonable period from the day on which cancellation was given (provided payment has already been debited to your payment card).
7 Warranty and Liability
7.1 Nothing in these Terms and Conditions will restrict our liability for death or personal injury resulting from our negligence, breach of contract or breach of statutory duty, nor will any of these terms restrict any of your statutory rights. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizen's Advice Bureau.
7.2 In addition to paragraph 4.4, we will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment, road traffic problems.
7.3 Other than as set out in clause 7.1, our maximum liability arising out of any order for the supply of goods to you under this contract will be limited to the retail price of the goods contained in that order.
8 Privacy
8.1 We respect your privacy. The personal information that you give us is held with care and security. We do not sell, rent or transfer this information to third parties for their marketing purposes unless you agree otherwise.
8.2 If you register for an account, you will set a password. Please keep this secret, as you are entirely responsible if you do not maintain the confidentiality of your password. You are entirely responsible for all orders placed with us or information given to us under your e-mail address in combination with your password. You must immediately notify us of any unauthorised use of your e-mail address and/or password or any breach of security known to you.
9 Customer Complaints
9.1 Any Customer complaints should be addressed to Planet Organic Customer Services – you will find an e-mail link or address and telephone numbers listed on our website in the "Contact" section.
10 Special Offers Promotions and Competitions
10.1 From time to time, and in our complete discretion, purchases of goods may be subject to special offers. In the event that such a special offer applies to your purchase, the terms of such special offer shall be subject to these Terms and Conditions. If there is any conflict between the terms of a special offer and these Terms and Conditions, these Terms and Conditions shall prevail unless specifically excluded.
10.2 We may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. Subject to clauses 2.1(a) and 4.2, we will honour at the offer price any order placed by you before an offer ends or is amended or withdrawn.
10.3 We reserve the right to offer in our complete discretion different customers different special offers, promotions and the ability to enter different competitions.
11 General
11.1 If any of these Terms and Conditions is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms and Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.
11.2 While every care has been taken to ensure the product information shown on the website is correct, food products are constantly being reformulated and nutrition content may change. We would therefore recommend that you do not rely solely on this information and always check products labels.
11.3 All product images used on our web site are only representative of goods on offer. Actual goods may not be exactly the same size, design or packaging. In the event that you are not happy with any goods received, you have the right to cancel your order, return the goods in good condition to us within 30 days and receive a full refund of the purchase price paid.
Privacy & Safety
This Privacy Notice was last updated on 21 April 2022.
Data protection principles
Data protection law says that the personal information we hold about you must be:
1. Used lawfully, fairly and in a transparent way.
2. Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.
3. Relevant to the purposes we have told you about and limited only to those purposes.
4. Accurate and kept up to date.
5. Kept only as long as necessary for the purposes we have told you about.
6. Kept securely.
The kind of information we hold about you
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
The type of information we collect from you will depend upon the type of interaction you have with us. We have grouped the information together as follows:
• Identity Data includes your first name, last name, username or similar identifier, title, date of birth and gender;
• Contact Data includes your delivery address, billing address, email address and telephone number;
• Financial Data includes your payment card and payment account details;
• Transaction Data includes details about your orders and the products you have bought from us, the services you have used, and the payments to and from you;
• Technical Data includes your internet protocol (IP) address, your login data, browser type and version, time zone settings and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use, your unique device identifiers and other diagnostic data;
• Profile Data includes your username and password, purchases and orders placed by you, your interests, preferences, requirements, feedback and survey responses;
• CCTV Data is images of you captured by our in-store CCTV systems;
• Usage Data includes information about how you use our Website, the pages you visit, the time and date of your visit, the time spent on the pages you visit, and information about how you use our products and services;
• Marketing and Communications Data includes your preferences to receive marketing communications from us and information contained in communications you send to us; and
• Social Media Data includes your social media account username or handle and the information, messages, images and content you post on our Social Media Pages.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific Website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
How is your personal information collected?
We collect personal information about you:
• through your use of the Website such as when you place your order via the Website;
• through your use of the Services;
• when you join our Member Groups;
• through your use of, and interaction with, our Social Media Pages;
• through you registering for, and attending, our Events; and
• when you otherwise provide us with your personal information.
How we will use information about you
We will only use your personal information when the law allows us to. Most commonly, we will use your personal information in the following circumstances:
1. Where we have your consent.
2. Where we need to perform the contract we have with you.
3. Where we need to comply with a legal obligation.
4. Where it is necessary for legitimate interests pursued by us or a third party and your interests and fundamental rights do not override those interests.
Situations in which we will use your personal information
We need all the categories of information in the list above primarily to allow us to fulfil your orders and to enable us to provide our services to you. We may also use your personal information to pursue legitimate interests, provided your interests and fundamental rights do not override those interests and to comply with the law. The situations in which we will process your personal information are listed below.
We may process personal data in the following ways:
• To register you as a customer and to set up your customer and user accounts with us and to set your preferences.
• To allow you to make purchases via the Website, to apply discounts and promotional offers, to fulfil your orders, and to process refunds due to you.
• To allow you to make use of the Services and to join and participate in Member Groups.
• To allow you to subscribe to, interact with, and receive content from, our Social Media Pages and to display content from our Social Media Pages on our Website.
• To store data within our data warehouse and use data analytics and analysis to review and better understand customer behaviour and trends and to improve our Website, products/services, marketing, customer relationships and experiences.
