B2C SHOP · LEGAL
Information for ordering with confidence.
These policies explain who sells through the shop, how delivery works, how to contact us about an order and how we use customer information.
COMPANY DETAILS
Carpathianproducts Ltd
The B2C shop is operated by Carpathianproducts Ltd, company number 09550733.
Registered office
40 Page Street
London
England
SW1P 4EN
VAT registration number
GB215361338
Customer contact
office@carpathianproducts.co.uk
02081445828
TERMS & CONDITIONS
B2C Terms and Conditions
Effective date: 13 September 2026
About us
These Terms and Conditions apply to purchases made by consumers through the Carpathian Products B2C shop at carpathianproducts.co.uk/shop. The seller is Carpathianproducts Ltd, company number 09550733, VAT registration number GB215361338, registered office 40 Page Street, London, England, SW1P 4EN.
You can contact us at office@carpathianproducts.co.uk or on 02081445828.
Products, prices and VAT
Products are offered for personal consumer purchase through the B2C shop. Product descriptions, pack sizes, units, availability and prices are shown on the shop or confirmed before an order is accepted. Packaging and labelling supplied with a product should be read before consumption. If you need information about ingredients or allergens before ordering, contact us before payment.
All consumer prices displayed in the shop include VAT. The delivery charge, where applicable, is shown before payment. The total shown at checkout is the amount submitted for payment through Dojo, subject to the server's final order validation.
Basket, order and contract
Adding a product to a basket does not by itself create a contract. Before payment, the checkout shows the products, quantities, delivery charge and total amount.
An order is accepted only when we send an order confirmation or otherwise confirm acceptance. If we cannot accept an order, we will explain why and return any payment taken for that order.
We may refuse or cancel an order where a product is unavailable, a price or description contains an obvious error, the delivery address is outside the approved service area, or payment cannot be confirmed. This does not limit the consumer's statutory rights.
Payment
Card payments are processed through Dojo Hosted Checkout. Card details are entered on the secure Dojo payment page and are not stored by the Carpathian Products website. An order is treated as paid only after the payment result has been verified by the website's server-side payment process.
Stock and pre-orders
Products marked as in stock may be included in a paid checkout. A product marked as expected or pre-order is not paid immediately. Pre-orders are available only to registered customers. If a basket contains both in-stock and pre-order products, only the in-stock products may be included in the paid order; the pre-order products remain unpaid in the basket.
Delivery
Our initial delivery area is limited to eligible mainland England and mainland Wales postcodes. Scotland, Northern Ireland, islands and remote postcodes that are not supported by the selected one-day carrier service are excluded. The delivery charge and estimated delivery date are shown after the address and postcode have been checked.
Further information is set out in the Delivery Policy.
Cancellation, returns and complaints
The Refunds, Returns and Cancellations Policy explains how to contact us and how statutory consumer rights apply to food and confectionery products. For questions or complaints, contact office@carpathianproducts.co.uk and include your order number.
These Terms are governed by the law of England and Wales. Consumers may also have rights under the mandatory consumer-protection law applicable to them.
DELIVERY
Delivery Policy
Effective date: 13 September 2026
Delivery area
We currently deliver B2C orders only to approved mainland England and mainland Wales postcodes where the selected carrier provides the required one-day service. We do not currently deliver B2C orders to Scotland, Northern Ireland, islands or remote postcodes that are not covered by the approved carrier service.
The postcode is checked automatically at checkout. If the address is outside the approved service area, checkout cannot proceed and no payment is taken.
Delivery option and charge
We work through one delivery carrier and provide one delivery option to the customer. The available service, delivery charge and estimated date are shown after the address and postcode have been checked and before the customer pays. The displayed consumer delivery charge includes VAT where VAT applies.
Delivery timing
The target service is one working day under the carrier's operating conditions. The estimated date shown at checkout takes account of the carrier's cut-off times, weekends and bank holidays. A one-day service is an estimate based on the carrier's service capability and is not a promise that the carrier can never experience delay.
