Terms of service

 

About Us

RaiRai (trading as RAIRAI Limited) is a Scottish food company selling products directly to consumers via our website. Below are our company details for reference:

  • Company Name: RAIRAI Limited (Company No SC696254)
  • Registered Office: Unit 5, Ooni Park, 189 West Main Street, Broxburn, Scotland, EH52 5LH
  • Company Number: SC696254
  • VAT Number: GB 488565722
  • Contact: hello@rairai.com

These Terms & Conditions apply to all purchases of products from www.rairai.com. "We", "our" or "us" refers to RAIRAI Limited, and "you" refers to the customer.

How the Contract Is Formed

When you place an order online, you make an offer to buy the products selected. A binding contract is formed only when we accept your order. In practice, this happens as follows:

  1. Order and payment: You select products on our website and complete the checkout, paying in full at that time.
  2. Order confirmation: We will send you an order confirmation email that summarises your purchase and the terms of sale. This confirmation includes the products ordered, total price, delivery arrangements and your cancellation rights. This confirmation is our acceptance of your order.
  3. Contract formation: The contract is formed between us and you when we send this confirmation (or when we dispatch the goods). At that point the agreement becomes binding on both sides. Until you receive our confirmation or the goods are dispatched, we have not accepted your offer.

You should review your confirmation email to make sure all details (items, quantities, price, delivery address, etc.) are correct. Please contact us immediately at hello@rairai.com if you notice any mistake in your order.

If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will refund you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for or because we have identified an error in the price or description of the product.

Our Products

We sell food products via one-time purchases and via ongoing subscription plans. All products and subscription plans available are described on our website.

Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Your product may vary slightly from those images.

Product packaging may vary. The packaging of the product may vary from that shown in any images on our website.

We may withdraw the product. We may write to you to let you know that we are going to stop providing the products. We will refund any sums you have paid in advance for products which will not be provided.

Subscription Services

If you have signed up for a recurring subscription, you will be billed automatically at the agreed interval (e.g. monthly). Each subscription order follows the same terms as above: payment is taken in advance, and delivery is by DPD as described.

Subscription

By subscribing to receive our products, you agree to receive recurring deliveries of specific products at intervals of your choosing, as outlined in the order process and during the checkout process ("Subscription Order"). These subscriptions are set to auto-renew, and we will charge your selected payment method for each recurring order, in accordance with your chosen delivery frequency as set out in the Subscription Order.

Subscription Payment

If you elect to receive products via subscription, you will be required to provide us with valid, up-to-date and complete bank or credit card details and up-to-date and complete contact and billing details.

You authorise us to take payments from your selected payment method for each renewal period (e.g. weekly or monthly), as set out in the Subscription Order. The payment for each recurring order will be taken automatically at the start of each subscription period, unless you cancel the subscription as outlined below.

Subscription Cancellation

You may cancel or change your subscription at any time by contacting us (see "Contact" below) or by updating your account on the website. Please give us sufficient notice (at least one week) before your next scheduled delivery so we can stop further shipments. If a subscription delivery has been paid for, processed and/or sent, you will not receive a refund for that delivery, but we will stop future deliveries as soon as we process your cancellation.

Reminders about your Subscription

We will provide you with a reminder notice once every six months after your initial order (in most cases this will be one week before the due date for the next relevant subscription payment) giving you the opportunity to opt out of the auto-renewal or update your subscription preferences. This reminder notice does not affect your right to be able to cancel your subscription before the next renewal date.

Price and Payment Terms

All prices are shown on our website in GBP and include VAT at the current rate (where applicable). You must pay in full at the time you place your order.

We accept payment by major debit/credit cards (e.g. Visa, Mastercard) and other methods advertised on our site (for example, PayPal). Payments are processed via a secure gateway. If your payment is not authorised or is declined, we will not ship the order and the contract will not be formed.

Once your payment is authorised and we send the order confirmation, your card or account will be charged. For subscriptions, each payment is taken automatically at the agreed interval until you cancel. We will clearly state the amount and frequency of any recurring charges at sign-up.

What happens if we get the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and arrange for the return of any products provided to you.

Pre-Order

Pre-orders. Pre-orders are orders for products that are not yet available for immediate delivery from us. Please provide accurate contact information about yourself when you place your order so we can keep you updated on your purchase.

Payments. Pre-order payments do not guarantee availability of the product but represent your offer to buy the product when it is generally released for sale. Your offer is only accepted once the pre-ordered product is dispatched. When you place a pre-order you will need to pay the full upfront price of the product or you may be able to use other payment options available on our website from time to time.

Delivery. Where possible, we aim to release and supply products available for pre-order in line with the expected delivery time displayed on the product page or in our correspondence to you. We will endeavour to provide you with updates on the shipping time on the product page. If the release or supply of pre-ordered products is delayed by an event outside our control, such as strikes or other industrial action by third parties, natural disasters, wars, or failures of public of private telecommunications, we will contact you as soon as possible to let you know and do what we can to reduce the delay. Provided we do this we will not be liable for delays caused by the event, but if the delay is likely to be substantial you can contact us to end the contract and receive a refund for any pre-ordered products you have paid for, but not received.

Cancellation. Either you or us may cancel a pre-order at any time for any or no reason prior to our notice to you that the product has been dispatched. If cancellation occurs before we notify you of dispatch, you will be entitled to a full refund of your payment.

Delivery

Under UK distance-selling laws we are required to deliver goods within 30 days of your order unless we have agreed otherwise.

