Orders, Shipments & Returns Policy for The Severn Weigh:

The Severn Weigh is a zero-waste Click & Collect grocery store with a local home delivery service based at Oldbury Naite, Oldbury-on-Severn, near Thornbury, offering organic loose whole foods, plastic free toiletries, personal and household items. We offer a home delivery service to local residents and those living in South Gloucestershire with the postcodes: BS35, BS32, BS36, BS37 & GL13. 

Information on Click & Collect HERE. 

* (We now offer a courier option to UK areas outside our delivery zone.  See below.)             

We are a vegetarian family business with a commitment to ethical sourcing, vastly reducing waste, to omit single use plastics and essentially to promote sustainable living.

Part of our goal is to work with local suppliers that fit with our ethics. 

The Severn Weigh, Oldbury Naite, Oldbury-on-Severn, South Gloucestershire, BS35 1RU. Tel: 01454 / 419475. 

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Allergen Check

If you or a family member have a food allergy, please read our Food Allergen Policy hereIt is important that you are properly informed before you place an order.

Please ensure to let us know about the allergy when you place your order so that we can do all that we can to mitigate against cross contamination. We can never guarantee this, however, because we work in an environment which handles loose foods; some of which are known allergens such as peanuts, sesame seeds, wheat and gluten containing products.  

Please refer to the allergen policy and the specific Ingredient Tab on each food product page for more info. Feel free to contact us to ask further questions here - scroll through 'choose' and select 'I have an allergy' and then ask your question. 

* It remains the responsibility of the customer to assess the level of allergen risk for your specific allergy or food intolerance and to look carefully at the information that we provide for each food product.  

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Placing an Order:

Click Shop and scroll through the food categories on the left menu. Each category has sub categories.  Simply click on the + symbol after each one to expand them. You can also use the search bar (top right) to quickly find a product.  

Click on the product you want to buy and decide how much you would like. With an Online Service we cannot offer bespoke weights. Please select from the increments next to the product but if you need a larger quantity of something, simply click on the quantity to add more e.g. if you want 1kg and the largest option is 500g, simply add 2 to your basket. 

* Unless you request otherwise, we will pack multiples of one product into a single bag - unless the product might unhelpfully compact, as in the case of raisins where large quantities may need splitting in half.

* If you require separate bags however e.g. sweet treats or teas for individual presents, or you are sharing an order with someone else, PLEASE STATE THIS IN COMMENT BOX ON THE CHECKOUT SUMMARY. If you forget, please contact us as soon as possible before we weigh out your order.

* We can also print out labels without prices for gifts - please ask for this.

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Packaging for Click 'n' Collect / Local Delivery:  Always plastic free! 

We insist on using environmentally responsible forms of packaging and like to follow these principles: that the packaging is preferably 100% recycled or have some recycled content; be reduced; reused; reusable; certified home compostable (non GM) and / or be recyclable.   

Your food products will be carefully weighed out and packed into food grade recycled brown paper bags or into certified home compostable wood pulp cellophane bags - we NEVER use plastic bags. We will attach a food label with a full ingredients list, identifying any known allergens. 

We place your ordered items into a sanitised large bussing tray when ready to collect and ask that you please bring in a shopping bag or box to collect your order. (Sometimes we have a spare cardboard box to hand if you forget. If a box is taken and is in good order, feel free to return to us next time for re-use. 

In addition to online orders, customers have been bringing in their own containers to be refilled and it is currently working well.

* If the order is large requiring all own containers, customers may bring in clean / dry (food safe only) containers in a bag or box in advance of collecting an online order (please do say so in the comments section at check-out which products you are bringing containers for).

* For smaller orders, or if only a few products need your containers, these can be filled when you collect whilst you wait.

As mentioned above, food containers must NOT have been previously used to contain non-foods. Containers brought for cleaning or toiletry products must have contained a similar product without previously having contained harsh ingredients such as bleach which could react with the new product. (Please ensure to avoid branded drinks bottles to avoid contents from being mistakenly consumed).

**It is the customer's responsibility to ensure that containers brought from home are properly clean and hygienic. Whilst we do everything we can to reduce the likelihood of cross contamination whilst we weigh our loose foods, we cannot accept any responsibility for the cleanliness or contamination to the food from your own containers. 

