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Our Terms & Conditions

Our Terms & Conditions

Definition

The True Instinct range of products are supplied by Natures Menu Limited

Natures Menu Limited ("Natures Menu") is a company registered in England under number 1548073 whose registered office is at 22 – 26 King Street, Kings Lynn, Norfolk, PE30 1BL.

It may be beneficial for you to read the Legal Notice below before using this website, sending e-mails to True Instinct by Natures Menu or submitting articles, polls or interacting in any way.

TERMS OF USE AND LEGAL RESTRICTIONS ATTENTION: PLEASE READ THESE TERMS CAREFULLY BEFORE USING THIS TRUE INSTINCT WEBSITE. BY USING THIS WEBSITE YOU INDICATE THAT YOU ACCEPT THESE TERMS.

Delivery

We operate a comprehensive UK mainland distribution service excluding the Scottish Highlands and Islands. Most of our drivers have been with us for some years and are trained in delivering our products in first class condition direct to customers’ doorsteps. Unlike many other companies we have a reputation that is built on use of our own employees to deliver products rather than use outside contractors. However, where it is judged to be more convenient for the customer, we may choose to deliver products using a third-party partner carrier, with full tracking available.

Our vans will be in most areas at least once every two weeks. When you are successfully registered as a website user, we will notify you of the delivery day(s) (“the relevant day(s)”) that are applicable for your area and this will remain the same each week going forward, subject to bank holidays.

Occasionally, there will be areas of the UK that we are unable to serve via our True Instinct vans. If you think you may live outside of our main distribution areas, you can call us on 0800 0183770 to find out if we are able to deliver to you. If we do not serve your area, our customer service team will be happy to put you in touch with your nearest stockist, or you can browse your local area using our stockist locator.

To give us time to ensure your products are packaged and distributed to the highest standards we request that orders are received by at least 10.00 am on the day prior to the day of delivery.

Delivery of goods by our own transport other than on the relevant day(s) is not possible.

Goods will be delivered between 7.00 am and 6.00 pm on the relevant day and you must be available to accept the goods within those times. Upon delivery you will be required to check the goods as they are offloaded and to electronically sign that the goods have been received in full and are in good condition.

Product shortages must be notified to the driver at the time of delivery. In the event of a shortage you will be asked if you want the products to be redelivered or if you require a credit note. In the event of a credit note request any monies paid in advance will automatically be refunded to you.

If you are not available to accept the goods, we will leave a card providing the details of our attempt to deliver and advising how you can re-arrange delivery. Alternatively, your order may be automatically rescheduled for delivery, in which case you will receive an e-mail immediately providing all the details for the new delivery. Whilst we attempt to keep our charges to a minimum, if we are unable to leave the goods through no fault of our own a further standard delivery charge may be levied prior to re-arranging delivery.

If you are not available to sign for your delivery and have left delivery instructions to that effect when placing your order, you will be deemed to accept the full risks of receipt of those goods. In this instance, in the event of a dispute, proof of delivery will be constituted by proof that our van driver has acted upon those instructions.

We cannot be held responsible for the non-performance of any aspect of order delivery arising as a direct result of incorrect information being provided. You may be responsible for the cost of delivery and return of the goods in these circumstances.

We shall not be liable for the non-performance of any aspect of order delivery arising from circumstances beyond our control.

In the unlikely event that your order should fail to arrive on the relevant delivery day please advise us of the fact by e-mail at: info@trueinstinct.co.uk within a period of 48 hours, providing us with your account number, post code and delivery date, and we will investigate the reason and respond to you within a further period of 48 hours from receipt of your e-mail. If, following our investigations, we fail to come up with an appropriate reason for non-delivery or are unable to locate a signed proof of delivery document your order will be deemed by us to be “lost”. In these circumstances you may either cancel your order and we will refund any amounts paid in full, or we will arrange for delivery of the goods on an alternative date.

We cannot be held liable for any consequential loss whatsoever as result of a product being “lost” or not arriving on time.

For every order placed you will receive an order confirmation, by e-mail, within 24 hours of placing that order with full details of products, prices and delivery details requested on that order. Please do not hesitate to contact us if confirmation is not received within that time frame

Cancellation

All unshipped orders can be cancelled by logging in to your account, clicking on the order (shown in the unshipped orders list) and selecting CANCEL ORDER. This can be done up until 5.00pm prior to the scheduled day of delivery. To do this simply email or phone, quoting your order reference number and we’ll refund any monies paid in advance as soon as possible.

You can cancel your order at any time up to 14 calendar days after the day of delivery. To do this, please email us at info@trueinstinct.co.uk quoting your order number and a reason for post-delivery cancellation. Alternatively, you can post this information to Customer Services, True Instinct by Natures Menu Ltd, Falcon Road, Snetterton, Norfolk, NR16 2FB.

We regret that we are unable to accept cancellations for frozen products as we are unable to guarantee their condition upon return to us. We are continually looking for ways to improve our service to you so would appreciate feedback on why you feel the need to cancel your order, although you are under no obligation to do so.

If you cancel your order you must return the goods to us at your own expense and in the original packaging. You must ensure goods are packaged adequately to protect against damage.

If you fail to return the goods, we can arrange to collect them, and will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

This cancellation policy does not affect your legal rights, for example if goods are faulty or misdescribed.

