Terms and Conditions

Terms and Conditions for supply of goods

Online orders (Drinks, Wine Boxes and shop items)

If your order contains any of the following items we will be unable to refund your order (including postage & packaging) once it has been delivered:

  1. Fresh food items (including cheese and baked goods)
  2. Personalised and branded goods
  3. Bespoke gifts

Orders and Payment
You can place an order on our website or by visiting our premises during opening hours.  We accept payment via most credit and debit cards both on our website and in person.

We take your security very seriously and the purchase area of our site is secured using industry standard Secure Socket Layer technology to allow for encryption of your credit card details.

The technologies that we use are token based and as such negate any requirement to retain credit card details. Therefore, as these are not held by Hood Restaurants Limited, they cannot be accessed, making the system fully PCI compliant.

All card payments are validated and authorised prior to completion of your order. We are not liable for non-delivery of your goods if your payment is not authorised.

It is a crime to purchase or attempt to purchase goods with a stolen credit card or with stolen personal details or with a false name. We will take appropriate action if we discover any person is attempting to fraudulently purchase goods from our website.

We reserve the right to withhold goods and terminate any account details with anybody who we suspect of fraudulent practice and / or breach of these terms and conditions.

Delivery

Wine Boxes

Subject to availability, orders received for Wine Boxes Wednesday – Sunday will be delivered before 7pm of the same day. See delivery details in our FAQs for more information. We reserve the right to end the Wine Box delivery service at any time.

Wine Boxes contain alcohol and must be signed for upon delivery by a person of 18 years of age or older.  We may ask for ID for proof of age. Please ensure that your recipient will be available to receive the goods on the agreed delivery date, as we cannot guarantee that these products will still be fit for consumption if we are unable to complete first time delivery.

All fresh food needs to be opened and refrigerated within 48 hours of despatch to ensure that the contents remain safe to consume.

We are unable to offer product or delivery refunds for failed fresh food deliveries that are due to the recipient not being at home or due to us having been provided with an incorrect delivery address.

Gift Cards
All gift cards purchased through our website will be emailed to the purchaser’s email address within 2 working days. Each gift card has a unique order number and, unless otherwise stated, will be valid for six months from the date of purchase. To redeem a gift card, please present when dining at the restaurant with the unique order number.

Product Availability
All orders are subject to availability. If a product is out of stock or has been oversold we will attempt to contact the purchaser as soon as possible to agree an alternative product choice. We will do our utmost to meet the agreed delivery date but reserve the right to miss the date if we are unable to contact the purchaser to agree a replacement product.

Order Cancellation
You are allowed a 14 day cooling off period from the date of delivery. This means that we will refund the total cost of the product and the delivery charges to you, in full, if you choose to cancel your order for any reason provided you comply with the below:

1.You notify us of your cancellation by email to info@hoodrestaurants.com within 14 working days of delivery.

2. The goods remain unused and component parts are unopened.

3. You or the recipient take reasonable care to return the goods to our premises during our opening hours.

4. Refunds will be issued upon receipt of the item.

5. Please note the exceptions listed below.

Returns and Refunds

Exceptions
If your order contains any of the following items we will be unable to refund your order (including postage & packaging) once it has been delivered:

1. Fresh food gifts (including cheese, baked goods, meat or fish)
2. Personalised and branded goods
3. Wine boxes. Please note that from the time of receiving your written order we will purchase component parts relating to your hamper and we regret that these orders cannot be cancelled.

Damaged or defective goods
If you or your recipient have received a damaged or defective hamper or wine box or if we have made a mistake with your order the following terms apply:

1. You notify us within 48 hours of receipt via email to info@hoodrestaurants.com

2. If required we will refund the cost of the item in full or we will replace it. If the same item is not available we will replace it with one of equal or higher value.

3. You will not be charged for the collection or delivery your replacement item.

4. Please note that we are unable to reimburse the cost of returning an item to us under any circumstances and you will be responsible for returning it to our premises during our opening hours.

Delivery delays
We are not responsible for late delivery of any of our items due to:
1. Adverse weather conditions
2. Incomplete or incorrect delivery addresses (including email addresses)
3. Any other causes beyond our reasonable control

Fresh food
We are unable to offer product or delivery refunds for failed fresh food deliveries that are due to the recipient not being at home or due to us having been provided with an incorrect delivery address.

Wines, beers & spirits
Many of our gifts contain alcohol, therefore the minimum age to order these types of gifts is 18 years of age. It is an offence to purchase or attempt to purchase alcoholic liquor under the Licensing Act 2003 if you are under the age of 18.

Product shelf life
In respect of packaged, ambient items we guarantee a minimum shelf life of 7 days for the earliest dated product within the order unless the goods are being sold on a specific promotion which compensates for the reduced shelf life. For fresh food items (which can include cheese, baked goods, fish, meat and pates) we estimate a shelf life of 5 – 7 days unless the item is being sold on a specific promotion which compensates for the reduced shelf life.

Allergens
Some of the products contain allergens such as nuts, egg, milk and gluten. Please contact us directly if you require further information.

Wine box listings & substitutions
We aim to keep our website as up to date as possible but we reserve the right to make changes to descriptions, contents, prices, delivery methods, add or delete products at any time.

Wine boxes are fully itemised and fairly described however, in the event of supply difficulties, we reserve the right to substitute any items with replacements of equal or higher quality and value that may or may not be listed in the contents section of the product descriptions.

All photographs are for illustrative purposes only and all photographic props such as plates, glasses and other utensils are not included unless otherwise stated.

Vat & duty
All prices include VAT at variable rates and duty charged at the rates prevailing. We reserve the right to amend prices according to legislative change. Not every item is subject to VAT and therefore orders may not incur standard VAT at the prevailing rate.

Copyright
All photographs are the wholly owned property of the individual photographer; copy, images and graphics contained within this website are the wholly owned property of Hood Restaurants Limited. Any parties found to be using or copying any element of this website without permission including our products or product descriptions will be deemed to be infringing our copyright.

Complaints
We take complaints very seriously. In the first instance please submit your complaint to us by email to info@hoodrestaurants.com. We will respond to you within five working days at the latest. We are not liable for third party product issues that are deemed to be beyond our control.

Law
These terms and conditions do not affect your Statutory Rights.

These terms and conditions will be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

Company information
Hood is a trading name of Hood Restaurants Limited whose registered office is 53a Credenhill Street, London, SW16 6PP and trading address is 67 Streatham Hill, London, SW16 6PP. The company registration number is 09091196 the VAT registration number is 200757929.

You can view our Privacy Policy here.