In practice, we usually aim to ship your order from our warehouse within 3 working days of purchase. In the email confirming your order, we will let you know of the estimated delivery date which is based on factors such as the availability of the product, your location and the delivery method.

We use DPD's next-day courier service for deliveries in the UK. In most cases this means you will receive your order on the next working day after dispatch. (Working days are Monday through Friday.)

  • Dispatch: We pack and hand your order to DPD usually within 3 working days.
  • Delivery by DPD: DPD aims to deliver on the next working day. You will receive tracking details by email from DPD once your parcel has shipped.
  • Best estimate: While we aim to meet these estimates, they are not guaranteed and are subject to changes due to factors outside our control, including, but not limited to, stock availability, third-party delivery services, and unforeseen circumstances (see below).
  • Delivery attempts: If you are not at home when DPD attempts delivery, they will follow their normal process (for example, leaving in a safe place, leaving with a neighbour, or arranging redelivery or depot collection). If, after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs reasonably incurred by us. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection within two weeks we may end the contract.
  • UK Addresses: We deliver only to UK addresses. Please ensure your address is correct when ordering.

Delays to Delivery

Once the goods are in transit with DPD, delays can occur beyond our control (e.g. strikes, stock availability, adverse weather or courier issues). We are not liable for delivery delays caused by DPD or other factors outside our reasonable control.

If any of these events outside our control occur, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

If an order does not arrive, please contact us and we will assist with DPD to resolve the issue.

Risk and Title

Title (ownership) and risk of the goods pass to you when the delivery is completed at your address. That is, once DPD has delivered the goods to you (or to a safe place on your behalf), you own the goods and they are your responsibility. Until delivery is complete, we remain the owner and bearer of risk.

Returns and Refunds

Because our products are food items that can spoil and have hygiene considerations, the usual 14-day "cooling-off" right for distance sales does not apply.

In other words, we cannot accept returns simply because you changed your mind about a perishable product. This is consistent with the law, which excludes perishable goods from the right to cancel. Please choose and use our products carefully.

However, under UK consumer law (the Consumer Rights Act 2015), you are entitled to remedies if the goods are faulty, damaged or not as described. Specifically:

  • The goods we supply must be of satisfactory quality, fit for the purpose you asked for, and match the description on our site.
  • If an item is faulty, damaged on arrival, or materially not as described, you have a right to a remedy. You may obtain a full refund, or a replacement. (This includes compensation for losses directly caused by the fault.)

How to claim a refund or replacement:

  • Report the issue promptly: If you believe a delivered product is faulty or incorrect, please contact us as soon as possible, and in any case within a reasonable time after delivery. Email hello@rairai.com with your order number and a description of the problem (photographs of defects or damage are very helpful).
  • Returning faulty goods: If we agree that the item is faulty or incorrect, we will provide instructions for returning it. Unless agreed otherwise, please return the goods promptly in their original packaging. (We will reimburse any reasonable return postage costs if the item is confirmed faulty.)
  • Refund or replacement: Upon receiving the returned goods, or upon proof that they were returned, we will issue a refund or send a replacement at no extra cost. We process refunds without undue delay, and in any case within 14 days of receiving the returned goods (this is a legal requirement).

No refund for change of mind: Because our items are perishable, we will not refund or exchange an order simply because you decide you no longer want it. You should only order products that you are confident you will use.

Intellectual Property

All content on our website -- including but not limited to text, images, product descriptions, recipes, logos, trade names, and brand elements -- is the property of RAIRAI Limited or our licensors and is protected by intellectual property laws.

You may use the website for personal, non-commercial use only. No part of the website may be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any form or by any means without our prior written permission.

RaiRai and @rairaiRYE are trade marks of RAIRAI Limited. You may not use our trade marks or trade dress without our prior written consent.

Consumer Rights and Statutory Guarantees

Nothing in these terms affects your statutory rights as a consumer. Under UK law, if a product is not of satisfactory quality or is not as described, you have legal rights to repair, replacement or refund. These rights exist alongside and in addition to any remedies offered by us. For example, you generally have up to 30 days from delivery to reject a faulty item and obtain a full refund, and you have up to 6 years (5 years in Scotland) to make a claim for breach of contract. We will always work with you to resolve any valid problem with a product under these rights.

Data Privacy

How we will use your personal information. We will only use the personal information you provide to us: (a) to supply the products to you; (b) to process your payment for the products; (c) if you agreed to this during the order process, send you marketing information; and (d) for the other purposes specified in our Privacy Policy.

Any personal information we obtain will be processed in accordance with our Privacy Policy. Where you order products from our site, we also use cookies to provide you with a good experience and other reasons as set out in our Cookie Policy.

Please read our policies carefully to understand our views and practices regarding your personal data and how we will treat it. If you have any questions or concerns about our Privacy Policy, please get in touch at hello@rairai.com

Governing Law and Jurisdiction

These terms and the contract between you and us are governed by the laws of Scotland. Any disputes arising under this agreement shall be subject to the exclusive jurisdiction of the Scottish courts.

Contact and Complaints

If you have any questions, complaints or require assistance, please contact us at: hello@rairai.com. We will always aim to resolve issues promptly and fairly.

Note: By placing an order or using our subscription service, you confirm that you have read, understood and agreed to these Terms & Conditions.

Sources: These terms take account of the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. (For more information on your rights, see businesscompanion.info and GOV.UK guidance).