If a service disruption, severe weather, address problem or other event outside our reasonable control affects delivery, we will contact the customer where appropriate and provide an updated position.
Chocolate and confectionery
Chocolate and other confectionery can be affected by heat, cold, handling and transit conditions. We select packaging and delivery arrangements intended for the approved service, but the customer should inspect the parcel promptly after delivery and contact us if goods are damaged, melted, incorrect or otherwise not as described. Nothing in this notice removes statutory consumer rights.
REFUNDS · RETURNS · CANCELLATIONS
Refunds, Returns and Cancellations Policy
Effective date: 13 September 2026
This policy does not limit statutory consumer rights.
Faulty, damaged, incorrect or not-as-described goods
If goods arrive damaged, are incorrect, are faulty or are not as described, contact us at office@carpathianproducts.co.uk as soon as reasonably possible with your order number and a description of the problem. Photographs of the packaging and goods can help us investigate.
We will assess the issue and, where required by law, offer an appropriate remedy such as a refund, replacement or other remedy. We will not use this policy to remove a consumer's legal rights.
Change-of-mind cancellation
For goods that remain eligible for cancellation, a consumer may notify us within 14 days after receiving the goods and then return the goods within the following 14 days. The goods should be returned in suitable condition and, where relevant, sealed and unused.
Some food and confectionery products may be excluded from a change-of-mind cancellation right where the goods are liable to deteriorate or expire, or where sealed goods cannot be returned for health or hygiene reasons after opening. This exception does not affect rights relating to goods that are faulty, damaged, incorrect or not as described.
Before returning any product, contact us for return instructions. Unless the goods are faulty, damaged, incorrect or not as described, the consumer is responsible for the direct cost of returning eligible goods.
Refund timing and method
Approved refunds will normally be made to the original payment method. For a change-of-mind return, a refund will be made within the statutory period after the returned goods have been received or the consumer has provided evidence that they have been returned, as applicable. The standard delivery charge will be refunded where required by law.
How to cancel
Send an email to office@carpathianproducts.co.uk with your order number and the following information:
I hereby give notice that I cancel my contract for the following goods: [describe goods].
Order number: [order number].
Ordered on / received on: [date].
Consumer name: [name].
Delivery address: [address].
Date: [date].
Pre-orders
Pre-order products are not paid for immediately. A customer can remove a pre-order product from the basket before placing a paid order.
PRIVACY
Privacy Policy
Effective date: 13 September 2026
Who we are
The data controller is Carpathianproducts Ltd, company number 09550733, VAT registration number GB215361338, registered office 40 Page Street, London, England, SW1P 4EN. Contact: office@carpathianproducts.co.uk, 02081445828.
Information we collect
Depending on how you use the site, we may collect your name, email address, telephone number, delivery address and postcode; basket, order, delivery and refund information; payment and payment-status references supplied by Dojo, but not full card details; account and pre-order notification details if you register; information you send in an enquiry, complaint or newsletter request; technical information needed to keep the website secure and operational; and analytics information where the relevant analytics technology is enabled lawfully.
Why we use information
We use personal information to process and deliver B2C orders; calculate delivery eligibility and charges; process payments and reconcile payment status through Dojo; send order, delivery, refund and service messages; manage customer accounts and requested pre-order notifications; respond to enquiries and complaints; maintain business, tax, accounting and payment records; prevent fraud, misuse and security incidents; and send optional marketing updates where the customer has provided the required consent.
Sharing and retention
We may share information needed for a particular purpose with payment, hosting, database, email, security, analytics and delivery providers. We share only information reasonably needed for that service and do not store full payment-card details in the website application.
We keep information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, fraud-prevention, dispute and record-keeping requirements. Marketing information is kept in line with consent and unsubscribe choices.
Your rights
Subject to applicable law, you may have rights to request access to, correction of, deletion of, restriction of or objection to the use of your personal information. You may withdraw consent for optional marketing at any time. Contact us first at office@carpathianproducts.co.uk. You can also complain to the Information Commissioner's Office.