Copyright

Natures Menu either owns the intellectual property rights for True Instinct in the underlying HTML, text, images, audio clips, video clips, software and other content (collectively, the “Content”) that is made available to you on this website or has obtained the permission of the owner of the intellectual property in such Content to use the Content on this website. Except as provided in these Terms, Natures Menu prohibits the redistribution or copying of any Content on this website without its express written permission. Natures Menu hereby authorises you to display on your computer, download and print pages of this website, subject to the following provisions:

  1. the copyright notice appears on all such printouts;
  2. the information will not be altered in any manner; and
  3. the Content is only to be used for personal educational and non-commercial use and will not be redistributed, broadcast or copied to any other media.
Trademark

The trademarks, logos, and service marks (collectively, the “Trademarks”) displayed on this True Instinct website are registered and unregistered trademarks of Natures Menu and others. Nothing contained on this website should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademark displayed on this website without the express written permission of Natures Menu or such third party that may own the trademarks displayed on this website. Your misuse of the Trademarks or any other Content on this website is strictly prohibited.

Registration

To be eligible to purchase Products on this website and lawfully enter into and form contracts with this website under English law you must:

  • Register by providing your real name, phone number, e-mail address, payment details and other requested information.
  • Be over 18 years of age.
  • Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable.
  • Possess a valid credit or debit card issued by a bank acceptable to us or
  • Possess a valid PayPal account.

By making an offer to buy a Product, you specifically authorise Natures Menu to transmit personal information about you to third parties if that information is necessary in the performance of our contractual obligation to you. Please see details of how we use Personal Information in our Privacy Policy.

Article Submissions

By making an offer to buy a Product, you specifically authorise Natures Menu to transmit personal information about you to third parties if that information is necessary in the performance of our contractual obligation to you. Please see details of how we use Personal Information in our Privacy Policy.

External Links

True Instinct Products may have (hypertext) links to other unaffiliated websites. Linking to such websites is at your own risk. Natures Menu has not reviewed all the content of such linked websites and is not responsible for the content of any such linked website. Any (hypertext) links contained on this website shall not be construed as an endorsement by Natures Menu of any such linked website unless expressly stated.

Promotions

Any promotional content contained on this website is subject to inventory availability. Natures Menu reserves the right to cancel or modify any such promotion at any time and without notice.

Use of the website

Access

You are provided with access to this website in accordance with these Terms and any orders placed by you or on your behalf in respect of any of the Products must be placed strictly in accordance with these Terms.

Registration

You warrant that:

  • The Personal Information that you are required to provide when you register as a customer of ours is true, accurate, current and complete in all respects; and
  • You will notify us by e-mail immediately of any changes to your Personal Information.

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

Indemnity

You agree fully to indemnify, defend and hold Natures Menu and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Terms by you or anyone you are responsible for or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or your Personal Information.

Description of Products

Each Product purchased is sold subject to its Product Description which sets out any additional Specific Conditions related to that Product.

Orders

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:

  • You apply to be a website user and will receive your authorised account number and appropriate delivery day.
  • You will receive an e-mail from True Instinct requesting you to validate your e-mail address
  • You place the order for your products on the website by pressing the confirm order button at the end of the checkout process.
  • We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from us.
  • Delivery charge is free for orders over £29.00. Delivery charge £7.95 including VAT for orders under £29.00.
  • Order acceptance and the creation of the contract between you and us will take place on the despatch to you of the Products ordered.
  • We may but are not obliged to notify you of our non-acceptance of an order made by you. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Product from this Website whether that Product has been sold or not; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
  • The contract will be concluded in English.

Subscribe To Save Orders

Subscribe To Save is a subscription service offered by Natures Menu. Natures Menu reserves the right to change the regular scheduled deliveries, the discount amount and free delivery offer at any time. Subscription order items will ship automatically based on the frequency you select until you cancel. By placing your order, you are authorising us to charge your card for future orders at the frequency you have selected.

You can change the frequency, add or cancel products, pause or cancel your regular subscriptions at any time through the Subscribe To Save section which can be found in My Account. On all repeat orders you will qualify for 10% off all standard home delivery prices and may qualify for free standard delivery if your order total exceeds £29. The standard home delivery price is the price displayed on the True Instinct website at the time of the scheduled delivery.

Items selected as part of your Subscribe To Save order will automatically qualify for any promotional offers that may be displayed on the Natures Menu website.

Eligible Purchases

Only items marked with the ‘SUBSCRIBE TO SAVE’ OPTION’ on product pages will qualify for Repeat Order benefits.

Termination

We may terminate your subscription at our discretion without notice. If we do so you will only be charged for orders that have been dispatched to you.

Payment

Payment can be made by any of the methods specified in the payment section of the True Instinct website and payment will be debited and cleared from your account as set out in the payment section of this website. You confirm that the credit, debit or store card that is being used is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Competitions

One person per email address to enter competitions unless otherwise stated.

Winners will be selected at random by the date stated on the competition.

Winners will be notified by email and will not receive any further correspondence regarding that prize draw.

Natures Menu reserves the right to extend competition entry deadlines without notice. This is at our sole discretion.

We may publish the names of Competition winners and reference past winners in any subsequent competition at any time.

Entrants agree that by entering a competition their personal details may be stored and otherwise processed by Natures Menu for the purposes of administering the competition and for marketing and sending offers and other information.

Competitions are open to UK Customers only.

Contact information will only be used for future marketing for Natures Menu, these will not be sold to third parties.

Zero Tolerance Policy

Natures Menu operates a zero-tolerance policy to the use of any verbal threats or abusive language and any example of this will result in your order being cancelled. This applies to telephone, email and face-to-face communications.

Updated: October 2019

FREE DELIVERY ON ORDERS OVER £29