Remarkable Food For Your Freezer

Terms and Conditions COOK Lymington (Neal Frith Retail Limited)

None of the following is particularly interesting but the reality is that we live in a world dominated by lawyers and so, while tiresome, it is essential that we include all of this. This does not affect your statutory rights of course.

These Terms and Conditions were updated in October 2011

1. Registration
By signing up to our website and purchasing products from Neal Frith Retail Limited trading as COOK Lymington, an appointed franchisee of COOK Trading Limited, you are agreeing to the terms and conditions of sale which apply to all transactions on
Signing up to the service means we must have the following information:
 Your address, including the postcode, of the billing address associated with the payment card.
 Your home telephone number or mobile telephone number
 Your email address, so we can supply you with important information such as your order confirmation and delivery details
Neal Frith Retail Limited trading as COOK Lymington, an appointed franchisee of COOK Trading Limited, only sells goods on the website to the end user and they must not, in any way, be resold without our prior written consent.
There will be two stages of order confirmation. The first will be the 'on screen confirmation' immediately after the payment has been received, and the second will be a telephone call or email to confirm your full order details.
We do not hold your payment details from any previous orders. Therefore, every purchase at will require new payment details entered.
It is your responsibility to keep your password secure.

2. Product Prices
The price of goods charged will be as quoted on the web site at the time you confirm your order with us. Excluding any inadvertent technical error on pricing, we will honour any
prices as published at the time of placing your order. Your credit card shall only be charged for items dispatched to you.
Due to differing product promotions the prices displayed on the website may vary to prices in our retail stores and independent outlets selling our meals.
If you order a large portion-size of a meal and it is not available then we will endeavour to supply the same number of total portions but in smaller tray sizes. Your card will not be charged extra if the price of these smaller trays is greater than the ordered amount.
All of our food products are zero-rated for VAT. However, the price of our ice cream, ceramic dishes and a few other nut containing products are VAT chargeable at the standard rate. Our VAT Registration Number is GB 118 8682 81.
Our minimum order level is £30. A delivery charge of £5 is applied to all orders between £30 and £55 with free delivery is provided on any order over £55. COOK Lymington deliver to selected SO and BH postcodes. Please ask the shop for full details.
Prices of goods do not include the delivery charge.

3. Vouchers and Discounts
Discounts offered in the COOK Lymington shop or other COOK shops or within any COOK publicity material are not necessarily offered for use against sales delivered via the COOK Lymington Home Delivery service.
If discount vouchers are issued they may not be usable in conjuction with other offers.
Please check expiry dates on any vouchers as they do have a time limit and we do want you to have the opportunity to use them. Each voucher code may be used only once per household and COOK Lymington reserves the right to refuse a sale if it feels that fraud is suspected.
Different households may receive different offers.

4. Gift Vouchers
COOK Retail Gift Vouchers are not redeemable for Home Delivery orders when the order is placed online or over the phone and COOK Home Delivery vouchers are not redeemable in COOK Clifton. COOK Gift Vouchers are not redeemable in independent outlets.
COOK Gift Vouchers cannot be exchanged or refunded for cash.
COOK Gift Vouchers can be used towards the purchase of goods at a higher price than their face value upon payment of the difference. No change or credit will be given for unused portions of a voucher.
Neal Frith Retail Limited trading as COOK Lymington, an appointed franchisee of COOK Trading Limited, is under no liability for replacement or refund should vouchers be lost, stolen, damaged or destroyed whether they have been redeemed or not. Furthermore we reserve the right to refuse any vouchers which have been mutilated, damaged or defaced.
COOK Gift Vouchers are only valid with the unique serial number printed on the reverse and for the amount printed next to it.

5. Delivery
Neal Frith Retail Limited trading as COOK Lymington, an appointed franchisee of COOK Trading Limited will agree a delivery date and time with you and will telephone or email you to confirm delivery arrangements.
If no special instructions are added during the delivery details screen of the order process or during any subsequent communication, COOK Lymington expects the customer to be present to accept the order. No boxes can be returned to the shop. They will be left at the agreed delivery address and become the responsibility of the customer.
Special requirements will be followed, but please make sure that they are deemed 'reasonable' e.g. allowing ample space in freezers for the delivery boxes. Instructions to knock at a neighbour’s house should mean it is within short walking distance of your property, and does not involve the delivery team travelling any further.
We will endeavour to deliver within the time span agreed, however due to circumstances beyond our control such as weather and traffic conditions we may not always be able to achieve this. In this situation we will try to deliver at the earliest opportunity.
Technology Transfer Limited trading as COOK Lymington, an appointed franchisee of COOK Trading Limited, will attempt to contact you prior to the driver leaving a failed delivery as we are keen to make sure that the service works for you, but we can't guarantee we will be able to get hold of you.
We reserve the right to restrict deliveries in certain areas and this includes the right to withdraw the service altogether, depending on the demand on our kitchen.

6. Cancelling an Order (United Kingdom Distance Selling Regulations)
As an online retailer we are governed by the UK Distance Selling Regulations. However, as we are selling perishable goods, the regulations relating to the return of unwanted goods do not directly apply to us. For more information, please go to
Orders can be cancelled any time up until the moment that they are dispatched.

7. What if I'm not happy with my goods?
Our refund policy
As we sell perishable goods, we ask that you - the customer - inspect the food once you have opened the box. Refunds are made against products that are damaged in transit or for missing goods and not for matters of taste or a change of mind. If you are unsatisfied with any of the items in your order or any part of the delivery service from COOK please contact us - either by emailing us via the Contact Us page of the website or by telephoning 01590 672480. If you would like to make a comment or recommendation regarding our food, then please visit the Contact Us page of the website and select "Comment about our food".
If we have sent you an incorrect item, please notify us as soon as possible. If you would like us to replace the incorrect item with the item that you ordered, we will deliver the correct one as soon as possible or refund the value of the item. Obviously we shall not charge you for incorrect item.
We operate an open and honest policy at Neal Frith Retail Limited trading as COOK Lymington, an appointed franchisee of COOK Trading Limited and will work our hardest to make sure we can accommodate and act on any problems or suggestions.

Neal Frith Retail Limited trading as COOK Lymington, an appointed franchisee of COOK Trading Limited

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