* Customers are welcome to simply pop in ad hoc with containers and a shopping list and wait whilst I fill them although during busy periods you may have to wait a little while to be served. We may need to review this and offer specific time slots for refills if we get very busy. (We are CASH FREE but have a card machine for in store purchases.)

* We also offer to package some foods (particularly teas, coffee and hot chocolate) in our sterilised re-usable jam-jars and would like them to be returned clean please so that we can sterilise and re-fill in order to offer a circular closed loop packaging service.

* Customers can also purchase new cotton produce bags and we will later be selling re-usable storage jars. 

* If you prefer to have your order packaged in a particular way, please get in touch to discuss the options. 

* For cleaning refill products we offer local customers an opportunity to borrow our amber glass bottles, to be returned once empty. Your own bottles can also be refilled - please ask for this at checkout or simply pop in with your bottles.

* We generally pack local delivery orders in re-used cardboard boxes that we have left over from deliveries from suppliers. Sometimes, small orders may be placed in a recycled paper bag. 

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Delivery Costs:

* Please note that when you add your items to the shopping basket, the default free click & collect shipping will automatically be added to your order until you click proceed to checkout where you can select local home delivery if you are within our delivery range.

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FREE CLICK & COLLECT 

* We aim to offer same day pick up and ask for your order to be in by 2.30pm for this otherwise it may not be ready until the following day.

* We will send you a text or an email when your order is ready for you to collect.   

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LOCAL HOME DELIVERY to all postcodes in BS35 & BS32, BS36, BS37 & GL13 & close surroundings. Please message page HERE or via Facebook if you are unsure if you are within our local catchment area, thank you. 

* FREE FOR ORDERS OVER £20 

* For orders UNDER £20, LOCAL HOME DELIVERY is £2.50

* Local deliveries are currently made DAILY (Monday - Saturday).

 Depending upon demand and our availability, this will be subject to change. 

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UK COURIER SERVICE

* If you are outside our local post codes, we currently offer a Hermes courier option to UK mainland only at a FLAT RATE of £5.95 but this will be reviewed since the actual price fluctuates with weight. 

** If you live in other parts of the UK, please contact us for a specific delivery price. 

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Terms of Cancellation:

Cancellation of your Order: Consumer rights 

You have the Statutory Right to cancel an order (*see exemptions below) and you may do so within 14 calendar days on receipt of the goods. This is within your rights as a consumer under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

EXEMPTIONS from Cancellation Rights 

Unless the wrong item has been sent, was mis-described, is faulty / not fit for purpose, or has been damaged in transit, the following items will not be refunded:

* perishable items (any food)

* where health protection and hygiene would be compromised: This is especially important with COVID-19 contamination concerns. 

tailor-made or personalised items 

* items where you have broken the seal or wrapping; have been opened

* Products that have been unduly handled and no longer appear new and un-used or where the product packaging is marked, stained or damaged.

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Exemptions - Food, Refills, Personal Care:

Returns Exemptions that relate to The Severn Weigh - these are the items that may not be returned to us - will include (although are not restricted to) the following items that would no longer be in a re-saleable condition if returned, such as:

* All loose whole-foods and baking ingredients / teas & beverage ingredients / herbs & spices/ confectionary & snacks; cleaning products; natural cleaning ingredients; cleaning and toiletry refills - essentially, any product that has been weighed out for you, whether supplied in our packaging or your own.

For health protection and hygiene purposes and where risks of food contamination are high, we cannot accept returns of these products unless the product is a mis-pick, faulty, mis-described or has been damaged in transit. 

NB: Food preferences, such as dislike of taste or smell are not valid reasons to make returns unless the food product is unfit for consumption. 

* Personal care products that have hygiene implications, such as hairbrushes, toothbrushes, menstrual products, unwrapped soap

* Menstrual products may not be returned unless they are unopened, boxed and sealed such as natracare products; if product packaging is not damaged or marked. 

* Any skincare products that have been OPENED, EVEN IF UNTOUCHED, had the seals removed OR PACKAGING DISTURBED OR MARKED IN ANY WAY.