• To ensure that content on the Website is presented in the most effective and relevant manner for you and for your device and to tailor the Website’s experience and content based on the way that you use the Website.
• To manage our relationship with you which includes notifying you about changes to our terms of business and privacy notices and asking you to leave a review, participate in customer research or take a survey.
• To enable you to take part in promotions and competitions.
• To administer and protect our business, Website (including troubleshooting, data analysis, testing, system maintenance, security, support, reporting and hosting of data).
• To deal with your enquiries, requests, complaints and claims.
• To prevent fraud and criminal activity.
• To carry out product recalls.
• To notify you about changes to our Website and Services.
• To provide you with marketing content in line with your preferences and to measure the effectiveness of the marketing communications we send you.
• To store cookies on your device.
• To comply with legal or regulatory requirements.
• For our business management and planning, including accounting and auditing.
If you fail to provide personal information
If you fail to provide certain information when requested, you may not be able to purchase goods from us, we may not be able to provide the Services to you, we may be prevented from carrying out the tasks above for your benefit, or we may be prevented from complying with our legal obligations.
Change of purpose
We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
Automated decision-making
We do not envisage that any decisions will be taken about you using automated means under this Privacy Notice, however we will notify you in writing if this position changes.
Why might you share my personal information with third parties?
We will share your personal information with third parties where required by law, where it is necessary to administer our relationship with you or in order for a third-party service provider to provide a service related to our relationship with you.
Which third parties process my personal information?
"Third parties" include our third-party service providers and other entities within our group.
We will share your personal information with our service providers including couriers to deliver your orders, our payment processor to facilitate your payments (see below), marketing companies to run and fulfil our marketing campaigns, event organisers to arrange and organise our events, e-commerce providers to power our Website, e-commerce tools and customer experiences, together with IT software and services providers, website hosting service providers, data analytics and analysis service providers, data warehouse providers, and administrative services providers.
How secure is my information with third parties?
All our service providers and other entities within our group are required to take appropriate security measures to protect your personal information. They must only process your personal information for specified permitted purposes and in accordance with data protection law.
When might you share my personal information with other entities in the group?
We may share your personal information with other entities in our group as part of our regular reporting activities on company performance, in the context of a business reorganisation or group restructuring exercise, for system maintenance and support and hosting of data.
What about other third parties?
We may share your personal information with other third parties, for example in the context of the possible sale or restructuring of our business. In this situation we will, so far as possible, share anonymised data with the other parties before the transaction completes. Once the transaction is completed, we will share your personal data with the other parties if and to the extent required under the terms of the transaction.
We may need to share your personal information with a regulator or to otherwise comply with the law.
We may need to share your personal information with our professional advisors, the authorities and the courts in certain situations (for example, to enforce our legal rights or to defend ourselves against allegations or claims made against us, to prevent or investigate wrongdoings or suspected wrongdoings or to protect and safeguard the users who use our Website and Services).
Transferring information outside the UK and the EEA
We may transfer the personal information we collect about you outside the United Kingdom and the European Economic Area.
However, to ensure that your personal information does receive an adequate level of protection we will make sure that we take steps necessary to protect your data as required by applicable laws. For instance, we may put in place the EU Commission’s approved Model Contractual Clauses and supplementary measures or equivalent levels protections to ensure that your personal information is treated by those third parties in a way that is consistent with and which respects the EU and UK laws on data protection.
Data security
We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to access your personal information. They will only process your personal information on our instructions, and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.
However, you should be aware that the transmission of information and data is never completely secure and there is a measure of risk associated with the use of any online service.
Data retention
How long will you use my information for?
We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. We undertake annual reviews of our retention periods and the data we are processing.
Generally, we will retain your personal information for 3 years after our last interaction with you, after which we will anonymise it so that it can no longer be associated with you, in which case we may use such information without further notice to you.
We will only retain your personal information for longer than 3 years (up to a maximum of 6 years) in situations where that information relates to a complaint or legal claim. We would of course keep your information for longer id the law required us to do so.
Rights of access, correction, erasure, and restriction
Your duty to inform us of changes
It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes. You can contact us at the postal or email address set out above.
Your rights in connection with personal information
Under certain circumstances, by law you have the right to:
• Request access to your personal information (commonly known as a "data subject access request"). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
• Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
• Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).
• Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.
• Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.
• Request the transfer of your personal information to another party.
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact us at the postal or email address set out above.
No fee usually required
You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.
Right to withdraw consent
In the limited circumstances where you may have provided your consent to the collection, processing and transfer of your personal information for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. To withdraw your consent, please contact us at the postal or email address set out above. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law.
The withdrawal of your consent will not affect the lawfulness of any processing carried out before your consent was withdrawn.
Use of cookies and similar technologies
We use cookies and similar tracking technologies to track the activity on our Website and we hold certain information collected via cookies.
Links to other sites
The Website and our Social Media Pages may contain links to other sites that are not operated by us. If you click a third-party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.
We have no control over, and assume no responsibility for, the content, privacy policies or practices of any third-party sites or services.
Changes to this privacy notice
We may update this notice at any time. When we update this notice, we will post the updated version at the various data collection points so you can read and understand the new notice. If we make significant changes to the ways we use personal information we have already collected from you, we will take separate steps to notify you of the change and we will seek your consent as appropriate.
You should review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.
Wholesale Inquiries
Please call us or email at iknewa@gmail.com for Wholesale Inquiries and Discounts.
Payment Methods
- Credit / Debit Cards
- PAYPAL
- Offline Payments