NB: Skincare products cannot be returned because of preferences such as dislike of scent or product formula.

Refunds will not be offered when products are fit for purpose but have been opened, marked or damaged.

* FURTHERMORE, DUE TO COVID CONTAMINATION CONCERNS, THESE PRODUCTS CANNOT BE RETURNED.

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Returns regarding Natural Skincare products:

NB: When you receive the order, you must not peel back the paper seals, open any of the product lids, or remove / disturb any outer packaging if you intend to cancel the order and make a return.

Many natural skincare products are fresh cosmetics without preservatives: even if you do not touch the product, once opened you will compromise the shelf life by introducing air, light and possibly bacteria into the product. These cannot be resold.

Once the seal has been broken, products cannot be returned to us; once opened, they are are not fit for re-sale because we cannot then stand by our PAO (period after opening) and BB dates or give assurance of our stringent standards of hygiene.

* FURTHERMORE, DUE TO COVID CONTAMINATION CONCERNS, THESE PRODUCTS CANNOT BE RETURNED.

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Returns of Re-saleable Goods

We hope that you will be delighted with your order and that it reaches you in satisfactory condition. However, if you no longer require an item and have checked that it is not included in the above exemptions for return, you may cancel your order and request a return.   

Please note that you are under a statutory duty to take reasonable care of our goods whilst in your possession and return them to us unopened and unmarked in a saleable condition. You will be responsible for any loss that we incur if you do not take reasonable care.

* Products that have been unduly handled and no longer appear new and un-used or where the product packaging has become marked, stained or damaged whilst in the customer's care, will not be refunded. 

To cancel your order, please let us know in writing in any of the following ways:

* send an email to: hello@severnweigh.co.uk with your name, address, order reference number

* or in a letter to: The Severn Weigh, 2 Orchard Grange, Thornbury, South Gloucestershire, BS35 1EW.

* or you may send a message to cancel an order HERE :

Scroll through the subject heading to CANCEL ORDER, noting your order reference number in the box provided and write your message to tell us which item you would like to return and whether you would like a refund or exchange.

It would be helpful to us if you could please explain your reason for return, thank you.

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* Once you have received authorisation from us, you have 14 days to make your return.

* Please carefully repackage the item IN THE ORIGINAL PACKAGING along with your despatch note, to the above address with RETURNS on the package. Please advise whether a refund or exchange is required and write your preference onto the despatch note. 

Please note that all postage will be at your expense and so we will refund only the price you paid for the item.

* If preferred, you can contact us to arrange to return the item to our store yourself. 

* As the postal system is beyond our control, products are returned at your own risk. We recommend, therefore, that packages are returned by  ‘registered' post and that you retain your postal receipt. 

* We regret that we cannot accept any responsibility for loss or damage to goods when items are returned to us. 

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Incorrect Order / Damaged Goods

* Under the Sale of Goods Act you have your Statutory Right to a full refund if an item is incorrect, faulty, mis-described or damaged in transit. In these circumstances, we will reimburse postage costs. 

If in the unlikely event that any of the above apply, please accept our apologies for your inconvenience and get in touch immediately so that we can resolve the matter quickly for you. Either contact us HERE or send an email: hello@severnweigh.co.uk.

* We will ask you to kindly return the wrong, faulty or damaged items, within 28 days of receipt, along with your despatch note, stipulating whether an exchange or refund is required.

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Our Refund Policy

1. Products returned to us because of a cancelled contract within 14 days: On receipt of our safely returned, unopened and re-saleable products, we are happy to refund the price you paid for the item minus the cost of postage. (We can make an exchange if preferred). 

2. Products returned to us within 28 days because they were incorrectly picked or were mis-described: can be exchanged or refunded in full including a reimbursement of any delivery charges. 

3. Products returned to us within 28 days because they are faulty or were damaged in transit can also be exchanged or refunded in full including a reimbursement of any delivery charges. 

A refund will be considered following receipt of the damaged item or with a photograph clearly showing the damage.

If we agree with the error / fault, we will happily refund and reimburse postage costs. 

Any refund due to you will be made to the same credit or debit card / method of payment originally used and will be processed as soon as possible, within 14 days after we receive back the products. We will also send confirmation via email. 

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